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Business Challenge
To exceed expectations and ensure customer satisfaction, you must define, measure, monitor, and manage service delivery parameters to ensure that all service level commitments, both internal and external, are met. You must take action before service delivery misses its defined targets. And, you must offer different types of service—either based on the customer, their defined service plan, their contact channel, or their issue priority—to ensure that you consistently meet or exceed expectations.
Business Need
- Ensure customer satisfaction by delivering the speed and quality of service that customers expect
- Provide support for multi-tiered service delivery models to improve overall service delivery
- Proactively measure service levels by responding to potential issues before they affect customers
- Establish, track, and measure service level performance and make adjustments based on data
Our Solution
With Remedy Service Level Agreements for Customer Service and Support, you can manage the entire range of service delivery processes, from defining internal or external service agreements and monitoring compliance, to collecting and analyzing performance data, addressing problem areas, and continually refining the services offered. Remedy Service Level Agreements also enables real-time, proactive SLA management to ensure that you meet or exceed customer expectations. As a result, you can develop and define multiple service benchmarks by customer, channel, issue type, or priority.
Key Features & Benefits
- Tracks and measures SLA commitments over time for both single incidents and aggregated commitments over any selected time period
- Specifies proactive thresholds and actions to ensure commitments are met and adjustments made before customer satisfaction is impacted
- Communicates SLA progress and performance through performance monitoring and pre-defined flashboards to alert managers that commitments may be missed
- Integrates with Remedy’s Customer Service and Support suite of applications to speed deployments and improve effectiveness of combined applications.
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Brochure
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BMC Business School Course Catalog
(pdf)
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Corporate Brochure
(pdf)
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BMC Educational Services
(pdf)
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Datasheet
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BMC Remedy Service Level Agreements for Customer Service and Support
(pdf)
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White Paper
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Swing into Business Service Management - Seven Strategies
(pdf)
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