Synovia Solutions Blog

A Letter from our Director of Customer Service

Posted by Andy Gall on Tue, Jul 08, 2014 @ 08:00 AM

KPIS 13Greetings!

My name is Andy Gall, the new Director of Customer Service at Synovia Solutions. I have spent the past 15 years supporting complex technical solutions, always focusing on how these tools will be utilized by teachers and students. I have learned that honest communication is the foundation of every healthy relationship. I also know that no matter how great the technology is, people have to use it for there to be value. Our success depends upon your ability to consistently use the technology. The Synovia team is committed to developing solutions that help you do your job with the most effective use of resources.

The following information is meant to help familiarize you with some of the many ways we at Synovia Solutions can help you should you ever need assistance. We recognize that our customer service has not performed to the level of support that we desire. I am proud to announce several changes that have been implemented in an effort to provide excellent customer service and not just adequate support.

A Team of Professionals Here to Serve You

At Synovia, our support team is full of fleet management experts who know our software inside and out. Their commitment to our customers and years of experience mean you’ll always get the help you need. Synovia is committed to improving our service as evidenced by doubling our support staff over the past six months. These new team members are intent on providing excellent service through extensive training and a commitment to honest communication.

Should you ever have a question or concern regarding your software or hardware, you have several methods of contacting us. As usual, phone calls are answered directly by Synovia employees at 1-877-SYNOVIA (1-877-796-6842), Monday – Friday from 7 am to 6 pm EST. However, the first improvement you may notice is that if you need assistance after hours, our automated phone system will put you in contact with Synovia support staff 24/7. After you call our toll free number, simply press “2” to be connected with support staff member at any time. 

Should your concerns be better communicated in by typing, the second method for getting assistance is through email at [email protected]. Requests will be processed and assigned to a support staff. The individual assigned to your case will contact you directly and keep you updated with the status of your concern’s resolution.

The final improvement that I want so share with you is our Customer Portal. We have been building an extensive knowledge base and these searchable solutions are available to all our customers at any time. This resource, along with direct access to case submissions, is another method to keep you better informed. Be on the lookout for your email invitation to login to the portal. The primary contact for your organization will be sent this login information, but additional members of your staff can be given access as well upon request.

Warranty Claims

All equipment purchased from Synovia comes with a 1-year warranty on hardware. However, if you’re a Synsurance customer, your warranty lasts the entire length of your agreement, so you never have to worry about your coverage expiring. Should you ever experience a problem with your equipment, it will be replaced at no cost. We provide you with spare devices so in the event a unit fails, you won’t have to wait for your claim to be processed. Regardless if you have an item under warranty or if you have Synsurance, our RMA request form is available on the website or through the Customer Portal. We ask that you verify a few simple product checks and then you will be issued an RMA number and you can ship the item to our office.

If you have any further questions or would just like to chat about how Synovia Solutions can help you better manage your fleet, please do not hesitate to contact me. I look forward to answering any questions you may have.

Andy Gall


Director of Customer Service

 

First Six Weeks