Promise your customers resolutions within SLA times. Base SLA resolution times and escalations based on issue types, customer priorities and other criteria. Then track it across every case.
Create any number of SLA policies that dictate how you respond to cases under various scenarios of urgence – then apply these policies to cases manually, or automatically using workflows.
Determine acceptable first-response and resolution times for each SLA based on whether the case is deemed to be low, medium, high, or urgent priority.
Establish the business hours that your customer service team is available to support customers in specific time zones. Additionally, establish holidays and other periods of absence. SLAs can then be configured to only count time towards the SLA when your office is working.
Configure automated alerts to keep you in the know of approaching SLA targets, such as 30 minutes from when an urgent case is meant to be resolved by.
Highly customizable escalation rules and alerts ensure that violated SLAs become a customer service team’s priority, ensuring customer confidence in your organization.
Use workflows to assign or change SLAs based on rules, or to perform actions based on an SLA being assigned. If a previously closed case reopens, for example, Vtiger can change a case’s state to urgent and create a task for the assigned agent to contact the customer within the next 30 minutes.