IT is often the center of the business model - continuously extend available capabilities and resources to company departments while reducing operating cost without adding staff.
Call Management Services eliminate concerns with the expense of call management software and the analysts needed to field and dispatch calls. Reduce operational costs, increase customer service and provide a strategic support approach that will drive the greatest ROI.
Customers' end user personnel place service requests directly to a centralized Solution Center which is staffed 24x7x365. The Solution Center opens a ticket in the call management system with all of the pertinent information, and then assigns and issues the ticket to the customer’s IT staff to provide the appropriate service for the end user. As the customer’s IT engineer works on the issue, he or she updates the status of the ticket using the Solution Center's eSupport Web Portal. The Solution Center tracks the progress of the incident and provides the appropriate customer manager with call status.
Synergy works with each client to design a specific Service Level Agreement (SLA) that meets their particular support requirements. Processes are based on ITIL (IT Infrastructure Library) best practice principles. Phone calls are reviewed and randomly monitored by a trained Quality Assurance (QA) team to ensure compliance with Service Level Agreements.
Call Management Metrics / Service Level
Synergy strives for excellence with our clients. The Solution Center maintains the highest standard of service level metrics including average speed of answer, abandonment percentage and more.
Reports Delivered Through eSupport Portal
An eSupport portal allows 24-hour access to the Solution Center database. Customers can run reports, track problems, track technicians and view technician notes – all from the web.
Synergy has experience with numerous customers including Fortune 500 companies. The Solution Center receives and responds to an average of 40,000 incidents a month.
Contact Us
To speak with Synergy about our Call Management Services contact us by email or call us at 1-800-596-5676.
Large enough to deliver… Small enough to care.