SAAS Properties. Streamlining Complaint Management through an Escalation Strategy
SAAS Properties implemented a escalation strategy to address unresolved customer issues. This approach streamlined the process by defining clear escalation phases, priority levels, and service level agreements (SLAs), resulting in faster resolutions, better communication, and improved customer satisfaction.
01 —The Impact
The results, up front.
Systematic Resolution Process: Provided a clear, structured approach for escalating and resolving issues. Improved Response Times: Ensured timely and efficient handling of escalations, enhancing customer satisfaction. Proactive Issue Management: Enabled SAAS Properties to address issues before they escalated further, minimizing potential disruptions.
02 — The Challenge
Where they started.
Why Do We Escalate? Purpose : To ensure unresolved issues receive the necessary attention and resources for resolution. When to Escalate : Situations that cannot be resolved at the initial point of contact due to complexity, severity, or other factors. Escalation Phases Process : Detailed the steps involved in escalating an issue, managing escalations, and ensuring smooth transitions between escalation levels. Who Do We Escalate To? Functional Escalation : Issues related to competence, such as lack of awareness, knowledge, or clarity. Hierarchical Escalation : Authority-based issues, including failed initial resolutions, low-quality resolutions, or issues requiring higher-level intervention. P riority Levels : Classified from low to high, determining the urgency and response requirements. How Do We Escalate? · Escalation SLAs : Defined service level agreements for response times and resolution. · Escalation Process : Provided detailed steps for managing escalations with various case examples. Rollout Plan · Implementation Details : Included objectives, methods, responsible parties (RASCI), success criteria, and implementation timeline.
03 —What We Did
The work.
Priority Levels
P0 (Emergency) : Life-threatening events with an immediate first response and a 30-minute resolution SLA. P1 (Urgent) : Issues requiring first response and quality assurance with a 30-minute response and a 4-hour resolution SLA. P2 (High) : Issues with a 2-hour response and a 1-business-day resolution SLA. P3 (Medium) : Complaints with an auto first response and a 2-business-day resolution SLA. P4 (Low) : Automated requests with a 2-business-day response and a 5-10 business-day resolution SLA.
Escalation Matrix
Departments : Call Center, Marketing, Sales, Post-Sales, Community Management, Facility Management. Details : Included priority levels, classifications, SLAs, reminder mechanisms, responsible teams, and escalation levels.
04 — Approach & Methodology
How we got there.
CX Consultant
05 —In Practice
Project samples.
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