Our approach
The systems are in place. The experience is not.
Why we build the layer above your systems of record, and how we decide what goes in it.
Over twenty years, enterprises have done the hard part. They bought SAP or Oracle for finance and operations, Salesforce for customers, a platform for payroll and HR, and a hospital, student or banking system for the core of the business. The data is in place and, in most organizations, it is largely correct.
What those systems never did was make themselves pleasant to use. They were designed around the process of the department that bought them. The person at the other end, a student, a patient, a customer or an employee, meets them as a set of unrelated logins, forms and queues.
SyngyMAXIM exists for that gap. We build the experience layer: portals, conversational chatbots, voice agents, mobile apps, analytics and overlay solutions that sit above your systems of record and let people do what they came to do. We leave the underlying system in place.
Alongside the layer we have built sector-specific solutions, among them hospital information systems, student information systems, eKYC, eTendering and Employee Self Service portals. An experience is only as good as the domain knowledge behind it.
What we believe
Five positions.
Adoption is the return on investment.
A system nobody opens returns nothing, whatever the licence cost. Most enterprise software is bought on the strength of its features and judged, a year later, on whether people use it. We reverse the order. We start with the person who will use the system and work back to the features.
Do not replace the ERP.
An ERP, a CRM or an HR platform holds years of business rules that nobody wants to rediscover. Replacing one to fix the experience is an expensive way to solve a smaller problem. We leave the system of record alone and build the layer people actually touch.
Design for the person with ninety seconds.
The student between classes, the doctor between patients, the employee on a train, the bidder with a deadline. Nobody sits down to use an enterprise system for pleasure. If the task cannot be finished in the time they have, it will not be finished.
Every channel is a view of one record.
A portal, a chatbot, a voice agent and a mobile app that each keep their own copy of the truth will disagree within a week. We build them as views over the same integrated source, so the answer a person hears on the phone is the answer they read on screen.
Judge the layer by the questions it removes.
A good experience layer shows up in the help desk. Fewer calls asking where a form is, fewer emails asking for a status, fewer people walking to an office to be told to come back tomorrow. Those are the numbers we ask our clients to watch.
How a layer gets built
Four steps, in order.
Listen to the user
We spend time with the people who will use the system, not only with the people who commissioned it. The first deliverable is a plain description of what each of them is trying to get done.
Read the system
We study the ERP, CRM, HR platform or custom system underneath: its data model, its APIs, its limits and its owners. The layer is only as good as the integration beneath it.
Build the layer
Portals, assistants, apps and dashboards are built together on one integration, so every channel answers consistently.
Keep it alive
Systems evolve every year, and so do the experiences on top of them. We stay on to maintain, extend and support what we built.
Channels
Six ways to reach one record.
Portals
Self-service front doors for students, patients, customers, employees and vendors.
ExploreChannelConversational chatbots
Assistants that answer from your systems of record and hand over to people when they should.
ExploreChannelVoice agents
Spoken access for callers and for people whose hands are busy.
ExploreChannelMobile apps
Native and cross-platform apps on Android and iOS.
ExploreChannelAnalytics
Dashboards and reports on Qlik, Tableau and Power BI, shaped for the person reading them.
ExploreChannelOverlay solutions
Layers added on top of ERPs, CRMs and HR systems without disturbing them.
ExploreIntegrations
Systems we connect to.
Tell us who your users are.
Describe the people who struggle with your systems today. We will come back with the experience we would build for them and the integrations it needs.