Service Level Agreements-SLA Compliance Trends Reports

Posted: June 17, 2008 6:25 PM
Categories: Insights For Customer Service Leaders , Insights For CIOs & IT Directors , Software as a Service-SaaS, Help Desk Best Practices, Customer Service Best Practices

This report shows SLA compliance over a period of time. Managing trends toward a higher goal can dramatically increase customer satisfaction. This SLA Compliance Trends Report should be part of your standard reports that you study every week.

Example SLA Compliance Trends Report

Client Success

50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
60% reduction in the 5 year Total Cost of Ownership (TCO)
Saved at least 1 FTE due to lower ongoing administration
Saved 1 week per month due to easy to use reports

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Increased to 90% achievement in meeting service level agreements
70% reduction in generating reports and admin; eliminated 35 hours/month
50% faster to create/assign a service request
60% increase in information captured during the initial phone call
50% increase in the number of service requests created due to intuitive design

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80% increase in productivity by using Giva's dashboards and reports
60% increase in meeting service level agreements
45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
50% increase in productivity by using Giva's integrated custom forms

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