The Ins and Outs of Respecting Service Level Agreements

Once more, I’m taking advantage of this series to share an excerpt from the eBook, “Working in Chaos” (in French only), which covers business issues related to managing field service teams.

How to Avoid Penalties

Agreed response time, resolution time and service levels can cause your costs to slip out of control.

Indeed, some service contracts include hefty penalties in case of non-compliance to agreement terms. The service provider must absolutely understand the impacts and risks associated with these contractual aspects and must adjust its service offer and operations management according to this agreement in order to avoid large and unexpected costs, which may put the reputation and finances of the business at risk.

Even when those responsible for initial intake are well-informed and up to speed with regards to all required intricacies, the routing and prioritisation of incidents based on the level of urgency and contracted services can still be perilous tasks.

The partial or complete automation of this process, via alerts or automated sorting, includes reviewing, documenting, distributing processes and routing mechanics, treatment of foreseeable exceptions and mitigation steps to reduce the impact of a priority emergency across the organisation’s activities, while respecting the signed agreement and level of service.

Although it is possible to develop and apply manual protocols to manage one, two or even three emergencies, what if an umpteenth crisis arises?

It is critical to support these processes with automated workflow management and decision support tools to enable us to act more promptly, while fully respecting contractual agreements, but also to:

  • Maintain an overview of all operations in order to measure, and potentially predict, the impacts of emergencies;
  • Manage your capacity to respect agreements;
  • Measure financial impact;
  • Suggest alternatives (Plans B, C, D, E…).

We invite you to download our eBook, “Working in Chaos – Tackling the Business Challenges of Field Services” (in French only) to read more on the topic and to continue your reflection and find ways to resolve issues important to your organisation.

We would also like to invite you to come and meet us at our “Overcome Chaos” webinar, which will take place on December 15th. We will then have the opportunity to discuss your particular issues and will be able to demonstrate how effectively the Dynamics 365 Solution can help your organisation tackle these challenges.




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