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Secret of My Success in Customer Experience SLA

August 1, 2013

I see many times that service providers measure Service (SLA, KPI, indicators, metrics, etc) by only attending to their part of responsibility. It is natural, why measure something that doesn’t belongs to us?. The answer to that question is critical: for understanding User‘s Service Experience, because Customers want value.

In the last months I have been working with an important customer defining and implementing an SLA Model for an IT Services outsourcing contract delivered globally (worldwide).

The contractor has responsibility in nearly all the IT processes, but there are also many times that some issues are escalated to the Customer level. For example, the Customer participates in all the approvals needed for IT Changes according to SOX requirements, all the purchasing processes involved in IT, coordinating with the data communications supplier (that is contracted directly by the customer), etc.

The result of all these facts is that the real User’s Service Experience is the sum of the work of all the teams involved (in the service delivery chain). The outsourcer may stop the clock when issues are escalated to the Customer’s side, but the real User’s Experience doesn’t stop.

So in this scenario, we agreed to measuring both sides, having a SLAs report about the outsourced services but also measuring the same SLAs on the Customer’s side.

This way, we started to present these measurement results in our monthly Service Global Committee to all the CIOs (Customer’s side) and Service Managers (Provider’s side).

The result of the experience could not be more satisfactory. Both were able to understand the real Service Experience and started working together in Service Experience Improvement Plans (SEIP) without letting it matter in what side of the table were the problems, because we had a common purpose: delivering Service to our Users.

In conclusion, I highly recommend working as one team with your Customers to improve User’s Experience measuring and analyzing the overall Service. If you help to increase the user’s service level, this will definitely result in a better Customer Satisfaction.  

Therefore, returning to my initial question, I think you will agree that reaching Customer’s Satisfaction is in fact our highest responsibility.

Do you measure the Service or only one part of it?

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Author: angelberniz (All Rights Reserved by the author).
Source: Original Text (based upon first hand knowledge).
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