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Flexible, customizable and high-performance, the solutions we’ve selected can be adapted to your needs to support your digitalization strategy.
At Synolia, we see implementing a CRM solution as a technical project, but above all a strategic one, in which the integrator plays a key role.
In a CRM project, a successful rollout depends not only on the solution’s features or its ability to integrate with your existing IT systems. It also depends on the partner you choose. The expertise of the company you select is one of the key success factors of any project. It is important to build a win-win relationship that lets every stakeholder work together in an environment of trust.
As a customer relationship specialist, Synolia helps companies implement and adopt Zendesk. From defining requirements to deployment, including configuration and integration, our functional and technical teams work closely with you to deliver the customer service platform that fits your challenges.
Zendesk is the digital customer service software vendor recognized as a market leader (Gartner). Here is why:
With Zendesk, customer service is simply better and completely seamless. The software is built to meet your customers’ needs and give your teams the means to stay in sync and succeed in their work.
In short, Zendesk is an innovative product for business teams. It simplifies ticket handling workflows to match the company’s strategy and goals.
More than 150,000 companies of all sizes use Zendesk successfully. One of the application’s strengths is that it can be customized and adapted to the size and industry of your company.
Whether you are a startup, an SMB or a large enterprise, Zendesk’s features adjust to your processes to deliver an application custom-built for your users and customers.
You can activate features as your needs evolve, so your tool stays efficient and tailored to you.
Synolia has been a Zendesk partner since 2015, which made it Zendesk’s first partner in France. Our teams are certified by Zendesk and bring real expertise on the solution. To date, we have helped more than a hundred customers implement their customer service projects with Zendesk.
Synolia offers end-to-end support for implementing Zendesk in your company:
To build the list of these needs, we guide you with proven, winning methods: specification workshops in which we challenge your teams to capture your real needs.
Defining your needs
Project implementation
Certification Training and onboarding
Post-deployment support
In this phase, we work hand in hand with your teams to validate the project scope through workshops, with your target objectives as the guiding thread. To do so, we share the context and stakes of the engagement to define the configuration and any interfaces to build with your IT systems.
The sessions led by the Synolia project manager align your needs with your strategy and the customer experience you want to deliver. The next step is to prioritize the must-have features for your customer service to run smoothly. We will give you valuable advice to help you make decisions and ensure the project’s success. The workshops will define your communication channels, the profiles involved in the defined processes, the interfaces to build with other applications, the project’s ROI…
To centralize this information, we offer our customers innovative collaborative tools that make tracking easier and ensure the project’s success.
Once your needs are gathered, we move on to the implementation phase. The Synolia project manager customizes Zendesk to meet your needs. They configure user groups and profiles, adapt the data model, set up automations and workflows, activate contact channels, and build performance and ROI tracking indicators…
Unlike other CRM projects, implementing a tool like Zendesk relies mostly on configuration done without technical development, which ensures a relatively fast rollout.
Training the solution’s administrators covers the configuration in place and the solution’s advanced features. It also makes you self-sufficient as your customer service needs evolve. We then give your agents the keys to get up to speed quickly, master best practices and drive adoption.
Synolia’s support does not stop when the application is delivered. Since change management is a key success factor, we stay by your side after deployment to answer your questions and those of your users. Our project manager stays in touch with your teams through regular check-ins to:
This personalized follow-up ensures that the platform stays aligned with users’ expectations and keeps meeting its objectives, even as they evolve during the operating phase.
Our shared successes
