Synertrade Support & Customer Care Services

At Synertrade, we know that great technology is only as strong as the support behind it. That’s why our Customer Care organization is designed to deliver high-quality, structured, and outcome-driven support, enabling your teams to operate efficiently on Synertrade 5 and previous versions.

We combine deep functional and technical expertise, proven methodologies, and AI-enhanced operations to guarantee precision, speed, and accountability in every interaction.

What Level of support

Our global support model ensures every request is handled with the right level of expertise, clear ownership, and strict quality standards.

Level 1 (L1) Support

The structured entry point of our Customer Care organization.

Fast handling of standard requests and user guidance
Strong focus on first-contact resolution and efficient qualification
Ensures clean and accurate escalation when/If required

Level 2 (L2) Support

Advanced functional and technical expertise.

Management of complex issues requiring deep product knowledge
End-to-end troubleshooting with full ownership of resolution
Support for key users to ensure continuity of critical business processes

Level 3 (L3) Support

Direct access to Product and Engineering expertise.

Intervention of developers, IT engineers, and product specialists
Resolution aligned with SLAs & Root cause analysis for more clarity

Support Options

Dedicated Support

A premium service designed to reinforce control, responsiveness, and service quality.

A dedicated Support Consultant is assigned to your account to act as your single point of ownership and internal advocate.

Centralized entry point for all requests
Accelerated resolution through internal prioritization and coordination
Bi-weekly technical review of opened tickets
Monthly performance reporting with clear visibility on KPIs and improvements

Application Managed Services (AMS) – Outsourced Administration

AMS enables you to delegate platform administration to Synertrade experts, ensuring operational efficiency and consistent quality execution.

Administration activities handled with defined quality and delivery standards
Capacity structured through Work Units aligned with your needs
Detailed scoping and mandatory handover governance
Full coverage of users within the agreed service scope

Who delivers

Our services are delivered by experienced Synertrade consultants, fully integrated within our global organization.

Our support teams are strategically located in America, Europe and Asia. With dedicated specialists in each region, we ensure proximity to our customers—geographically, culturally, and operationally.

Our support consultants are highly trained on the Synertrade platform and procurement processes. They continuously upskill to stay aligned with product evolution and the changing needs of customer environments.

As One team, we maintain a direct and structured collaboration with R&D, BI, Integration, and Infrastructure teams. With no outsourcing, we ensure full control over expertise and the entire resolution chain.

How we deliver / methodology

A structured and controlled delivery framework .

One Ticketing Platform with AI-Supported Services

Enhanced qualification and routing of requests
Full request traceability and visibility
Improved resolution accuracy and speed
Data-driven prioritization and performance monitoring

Scalable Service Model

Flexible support model adapting to your organization’s size and complexity
Ability to scale resources and expertise based on demand

Expert-Led Execution

Dedicated consultants with strong knowledge of your environment
Customer-centric approach focused on performance, adoption, and continuous improvement

Proof of Impact

Our performance is measured through clear, objective, and consistent indicators:

25 000

Requests handled annually

95+ %

Customer satisfaction score