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The most profitable way to negotiate
Achieving agreed levels of service
Are your service credits more than 0.25% of revenue?
Are you having to work too hard to get the service you're paying for?
Either way, you’re in good company.
Far from enabling a satisfactory level of service and profitable relationship, the SLA can be a bone of contention and a drain on the resources of both parties. This risk grows, when there's a 3rd party supplier between the end customer and service provider.
Problem
The scope for meaning to be distorted within and between different negotiations is like a game of Chinese whispers. There can be small discrepancies in information and understanding between the level of service the user wants, what their negotiator requests, what the provider’s negotiator offers and what the service team expects to deliver. These small differences can build into a big gap between the user’s and deliverer’s perceptions of the agreed level of service.
Solution
Aransa works in a facilitative role with one or more of the parties involved in the development and/or implementation of the SLA. We focus particular attention on communication and understanding.
- Align customer needs and provider capability
- Ensure need and capability are combined in a valid SLA
- Confirm all parties have a common understanding
- Communicate clear obligations to those responsible for delivery
- Facilitate resolution of outstanding issues
Both customer and provider end up better off. Users get the service level they need. Providers have happier customers and lower service credits.