Customer-Centric, Responsive Support

With Edupoint support, you let us know what you need to do and we talk through the possibilities with you and figure out a pathway together.

Three core principles underlie our commitment to every partner district: Do the Right Thing, Partners for Life, and Customer First, Always. The path to successful partnership begins when we introduce these principles to each new support specialist we onboard.

Our CRC representatives approach each conversation as a touchpoint in the process of creating a positive, long-term partnership with every district we serve.

Our job is to help you do what you want to in the way that you want to. It’s about fitting Synergy to your needs, not fitting your needs to Synergy.

Change happens, so our CRC team continuously monitors support data and customer feedback to ensure that we understand the evolving needs of our customers and deliver the information and assistance you need, when you need it.

Need a little virtual help? Reach out to our CRC by phone, email, or the online Synergy Help Desk. Any one of our CRC specialists can open a dedicated GoToAssist™ session between their workstation and yours, where they will be able to see your issue in action and show you exactly how to solve your problem.

Every implementation provides a context-sensitive online help system that includes Quick Reference Guides (short, step-by-step documentation for commonly performed tasks), video tutorials, and comprehensive technical documentation. You can also create your own documentation relating to district-specific tasks or customizations for access by end users via a custom, district-created website.

Use Synergy Help Desk to track issues online from submission to resolution. Customers can log in 24/7 right from the Synergy interface to open a new ticket or view up-to-the-minute status information on existing tickets.

We think the person most qualified to decide when your ticket is resolved is you. When a CRC Representative recommends your ticket for closure, you review the ticket summary and mark the ticket resolved or unresolved. If unresolved, CRC works with you to resolve it to your satisfaction.