Access the link https://service.synesgy.com/global and select the option ‘Are you new member? Click here’: the registration form opens. All the mandatory fields have to be completed. After having checked ‘I’m not a robot’, select the “Register” button. The user will receive an email to the provided email address with the instructions to complete the user profile.
It is a technical misalignment: ask the user the email address and open a ticket to email@example.com providing both the email address and the error by the system.
Ask the user to wait a few minutes and to verify if he/she has received the registration email. If so, then the registration is successful and ask the user to access the link. Otherwise, ask the user to re-submit the registration (after having changed the browser and empty the Synesgy cache).
If the latter doesn’t work, open a ticket to firstname.lastname@example.org
The error appears when the company is already registered on the Synesgy website.
To verify this, the customer support operator goes https://service.synesgy.com/global, with its credentials then click on the ‘Admin Console’ > ‘User Settings’, search the company through Business ID or company name:
If the company is there, it means that it has already been registered and we can also check for the email used for the registration. In this case, the operator communicates to the client that the company is registered on Synesgy.
The user can recover his password by selecting the option ‘Have you forgotten your password? Click here’:
Instead, if the user is not able to manage this, the operator accesses https://service.synesgy.com/global with his credentials, clicks on the ‘Admin Console’ > ‘User Settings’, searches the company through Business ID or company name and selects the key icon.
It is necessary to carefully analyse this point: if the request comes from the head of a supply chain then we can proceed with the change. Instead, if the request is from a user that has voluntarily registered on the Synesgy platform, it is needed to be sure that the user asking for this is the one entitled by the company to manage it and effectively employed in the company.
Indeed, both cases require a written request.
After having certified the user identity, the operator accesses https://service.synesgy.com/global with its credentials, clicks on the ‘Admin Console’ > ‘User Settings’, searches the company through Business ID or company name and selects the pencil icon:
From this panel, it is possible to change data like email address, name, surname, telephone number, etc.
The user can click on the ‘Save as draft’, available in each of the questionnaire’s sections and then resume the compilation later. Instead, if the attachments will never be available, it is necessary to modify the answers in the questionnaire.
It means that the user has to attach the needed documentation (questionnaire status: failed validation). At the end of the questionnaire, the user can see the list of needed documents, the supported formats and the button to be pressed to upload them.
If the user presses ‘Upload the file’, he/she will have to choose a category (label) for the doc, e.g. energy bill, water bill, partnership, certification, etc.
No bold problems: they have to be considered as a bug. If some verification notices are non-bold then a ticket to email@example.com has to be opened.
Bold problems: these notices are checked by the operators. The check is completed through access to business information (e.g. the user declares 7 employees while 5 are declared in BIR).
In the section ‘Quality check’, for a specific company, the operator can see if there is a lock icon. In this case, an operator has taken charge of the questionnaire.
If an operator wants to understand the validation progress and urge the operator to manage the process, it is possible to click on the ‘Comments’ section and see who is controlling it. If it is not possible to retrieve the name, write an email to firstname.lastname@example.org
We can support the user asking to access the ‘Comments’ section where he/she will see all of the warnings related to specific questions to be reviewed
We can share only the public comments.
It is not possible to print the questionnaire through the platform. Instead, the user can download the full report on the local pc and then print it.
The change can be done only at the first access to the platform. After that, the operator should open a ticket to email@example.com to manage this operation.
The operator sends the request to […] attaching the question of the user.
Synesgy provides SMEs with an ESG assessment allowing them to disclose the outcome to their stakeholders. In addition, Synesgy is an instrument used by large supply chains to increase the level of transparency among market actors concerning ESG topics. Indeed, Synesgy supports attracting credit institutions and investors by self-declaring the actions towards sustainability.
The questionnaire is composed of a core section as well as industry-specific questions in line with norms and worldwide standards. At the end of the completion phase, a certificate is granted to the company.