Experience Level Agreement (EXL) Replaces the Old (SLA) Service Level Agreement
An Experience Level Agreement (XLA) is the new buzzword flooding the IT support industry over the last few years. XLA is quickly becoming the most critical measurement of customer satisfaction for Atlanta-based companies. This coupled with Service Level Agreements (SLA), makes for an ideal arrangement with Managed Service Providers.
SLA is Not Fully Indicative of Client Satisfaction
Service Level Agreements and KPIs are not entirely indicative of client satisfaction. We all hear the adage, “What gets measured gets managed,” and mature IT organizations have used Key Performance Indicators (KPIs) as the primary measuring stick for customer satisfaction in their SLAs. The thought process behind this is that efficiency guarantees client satisfaction. It is something tangible that they can control. Yet, there is a flaw in this theory. In the background, warning signs exist of client and employee resentment. Also, there can be bad customer reviews.
Key Performance Indicators as the Only Measuring Stick for Performance
Using KPIs as the only measuring stick for SLAs and client satisfaction can be deceiving. For example, billable time is an excellent indicator of productivity. Still, it also incentivizes the engineer to either lie on their timeslips or kick back once they have reached their goals. Neither of which is best for the client. This is compounded when bonuses are tied to that metric.
Yet, the biggest problem with SLAs is that the wording has become so ambiguous. An SLA holds the Managed Service Provider (MSP) to minimum standards. If SLAs were met, there is no need for improvement, even if the client is unhappy. This was great for the provider who wanted to hold the client to the contract but not for the disgruntled client. Therefore, metrics indicate client satisfaction, but it does not tell the whole story. You need an Experience Level Agreement based on positive customer feedback attached.
Why Experience Level Agreements are the New Target
Experience Level Agreements (XLS) places customer experience above all else – including technical data. This is a new concept for most engineers. Traditionally, engineers place most of their faith in numbers. For them, client experience may seem intangible. Client experience is obtainable by collecting feedback and comparing it with hard data. This data is used to drive continuous improvement and boost client satisfaction.
Experienced Level Agreements can be accomplished by measuring the end-user satisfaction before each ticket is closed and overall client ratings. In addition, every XLA contains a closed-loop feedback cycle to address client complaints.
INSI Put’s Client Satisfaction First
INSI focuses on creating positive experience levels. Our Client Support Managers get to know their client’s companies, employees, and IT needs very well. They are committed to the security and reliability of the client’s network and make recommendations with that in mind.
About INSI, The Best IT Support & Cybersecurity Provider in Atlanta
For over 25 years, Innovative Network Systems (INSI) has offered an integrated IT support and cybersecurity approach for small and medium-sized businesses in the Atlanta area. We have 100% local, college-educated, and experienced engineers that provide a range of services from basic monitoring to fully Managed IT services. In addition, the INSI Customized-IT support model gives clients the exact level and type of service they want while also providing greater accountability and reduced ongoing IT support costs. INSI options include cloud, cybersecurity, backups, cabling, wireless, business phones, strategic IT planning, and much more. Contact INSI to reach the best MSP in Atlanta:
About the Author
Deborah Frazier is the author of IT Outsourcing Secrets – A Small Business Guide to Compare IT Support Companies. With nearly 20 years of experience consulting small and medium-sized businesses on their IT support needs, she brings a wealth of knowledge to INSI as Head of Marketing and Sales. If you like this article and would like to get notified when a new article is posted, click here.
