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Measure your Service Level Agreements2019-08-16T16:31:21+01:00

MEASURE YOUR SERVICE LEVEL AGREEMENTS

Service Level Agreements (SLAs) are the cornerstone of many business support relationships. They set out what each party expects from each other, and provide objective measures of effective customer support – both qualitative and quantitative.

  • Track how many cases have had no response.

  • Identify which cases are about to breach their SLA.

  • Track SLA performance metrics over time.

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measuring SLA

Yet all too often they are only used retrospectively. The relationship is reviewed over a period of time and the support team has either met its SLAs or not. Failure to meet SLAs typically results in financial penalties or in extreme cases a severing of the relationship. Crucially, there is no opportunity for the service team to address the under-performance. It has happened in the past.

Workbooks CRM allows you to measure adherence to SLAs in real-time. At any given moment you can quickly and easily see where you are delivering according to SLAs and where you are falling short and so where you need to pay attention.

You can use real-time reporting to track how effectively you are handling cases and identify cases which are about to breach your SLAs and take proactive action. This makes it much less likely you will have those unpleasant conversations with customers about how you have breached SLAs.

Fewer penalties and fewer lost clients is a significant benefit here, but your CRM platform will also allow you to track SLA performance metrics over time. It may be that compliance is harder for a certain customer, or at a certain time of the year, or in a certain sector. All of this is highly valuable data which you can use to inform and improve your future SLA setting, your support team resourcing and also your sales and marketing targeting.

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CRM CUSTOMER SERVICE FEATURES

TICKETING & CASE MANAGEMENT

Automatically create cases and set priorities. Assign tickets to individual users or groups (queues). Track all emails, notes and activities in one place. Synchronise with Outlook, Exchange/Office365 or Google Apps.

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IDENTIFY UNHAPPY CUSTOMERS

Categorise customers into ‘Red/Amber/Green’ so you know which customers are happy and which ones are ‘at risk’. Utilise cases and reports to manage issues to a successful conclusion.

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MANAGE AGENT WORKLOAD

See open cases by agent. Easily reassign cases to different teams or users. Manage workload and resources allocation. Monitor trends by day, week, year and identify seasonal peaks.

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CASE ALLOCATION

Automatically route cases based on agents’ skills and knowledge, for increased speed and accuracy of resolution.

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REPORTS & DASHBOARDS

Maintain visibility of performance to your agents with reports & dashboards, and display them on a screen to drive behaviour day-to-day. Make key customer metrics visible to management for better decision making.

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ADDRESS RE-OCCURRING ISSUES

‘Slice and dice’ your customer service data and get insight into re-occurring problems. Use the insight to deal with the source of the issues.

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CREATE A KNOWLEDGE BASE

Record customers’ common problems & solutions and create Knowledge Base cases, ensuring the information is easy to find. Build email templates to ensure communication is consistent.

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MULTI-CHANNEL SUPPORT

Manage cases via an email inbox. Capture enquiries via a Web form. Allow customers to log into a Web portal and manage cases online (self-service). Capture chat logs and integrate Social Media tools.

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