3 Reasons Your Field Service SLAs are So Important
Field service providers interact directly with clients and are constantly working towards offering the best quality of service. Service level agreements (SLAs) define the terms and conditions of the provision of services and play important roles in the service industry. Let’s consider the role SLAs play in the field service and how they affect key metrics in the industry such as route optimization. We present three reasons why field service SLAs are important.
Established guidelines
Guidelines for the provision of services should be outlined clearly, and this can be achieved with SLAs. When guidelines are outlined, the customer and service provider get to be on the same page from the beginning.
As highlighted above, with an SLA, the terms and conditions of the job are clearly outlined, and the customer is sure of what is covered and can adjust their expectations accordingly. Creating an SLA provides an opportunity for the service provider and customer to discuss needs and project requirements extensively if need be.
With the established guidelines created with an SLA, excellent quality service is better guaranteed since there is an expectation from the get-go. Simply put, with SLAs, requirements and expectations can be properly aligned.
Effective communications
Effective communication is a core element in the field service industry. SLAs enable service providers to provide communicate effectively with their clients. The availability of different technologies and mobile tools could blur communication lines and cause unintended miscommunications.
With SLAs, effective communications are established because routine communication tools, methods, and patterns could be highlighted from the get-go. For example, the methods and tools for routine communications and updates are highlighted clearly.
SLAs ensure quality communications in different ways. Since the agreements are customized, customers could share their preferred communication methods and communication patterns tailored according to the client’s preferences.
With effective communications, route optimization can also be achieved since the techs’ schedules will be created around the preferences of the customer and the availability of the tech. Effective communications achieved with SLAs also contribute to the overall quality of service.
Enhanced protection
SLAs protect the service provider and the client. Enhanced protection is achieved because the terms and conditions providing the service are clearly outlined. If there are any disagreements, both the service and provider are sure that SLA protects them.
Because of the enhanced protection that comes with SLAs, the service provider and customer interact with a high level of security. The agreement is an indication of mutual agreement and protection. Field service providers can particularly earn the trust of their clients with SLAs. Clients will make more orders when they trust the service provider.
The enhanced protection that comes with SLAs is a win-win situation. The customer trusts the company and makes more money. The company also makes more money as it is seen as a trustworthy company.
With the enhanced protection benefit that comes with SLAs, the goals of the clients and service providers are better aligned.
Field service SLAs are important for the three reasons we mentioned above and much more, with direct and indirect benefits such as route optimizations.
