Loc8: Improve Service

"Not only are we saving money but our service has improved and we can prove it with Loc8's Customer Satisfaction tools..."

- M. Stephens, Operations Manager

Define the Rules

Providing services to customers and internal staff requires the establishment of agreed service level agreements (SLAs).  SLAs are the cornerstone of any good help desk operation and define the rules by which the service team operates.  Loc8's advanced contract and SLA functions allow effective management of sites, buildings, customers and any other asset type.  Loc8 will significantly improve your control practices.

Consistency is the Key
Reporting and responding to identified service requests or incidents is an important function of service management.  Your customers expect the same level of service and common processes when contacting service staff.  Loc8 helps keep your processes, communication and service operation consistent with predefined policies and rules. The powerful automation function within Loc8 reduces the risk of human error and the need for re-work.

Control Communication

Service management 101 = Good Communication.  Your service and help desk team needs to have great communication within the business and with your customers.  With integrated email and SMS functions, simple extranet portals and automation rules for updating internal and external people about service operations, Loc8 will keep your communication activity professional and consistent.

Escalate for Control

You may have heard the phrase "bad news gets worse with time",  this is never more true than when running service operations.  When things go wrong it is critical that issues are identified, documented and escalated to supervisors or management for fast resolution.  Loc8 has many robust preventative and reactive automated escalation features and scheduled reporting tools to provide you with a complete and up-to-date service status.

Quick Tips to Improve Service:

• Establish a Help Desk

• Ensure your business and/or customers know how to communicate with the Help Desk
  

• Log and number all incidents for reporting purposes and an audit trail
  

• Separate incident management from Problem and Work Order management
  

• Communicate with your service customers in a consistent format
  

• Define Service Level Agreements so operators are told by their system when and how they need to respond and resolve issues
  

• Report on your service operations to your customers and managers proactively.  This will drive good process.