Parasyn Recognised for Customer Experience Excellence
Parasyn has been delivering digital solutions to critical infrastructure customers for over 20 years. That extensive industry experience, and a focus on resolving the challenges of project delivery for complex technologies, has shaped a distinct way of working with customers, one now recognised with an Australian Business Award for Customer Experience Management.
Quality as the Real Challenge
The software systems Parasyn has built to support how customer experience is managed keep everyone inside the business aligned. As customers share insight into their unique business challenges, Parasyn has been able to improve, quickly, how it helps them solve OT problems and reach their longer-term goals.
Parasyn views quality as the overwhelming challenge for most software solution providers, particularly in industries where systems are loosely regulated outside the design phase. The ease of using advanced software to work around problems in the short term lends itself to quick fixes that work in the moment but lead to poor operational outcomes further down the track. What's required instead is a solid methodology that brings the right people together to properly weigh risk and the impact of different paths forward.
Access to subject matter experts is a key part of getting this right. The challenge with SMEs dedicated to one customer is cost, availability, and the simple fact that experts get bored doing the same thing. Experts need to keep learning and keep facing new challenges, that's what makes them experts in the first place. Parasyn schedules SMEs across specific assignments optimised for each customer's short and long term goals, balanced against the business's own goal of lifting every staff member's competency over time.
Why Communication Is the Differentiator
Customers rarely know what needs to happen next, and they certainly don't know the status of everything if information, good and bad, isn't actively shared with them. To solve this, delivery managers stay close to customer needs, risks, financial expectations, and who is doing what and when, making sure everyone stays talking. The value of that daily cadence is easy to underestimate, and achieving it takes more than a line in a mission statement.
After introducing a formal strategic planning process to steer the company's direction, the Brand Promise emerged as the cornerstone of Parasyn's customer service strategy. Built over several years of research and trial and error, it has evolved into a set of interwoven commitments openly pledged to customers. By demonstrating unwavering dedication to Planning, Responsiveness, and Delivery, Parasyn aims for customers to see it as a trusted partner vital to the long-term success of their business.