There’s no denying of the importance of SLA in any business, specially where the opportunities are closed or won within the nick of a minute, or where the clients do not tend to wait if appropriate support is not provided within the reasonable amount of time. Multi-billionaire companies tend to get back to their customers and listen and complete their demands. They use the SLA systems in order to get abrupt sales and support responses. We understand the importance of SLA for your company.
We also understand that VTiger’s out-of-box system does not support any kind of such functionality – even something you can use as a peripheral alternative. That’s why we came up with the SLA extension for VTiger, which covers all the needs of a company to configure SLA + does more.
SLA Policy Extension for VTiger was designed to improve response times, accountability, when dealing with time sensitive matters. It’s mostly used in support/helpdesk department, where each ticket/case has to be assigned and worked on/resolved by certain date and time. It allows administrator to create custom SLA Policy rules, which then get automatically applied to a record. For example, if a new critical gets created and does not get claimed/assigned by a user, a policy can be setup to notify the available users every 10 minutes since the ticket has been created. In addition, you can notify supervisor via email or text (workflow) 20.. 30..40.. minutes after if the ticket has not yet been worked on.
Other possible use cases are:
New HOT Lead comes in, if after 10 minutes the lead is still unassigned, you can automatically assign it to a sales rep or notify users/managers + trigger any workflow.
Invoice has been open (unpaid) for more than 14 days, you can create a policy that will notify you/accounting that the invoice has not been yet paid + you can trigger automated emails to the customer, account rep and much more.
The extension is extremely flexible, meaning that it supports simple actions such as email, reassign as well as workflow, which essentially allows you to trigger any action before or after SLA has been breached.
These are just some examples to give you the idea of how powerful the SLA extension is. You can try it and share with us how did it help you to increase the efficiency of response time for you.