SLA Manager

The story

The word have gone digital and so have businesses. We live in a world IT part of business has become as or even more important that the actual business itself. Maintaining a reputation has become a necessary part of all business these days. This is not just relevant for the product or the services provided. The quality of customer support provided has now become as important as the product itself.

The world of customer support rely on one word SLA. SLA stands for Service Level Agreement, It is a written contract between clients and companies containing metrics on the quality of customer support provided.

The issue

With increasing dependencies on the digital world , IT support personals are overwhelmed with large number of tickets that has to be resolved inn a certain amount of time. With many issue such as new tickets being created while working on one, waiting for update from users etc , it is easy to miss tickets leading to their SLAs being breached. These breaches lead to business loss , reputation loss etc.

In a situation where every ticket is a Do or Die , keeping track of each tickets SLA status is a crucial part of business.

Our solution

We integrate MX Creative Console with ticketing platforms to use the console's display keys to show status of tickets in a It personals queue.

The keys changes color from green to red as the ticket get close to SLA breach time. The keys will be automatically updated when new tickets is assigned to the queue. The keys will update when an update is being made to the case record.

This will help the IT personals to keep track of their ticket counts SLAs without spending time moving through screens. This will increase productivity and more importantly help keep the integrity of the business.

Built With

• sdk