What are service level agreements (SLAs) in CRM?

Service level agreements (SLAs) in CRM are formal agreements between a service provider and a customer that define the expected level of service. They establish specific performance targets and metrics related to response times, issue resolution, and customer support. SLAs ensure that customer support teams prioritize and address inquiries within defined timeframes, providing timely and high-quality support to customers.

How does Really Simple Systems CRM support service level agreements?

Really Simple Systems CRM provides comprehensive support for service level agreements (SLAs). You can define SLAs based on different criteria, such as issue severity, customer type, or ticket priority. The CRM system allows you to set response and resolution time targets, escalate cases if SLA targets are not met, and monitor SLA performance through real-time metrics and reporting. With Really Simple Systems CRM, you can effectively manage and meet your service level agreements, ensuring that your customer support team delivers timely and satisfactory service to customers.

Can I automate SLA notifications and escalations in Really Simple Systems CRM?

Yes, Really Simple Systems CRM offers automation features for SLA notifications and escalations. You can configure the system to send automatic notifications to agents and supervisors when SLA targets are nearing or breached. Additionally, the CRM system can automatically escalate cases to higher-level support teams or managers if SLA response or resolution times are not met. These automation capabilities help you proactively manage SLAs, ensure accountability, and maintain high service standards.

SLAs

Set priority levels for your customer support requests to make sure the most critical issues are dealt with fast.

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Automated Efficiency

Fast, effective service that delivers happy customers.

Case Prioritising

Assign Service Level Agreements (SLAs) to each customer and support case to effectively manage your response priorities. Each SLA can be set with multiple case levels using different target response times, identify urgent support cases as well as your priority customers.

You can create custom SLAs allowing you to set case type, case levels and rankings that correspond with your business terminology and requirements.

Setting Service Level Agreements will help you create a customer-centric strategy for your business.

Spot-on Service

Exceed customer expectations with efficient and organised support.

Create custom SLAs using your company’s terminology to prioritise your cases.

Simple “traffic light” priority indicators to class cases as red, amber or green as the open time elapses.

Set multiple case levels and rankings to determine the priority one SLA has over another.

Add target response times to case levels to monitor your overdue cases.

Custom Commitment

Customise your service level agreements for personalised support.

Custom SLAs

You can create custom SLAs to fit your business requirements, using the terms you use. You might set a “Standard” SLA and then have two higher priority SLAs called “Plus” and “Premium”. Then set case levels within each SLA and values that will increase the priority of the case the longer it has been waiting. Using a “traffic light” system, the case priority moves from green to amber and then to red, as time elapses from when it was opened.

Case Levels

Each SLA can have multiple case levels so you can determine the priority one SLA has over another. For example, you might give each SLA case levels of Low, Medium and High, then set the time after opening the case that it will turn from green to amber, and then to red.

Case Rankings

Setting case rankings within each SLA case level means you can determine how a case is sorted against other cases. You can set rankings that will over-ride higher level SLAs if a case is critical. For example, a customer with a “Standard” SLA but a critical issue could be ranked higher than a customer with a “Premium” non-critical issue.

The CRM has streamlined the whole department, giving visibility to everyone, so we can all see who’s dealing with what.

Richard Perry, JC Payne

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