SLAcreate & optimize

Wherever services and facilities are to be measured and evaluated, we first need a system of rules.

In our daily practice, we often notice that companies set up these systems more on instinct. Partially, surprise emerges, if for example not everything runs as desired in the sales process.

In addition to the certainly necessary industry experience it is important to look at the wider picture when setting up the processes. SKOPOS NEXT takes the approach that all stakeholders should be integrated in the development process and thus develops a balanced system that gives consideration to both the company and the client side.

Based on years of experience, we elaborate an overall concept in workshops with the target groups, which can be accompanied by an economic cost-benefit analysis. Once finalized your employees are trained to the standards (internal / external).

Following the approach of a holistic concept the compliance with standards should be evaluated after a certain period of time using: 

• Test purchases (objective verification if defined standards are met) and
• Customer surveys (subjective review of standards from the customers point of view).

Based on the results minor adjustment of the defined standards may be necessary and further training needs for staff may arise.