Our dedicated client teams at Penham Excel work together with their counterparts to agree an appropriate Service Level Agreement (SLA) based on the contract specifications outlined.
The SLAs usually comprise of Key Performance Indicators (KPIs) that are set as the minimum benchmarked standards for service delivery. The KPIs are then utilised to manage performance and provide an essential tool for service review meetings.
Once an appropriate SLA and KPI’s are in place, relevant management information can be collated and comparisons can be easily made. This allows for any areas for improvement to be readily identified and addressed promptly.
Our performance is best illustrated by the high number of contract renewals we receive through regularly exceeding the service level agreements we have with in place with our clients.