Service is the core of your business and SLAs are the core to the customer service contract. Define your service parameter and track it to improve your service and customer support.
Ant My ERP – India’s Best SLA Management Software
Defining SLA Escalation Matrix
Dynamic SLA creation is now possible with Ant My ERP. Every customer contract has different SLA parameter set for escalation. We help you manage more complex and multiple SLAs here.
The Field Service Management software, Ant My ERP allows you to create multiple SLAs for various customers. It helps you create and define parameter into the system for –
- Remote Call Assistance (RCA)
- The Response Time
- The Down Time
You can easily define the escalation matrix into the system based on the level of escalation. You get notified for all SLAs that are breached by your team, either through SMS, Mail or Notification. There can be different set of people defined in the escalation level you are alerted for the SLA breach.
Time & Serial No. Based SLA
You can define the escalation matrix for different customers based on the RCA, Response time and Down time of the devices.
Define time based escalation matrix into the Service CRM and have it mapped with the customer contract to get the perfect reporting on the SLA breach. You can create multiple level of escalation into the software based on the response time to the customer support ticket.
It could be for the remote call assistance, response time by visit or the shutdown time for the device. You can also map the serial number of a particular device with a defined SLA and can have the reporting. So the software allows you to create the master of SLA and map it with defined customer contract or the serial number for improving the service support of your company. This ensure a happy customer service and makes the Sales & AMC Management strong.
There can be multiple parameters depending upon the business model and the customers you have. It also depends on the product line you are offering support to the customers.
Contract Based SLA
Ant My ERP allows you to map your customer contract with a defined SLA. This SLA parameter is checked once the customers logs a service complain with you. Based on the contractual terms if the service response from your side is breached by any parameter, the escalation notification goes the concerned authority defined for handling the escalation issues. So you can ensure contract based escalation level with your customers.
Product Based SLA
Different products and devices need different attention time by the engineers. Hence we give you a facility where you can map the SLA parameters with particular product lines. This enables you to have the SLA checked if any complain is logged for that particular device. It gives you flexibility to manage your business and customers the way you want. It also gives the customers the leverage to have products based SLA with you.
Location Based SLA
Different location have different response time. With Ant My ERP you can have location wise SLAs. Reaching out to any location in metro cities are easy and less time consuming as compared to the tier 2 and tier 3 city areas or interior locations. Thus you may have different SLA parameter defined for different location. This gives you the leverage to allocate your resources well in advance for these locations to attend service calls.
Escalation Notification & Insights
The Field Service Management process is made easy for both you and your customer where both of you are aware of the SLA mapped with the customer. The ERP software helps you define the notification alerts and escalation timelines to the concerned authorities in the team.
You can have Email notification, SMS or Software Notification for any SLA breach. These help you analyze your customer response time and the difficulties faced by the support team in executing the service support. This dynamic SLA gives you insights for improving your customer support service and also train and educate your resources well in advance for any support adversities. This unique software solution helps you strengthen your core business of Service Support and ensure a happy customer.