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.
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