Excellerate Services has adopted an outcome-based service model which is underpinned by a Customer Experience (CXM) and SLA Management platform called Velocity Audit.
Velocity Audit is a smart device application which is loaded onto the mobile devices of our team leaders and managers. The system serves to focus our operations and business processes around the management of client’s needs and aids in maintaining expectations and desired outcomes. Supervisors and managers complete customised electronic checklists at predetermined locations and intervals. The results of these checklists are combined to generate a performance scorecard which is presented to the client at the end of every month. The scorecard serves to demonstrate service level achievements against expected outcomes.
Velocity Audit was developed on our Electronic Incident Management platform and integrates in real time with Velocity HR, our employee rostering and deployment management software. This means that inspections (such as uniform and equipment standards) can be undertaken against individual staff members, teams or sites.
Non-compliance with a predetermined standard will automatically generate an ‘Incident’ in the Electronic Incident Management System which can be tracked through the system based on predetermined escalation and notification rules designed according to the client’s needs. Velocity Audit is a proactive SLA compliance tool that is designed to record and resolve non-compliance, or potential non-compliances.
The features of Velocity Audit include:
• On-device signature field for third-party (client) ratification.
• Customisable question and answer structure.
• Ability to add notes and/or images per question.
• GPS location and time stamping as additional audit measures.
• Automatic SLA scorecard generation.
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