Maintaining SLAs Made Easy


Manager in suit using Custella to maintain Service level agreements (SLAs)

Are Your SLA’s All Over the Place?


Are you meeting the requirements that your clients have set for you to fulfill? What about the times your customers have expressed their opinion towards your service? Was it positive or negative? Why was that the case? These are some of the many questions that companies have when reviewing the quality and speed of their service. Oftentimes, it gets overwhelming for businesses to manage the unique and complex service levels of their customers . In addition to this, internal departments may have their own metric of tracking performances or addressing potential risks of service level breaches. To keep up with these requirements whilst minimizing tedious and manual approaches, it is key for businesses to adopt technologies that will empower them to keep track of such processes on a single platform.



Custella alerting employee of potential SLA breach

Why Did They Choose This?


To understand how SLAs and internal SLAs are maintained effectively, we approached a key business person whose company has made drastic changes after implementing a software that can simplify the tracking of different service agreements agreed with various customers. Here is what he had to say:


“Our work requires agility. We can’t afford to miss deadlines or simply forget to carry out a task that is required of us. But at the same time, it is not easy to keep track of everything. This is where a smart field service management software comes into play. Whether we have to keep track of our customers’ requirements or communicate the job orders within the organization, we can easily do this through that software. We prioritize some customers or case types more than others for various reasons and we tag them as bronze, silver, and gold packages based on their subscribed support package which specifies the agreed response and resolution time. With such visibility, we would not only be able to manage our task assignments better, but also be better aware when the urgent cases are soon to be overdue. Knowing that I was overdue is good but with Custella I am also being proactively alerted when there is a risk of breach which provides my team the opportunity to identify remedial actions to prevent a potential penalty."

Key Points


The key takeaway from this conversation is that there are some benefits of using a smart application to keep all of your SLAs in sync. Here are a couple of benefits that companies can enjoy from opting for such features:


  1. Prioritize your SLAs: Some clients have more requirements than others and it is important that you keep track of this. With just a few clicks, you will be able to know which customer needs what level of attention.

  2. Manage timeline between different departments: Your SLAs need to be attended to at the right time. But for that to happen, the different departments within your organizations need to be aligned with one another. This can now be done with the help of such technology. For example, if a customer needs a particular service to be delivered on a certain date, the key personnel who are responsible for carrying out that task on different levels will all be notified so that everyone is aware of what needs to be done.

  3. Check SLA status: No longer will you have to worry about meeting deadlines or disappoint your clients because each and every SLA will be visible to you via the dashboard through which you can take the right course of action. The notifications when you are at a risk and have violated it certainly is a plus for real time and immediate visibility for potential resolutions.

  4. Flexibility: Gives the client flexibility to give their customers different types of promises (e.g. SLA packages). After all, bigger promises bring better returns and now with better ability to manage these promises.


Employee is smiling as Custella has reduced SLA breaches

Ready To Shine?


With so many companies competing to be at the top, it is no more a matter that can be put to rest. Your company needs the most efficient system in order to function at the optimum level. With SLA tracking at the tip of your finger, you will now have the power to serve a larger audience with ease. So what are you waiting for?





Need a field service management application like Custella? If you’re in Malaysia, Indonesia, or the ASEAN region, drop us an email to schedule your demo: ask@custella.com.

#FleetManagement #taskassignment #mobileworkforceoptimization #realtimelocationmapping #fieldservicemanagement #fieldworkforceoptimization #mobileworkforcemanagement #fieldworkforcemanagement #mobileservicesoftware #fieldserviceindustry #Usingtechnologytooptimizeoperations #agentutilization #custella #fieldserviceoptimization #realtimeanalytics