Comma5 CRM Service Desk is a request management tool which may be utilised in call centers, customer service desks and in any customer service process which involves the capturing and tracking of requests, incidents or complaints.

The service desk is generally accepted as the primary interface and ‘touch point’ where customers will receive help and guidance on service issues, problems, requests and complaints – and where organisations need to manage and monitor the success of the service they are providing, whether it be to internal or external customers.

How do SLA’s work in Comma5 CRM

 

Definition

A service level agreement (SLA) is a contract between a service provider (either internal or external) and then end user that defines the level of service expected from the service provider. SLAs are output-based in that their purpose is specifically to define what the customer will receive.

SLA in Comma5 CRM

SLA timeframes are one of the key metrics used to manage service requests within Comma5 CRM. The time taken to resolve a customer issue is a key consideration when offering service to any customer. So, the key objective of the service desk is to close service requests BEFORE they reach or exceed the specified timeframes.

Comma5 CRM makes use of defined SLA timeframes to ensure services and support are delivered to the customer within specific targeted timeframes. The timeframes are defined in the settings and are typically linked to the urgency of the captured request. So for example, if a customer logs a request with the service desk for urgent works, then a priority of URGENT is selected. This urgent priority is associated with a specific timeframe in which the request should be completed.

It is possible to have five (5) different SLA levels within Comma5 CRM. These (the timeframes) are defined based on specific requirement.

How is an SLA measured in Comma5 CRM?

A service request is captured in the service desk and assigned a priority / severity. The SLA clock starts ticking once the service request has been  captured and saved. If a request is put on hold (paused), then the SLA clock is also put on hold. So basically, a service request could be IN-SLA (which means it has not yet exceeded the targeted completion time-frame) or OUT OF SLA (which means it has exceeded the targeted completion time-frame). The following show snapshots of the service desk manager dashboard and provide an explantion of the SLA achievement.

SLA examples in Comma5 CRM

Grouped by month, this SLA achievement view shows the percentage of SLA achieved for the entire service delivery team per month. Our target is 100%, meaning we have only achieved our target in January. If we consider August result of 86%, this means that of all of the service requests captured in August, we only managed to close 86% of them within the targeted timeframe.

SLA in Comma5 CRM

 

Similarly, the snapshot below shows the same data as above, but we have switched on the OUT OF SLA and COUNT metrics. So if we consider the month of July, 73 requests were captured, 85% were completed within our targeted timeframe, and 15% exceeded our targeted timeframe.

SLA in Comma5 CRM

 

It is also possible to view the SLA achievement of specific categories, deprtments or technicians (assignees).

SLA in Comma5 CRM 3

 

Comma5 CRM has the ability to highlight currently OPEN service requests which require urgent attention (OUT OF SLA). These too can be grouped by assignee, category, department etc.

SLA in Comma5 CRM 4

How Service Desk can help you.

  1. Enhance Service delivery and communications to customers, thus improving customer relationships and customer satisfaction.
  2. Improves your teams efficiency through being organised and having the ability to track requests via a number of different interfaces,
  3. Brand Protection.
  4. Provide you with a holistic view of service requests or complaints.
  5. Arm you with business intelleligence to make informed decisions based on live analytical data.

Service Desk key features

  1. Easy to use and get started.

  2. Customise field names & types, SLA times, Skills based call assignment, reporting and automated notifications.

  3. Integrated email and SMS for notifications and communication.

  4. Automated escalations.

  5. Powerful analytics and reporting.