Synergy Vision Customer Service Department

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Company: Synergy Vision, London, United Kingdom
Company Description: Synergy Vision is a London-based medical communications agency, with offices in Sydney and Dublin. Over our 10-year history we have grown from a team of 2 to 28 people. We provide medical education support and activities to our customers in the pharmaceutical industry.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Department of the Year

Nomination Title: Synergy Vision Customer Service Department

Tell the story about what this nominated organization/department has achieved since 1 January 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms.

We are Synergy Vision, a medical communications agency that delivers the difference to our customers in the pharmaceutical industry. We have built our reputation by delivering quality medical communications, consistently impressing our customers and earning new and repeat business through word-of-mouth referrals.

In 2016, we’re proud to say that 100% of our key customers who replied to our annual customer survey rated us ‘better’ than our competitor agencies; 62% rated us as ‘significantly better’.

The “customer-oriented, pro-customer attitude” of our team was highlighted in our annual customer survey. One reason underlying this high level of customer satisfaction is the way we tailor our services to the needs of each individual customer. No two projects delivered by Synergy Vision are the same – we take the time to understand each customer’s needs and expectations, and create a plan and budget estimate tailored for that project accordingly. Our processes ensure that we update our customers at least once every two weeks throughout the lifecycle of the project (which is anything from a few weeks to several months), with status reporting and calls/emails adapted to each customer’s personal preferences.

Furthermore, our “consistency when it comes to people and when it comes to delivering” is notable in the medical communications industry. Among the many instances of unsolicited feedback we have received from key customers, one praised the Synergy Vision team’s “high degree of calm, can-do, problem-solving professionalism”, which helped them feel supported throughout the demands and conflicting priorities involved in their projects.
In addition, we’ve found that proactively seeking feedback at the end of each project allows our team to get to know our customers better. We implement changes wherever possible and adapt future projects to exceed our customers’ expectations.

One example of this, and a highlight of our work in 2016, was our excellence in providing two individual educational meetings for a key customer. In the first meeting, we added an extra ‘wow’ factor by incorporating technical features such as an iPad for every delegate, a video sting to open the meeting with high impact, and voting functions so that delegates could interact with the presenting faculty. Of the 77 delegates who attended the first meeting, 96% said that they would attend another similar meeting and would recommend this meeting to a friend or colleague. A senior representative from our customer’s company was present at the meeting, and was so impressed that he requested that the additional technical features be incorporated into the second meeting.

With only one month to prepare the additional requirements, our dedicated team was able to go the extra mile, liaising with the technical agency and enhancing the second meeting to the requested standard. The customers were suitably impressed with our efforts: “This was one of the best events (if not THE best) of its kind I have ever attended in my history in Pharma. Well done!!!” Overall, 51% of the delegates rated this meeting as ‘Excellent’ and 43% as ‘Very good’, while 75% of the scientific faculty who presented at the meeting rated the event as ‘Excellent’.

Our financial forecasting indicates that our business with existing customers is set to grow by 15–20% in the next year, and a significant driver of this growth is the high levels of repeat business and word-of-mouth recommendations. Of the customers responding to our 2016 survey, 93% said they would recommend our services to a colleague, and 69% said that they had already recommended us. This reinforces that our mission of delivering excellence in medical communications stimulates our satisfied customers to recommend us to their colleagues, and therefore drive the future of our company.

In bullet-list form, briefly summarize up to ten (10) accomplishments of the nominated department since the beginning of 2016 (up to 150 words).

-2016 customer survey
-24 key customers gave feedback on our services.
-100% rated us better than competitor agencies.
-93% would recommend our services to a colleague.
-Ad hoc customer feedback
- “I would like to say a huge thank you for your company and care - aside from your high degree of calm, can-do, problem-solving professionalism, I simply enjoyed working with you because you are awesome people”.
- “This was one of the best events (if not THE best) of its kind I have ever attended in my history in Pharma. Well done!!!”
-Repeat business based on word-of-mouth referrals
-69% of customers responding to our survey had recommended SV to a colleague
-In the next year, we estimate our business with existing customers to grow by approximately 15–20% compared with the last.