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Take your company into 2019 measuring the SLAs you REALLY want to measure

30th November 2018

When I typed into Google “Is it difficult to measure SLAs?” the results were interesting. An IT specialist raged about how he hates SLAs because they are “notoriously difficult to measure, report on, and meet.” Many other posts go into how to set SLAs and the differences between SLAs and KPIs.

The most frequent types of article include tips and tricks for making the whole SLA process easier in terms of ensuring that SMART SLAs are set that are easily measurable. This means that many companies may be setting SLAs that they can measure easily rather than setting the SLAs that they REALLY want to set.
This is not how things should be in 2018 – nearly 2019.

As Steve Jobs famously said:

"You have to start with the customer experience and work back towards the technology, not the other way round."

Technology should be working for you, not the other way round.

With so many companies channelling as much of their communication with customers through email as possible, SLA’s relating to email communication should be high on the agenda. And ultimately, measurement of the important SLAs can lead to improvements in customer satisfaction.

The following graph displays the communication channels used by customers to contact customer service in 2017, broken down by channel. This research was carried out by Statista* and clearly shows how we, in the UK in particular, have more customers contacting us by email that by any other channel.

However, there are hundreds of posts online asking how to measure, for example, time taken to respond to emails. The answers are pretty complicated and require detailed knowledge of Outlook. None of the solutions will give you access to an instant dashboard of email data across your business in real time.

So, it’s time to take your business into 2019 and measure the data and SLAs that you REALLY need to measure.

I’m not going to apologise for turning this into a sales article because we have a completely unique solution that is cheap, straightforward and easy to set up. It could be working for you in less than a week!

Improve customer service and email productivity

Built primarily to improve customer service and email productivity across your business, our Outlook Tracker software has an easy to use dashboard that will show you in real time:

  • How many emails each employee is receiving and responding to, categorised according to different root causes
  • How quickly each employee is responding to customer emails
  • Whether each employee is meeting their SLAs or KPIs in relation to emails

Armed with this information, you will be able to:

  • Ensure that customer SLAs or KPIs are met, thereby improving your customer service
  • See at a glance if any employee is struggling with email overload and redistribute work accordingly
  • Improve overall productivity, saving time and money across your business

Only £200 (or less) per license

Best of all, Outlook Tracker only costs £200 or less per license! The following facts demonstrate that the potential costs of poor customer service undoubtedly make this spend justifiable:

  • 60% of consumers saying they have stopped doing business with a brand due to a poor customer service experience, (Microsoft’s 2016 Global State of Customer Service Report)
  • 45% of customers sharing negative reviews on social media (Zendesk)
  • 80% of respondents stating that negative online reviews made them change their mind about purchasing a product or service recommended to them (Cone study)
  • Bad customer service costs UK companies over £37 billion a year

To get your hands on this information and start improving your customer service performance as soon as possible, please call us on +44 (0) 1775 722377 or email sales@psp-it.co.uk

*https://www.statista.com/statistics/809772/customer-service-communication-channel-used-by-country/

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