Synchrony™ Enterprise Support

All Synchrony licensed implementations begin with a guaranteed package of installation services, which includes the on-site setup of your core application for users and managers, expert instructions on Synchrony's functionality, solution testing and end-user training. Our installation team will work with your solution team to perform the following:

• Implementation—A Product Specialist and System Specialist will work with your user groups to determine how you will use Synchrony, and they will perform the following:
  
  - Define your business requirements and user requirements
  - Build a detailed system architecture and scope of work
  - Develop a detailed project plan with resource requirements
  - Design and build one tenant and one set of campaign business rules and knowledge base
  - Route rules for the appropriate channels (phone, e-mail, chat, fax, self-service and self-help)
  - Develop a training plan for your end-users regarding the Synchrony desktop, knowledge manager, and standard reporting

• Installation—A System Specialist will perform the following during installation:
  
  - Assure site readiness
  - Install Synchrony software on the host facility hardware
  - Work jointly with your team to configure and integrate the various components required to make the environment "client-campaign ready," and configure the Synchrony sample support campaign

• Configuration — A System Specialist will perform the following configuration tasks:
  
  - Configure campaign initialization and activation for one tenant, one campaign group, and one campaign
  - Configure one user per license, one user queue and one schedule
  - Provide guidance to help with the creation of knowledge content such as: defining a knowledge resource tree, setting up problem/resolution processing and adding FAQ capability and communication channel configuration for two of the following channels (phone, e-mail, chat, and fax) in a single user queue