Frequently Asked Questions
- Do I need a customised solution?
- Is the software customisable?
- What benefits do SynGro offer?
- How can I arrange a demo?
- How can I learn more about Enterprise Feedback Management and your solutions?
- How does your intelligent EFM (iEFM™) system get us closer to our customers/supply chain/partners/employees?
- What is the difference between CRM and EFM?
- How long before I start to see results?
- What about customer support?
- How does your professional services process work?
- Can you eliminate any language barriers?
- What does EFM stand for?
- What is intelligent Enterprise Feedback Management?
- How do you integrate my other systems with the SynGro intelligent EFM system?
- How is the technology hosted?
- How secure is SynGro’s technology?
- What are the opportunities for partners?
- What industries does SynGro serve?
- What sort of career opportunities do you have?
If you don’t see your question here, please contact us directly.
- Do I need a customised solution?
- We advise our clients to follow the logical progression outlined in our intelligent EFM maturity model. This way our client’s get the most out of their voice of the customer programme. The SynGro technology platform has many modules that can be set up to suit most applications without any further development. However, if you need extra functionality or development, we will happily accommodate and customise based on your requirements. We use an agile development methodology that delivers results fast and requires considerably less investment than more conventional software development approaches.
- Is the software customisable?
- Yes. Our modular approach means it is easy to adapt one of our ‘off-the-shelf’ solutions. We are committed to delivering working solutions that maximise our clients’ opportunities to profit from feedback. Our service also includes detailed scoping to identify the right solution and any necessary customisation and support to ensure that you end up with a solution that delivers the results you specify. Contact us to find out whether we can adapt modules, or need a solution specific to your requirements. There are various customisation options including the system set-up, bespoke development or systems integration. We are happy to advise on your most cost-effective option to minimise the investment needed to quickly start profiting from feedback.
- 3. What benefits does SynGro offer?
- Our feedback programmes offer organisations a number of desirable benefits, including increased customer retention and loyalty. You can choose a full enterprise-wide feedback programme (covering all business segments and touch points) or a phased programme, starting with the business areas that require the most attention. Being modular, it is easy to select one or more of our customer, employee, channel partners/supply chain feedback options to boost your return from key business relationships, driving business growth and profitability.
- 4. How can I arrange a demo?
- Arranging a demonstration is easy, simply complete the demonstration request form or contact our sales department. Demonstrations can be delivered over the web or in person. This will illustrate how we can add value to your bottom line through customer, employee, channel partners and supply chain feedback management.
- 5. How can I learn more about Enterprise Feedback Management and your solutions?
- Call our Sales Team to learn more about Enterprise Feedback Management and discover the benefits of our new approach – intelligent Enterprise Feedback Management. For further details simply request a demonstration or contact us. We also run regular seminars and webinars which you will find on our events listing.
- 6. How does your intelligent EFM (iEFM™) system get us closer to our customer/supply chain/partners/employees?
- Our highly effective solutions use a unique mixture of people, process and technology.
Intelligent people – we have a world-wide network of accredited partners who are experts in both feedback and in implementing our solutions.
Intelligent process – we take the time to find out about your issues, internal structures and customers, and then design best practise processes that will support the required activities. This initial care ensures that the processes we implement are going to work in your business.
Intelligent technology - our technology is modular and easy to implement.
Together, SynGro intelligent people, processes and technology deliver the tools and services required, engaging and communicating with your key stakeholders and driving advocacy.
- 7. What is the difference between CRM and EFM?
- It’s not a case of either CRM or EFM: they are complementary. Simply put, CRM is “inside-out” and EFM is “outside-in”. CRM tracks the activities you want to do with your customers. Our EFM solution finds out what your customers actually want in real time, and that insight allows you to drive the actions of your employees towards the business improvements dictated by your customers. Combined, CRM and EFM are very powerful ways of increasing the lifetime value of your customers. It is important to have both CRM and EFM integrated to facilitate action-based continuous improvement in feedback handling.
SynGro EFM integrates with all CRM systems.
- 8. How long before I start to see results?
- It depends on the size and complexity of your business, but using our “QuickStart” methodology we promise to get you up and running, collecting customer feedback data in 1-3 months. We adopt formal and structured project management methodologies that can be tailored to suit your organisation and business requirements.
- 9. What about customer support?
- Over and above our normal implementation services, we have additional consultancy services offering senior implementation and analysis experts who can guide you through the process of transforming you business to being customer centric. This support can be as flexible as you need, for any period of time and can be based around deliverables or simply ‘on call’ to accelerate your returns on investment in the shortest timeframe. Please contact us for further information.
- 10. How does your professional services process work?
- Every organisation is different and we offer flexible consultancy and technical support across the globe to ensure we implement an effective feedback solution for your organisation. Most of our employees have second degree level qualifications and all concentrate on just one area of business: feedback management. They have unrivalled expertise and access to research to help you find the benchmarks and industry standards that can be used to set targets and trigger action points, to drive your business into world-class enterprise feedback management performance for your industry sector, and help you stay there with ongoing support. We also have partners world-wide with the expertise and technical knowledge to help implement your programme throughout your organisation. Please contact us for further information.
- 11. Can you eliminate any language barriers?
- SynGro intelligent EFM solutions are designed to be multi-lingual in every aspect. Customer feedback can be gathered in many languages and reports delivered in one unified language, as required.
- 12. What does EFM stand for?
- 'Enterprise feedback management (EFM) is a system of processes and software that enables organizations to centrally manage deployment of surveys while dispersing authoring and analysis throughout an organization. EFM systems typically provide different roles and permission levels for different types of users, such as novice survey authors, professional survey authors, survey reporters and translators. EFM can help an organization establish a dialogue with employees, partners, and customers regarding key issues and concerns and potentially make customer specific real time interventions. EFM consists of data collection, analysis and reporting.' - Wikipedia
- 13. What is intelligent Enterprise Feedback Management?
- The best practice approach to Enterprise Feedback Management is unique in being entirely ‘intelligence driven’. Intelligent EFM engages the whole organisation, mapping the data directly to the right people, in real-time. Building intelligence, forming strategies and driving action from feedback across the entire organisation is the only way to ensure significant return on investment from customer engagement programmes.
- 14. How do you integrate my other systems with the SynGro inteligent EFM system?
- Integration exists at many levels. Our intelligent platform integrates with CRM systems to gather the customer contact data used for questionnaire/survey delivery and proper reconciliation of complaint handling. We can also integrate with CRM systems so there is one centralised repository for customer information. It is also useful to integrate our EFM systems with your financial system to generate reports showing the financial benefits from acting upon customer feedback.
- 15. How is the technology hosted?
- Our iEFM™ technology is delivered via a browser that allows access from anywhere there is internet provision. You can opt to host your data on one of our secure servers, ensuring daily back-ups of all of your sensitive data, or you can opt to install SynGro iEFM™ technology on your own IT infrastructure. There are benefits to both approaches. Please contact us so we can discuss them with you.
- 16. How secure is SynGro technology?
- Our hosted solution is located in a secure 24 hour managed data centre using dedicated firewalls and Verisign SSL certificates to reduce the risk of malicious attacks. Optional encryption of sensitive data can be requested at the time of installation.
- 17. What are the opportunities for partners?
- Enterprise Feedback Management (EFM) is one of today’s fastest growing business development topics, and SynGro is a leading European specialist in EFM.
SynGro Software as a Service (SaaS) approach makes it easy to integrate our feedback processes directly into major organisations' systems and applications. There are opportunities for:
Consulting partners with best practices and core competencies in stakeholder-centric initiatives
Distribution partners – selling SynGro unique EFM solutions
Content partners - adding value through research and training
Technology partners - delivering a broad range of services
Agency partners - bundling SynGro EFM solutions with sales of their products and/or services
Referral partners - recommending and introducing SynGro solutions
If you are interested in becoming a SynGro Partner then please contact us for further details.
- 18. What industries does SynGro serve?
- EFM is well suited to large, complex organisations with large customer bases that operate in competitive environments. SynGro provides intelligent EFM solutions for enterprise level companies across over 40 countries.
- 19. What sort of career opportunities do you have?
- We employ people with a passion for business improvement and relevant skills and/or experience in feedback management software or business improvement consultancy at enterprise level, either here or abroad.
