Consistently Meeting SLA Metrics for Client Satisfaction

In our previous blog, we talked about Incorrect Ticket Routing, which is one of the common challenges that the support team of any MSP faces in performing their day-to-day activities. Now, in this blog, we will delve into detail about the second challenge that troubles the support team of an MSP which is ‘Consistently Meeting SLA Metrics for Client Satisfaction.’

The MSP business model predominantly relies on consistently meeting SLAs with their customers. How MSPs honor SLAs or miss them, can either make or break their business. They may feel the pressure to make big promises that come with more significant consequences if not met. These promises will only grow more complicated as the business evolves to meet the demands of growing IT environments and it can be challenging for an MSP to find the right balance between competitive and realistic SLAs. So, it is essential to ensure that SLAs are stringently updated, upheld and monitored. SLAs should also be a necessary part of the training and onboarding process as well as regular ongoing training for all employees, ensuring that new team members as well as existing employees are well-versed enough to appropriately clarify things to customers and ensure they are themselves adhering to the agreed SLAs.

One of our clients also encountered an issue in this area. They were unable to meet their SLA commitments. This happened because some of the SLAs were not realistically possible. They agreed to these SLAs with their clients just to beat the competition and grow their portfolio of clients. In the end, though, they were unable to deliver services on time as they were not able to manage their workload effectively. Gradually, not able to meet their SLA’s on a consistent basis, many of their clients left them, and their reputation in the market also suffered because of this.

Service Level Agreements (SLAs) are a vital component of any modern MSP business. These agreements aim to provide clients with a detailed understanding of the scope of your services, describe which parties have ownership over certain functions, and set proper expectations of things like resolution times and escalation procedures. SLAs offer both parties a level of protection if any legal dispute arises between the parties.

What could be a possible solution to solve this problem, and what should an MSP do to consistently meet their SLA metrics?

The first thing that we recommended to our MSP client was that they needed to set reasonable and attainable SLA goals. The SLA’s agreed to with clients should be just better than industry standards without to meet or exceed client expectations without putting too much stress and pressure on the support team to meet the metrics. The second thing that an MSP can do is to leverage partners who can initiate various quality improvement projects to ensure faster turnaround times and achievement of the agreed-upon Service Level Agreements. These partners can generally leverage platforms and tools, that many growing MSP’s just can’t obtain on their own budget, which enable better tracking and faster turnaround resulting in higher attainment of SLA metrics and ultimately more satisfied customers.

In the next blog, I will delve into detail about the challenge faced by the MSP IT Team, i.e. ‘Reactive vs Proactive Approaches towards Issue Resolution’

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