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Home / Insights / Thought Leadership / Understanding the Impact of the Synoptek Platform: A Conversation with an ITSM Expert
May 2, 2024 - by Tim Becker
With the increasing reliance on technology, organizations across diverse sectors are encountering several challenges in managing their IT operations. A robust IT Service Management (ITSM) platform is the need of the hour, as it streamlines and standardizes IT services throughout the length and breadth of modern enterprises.
The Synoptek Platform is one such solution that offers a set of standard processes and systems and enables a common experience for Synoptek customers across all practice areas for planning, project implementation, business management, and technology management and support.
To understand how the Synoptek Platform accelerates business results and maximizes return on investment, we got in touch with Tim Becker, VP of Architecture and Deployment at Synoptek. As an IT strategist and change evangelist, Tim has constantly demonstrated the ability to create sustainable competitive advantages for Synoptek’s customers through innovative solutions, process change, and effective leadership.
Using the Synoptek Platform, he has established several initiatives that have positively impacted the IT and business strategy of customers.
While serving hundreds of mid-enterprise customers, what we have found over the past two decades is that most face the same problems. The executives charged with leading the customer’s IT organizations often find it challenging to:
all while helping to drive business results for their company.
What all those executives realize is that it is a laborious, expensive, and high-risk endeavor to put the people, processes, and systems in place that will provide a solution to those challenges. They need an experienced partner with an established, flexible platform already in place to address those operations management challenges so that they can focus on growing and transforming their business.
So, to return to your question, what is the Synoptek Platform, and how does it address our customers’ challenges?
The last ingredient in the Synoptek Platform recipe is our experience as a managed service provider for over two decades. We have translated that experience into a continuous cycle of platform evolution – tweaking processes, adding automation, and investing in new technologies. We also constantly acquire new skills so that we can continue to streamline service management and deliver consistent, high-quality results to our customers.
Sure. A behavioral health services organization faced many of the common challenges we discussed earlier. In their own words, they were “struggling to maintain a stable technology environment for employees.”
First, we employed the Synoptek Platform immediately as a part of our customer onboarding process and initial round of assessments. As our team got in place and deployed standardized processes, we immediately began seeing immediate improvements. Within 90 days, their IT capabilities as an organization improved from a level 0 organization to a level 2 organization. That immediately resulted in better support for customers and employees and a more stable infrastructure.
Second, we started to work right away to replace their legacy customer care model. Our professional services teams partnered with the customer to identify and then implement a cloud-based platform under which behavioral health best practices and a greatly improved end-customer experience could be deployed. We integrated that solution with the customer’s existing CRM, EHR, HRMS, and financial systems. The result was a vastly streamlined care delivery system that enabled their staff to focus on their work and not be forced to work around the problems of the old system, causing employee morale and productivity to surge. The customer estimates they have enjoyed increased productivity of over 160 hours annually for each of their care providers.
Finally, while many benefits can be realized early by deploying the Synoptek Platform, even more benefits come over time through repeating our Envision. Transform. Evolve approach. This approach, especially when coupled with our IT Leadership (vCIO / vCISO) services, delivers high-quality strategy and design capabilities and results in even more efficiency, stability, and lower costs over time. Measured over the first 3 years of working with Synoptek, the customer achieved an 188% ROI and a total benefit of $9.1 million. Ever since our engagement began in 2016, they have continued to grow and achieve successful business outcomes.
That’s a great question. A part of my operational excellence team is almost exclusively dedicated to continuous improvement. Specifically, we are charged with:
That’s simple: Over 20 years of experience as a managed service provider allows us to understand and optimize the processes that underlay the Synoptek Platform. Our global scale provides us with the resources to deliver the platform efficiently, and great support from our investors helps to ensure we can plan and execute any system improvements we need to continue our success going forward.
We made several significant systems upgrades to the Synoptek Platform in 2023. And we have plans to do even more in 2024.
As organizations continue to increase their investments in modern technology tools and systems, the Synoptek Platform can help unlock genuine and sustained value. Explore the three pillars of the Synoptek Platform and learn how you can leverage our ITSM solution to drive exceptional results.
Tim Becker is Vice President, Architecture and Deployment at Synoptek. As a senior technology executive with 33 years of experience, Tim has constantly demonstrated the ability to create sustainable competitive advantages for businesses through innovative solutions, process change, and effective leadership. As an IT strategist and change evangelist, he has successfully established initiatives that have positively impacted the IT and business strategy of every organization he has been a part of.
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