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Customer stories
See how Synergy’s expertise has helped these organisations improve efficiency, enhance service, and drive real results.
Maurice Blackburn
Location: Australia
Industry: Legal Services
Challenge:
Maurice Blackburn’s IT service management platform was no longer fit for purpose. It lacked flexibility, required costly external support, and made troubleshooting slow and inefficient. With their contract renewal approaching, they needed a modern, scalable solution.
Solution:
Migrated to a new ITSM platform with Freshservice.
Automated onboarding and offboarding workflows.
Enabled in-house management, reducing reliance on external vendors.
Improved reporting, service response times, and employee engagement.
The Hello Co
Location: Australia
Industry: Language and Interpreting Services
Challenge:
The Hello Co needed to scale operations while ensuring personalised customer service. Their current system lacked automation and multi-channel support, making it hard to meet increasing customer demand.
Solution:
Implemented a new CX platform with Twilio.
Personalised content, messages, and calls.
Integrated omnichannel support.
Enhanced analytics and reporting.
Selwyn District Council
Location: New Zealand
Industry: Government
Challenge:
Selwyn District Council struggled with an outdated contact centre system that caused inefficiencies, long wait times, and inconsistent service delivery across different communication channels.
Solution:
Deployed a cloud-based ITSM with Freshservice.
Automated approval workflows.
Faster ticket resolution.
Improved reporting and analytics.
Tasman District Council
Location: New Zealand
Industry: Government
Challenge:
Tasman District Council’s outdated ITSM system lacked the capability to keep up with the councils’ increasingly complex demands. They needed a user-friendly, customisable, and cloud-based solution with better reporting capabilities.
Solution:
Deployed a cloud-based ITSM with Freshservice.
Automated approval workflows.
Improved prioritisation and routing.
Real-time metrics and customisable reporting.
My Business
Location: Australia
Industry: Business services
Challenge:
My Business (formerly Business Australia) needed to streamline member services and improve accessibility for businesses seeking support, while ensuring their service model could scale efficiently.
Solution:
Introduced new customer communication channels.
Optimised and integrated workflows.
Enhanced reporting and analytics.
Enhanced mobile workforce functionality.
Digicall Assist
Location: Australia
Industry: Emergency services
Challenge:
Digicall Assist wanted to deliver faster, more personalised roadside assistance by enhancing customer experience and operational efficiency through digital transformation.
Solution: