Service Level Management is one of the biggest strengths of the Operations Team at JIVA. We are rated as #1 by our clients for meeting and exceeding Service Level expectations.
Key aspects of our Service Level Management Process are: |
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Detailed Statement of Work (SOW) to capture Service Level Agreements (SLAs) at the time of new project on boarding |
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Project performance metrics reported daily to the Client, JIVA Management and Operations Team |
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Formal Weekly Performance review with the client and within the operations team |
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Formal Monthly Operational review with the client and within the operations team |
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Quarterly Business review with the client and JIVA management |
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24x7 Command Center to monitor and escalate Service Level exceptions |
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Operations Managers, Team Leaders and CSR incentives based on achievement of client SLAs |
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Customer care was once seen as a cost center—expensive but inevitable overhead. JIVA is changing this with customer care offerings that actually deliver tangible benefits in the form of stronger relationships, increased sales and extension of the lifetime value of your customers
How do we ensure our Client’s success?
Service Level Management can be defined as a systematic review of service provider performance against predefined SLAs. |
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We implement End-to-End Service Level Management by understanding our customer needs thoroughly and incorporating them into our business goals. These goals in turn drive our Operational Goals and Service Level Metrics for Key Processes and Sub Processes.
The Project Manager and the Operations Manager work closely with the Client Team to define, understand and track key program metrics.
Service Level Metrics are reported and reviewed periodically against achievement of stated operational goals. These SLAs are then redefined based on Program Performance. This is done in Weekly Dashboards, Monthly and Quarterly Review meetings with the Client.
Key team members are incentivized based on these metrics for true alignment of operational goals across the organization. |
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By implementing end-to-end service level management, we ensure that our Clients experience the JIVA advantage - a sure shot recipe for long-term success.
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