Customer Relations

Professional Service Team

SYSTEX’s Project Management Office (PMO) oversees planning, monitoring, and coordination across all group projects. It centralizes customer project management and risk control, enabling project managers (PMs) to lead teams effectively toward successful delivery.

To optimize outsourced project management, SYSTEX established the “Rules of Outsourced Project Management,” outlining supplier review, procurement, and auditing principles to ensure security, cost-efficiency, and service quality.

The PMO and Business Division formed a cross-functional team to evaluate suppliers through interviews and audits, ensuring delivery capability, financial stability, and overall service quality.

SYSTEX built the “Software Development Ecosystem Partner and Technical Talent Platform” to select high-quality suppliers via self-assessment and tiering, enabling to improve audits, integrate resources and enhance value creation.

Service Quality

As the largest IT service provider in Taiwan, SYSTEX undertakes projects across in various fields, ranging from small to large and complex, accumulating more than 40,000 customers. In order to manage projects effectively, SYSTEX has developed a project management mechanism, built a related IT system and platform, so that PMs and team members can manage and evaluate the current status of projects to execute more smoothly.

Since the project inception, the project teams collaborate with skills and solutions to ensure the delivery of high-quality products and services, and strictly manage budgets and risks through outsourced selection and assessment mechanisms. PMs also hold regular project meetings to maintain good relationship with customers during execution, and hold an acceptance meeting before the end of the project. Finally, project performance is reviewed against system data and then appropriately maintained in the PM system as the organizational assets.

PMO checks the implementation of projects, finds abnormal status in advance to adjust the project risk level timely through the management system, and formulates lessons learned for abnormal projects, and cooperates with advocacy meetings to strengthen experience exchanges and improve their ability for provision of high-quality products and services.

Customer Satisfaction

To realize major customers opinions, SYSYTEX conducts a satisfaction survey. The survey adopted a 7-point scale, focusing on “service quality, professional competence, and overall service.” A total of 158 clients were distributed questionnaires, and 40 valid responses were received.