Insights from Symcor's SVP, Client Service Delivery & Operations

When Symcor began operations in 1996 as a business process solutions provider to some of Canada’s largest organizations, we maintained a steadfast focus on earning our clients’ trust through services that were agile, secure and executed at scale. 27 years later, while we have seen extraordinary market shifts, our commitment remains unchanged. 

In our latest semi-annual client experience survey, we are very proud to have received an all-time high customer satisfaction (CSAT) score of 97% for our services and support. Clients attribute Symcor’s “excellence in service delivery, responsiveness [and] strong partnership” as key factors resulting in our market leadership in this space. 

In addition, our Net Promoter Score (NPS), a key indicator of client trust, has been consistently trending upwards and is at the industry-cited ‘excellent’ level. “Operational excellence, deep and trusting relationships” along with our reputation of being “dependable [and] knowledgeable industry experts” are some of our clients’ comments from the survey. Along with this, our ability to provide innovative and “extensive product/service offerings” drives clients’ willingness to recommend Symcor as a trusted and preferred partner.  

From business transformation to digital innovation, we support our clients with deep rooted expertise and innovative solutions through every stage of their business evolution. Here is a glimpse into our approach, where customer satisfaction is not just a target, but an unwavering commitment.

Employee-first culture centered on excellence 

Every employee is empowered to seek opportunities for continuous improvement, enhancing systems or innovating workflows to sustain service excellence.

Symcor constitutes an essential service within Canada’s payments ecosystem. With an operations team of over 1000 dedicated employees and seven Operations sites across Canada, we have consistently delivered client services with no material impacts over the years. Our success hinges on ensuring our employees are set up for success by creating a culture that enables them to thrive in changing environments; supporting their well-being by promoting a healthy work-life balance; and prioritizing ways to boost employee engagement and morale. 

It is imperative to create a culture of collaboration and spirited teamwork, which organically results in a motivated and inspired workforce. The overarching principle stands firm and true; if we take care of our employees, they will take care of our clients.

Operating model rooted in client centricity

While our operations teams are laser focused on delivering services, our enabling groups also function with a client-first mindset, ensuring that strategic investments positively impact the client experience. 

Symcor’s delivery of its exceptional service performance stems from our operating model, designed around these key components:

• Maintaining a national footprint supported by our robust business continuity protocols to enable uninterrupted service delivery.
• Managing a Service Management Forum, in collaboration with Operations and Technology for root cause analyses, proactive monitoring and performance trend reviews.
• Monitoring the execution of efficiency and effectiveness initiatives including automation and process improvements to drive greater client value.
• Running a dedicated Client Experience Program to elicit feedback and identify priority areas for continuous improvement.
• Establishing an internal Client Advisory Council to systematically address concerns and enhance interactions across all touchpoints.

Aligning the organization with a unified client-centric mindset ensures that all teams maintain a concentrated emphasis on consistently delivering high levels of service excellence.

A mindset of innovation and collaboration

Our focus on deeply understanding our clients’ business is an integral part of what we do; we invest in advanced technologies to deliver innovative solutions that help our clients successfully navigate their business transformation journeys; we emphasize an enterprise-led approach over isolated silos to drive actions based on client feedback; we go beyond transactional exchanges by cultivating relationships that are based on transparency, openness, and trust. Through regular and consistent touchpoints, we prioritize staying connected with our clients. 

Knowing that our success is intertwined with our clients', we are dedicated to delivering excellence and driving impactful outcomes as we remain focused on being the trusted partner to make tomorrow’s challenges today’s business.