Insight
GLI EUROPE INTERVIEW James Illingworth
“Hopefully, when you get that initial business at an early stage you can then follow them on their journey as they grow and become the next major. We work with them at the initial R&D stage, and have the size and scale to grow with them as their business enjoys greater success. Some people judge their relationship with a testing lab purely on the piece of paper they require, but working with GLI is so much more than receiving a certificate from us.”
involved in what amounts to a tender process with clients, which means that he must strike the right balance between competitive pricing and ensuring that when a product is approved by GLI, it not only meets all the regulations, but is also free from software bugs.
“From the very first meeting we try and give good compliance advice, establish with each client exactly what they’ll need and help them as much as we can in the process,” explains James. “Hopefully, when you get that initial business at an early stage you can then follow them on their journey as they grow and become the next major. We work with them at the initial R&D stage, and have the size and scale to grow with them as their business enjoys greater success. Some people judge their relationship with a testing lab purely on the piece of paper they require, but working with GLI is so much more than receiving a certificate from us.”
In so far as GLI is the conduit between regulators and clients, James and his Client Services team are the bridge between the client and all the technical knowledge bottled up within the technical, engineering and compliance resources within GLI. As James points out, it’s not his job to deliver the answers, but rather to know exactly where to find them. “As individuals with varied backgrounds in the gaming industry, the client services team has different
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levels of technical knowledge, but we’re very conscious that we don’t try to be ‘technical’ sales people,” states James. “We bridge the gap to bring GLI’s resources together with the needs of the client. I’d go so far as to say that it’s dangerous if we assume a technical or compliance role that could mislead the client in any way. We are the ‘find out team’ - which means that when it comes to testing and certification, we refer to our technical colleagues - and we ‘find out’ the right answer.”
As James makes clear, testing and certification has become a highly competitive industry sector with manufacturers and developers now able to choose from a wide range of laboratories. Tendering for business is an equation that’s comprised of cost, time to market and quality of service,. ”We just want the opportunity to quote for and win their business,” says James. “Once we’re in that process we can define their needs, understand when they need certification, and consider the countries/markets they’re targeting. Some clients are more price sensitive, some are more concerned with time to market, and others place their emphasis on the ability to transfer certification from one jurisdiction to the next. I also believe there’s a fourth reason, which is that they’re making sure they protect the brand they’ve built up over the years. Tey want to work with GLI because we protect and safeguard their investment in their brand.”
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