Shared Services Organisations who are interested in improving their management of SLAs will benefit from using ServiceFrame. Relevant information is available to both Shared Services Teams and their Client organisations via an online portal with dashboards and reports.
Key Benefits of using ServiceFrame in a Shared Services Environment are outlined below;
Deliver the right level of Service
– ServiceFrame provides clear information on the level of service being provided, and makes it easily visible to your internal customers. This allows you to make sure the service level is aligned with the business need. Where the service level is too high you can reduce costs, by delivering the appropriate level of service to your internal clients.
Avoid Escalation Points / Penalties
– Use ServiceFrame to quickly identify trends where performance levels may trigger internal escalation or internal service penalties. Create alerts on ServiceFrame to forewarn of potential triggers.
Identify and replicate high performing service areas
– Central visibility of all service levels towards all internal clients creates clear visibility of high performing teams– these can be replicated to improve performance on all deals.
Better Quality Service Reviews
– A clear understanding of your historical performance will drive better reviews of services and ensure that expectations are managed effectively with stakeholders.
Spend time on performance analysis not data entry
– Most Service Delivery teams dedicate valuable resources to collecting performance data and creating performance reports. This creates high cost. ServiceFrame automates this process - realising significant cost savings.
Clear high quality reporting reduces ad hoc queries and issue management
– ServiceFrame ensures that your internal clients can access the performance information they need on a self service basis. It is transparent and rigorous, allowing historical trends to be reviewed and analysed. This eliminates ad hoc queries and requests for reports which drive costs on the Shared Services side.
- Avoid Regulatory Penalties
Performance Information will be available for all contracts
– ServiceFrame ensures that there is an organisational wide requirement on all Service Providers to report on performance. In the event of any dispute failure to report will clearly lie with Service Providers.
Set risk levels for all metrics
– Not all metrics are equal. ServiceFrame ensures that services where non-performance will create significant impact are allocated high risk status. Reports are produced alerting you as to risk areas in your sourcing agreements.
Ability to verify performance data at will
– Many organisations wish to validate the data provided by Service Providers. In some cases this is required for regulatory reasons. ServiceFrame creates a clear and visible history of all metrics that have been verified.
Audit trail on all performance data
– Using spreadsheets and e-mails to track performance and risks in SLAs and contracts can lead to an absence of any real audit trail. Audit trails on performance have become increasingly important as regulators seek to supervise outsourced activities in many industries.
- Increase Client Satisfaction
Delivering the information to Clients in the format they want.
– Manual processes often lead to the production of reports with inconsistent formatting and information. This creates customer dissatisfaction. Customers stated requirements are for consistent reports which can do downloaded at will and where service levels are visible on online dashboards. This is provided by ServiceFrame.
Enabling a best practice Service Level Management Process
– The information in ServiceFrame enables your team to drive a best practice service management process – undertaking regular service review meetings with internal clients. This engagement process improves customer satisfaction.
Ask customer satisfaction levels.
– Use ServiceFrame to gauge customer satisfaction levels. This process ensures that you are aware of satisfaction levels. It is also a process which leads to improved satisfaction levels.