SLA Management Benefits

By implementing an effective SLA management system, service organizations gain a wealth of insights into their resources, operations and customers. With an effective SLA management program in place, these organizations can improve service quality, streamline operations and increase revenue. Digital Fuel's ServiceFlow solution has been proven to provide SLA management capabilities that deliver real business benefits to enterprises.

With the ServiceFlow SLA management solution, service organizations will reduce service costs by up to 7% and increase win rates by 10-20%. In turn, their enterprise customers will enjoy successful service levels and slash expenses by over 10%.

Enhance Service
With a better understanding of processes and performance, service teams are in a better position to improve service. Consequently, they will increase win rates and incremental sales, reduce churn rates and associated costs, and minimize financial penalties.

Improve Business Controls
By gaining actionable tracking and controls over performance, costs, and resources, service organizations can reduce SLA, SLM, performance management and reporting costs, cut costs of invoice validation and justification, and implement more sophisticated pricing models, including tiered SLA pricing, usage-based pricing, and chargeback models.

Better Validate Service Levels
Armed with detailed data on service levels, service teams can better validate service delivery, and thereby reduce dispute resolution expenses, minimize customer audit costs, and speed customer payments and reduce interest costs of overdue receivables.

With the ServiceFlow SLA Management solution in place, enterprises will:

Increase Outsourcing Success
By more intelligently determining service needs, basing subsequent SLAs on more detailed service requirements, and more effectively monitoring ongoing service performance, enterprises and their service partners will improve their relationships and realize success.

Slash Service and Operational Costs
By trimming unnecessary services, reducing the incidence and associated cost of service failure, and reducing inaccurate service bills, enterprises will realize lower service costs. With streamlined report preparation, increased efficiency in outsourcing management, elimination or reduction of dispute resolution fees, operational costs will decrease significantly.

Achieve Compliance Objectives
Enterprises will more cost-effectively realize improved compliance of regulations and service management methodologies, such as ITIL®, COBIT, Sarbanes-Oxley, and Six Sigma.