Get to know the world’s best support team and the ways they can help you

In the dynamic world of project management and architecture, having the right tools and support is crucial for success.

Total Synergy understands the unique challenges faced by professionals in these industries and strives to provide comprehensive support solutions that empower their clients at every stage of their journey. From when you first join Synergy to ongoing assistance, Total Synergy’s dedicated support services ensure seamless operations and maximum productivity.

Our Total Synergy support team is unlike any other in the SAAS space. With real people available during your primary business hours, alongside our friendly new AI helper Blue, you’ll be able to get support any time of the day. Our Total Synergy support team includes Mellissa, Benjamin, Anne, Amber, and Blue.

How to contact Total Synergy support

Synergy users can contact support easily and efficiently through the support widget that lives on every screen in a user’s organisation. Not only are you able to ask for help from Support, but you can also search our Knowledge Base, and be kept up to date with the latest news and events Searching the Knowledge Base is a great first step in finding answers to your questions, with a variety of articles on the different features and functionality in Synergy, you can learn about new features, find step by step instructions on how to use a feature, and how to complete a function as well as find questions and answers about why something may work a particular way in Synergy.

When asking the team a question, you’ll first be served by Blue, for best results it is best to make sure your initial messages are in the form of a question rather than screenshots – this helps get a more accurate response from Blue, but also greatly helps the support team should Blue be unsuccessful in answering your question or providing you with a solution. The team are always here to help you if something is not working as it should, answer any questions you have about the platform, and ensure you are supported throughout your Synergy journey.

Meet our amazing Team!

Anne
AUS – Senior Customer Support Specialist
Joined – October 2012

There is no doubt you’ve spoken with Anne! She’s been through just about every role there is at Total Synergy, and we’re incredibly grateful to have her in support. Mostly offering support for users that are or have transitioned from the Legacy On-Premise product, Anne is an absolute guru of all things Synergy.

Outside of Total Synergy, I like to: Sing acapella in a barbershop harmony ensemble (Circular Keys Chorus) and quartet (Kephi). I love reading both fiction and non-fiction books when I can, going for walks with our border collie, and occasionally dabbling in a few art projects. I love good documentary music or history documentaries as well.

My Synergy superpower is: Connect – I used MYOB for many years in a previous life and it’s still haunting me now.

 

Amber
UK – Customer Support Specialist
Joined – August 2021

You’ll know Amber if you’re in our EMEA region or if you’re in Australia contacting us after 5:30 PM AEST. Amber is our little legend in the UK, providing outstanding support. You’ll now also experience her excellence if you’re new to Synergy, as she’s transitioning into a Consultant/Training role.

Outside of Total Synergy, I like to: Read (at the moment I’m enjoying a little summertime rom-com, but I also love sci-fi), watch loads of telly, and go to the pub.

My Synergy superpower is: Document templates!

 

Ben
AUS – Customer Support Specialist
Joined – August 2021

If you’ve spoken with Ben, there’s no doubt you got the ultimate support experience with a well-thought-out, instructed, and informative response. You may also be familiar with Ben for his amazing skills in Synergy Reporting! Ben is an Admin of the Community group “Reports Q&A,” along with Naomi.

Outside of Total Synergy, I like to: I have a bunch of hobbies that I switch between. I’ve been playing music since I was 5, with bass guitar being my main instrument. I play video games with friends. I like to cycle. I do various art things (drawing, digital, photography, 3D modeling). I seem to collect hobbies. The hardest thing is picking which one to do!

 My Synergy superpower is: For some reason, reports.

 

Mell
AUS – Customer Support Team Lead
Joined – August 2021

You’ll see Mell from time-to-time as she pops in and helps the team out with their conversations when they’re on lunch, busy with another task, or away for the day, so that your support experience isn’t interrupted. She’s usually hanging out and working in the background – helping in some way from afar.

Outside of Total Synergy, I like to: Cook delicious food, play board games with friends (my collection is almost embarrassingly large), try my hand at all of the artsy hobbies I come across on Instagram – currently, I’m teaching myself 3D modeling and animation, inspired by Ben and Youtube.

My Synergy superpower is: Customer Service is and always will be my superpower at my core, but at Total Synergy, I am the Team Leader of an amazing team of people. If a Superpower was getting to work with them every day, this would be it.

 

Naomi
AUS – Customer Solutions Engineer
Joined – April 2021

Naomi has been in a variety of roles that have highlighted her amazing skills, so you may be familiar with her from either showing you SharePoint or telling you how things will work when you onboard to Synergy. These days you’ll occasionally see Naomi in support; otherwise, she’ll be training our new Synergy users!

Outside of Total Synergy, I like to: Play games on my PC, usually in a support role, or listen to the audiobook of Mariah Carey’s memoir ‘The Meaning of Mariah Carey.’

My Synergy superpower is: Reports and templates!

 

Meet Blue
Our Amazing Chat-Bot
Joined – June 2023

Here at Total Synergy, we understand the importance of providing fast and accurate customer support. That’s why we’re proud to introduce you to our chat-bot, Blue!

Blue is powered by OpenAI’s GPT-4, the leading natural language processing technology, and proprietary machine learning technology provided by our Support system software. This allows her to quickly find and refine a response from our Knowledge Base.

Don’t think of Blue as another typical auto-reply Bot and ignore the responses she provides unless you find them to be completely wrong. Blue will provide summarised information from our Knowledge Base and include the relevant source articles, so you can click on it and view the detailed article, including any screenshots and other media inside the article.

We’re very excited by the quick and accurate support Blue has provided so far, and we hope you will be too. Think of Blue as the Total Synergy intern that’s available to you 24/7.

 

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