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Service levels form the foundation for managing and organizing your support group. With ePeople Teamwork 4.0, you
have the tools to meet service levels by managing the supply side of the support process – your internal support
providers, other departments, partners and external product experts. ePeople technology applies service level
criteria to incoming issues, to enable compliance with standard service level metrics on response times and
resolution times.
Active Service Contracts™
A patent-pending ePeople innovation, Active Service Contracts enable you to specify the service level performance
for specific types of issues. Each Active Service Contract specifies the skills-based and business-based routing
rules for that type of issue, the desired response and resolution times, and other relevant business terms, such
as team sourcing rules.
Active Service Contracts enable you to dynamically source the owner for each type of issue. Associated with the Active
Service Contract are qualification criteria that enable you to specify the group of people eligible to resolve the issue.
Assigning issue ownership
To ensure that issues are resolved in a timely manner, the ePeople application assigns ownership of the issue to one
and only one support analyst. This analyst is accountable for finding the right team to assist and driving the collaborative
effort to resolve the problem. The Active Service Contract applies skills and business-based routing criteria to ensure
that the most qualified support analyst is assigned ownership of the issue.
Issue escalation
The ePeople application includes the option of allowing the owner to redirect the issue if he or she is not qualified
to respond or has taken the resolution process as far as they are allowed or able. Redirect takes the issue to a different
set of possible owners, with different qualifications.
Team accountability
Delivering effective team support requires accountability and responsiveness from all team members. For each problem
category, the Active Service Contract enables you to define teams and associate specific service level accountability –
with metrics such as expected response time and technical expertise levels. Every member of the collaboration team is
measured against a service level agreement, ensuring that the customer satisfaction goals are met.
To learn more about ePeople's Collaborative Issue Resolution Engine, contact ePeople or tour our product.
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