What is the Service level agreement and its importance in the process of improving different enterprises and businesses, the most important standards it contains as well as its main elements you should know so as to ensure that the best level of service is satisfied by service providers and customers while clarifying the rights and duties of both, this is what the Holalt System offers you with great professionalism.
What is the Service level agreement “SLA”?
It is an agreement or contract concluded with service providers It defines the required levels of services that it undertakes to provide to all customers and includes the determination of runtime and delivery as well as response and resolution time, The SLA also clarifies its own standards. The service level agreement is usually signed between the customer and the service owner directly or with any of the different units within the organization.
Types of Service level agreement
Having explained what the Service Level Agreement is to you, the most famous of its types:
Customer Based Service Level Agreement
It is an agreement or contract that includes all the services required by the customer, in all the exact details of each service such as the most important conditions of service provision and the responsible for its implementation and all escalation procedures in case of any problems as well as cancellation conditions.
Service-based SLA
As for this type of service level contract, it is based on the provision of the same services to a certain number of customers. During the delivery of these services, a service level agreement is issued that is uniform and inclusive of all customers using the service.
Multilevel Service Level Agreement
This type comes in the case of dividing services into several levels, specifying the terms of each service provided according to the categories used and that type is suitable for those dealing with multiple customers with different services depending on the needs of each category.
Customer Service Level Agreement with Best CRM System
Undoubtedly, CRM is one of the most essential tools in corporate growth, whether small or medium, as it helps companies maintain their customer base while attracting new customers, which contributes to increasing sales ratios and expansion within the market while identifying weaknesses and shortcomings within products or even services provided to address problems and improve quality.
Why Hollat Best CRM System to Improve Service Level Agreement
Because Hollat is an innovative system that integrates many departments within companies for customer satisfaction while improving service quality, a key feature of which is:
Having so-called automation which reduces all routine tasks saving a lot of team time and increasing the percentage of interaction with customers.
Enhanced collaboration between teams within the organization to ensure the speed of service delivery while providing accurate reports through performance analysis and then measuring all customer service indicators, to improve support strategies.
The Hollat System allows all companies to interact with all customers via email or various social media, to provide continuous support and meet all customer needs.
Importance of SLA for Customer Relationship Management
The importance of the service level agreement is that it is a key tool for all service providers to ensure that all customer expectations are met while setting performance standards, quality and speed requirements In general, companies benefit from SLA in clarifying performance standards within core contracts with clients, Providing a frame of reference in case of problems or any new understandings and thus we have introduced what is the service level agreement and how important it is.
Reasons for the application of the Service Level Agreement
The reasons for the application of the Service Level Agreement are as follows:
Clear measurable criteria that clarify to the service provider the reasons for failure, if any with a realistic set of expectations for customers to respond to all their inquiries increase customer satisfaction.
SLA provides the form of compensation required in the event that the provider fails to meet all obligations in the form of fines.
Criteria for Selecting SLA Performance Metrics
Apart from the interpretation of what is a service level convention, there are several criteria or ways of measuring performance as follows:
Availability of service and running time available to customers and tracked monthly with periodic comparison of the actual performance format and the time taken in the solution after the problem is recorded.
Determine the rates of errors occurring during the service with the length of time taken to respond to requests or complaints by customers, as well as the proportions of calls placed inside the queue and left by customers.
There is a measure to determine the productivity of the service provider with the number of calls in which customer problems were solved from the first time, customer service handling time, technical defect ratios and time taken to restore the service after the outage.
What are the elements of the service level agreement?
The elements of the Service Level Agreement (SLA) are as follows:
Having a special section is a summary of the contract with the start date and all the services provided and then describe the services in detail by specifying the working hours, and everything related to the maintenance details or the applications used.
The Risk Management Section deals with a clear plan for recovery from all disasters while explaining how to avoid them. All parties concerned are signed to demonstrate their agreement to all details and performance measurement criteria with a specific section in which the procedures for failure to meet the agreement are set.
The Service Tracking and Reporting Section contains all detailed reports, time periods and service providers while clarifying what is not included in the services and it is necessary for all parties to review the Convention regularly to determine the appropriate time for the termination of the Convention.
How does Hollat support organizations in enhancing service level agreements and customer satisfaction?
In order to raise the level of services provided by various bodies and institutions, Hollat has developed many important projects in the Saudi Arabia as follows:
SAMA Care in the Central Bank of Saudi Arabia
It is one of the most popular projects that Hollat has worked on in Saudi Arabia. It has developed the SAMA system for receiving and investigating complaints from customers in various banks to make the most appropriate decisions. The project has succeeded in improving the quality of services provided to customers across the Kingdom.
Riyadh Customer Support System Project
The Royal Commission for Saudi Arabia, in cooperation with Hollat, has also worked on a system that claims to support customers in Riyadh, and analyzed the data provided in order to support decision makers in a manner commensurate with the residents of Riyadh in order to reach their satisfaction with the services provided.
Medical Management Patients Care System at Ministry of Defence Hospitals
The medical department within the hospitals of the Ministry of Defence, in cooperation with Hollat, sought to develop the various complaints department of patients in addition to facilitating the procedures for dispensing treatment for sick and emergency cases and following up the procedures for opening medical files and booking outpatient clinics in order to improve the patients’ experience and facilitate all medical procedures related to them.
FAQs:
When should the service level agreement be reviewed?
When there are any changes that are serious to your requirements, then you should amend and review the agreement and then include it in it.
What are the performance measures of the Service Level Agreement?
In order to ensure the success of the Service Level Agreement (SLA), the following must be taken into account:
The need to focus on all performance-inducing metrics to deliver a high-quality service while ensuring continuous improvements while selecting tools through which data can be easily collected.
Avoid excessive use of metrics so that the process is not complicated with insufficient time to analyze them in an appropriate manner, in addition to establishing performance levels that are balanced and realistic to ensure that you actually improve performance without the company bearing unnecessary burdens.
What are the basic requirements for a successful SLA?
Ensure a strong relationship with suppliers with a shared understanding of the size of performance expectations among all parties which contributes to a satisfactory experience, so service providers must be keen to develop a service agreement that ensures that they succeed in cooperating and achieve all the desired goals.
Using Hollat all Companies can improve their work, while getting premium customer service and the best growth strategies effectively in the long term.