Service Review Match Report
The monthly service review as a match report, with VAR for disputed SLAs.
The job
Replaces the spreadsheet SLA pack with a monthly review that sets each contracted SLA beside what the client's staff actually said. Scores last month's commitments by fixed rules and lets the client dispute a rating with evidence.
The moment
The monthly service review arrives as a football match report. Before the client's CIO can raise it, the report opens with last month's commitments: 4 of 5 kept.
A video review panel, like VAR in football, concedes a credit on a service the SLA pack had marked green. 40 branch staff said the connection dropped every afternoon.
The CIO asks for a video review of the helpdesk rating. Next month's report opens with the decision and three quotes.
The CIO forwards it to the board unedited.
What it does
- Assemble the monthly report
- Send the PDF to the client's executives
- Concede an SLA credit
- Record a commitment with its verdict rule
- Decide a VAR call
What you see
Football match report (scoreline, key moments, player ratings, VAR panel, next fixture), sent as a PDF
What it moves
The share of commitments kept on each contract, how often each month the SLA figures and staff feedback disagree, and credits conceded in dollars.
Built for
- CX leaders & VoC
- Finance
