Last month we introduced Service Level Agreements that meant our customers could expect work to be completed within a certain time period and to a satisfactory quality. In order to support the SLA’s the introduction of our Support Desk has been incredibly successful and since its inception we have processed 391 requests. Of these requests every single piece of work has been completed on time and to that standard. That’s an enormous amount of work, but the results in the first month alone have proved the process works. Well done Theo Gulland for administering this so well.

Last month we also told you about publishing the first Service Level Agreements from a digital agency in the automotive sector. These SLA’s were specific to our Managed Service clients with the most stringent deadlines  have been put in place by the ultimate in customer care. In just the first month of operation we’ve achieved an impressive 98% success rate in hitting the targets. What this means is that 98% of work requests submitted to GForces from Managed Service customers has been completed to the satisfaction of the client within the pre-specified time lines. Our aim is to hit 100% SLA’s and we will be learning lessons from the first month of operation and ensuring the new working practices get bedded in properly.

We are now completing 10% more work per week, at a faster rate and with a higher level of quality. The behavioural changes brought about by the SLA’s have simply helped us increase the efficiency of all departments and consequently our service to clients.

By publishing these commitments to you we are setting a level of expectation, timeline and standard against which our work will be delivered back to you. By utilizing intelligent portals and helpdesk functions, we will be able to communicate information about our services, priorities, responsibilities and commitments more effectively to you.

These service level agreement are evidence of our continual mission to improve the quality of service delivery we offer you.