Establish expectations on when and how you respond to customer issues under various scenarios, including issue types, customer priorities and other criteria - then build these rules into Vtiger and let it ensure that your support organization is always on track to meet those expectations across every case and customer.
1. Define SLA policies based on customer, region, or functional area
Create any number of SLA policies that dictate how you respond to cases under various scenarios of urgence - then apply these policies to cases manually, or automatically using workflows.
2. Priority based targets for first response and resolution
Determine acceptable first-response and resolution times for each SLA based on whether the case is deemed to be low, medium, high, or urgent priority.
3. Establish business hours to support customers across time zones
Establish the business hours that your customer service team is available to support customers in specific time zones. Additionally, establish holidays and other periods of absence. SLAs can then be configured to only count time towards the SLA when your office is working.
4. Foresight alerts draw agent attention to SLAs due
Configure automated alerts to keep you in the know of approaching SLA targets, such as 30 minutes from when an urgent case is meant to be resolved by.
5. Automatic escalations ensure key stakeholders are kept in the loop
Highly customizable escalation rules and alerts ensure that violated SLAs become a customer service team’s priority, ensuring customer confidence in your organization.
6. Use SLA statuses in workflows for SLA-based automation
Use workflows to assign or change SLAs based on rules, or to perform actions based on an SLA being assigned. If a previously closed case reopens, for example, Vtiger can change a case’s state to urgent and create a task for the assigned agent to contact the customer within the next 30 minutes.