Who are your Top 5? When evaluating external service providers the level of support, reliability and added value count. The performance becomes measurable if business partners disclose their values and standards.
Do you benchmark your suppliers? - Only appropriate comparison factors can provide information on the extent to which partners meet their own expectations. First, the interests and objectives should be clearly defined - on the part of the client and the contractor. Cost optimization versus price maximisation, fast processing versus capacity utilisation. Service Level Agreements (SLAs), response times, processing times or other parameters for the description of the service, ensure transparency. But how can compliance with such contractual agreements be verified? Who works a lot, who works well, who makes errors first and foremost?
Datatrain’s SLA monitoring in SRM
About 80 percent of the tenants who contact the landlord get in touch to report damage. If this can be solved quickly and professionally, the tenant is satisfied. Quality monitoring based on SLAs in supplier management (SRM) therefore also simultaneously represents an important means of quality assurance for tenant management (CRM).
Datatrain has developed a comprehensive SLA monitoring system, which electronically records the important indicators in the process of repairing damage, allowing an objective quality assessment of supplier performance. A prerequisite is the illustration of the process in the central ERP system, for example in combination with a web-based platform such as Datatrain’s partner portal (see separate description). The index-based objectification can provide fair conclusions on the external - and internal - processes:
The assessment of the supplier is not based on subjective impressions, but on the basis of facts.
Disruptive factors - whether they can be overcome without help or with the external service provider or in communication with internal units - come to light quickly and can be easily assigned.
The goal is fact-based management of suppliers or of the competent internal staff.
The application in detail
Datatrain’s SLA monitoring system allows an evaluation of daily performance of your service provider - depending on the goal of the analysis it can focus on different areas, such as a trade union or type of service. The most important performance criterion is the amount of time that elapses respectively, until an external service provider accepts an assignment, makes an appointment with the tenant, fixes the damage or bills for its services:
The action times automatically generated from the system log, the "Timestamp", should relate to the response or processing times saved in the system that have been contractually agreed
The target/actual comparison of what has been agreed with actual performance periods forms the basis of electronically generated reports which provide information on the performance of individual suppliers or even entire groups of suppliers.
Specific key figures/indicators or service levels (SL) for the housing industry can be:
SL "agreed appointment": number of agreed appointments for example, a maximum of one working day after confirmation of appointments in relation to the total number of agreed appointments by the contractor.
SL "Completion": number of completions after assignment acceptance within a specified period, completed services in terms of the number of services carried out in total.
SL "Completion message": number of completion messages within a certain period of time after the service provision in relation to the number of all trade reports made by a supplier.
Process Integration and areas of application
The SRM module SLA monitoring is an important component in the context of Datatrain’s integral SRM or CRM system. This includes, for example the following applications:
Datatrain’s SRM-based application Partner Portal provides a structured process for orders and requests to external service providers, therefore enabling the integration of business processes across organisational boundaries. This saves time and reduces both the internal and the external legal costs.
Datatrain’s Ticket Tracking CRM module like the SLA monitoring system is based on the recording of timestamps for key events: The current processing status of his concern is automated for the tenant, for example the tenant will be informed by email.
Tenant feedback on important issues is provided by Datatrain’s CRM module Tenant Feedback Online. This "Web Survey" facilitates inexpensive collection of customer data, and therefore more focused business planning. GESOBAU AG for example sends tenants who just had contact with an external service provider (and accepted the survey) an email with a link to the feedback service.
Based on the recording of timestamps security-related activities can also be monitored, for example the weekly inspections of an external service provider in the context of ensuring public safety. Therefore, liability risks are reduced. If the person fails to carry out an inspection, escalation scenarios will take effect, including, for example, informing a supervisor or the responsible internal employee.
Datatrain’s SLA monitoring system in supplier management (SRM) provides an objective and comprehensive assessment of your business partners on the basis of indicators. Information about the performance quality is compared with predefined target values and the actual values, which are always saved when a contractor takes action. A supplier can therefore not dismiss criticism of his performance as "subjective perception", but instead finds himself confronted with "hard facts". In the event of conflict this helps to diffuse tensions and this has reduced the amount of discussion on a factual level.
In relation to the parties, the SLA monitoring achieves clarity with respect to the expectations of the client or the performance of the contractor. It provides a confidence-building measure which not only improves cooperation, but the mutual client, the tenant, also benefits to a large extent. The result: a win-win-win situation.