Customer care

IntelliPen software is backed by full support and service commitment which continues throughout your time as a Procentia customer.

We do not believe in using faceless teams of developers who are remote from the client. You always have a named contact who is up to speed on all aspects of your account.

We believe clients appreciate the honest and open relationship we have with them. In turn, we listen to their suggestions and react promptly.

The IntelliPen community

To ensure that performance issues are systematically recorded and tracked, we encourage clients to join our online IntelliPen user community.

As well as providing a forum for resolving technical issues, the user group allows clients to share best practice and contribute to IntelliPen’s future development.

Visit our Community

Understanding your needs

Before implementation, we carry out a comprehensive review of your work practices and systems. This includes data conversion, calculation set-up, workflow configuration, reports, letters and benefit statements, web-based communications and data feeds from third parties.  We also help you to evaluate your training requirements for your transition to IntelliPen.

From the start you have direct personal contact with the team who configure your IntelliPen system. The same team will always be there to help you with any future queries.


As a user, you have access to online help at all times. You can also contact us in person by telephone and email. All enquiries are treated as ‘tier one’ importance – we won’t make you wade through a multi-tiered response procedure before someone eventually deals with your query.

As well as responding promptly to requests for help, we anticipate support and system maintenance needs by proactively checking that you are making the best possible use of your IntelliPen system.


We adapt our pricing model to match your business needs. A fixed fee is charged for set-up. Depending on the scale of the project, we then charge either a per-member per-annum fee or a perpetual lifetime licence. Both options cover the cost of support, including our pledge to keep our software compliant with current UK legislation.

Knowledge Transfer

Well-timed training can motivate and inspire users to explore IntelliPen’s intuitive user interface and fully take on board the features it offers, so training for new clients is carefully scheduled alongside the implementation plan.

All clients have access to a menu of training courses, some of which run regularly at our training suite in Bristol. Courses may also be separately timetabled and tailored according to requirements. We are happy to conduct training at our clients’ offices or using a client’s own IntelliPen system. One-to-one working sessions with our system implementation experts are also available on request.

Award Winning

In May 2016 Procentia's IntelliPen won the Financial Times Pensions Expert Pensions and Investment Provider Award for best pensions administration software. This reflected our new client wins, our track record for problem solving, the close partnership we have with our clients, and the successful delivery of both legislative and technology updates. We were recognised for our innovation, risk reduction initiatives and new service and product improvements.