Sync recently achieved ISO 9001:2015 certification, the international standard for quality management. Sync is an operations partner that runs SAP, cloud and infrastructure for enterprise organisations, and the certificate applies to all five of its services: SAP Application Management Services, SAP Consultancy, Recover Failing SAP Projects, SAP Basis and Cloud & Infrastructure. For any organisation choosing or reviewing an operations partner, the certificate offers independent confirmation of how Sync plans and documents its service across every engagement.
What does ISO 9001 certification confirm?
ISO 9001 is published by the International Organization for Standardization (ISO) and sets out the requirements for a quality management system. To earn the certificate, a company has to show an external auditor that it understands what its clients need. It also has to prove that it meets those needs through clear, written processes the whole company follows. Sync's certificate stays valid until 2029, as long as the auditor confirms every year that those processes still work.
Scope is worth checking with any partner, because a certificate that covers one service line says little about the rest of an engagement. Sync's certificate names consulting, implementation, integration, support and managed services for SAP, cloud and infrastructure, along with DevOps and project management. Together they span all five Sync services. At Sync, the same documented process applies to an urgent SAP issue and to a routine request, such as setting up a new Microsoft 365 user.
How does ISO 9001 shape the service Sync delivers to its clients?
The certification gives clients a clear view of how Sync manages their environment. These four practices are the ones the people responsible for those systems notice first.
- Every incident and service request follows a documented path, from logging to resolution, against agreed targets.
- Sync measures delivery against agreed SLAs and its own quality objectives, and
- management reviews the results.
- When a result calls for improvement, the team traces it to its root cause and confirms that the correction is working.
- Consultants document each change as they make it, which keeps the full history of a client's environment inside the engagement for whoever picks up the next request.
The quality objectives behind these practices are measurable. Sync handles 99% of tickets within the times set in each client's SLA, and it resolves eight out of ten within two business days. Fewer than 3% of closed tickets come back, which shows the team fixed the cause of a problem the first time.
For clients, numbers like these mean operational freedom. Leadership spends its time on growth and the next big project, not thinking about SAP, cloud or infrastructure.
What does a documented process change for a client's business?
When a posting period won't open during month-end close, finance raises a ticket. The SLA tells them when to expect a fix, and they plan the rest of the close around it.
The client's team doesn't have to explain their setup again when a new consultant joins the account. Sync writes down every change as it happens, with the reason behind it, and the next consultant starts from that history. Years later, the client can still find out why a setting was made.
When every request has an owner and a documented path, the systems underneath go quiet. Nobody on the client's side has to chase an update or wonder who is handling an issue. The people leading the business gain the operational freedom to focus on the work that matters most.
How does ISO 9001 apply across Sync's SAP and cloud services?
In SAP Application Management Services, Sync runs SAP ECC and SAP S/4HANA environments across three support levels within one engagement. ISO 9001 asks the team to define how each request moves between those levels and who owns it at each step. A client knows who has their ticket at any point.
SAP Consultancy, SAP Basis, Recover Failing SAP Projects and Cloud & Infrastructure follow the same documented approach. In Cloud & Infrastructure, that includes DevOps and the Microsoft Azure, AWS and Microsoft 365 environments Sync runs for clients. In Recover Failing SAP Projects, ISO 9001 shapes the project management behind the restart, through a discovery phase, scope agreed against the client's outcomes and staged delivery with full visibility. Both sides refer to one documented, reviewed plan for each decision.
What does ISO 9001 mean for the Sync team?
Inside Sync, a documented process gives consultants a shared starting point. Routine requests follow a known path, which leaves more of each consultant's attention for the client's business priorities, such as a report finance needs before an audit or a new warehouse going live in SAP.
The process also supports True Ownership, a Sync Way principle. The consultant who picks up a request stays with it until it is resolved, and the documented path shows the client and the rest of the team where it stands. When that consultant goes on holiday, a colleague continues from the written history, and the holiday stays a holiday.
The standard also asks Sync to define the skills each role needs and to keep a record of training. That record connects directly to how the team grows through Sync Academy®. The academy has trained 30% of Sync's SAP experts. Each consultant also sets their own quarterly goals, with SLA targets and the ticket reopen rate among them.
How does ISO 9001 fit with Sync's other certifications?
Sync is also certified to ISO/IEC 27001 for information security and ISO 14001 for environmental management. The three standards share the same clause structure, which ISO calls the Harmonized Structure. For a client's procurement team, one supplier assessment can reference all three certificates from a single partner.
Sync's ISO 9001 certification is independent confirmation that every Sync service runs on an audited quality management system, with delivery measured against agreed SLAs and improvement built into each engagement. To see how it applies to a specific SAP or cloud environment, talk to Sync's consultants.
