Solutions for Relationship Managers
IT and business process outsourcers are constantly pushed by their customers to reduce the cost of delivery and to improve performance.
For the outsourcer’s account director, this translates into a difficult balancing act. He/she must manage the costs of providing the service. At the same time, he/she must ensure performance commitments are met, new customers are acquired and existing customers are retained.
To complicate matters, these competing pressures often occur within an environment of mistrust between the supplier and consumer. Too often, poorly managed Service Level Agreements (SLAs) make demonstrating performance problematic and costly. As a result, long debates about performance frequently occur, customer retention suffers and revenue is lost.
Oblicore Guarantee™ empowers the account director by providing him/her with the ability to align internal operations to contracted performance. Our industry leading Service Level Management solution enables the outsourcer to actively monitor actual performance against contracted SLAs and to report this performance, in real-time, to the end customer.
With Oblicore Guarantee™, your organization will create a collaborative Service Level Management framework that:
- Improves transparency between the outsourcer and the customer and improves trust between the parties.
- Demonstrates contract governance, thus reducing litigation risk, improving customer satisfaction and improving the outsourcer's contract renewal rate.
- Gives the outsourcer an edge over competitors by demonstrating a commitment to delivery assurance.
- Provides visibility to performance and enables the outsourcer to "right-source" resources to ensure service delivery without over-investment.
