Annual contacts
SynergEyes sharpens its customer-centric strategy
SynergEyes sharpens its customer-centric strategy
Synergeyes provides life-changing vision correction products with an aim to create the world’s leading global specialty contact lens company. The company delivers technologically-advanced, quality products to optometrists, ophthalmologists and the patients they serve.
120K
3
Contact centers
0
Downtime
120K
Annual contacts
3
Contact centers
0
Downtime
120K
Annual contacts
3
Contact centers
0
Downtime
120K
Annual contacts
3
Contact centers
0
Downtime
"Our greatest asset is our employees, so we care about keeping them happy. Giving them effective tools like 8x8 avoids frustration and improves morale."
Vishal Mehta, Senior Vice President of Operations and MIS, SynergEyes
"Our greatest asset is our employees, so we care about keeping them happy. Giving them effective tools like 8x8 avoids frustration and improves morale."
Vishal Mehta, Senior Vice President of Operations and MIS, SynergEyes
"Our greatest asset is our employees, so we care about keeping them happy. Giving them effective tools like 8x8 avoids frustration and improves morale."
Vishal Mehta, Senior Vice President of Operations and MIS, SynergEyes
"Our greatest asset is our employees, so we care about keeping them happy. Giving them effective tools like 8x8 avoids frustration and improves morale."
Vishal Mehta, Senior Vice President of Operations and MIS, SynergEyes
The Challenge: Downtime harmed relationships
“Our number one core value is customer centricity, and our agents have worked hard to build that reputation,” says Vishal Mehta, Senior Vice President of Operations and MIS for SynergEyes. “So, when something keeps us from providing the best service to our customers, we take action.”
What frustrated their efforts were local power outages that shut down the two SynergEyes contact centers, where 80% of the company’s orders come in. When doctors couldn’t reach SynergEyes, they called other suppliers.
The Solution: 8x8 eXperience Communications Platform
Mehta’s team quantified the high toll of downtime and saw the ROI of replacing the legacy Avaya on-premises system. Moving the contact center to a resilient, cloud-based platform became vital to the business, as well as to its customers and agents.
“With so many people working remotely, implementing a UCaaS system at the same time just made sense,” Mehta says. “Besides, we’d rather manage one system than two.”
The attentiveness of the sales team led SynergEyes to choose 8x8. “Responsiveness is an indicator of company culture,” says Mehta. “We could see the implementation would be smoother and support would be better with 8x8 than with the other contenders.”
"Our greatest asset is our employees, so we care about keeping them happy. Giving them effective tools like 8x8 avoids frustration and improves morale."
Vishal Mehta, Senior Vice President of Operations and MIS, SynergEyes
The Results: Reliability and continuous improvement
Moving to 8x8 ended the aggravation of contact center downtime, thanks to the 99.999% uptime guarantee. “8x8’s cloud platform provides us stability,” Mehta explains. “And we don't have to worry about phone system backups and disaster recovery.”
It’s important to the customer experience that agents can interact with SynergEyes manufacturing and shipping. 8x8’s XCaaS erases the boundary between them by combining contact center and unified communications functionality. Remote workers can log into 8x8 from anywhere and easily collaborate with colleagues. Many don’t even want desk phones, preferring the 8x8 Work app on their laptops and mobile devices.
SynergEyes easily added 8x8 Work to Microsoft Dynamics 365. “Native CRM integration was a critical requirement,” says Mehta. “8x8 functions seamlessly with Dynamics.”
When a customer calls, 8x8 displays the CRM profile so the agent can greet the caller by name. And the integration allows agents to enter their notes right in Dynamics. That enables in-depth reporting; it also gives field sales reps visibility into up-to-the-minute information when visiting accounts.
8x8 AI-driven analytics provide sharp insights into the customer experience. SynergEyes uses those insights to coach agents to achieve continuous improvement.
“We use the embedded sentiment analysis to see which parts of a call involve negative or positive emotions,” says Mehta. “Then we can give agents actionable feedback, with concrete examples of how they can improve.”
Agent job satisfaction has gone up, Mehta reports. “Our greatest asset is our employees, so we care about keeping them happy. Giving them effective tools like 8x8 avoids frustration and improves morale.”
Customer satisfaction also is on the rise, as evidenced by a boost in NPS after just two months of using 8x8.
“8x8 has delivered what we were looking for: a stable system that supports our strategy of customer centricity with CRM integration and excellent analytics,” Mehta concludes.
The Results: Reliability and continuous improvement
Moving to 8x8 ended the aggravation of contact center downtime, thanks to the 99.999% uptime guarantee. “8x8’s cloud platform provides us stability,” Mehta explains. “And we don't have to worry about phone system backups and disaster recovery.”
It’s important to the customer experience that agents can interact with SynergEyes manufacturing and shipping. 8x8’s XCaaS erases the boundary between them by combining contact center and unified communications functionality. Remote workers can log into 8x8 from anywhere and easily collaborate with colleagues. Many don’t even want desk phones, preferring the 8x8 Work app on their laptops and mobile devices.
SynergEyes easily added 8x8 Work to Microsoft Dynamics 365. “Native CRM integration was a critical requirement,” says Mehta. “8x8 functions seamlessly with Dynamics.”
When a customer calls, 8x8 displays the CRM profile so the agent can greet the caller by name. And the integration allows agents to enter their notes right in Dynamics. That enables in-depth reporting; it also gives field sales reps visibility into up-to-the-minute information when visiting accounts.
8x8 AI-driven analytics provide sharp insights into the customer experience. SynergEyes uses those insights to coach agents to achieve continuous improvement.
“We use the embedded sentiment analysis to see which parts of a call involve negative or positive emotions,” says Mehta. “Then we can give agents actionable feedback, with concrete examples of how they can improve.”
Agent job satisfaction has gone up, Mehta reports. “Our greatest asset is our employees, so we care about keeping them happy. Giving them effective tools like 8x8 avoids frustration and improves morale.”
Customer satisfaction also is on the rise, as evidenced by a boost in NPS after just two months of using 8x8.
“8x8 has delivered what we were looking for: a stable system that supports our strategy of customer centricity with CRM integration and excellent analytics,” Mehta concludes.
The Results: Reliability and continuous improvement
Moving to 8x8 ended the aggravation of contact center downtime, thanks to the 99.999% uptime guarantee. “8x8’s cloud platform provides us stability,” Mehta explains. “And we don't have to worry about phone system backups and disaster recovery.”
It’s important to the customer experience that agents can interact with SynergEyes manufacturing and shipping. 8x8’s XCaaS erases the boundary between them by combining contact center and unified communications functionality. Remote workers can log into 8x8 from anywhere and easily collaborate with colleagues. Many don’t even want desk phones, preferring the 8x8 Work app on their laptops and mobile devices.
SynergEyes easily added 8x8 Work to Microsoft Dynamics 365. “Native CRM integration was a critical requirement,” says Mehta. “8x8 functions seamlessly with Dynamics.”
When a customer calls, 8x8 displays the CRM profile so the agent can greet the caller by name. And the integration allows agents to enter their notes right in Dynamics. That enables in-depth reporting; it also gives field sales reps visibility into up-to-the-minute information when visiting accounts.
8x8 AI-driven analytics provide sharp insights into the customer experience. SynergEyes uses those insights to coach agents to achieve continuous improvement.
“We use the embedded sentiment analysis to see which parts of a call involve negative or positive emotions,” says Mehta. “Then we can give agents actionable feedback, with concrete examples of how they can improve.”
Agent job satisfaction has gone up, Mehta reports. “Our greatest asset is our employees, so we care about keeping them happy. Giving them effective tools like 8x8 avoids frustration and improves morale.”
Customer satisfaction also is on the rise, as evidenced by a boost in NPS after just two months of using 8x8.
“8x8 has delivered what we were looking for: a stable system that supports our strategy of customer centricity with CRM integration and excellent analytics,” Mehta concludes.
The Results: Reliability and continuous improvement
Moving to 8x8 ended the aggravation of contact center downtime, thanks to the 99.999% uptime guarantee. “8x8’s cloud platform provides us stability,” Mehta explains. “And we don't have to worry about phone system backups and disaster recovery.”
It’s important to the customer experience that agents can interact with SynergEyes manufacturing and shipping. 8x8’s XCaaS erases the boundary between them by combining contact center and unified communications functionality. Remote workers can log into 8x8 from anywhere and easily collaborate with colleagues. Many don’t even want desk phones, preferring the 8x8 Work app on their laptops and mobile devices.
SynergEyes easily added 8x8 Work to Microsoft Dynamics 365. “Native CRM integration was a critical requirement,” says Mehta. “8x8 functions seamlessly with Dynamics.”
When a customer calls, 8x8 displays the CRM profile so the agent can greet the caller by name. And the integration allows agents to enter their notes right in Dynamics. That enables in-depth reporting; it also gives field sales reps visibility into up-to-the-minute information when visiting accounts.
8x8 AI-driven analytics provide sharp insights into the customer experience. SynergEyes uses those insights to coach agents to achieve continuous improvement.
“We use the embedded sentiment analysis to see which parts of a call involve negative or positive emotions,” says Mehta. “Then we can give agents actionable feedback, with concrete examples of how they can improve.”
Agent job satisfaction has gone up, Mehta reports. “Our greatest asset is our employees, so we care about keeping them happy. Giving them effective tools like 8x8 avoids frustration and improves morale.”
Customer satisfaction also is on the rise, as evidenced by a boost in NPS after just two months of using 8x8.
“8x8 has delivered what we were looking for: a stable system that supports our strategy of customer centricity with CRM integration and excellent analytics,” Mehta concludes.
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