13/09/2022

Is there Room for Old-Fashioned Service in our Digital World?

Our business operates in a highly complex arena where our security solutions are based upon the latest technical advances in video surveillance, access control and alarm systems. These solutions include automatic number plate recognition systems, biometric systems and integrated systems where video/access/alarms/door entry systems are all collected and displayed for the customer through one front end system.

So you could be forgiven if you believed that the Sygma team are focused upon technical solutions rather than old-fashioned customer service – but you would be wrong!

Across the country more and more businesses are jumping on the digital bandwagon offering online, automated and self-service options to consumers. But you have to ask – what is this move away from good old-fashioned face-to-face human interaction doing for their customer relations?

The retail and banking landscapes in particular are going through a transformation: transitioning customers from face-to-face interactions with staff to online and self-service alternatives. In days gone by retailers and banks strived to deliver a personal service; now direct interaction with customers is being reduced and traditional human contact is being replaced by the cost-efficiencies of online and automated service.

In our opinion this devalues the customer relationship and often leaves consumers feeling frustrated and disempowered. How many of us have picked up the phone to a supplier, whether it be a bank or energy company or retail outlet to be given an automated response with a myriad of number choices – only to be faced at the end of a lengthy process with an automated message!

For us to be successful in the field of electronic security we must be technical experts however we take an old fashioned view of customer service. We believe that the customer, not technology, is the most important aspect of our business and it is this belief which ensures that from the very first introduction to Sygma, customers – no matter what time of day or night, will always speak to a member of the Sygma team – within a few seconds of making the call.

We are passionate about providing the best possible service – to every customer – large or small.

This starts with our dedicated account team – customers will always have their own account manager to ensure they receive a continuity of advice and information.

Our engineers are highly technical but customer-focused – explaining in simple terms what we are trying to achieve and often working in difficult and hazardous areas with the minimum of fuss and disruption.

Our office team has been with Sygma for many years – the newest member has been in place for three years – the longest serving for fourteen years! This ensures that phone and email queries are handled quickly and efficiently leaving the customer to get on with doing their job.

And if a customer needs a decision or resolution from the top then our Managing Director is always on hand to discuss issues personally – he is a firm believer in the proverb ‘that a fish stinks from the head’! Customer service in any company has to be driven from all parts for it to be effective.

So rest assured – if you contact us you will immediately be in touch with a real person and start your journey of understanding why old fashioned customer service still has a unique place in our digital world!