Monitoring SLA
December 24th, 2009 | Comments Off
Service Level Agreement (SLA) Monitor for Microsoft CRM
Within Microsoft CRM v3 & v4, there is no way of measuring a Company’s effectiveness in managing support Cases against your Service Level Agreements (SLA).
ConsultCRM’s SLA Monitor provides for 2 functional areas:
1. Monitor of SLA breaches
2. Monitoring of hours spent against contract with a type of pre-paid hours.
The SLA Monitor works with the Contract and Contract Line capabilities, but augments this with a Monitoring programme, a Time Credit record and a 3-stage alert functionality.
1. Monitoring of SLA Breaches
Once a Case has been created and linked to a Contract and Contract line, the SLA Monitor starts to calculate the time remaining to meet certain criteria. These criteria are configurable (as above).
The SLA Monitor takes account of days of the week, bank & public holidays & daily hour coverage. The function calculates the date & time that the 3 stages need to be responded by; the remaining time left and the percentage of time remaining. The Monitor continually calculates the amount of time remaining before the Case will breach an SLA agreement. Workflow can then monitor this time and notify the organisation:
The Monitor will allow the users to stop the SLA clock, for example while the Customer Services team wait for information back from the Client.
2. Time based Support Contracts
Within the Case record, a Time Summary is presented to display the number of hours remaining on the Contract.
Included is also a summary within the Contract record too that displays a list of all cases that have been resolved and the number of minutes consumed.
The SLA Monitor also includes a Credit Engine to allow Customer Service Management to adjust time consumed against a Case and/or Contract.
Send an email to info@consultCRM.co.uk to see a demonstation.
