Syntelic Services

Syntelic’s transportation and warehouse solutions have been designed with flexibility in mind to meet the needs of a broad range of distribution operations.  When special needs arise, due to unique business processes, Syntelic’s product development team is available to enhance its products to adapt them to the clients’ needs. At Syntelic, we value the relationships we have developed with our stakeholders, and meeting their evolving needs helps ensure that our solutions evolve in sync with our clients.

Syntelic offers on-site training services tailored to the needs of the clients. On-site training sessions can be scheduled for any size group, from one-on-one to classroom style training.  Each training session is designed to address subject matter specific to the clients’ needs.  Syntelic’s consulting team will help each client determine the appropriate group size and number of days required to effectively cover the desired training material. Training sessions are structured with a balance of lecture and exam, hands-on exercises, and workshop-style sessions that allow users to apply their knowledge to build data views or apply configuration settings that directly benefit their business.

What You Can Expect

Syntelic customers benefit from regularly scheduled software enhancements and ongoing customer support delivered by Syntelic’s dedicated team of knowledgeable and responsive Product Analysts. These professionals are well-versed in the latest information technologies and possess a strong knowledge of our clients’ business processes. No distribution operation can afford unintended disruptions due to human error or systems failures. That is why Syntelic has an effective process in place to identify and respond to all reported problems and issues in a timely manner to minimize negative consequences and achieve positive outcomes. Beyond troubleshooting technical issues, our support staff also offers guidance with Syntelic functionality and reporting as well as data interface testing and validation. In general, customer support and software maintenance is provided for 12 months under initial software licensing and for subsequent 12-month periods upon payment of an annual maintenance fee.

How Syntelic Meets Support Requests

Syntelic Customer Support is available by phone or email from 8:30 - 6:00 PM Monday through Friday (Eastern time).  For critical issues, a 24/7 Extended Support plan is also available that extends support to 7-days-per-week, 24-hours-per-day. All support requests are given a case number, tracked in our Case Management System and prioritized based on severity of the issue and the impact on business activities. Our mission is to maximize the reliability of your mission critical systems.

All customer support cases are classified under one of three priority levels—Critical, Serious, or Minor. Critical cases are quickly addressed with all available Syntelic resources including the executive level. Likewise, a rapid and robust response is applied to Serious cases. All other problems and issues receive prompt attention in lieu of any more urgent support requests when classified as Minor cases.

Syntelic prides itself on making the implementation process thorough and efficient by:

• Beginning each implementation with a kick-off meeting to review the client’s priorities and objectives, work schedules during the on-site visits, and preparation activities.
• Providing the project team with an understanding of the interactions between Syntelic and existing client systems
• Defining the future business processes and daily task sequences and their correlation to existing processesProviding regular communications and documentation concerning project status, accomplishments, issues, and action items.
• Ensuring that each client receives the maximum benefits of the system based on their stated objectives.

Standard Implementation Package

Companies licensing Syntelic for the first time require our time-tested implementation process intended to ensure that the software solution meets all business requirements and is properly set up for regular users, system administrators, and their supervisors. Syntelic’s standard system installation and configuration package brings together our support services team with your implementation project team to accomplish the following objectives:

PROJECT PLANNING MEETING – On-site, the project team reviews goals and objectives, determines ROI factors, and sets the schedule of activities.

SYSTEM INSTALLATION AND CONFIGURATION – The Syntelic application and database servers are set up, the application installed, and the database loaded. Interfaces to other systems such as for OBC data, route planning, and resource data are developed and tested. This work includes developing user profiles, user-controllable configurations, and a baseline security structure.

IT CONFIGURATION REVIEW – This review includes thorough testing and documentation of the system configuration, its configuration files (Syntelic, SynService, and SynAdmin), the user setup process, and the contents of log tables.

DATA LOADING AND VALIDATION – Resource data such as locations, drivers, and items are loaded are along with planned and actual routes and order data (depending on the selected Syntelic modules). All of this data is reviewed and validated with your business team.