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Manage service levels with confidence
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| Effective implementation and management of service level agreements (SLAs) is a
challenging task for most support centers. SLAs are often long, complex
documents that are hard to convert into information that can be tracked through
a service level management application. But without these agreements, it would
be reasonable for every customer to expect every problem to be resolved right
away, which usually means no one is satisfied.
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| Support centers are usually measured on how they meet service level goals.
Often these measurements have important repercussions. If the support is paid
for, then missing goals often results in financial penalties. Even in IT
environments where no funds change hands, missing goals means loss of
productivity, dissatisfaction, and a lack of respect for the service providers.
So, accurately measuring performance against SLA criteria is critical to the
success of the support center.
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HEAT® Service & Support™ helps you meet your service level
agreements with confidence! HEAT has built-in best practices that help you set
up processes to manage even the most complex service level agreements, and
allow you to easily monitor and manage service level agreements with features
like:
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Stop the Clock - Protect your SLAs with the ability to stop the clock.
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Customer Groups - Organize your customers based on their service level
agreements
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Customer Business Process Rules - Automatically perform actions based on
customer data
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Read more about HEAT Service & Support
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Service Management Brochure
What's New in HEAT 8.0
Interactive Online Demo
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| For more information on these products please contact us at 1-203-929-1648 or
E-mail us at sales@sagasolutions.com. |
