Helping service firms meet their SLAs
The service industry covers a wide range of different businesses — from pest control to food & beverage deliveries — but one thing they have in common is that their level of service can make or break them. It can be the one thing that elevates them above the competition, making them the obvious choice for potential customers.
Conversely, bad service can lead to their undoing, as word spreads (particularly through viral social media channels) of their inability to meet targets or keep their promises.
What are Service Level Agreements (SLAs)?
If you’re in the service industry then you’re most likely familiar with SLAs. SLAs are often part of a sales contract between the service provider and the client, outlining what’s expected of the provider.
For example, a cleaning firm may agree to service a company’s offices on Sundays and Wednesdays. It may also be stipulated that the building can only be accessed for cleaning between 7 a.m. and 8 a.m., and stipulate that background checks are required for any workers on site. The work may also include exterior building cleaning, which requires a bucket truck. The more detailed an SLA, the more involved (and potentially lucrative) servicing the contract becomes.
So how can service managers stay on top of SLAs, including complex or detailed agreements, without taking up too much time or inadvertently violating the terms, and potentially losing the contract?
Managing SLAs the Smart Way
SLAs can potentially be a huge headache for service-based businesses, but they don’t have to be. Managed correctly they can actually be a big selling point for your company, giving you a unique point of differentiation, and lifting your service standards even higher as you easily accommodate the fussiest of clients.
To manage SLAs effectively it’s important to have a system that is user-friendly, fast and flexible. Every client will have different requirements or preferences. Multiply that by hundreds of customers and you can easily see how managing SLAs without a good system would be a time-consuming nightmare.
How can you handle customer service requirements efficiently and effectively?
Telogis has been using location-based intelligence to help fleets operate more profitably for years. Telogis Fleet® provides a real-time dashboard to monitor and manage mobile assets, while Telogis Route gives fleet managers the tools they need to easily plan future fleet activities, balance workloads and create optimized routes.
A powerful Telogis Response. Telogis Response is an advanced, comprehensive dispatch and customer management tool that marries the future planning of Telogis Route with the real-time management of Telogis Fleet. It’s a powerful, dynamic web-based tool, which will benefit your business in several ways:
Customer-focused: The lifeblood of your business is your client base; you simply don’t exist without them. So it makes sense to make sure your systems are focused squarely on keeping them happy. Telogis Response provides plenty of scope to accommodate the needs of your customers, including multiple shifts, service windows, driver or vehicle attributes.
Measurable: It’s one thing to have a plan, but if you have no idea whether you’re hitting your target or not then a plan is just a plan. Telogis Response can not only show you whether your fleet drivers met their targets last week or yesterday, but right now — in real-time. This gives you the added advantage of being able to correct service issues before they affect the client.
Flexible: The one thing about plans is that you can be rest assured something will happen that will interfere with them — usually something unexpected that was overlooked in the planning phase. Telogis Response provides plenty of flexibility, allowing you to change tactics quickly, ensuring the operation stays on track. Maybe a driver is sick, a vehicle has broken down or an urgent job has arisen. Telogis Response will help you make the best decision about which driver to assign and how to manage the remaining work orders.
Single Platform: If your staff are currently wrestling with multiple applications to handle dispatch, route planning and work order management then they will love you for introducing them to Telogis Response. Telogis Response means that Telogis is the only vendor to deliver a complete SaaS offering that includes seamless job creation, routing, fleet management and monitoring, and real-time communication with the driver.
Dynamic: The service industry is often unpredictable, with changes happening by the minute. Customers change their minds at the last minute, or emergency jobs come up that require your urgent attention. With Telogis Response you have a real-time view of your fleet that allows you to reassign resources efficiently or add new jobs, instantly dispatching them to multiple mobile devices, or to a work order management system using the available jobs API.
Telogis Response makes SLAs Easier and more Measurable
Telogis Response take much of the headache out of managing SLAs and accommodating client service requirements, and it also allows managers to easily see how the entire fleet is performing against service targets, including on-time or late arrivals.
Color-coded dashboards and progress charts highlight potential problems or service failures across the entire fleet, allowing managers to take corrective action, reassign mobile workers and keep customers informed while managing expectations.
And it just gets better over time as you use the predictive analysis feature. The system takes into account new information like route restrictions or difficult customer access, and uses this data to make future planning even more accurate and match the real-world conditions your fleet operates under.
Register for a free online demonstration of Telogis Response, and put the service back into service level agreements.