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Customer Service: its importance for B2B companies

The term customer service refers to the support services that a company offers its customers, before and after the purchase of one of its products or services provided.

The customer service includes all those activities of after-sales which, a B2B company performs towards its clients and which aim at support for the resolution of problems and/or complaints, providing prompt answers to questions and queries made in person and gathering guidance for further customization of solutions.

All interactions made through customer service represent a great opportunity for growth for a B2B company especially within a market characterized by much competition and competitiveness.

Being able to have excellent customer service is certainly a valuable element that can make a difference from all other direct competitors and, above all, fosters both loyalty and brand recognition, in absolute terms of quality, trust and reliability.

Customer Service - After-sales B2B companies | Sygest

How Sygest provides quality customer service

In an ever-changing B2B market, the importance of quality customer service is critical to maintaining customer trust and satisfaction.

Sygest, aware of this need, is committed to providing increasingly advanced customer service. In this regard, we asked Stefano Maestri (CTO of Sygest) to explain how the company is moving in this direction and what kind of customer support it is able to offer.

The response was that over the past year, Sygest has significantly strengthened its customer service division with the goal of providing proactive service by undertaking several key initiatives:

  1. Reorganization of the department following the principles of regulations.
    The activities carried out are certified ISO 9001 for what concerns quality management and ISO 27001 for information security. This demonstrates Sygest’s ongoing commitment to operational excellence and information security. The benefits to customers are significant, as they can rely on our solutions with greater peace of mind and confidence. Certified activities include: design, development, installation, support, and maintenance of complete information systems or vertical solutions, particularly for technical documentation management of mechanical companies, after-sales management, and Public Administration (PA) instance management; systems consulting; and marketing of IT products (SOA Rev 2 of 2020/06/23).
  2. Strengthening first-level customer service (L1)
    Sygest has made customer service (L1 support) more structured so as to offer more direct and immediate help when opening tickets. This allows common problems to be solved quickly and provide a timely response to customers.
  3. Second level customer service (L2)
    This level of customer service is directly related and related to software developers. This ensures that the most complex problems can be addressed with advanced technical expertise, improving the quality of the solutions provided.

Sygest is determined to continue to improve its customer service, aiming to offer increasingly advanced support. The company’s goal is to ensure that all customers can count on reliable and high-quality after-sales support at all times.

ISO 27001 and ISO 9001 certifications: insights

ISO 27001 is the international standard that defines the requirements for an information security management system (also known as acronym ISMS). It represents a set of policies, procedures, processes, and systems that can protect the confidentiality, availability, and integrity of information by managing information risks such as cyber attacks, data breaches, and data loss or theft.

Certification ISO 27001 demonstrates how Sygest has defined and implemented all best practices in information security, emphasizing the importance of the data protection, a key issue in an era where cyber threats are always the order of the day and constantly evolving, causing substantial economic and image damage to affected companies.

Certification ISO 9001, on the other hand, is the international standard of reference regarding the quality management of a company and specifies the requirements necessary for the company to demonstrate its ability to regularly provide products or services that meet customer requirements and the increase in customer satisfaction by improving the system itself.

The main objective of ISO 9001 is the pursuit of its customers’ satisfaction with the products and services provided, as well as the continuous improvement of the company’s performance, thus enabling Sygest to assure its customers of both maintaining and improving the quality of its goods and services over time.

More info

To receive more information about all the benefits and opportunities arising from the customer service provided by Sygest in the area of after-sales and inherent to ISO 9001 and ISO 27001 certified activities, please email us at