Green SLA, Red Voice
The circuit report says green; the client's staff disagree. Fix it before the QBR.
The job
Finds business network circuits whose SLA reports look fine while the client's own staff keep complaining. Fixes them before the client asks, brings proof to the quarterly business review, and lets the client accept each fix.
The moment
A telecom's business client gets reports showing its network circuits meeting the SLA, while the client's own staff keep complaining.
The account director opens the quarterly business review with six issues the client's staff raised, each already fixed with evidence, before the CIO has said a word.
During the meeting, the CIO accepts all six fixes and says "you know our network better than my team does".
The renewal conversation starts early.
What it does
- Open an enterprise NOC problem ticket
- Schedule the account director's call
- Send the client a heads-up email
- Generate the QBR pack
- Publish the Circuit Confessional to the client
- Update account notes
What you see
Watermelon split per circuit, a self-writing QBR pack, and a client-facing Circuit Confessional on the customer help portal
What it moves
Business circuits with staff complaints fixed before the client escalates, review items confirmed and accepted by the client, and renewal risk for each account.
Built for
- CX leaders & VoC
- Contact-centre operations
- Operations
