ServiceFrame can be used to implement scoring mechanisms based on performance and risk – this supports effective analysis of all vendors and contracts from a cost and value perspective. Organisations who are interested in managing vendor performance from a local and global perspective will use ServiceFrame to drive better value from all sourcing deals. Relevant information is available to both Client and Service Provider organisations via an online portal with dashboards and reports.
Key benefits of using ServiceFrame for ongoing Vendor Management and Governance include;
- Reduce Losses Incurred by Service Failures
Measuring service levels improves quality of service
– ServiceFrame ensures that your organisations can measure the performance of outsourced services. This ensures improved level of Service from Service Providers.
Analysing Service Levels improves quality of Service
– Historical trends can be easily reviewed and analysed. This allows organisations to create valuable insights by comparing data across providers, services, geographies and deals.
ServiceFrame drives substantial financial value in the deals it supports.
– In smaller deals, as small as €25,000 per annum, a 5% improvement in the deal’s performance will more than cover the cost of ServiceFrame. In larger deals, a return on investment of over 1000% is easily attainable. All these returns are annual paybacks – a key factor in the cost–conscious business environment we are all working in.
- Reduce Costs paid to Service Providers
Make the most of your service penalty clauses.
– Most service contracts have service penalty clauses, which can amount to many thousands of pounds. How often do you miss out on claiming these penalties? ServiceFrame will alert you when a penalty is due.
Ensure you are not being over-provisioned.
– ServiceFrame provides clear information on the level of service being provided – and that where a service is being over-provisioned (i.e. The service level is too high) you can reduce costs, by requesting a lower level of service from your supplier.
Negotiate better deals
– Starting a deal with a clear description of the provider’s performance, places a key control in your hands – either to drive a better price for the existing services, or to look for higher quality outputs. When you are moving providers, the data ServiceFrame provides gives you a clear advantage in negotiating the initial service levels and pricing.
- Reduce Vendor Management Costs
Eliminate time chasing performance data
– ServiceFrame’s workflow engine will ensure that your performance information is always available online when you need it.
Reduce time spent compiling performance reports
– Using ServiceFrame you can view reports online or download them at will.
Focus on analysing information rather than collecting it
– Storing all SLAs and performance data in one place ensures that analysis of trends is a straightforward exercise.
Automatic alerts allow you to focus on problem areas
– Configure ServiceFrame to alert you when critical thresholds are breached (impacting on contract penalties or critical service quality)
- Improved Client Satisfaction
Delivers performance information consistently and in the agreed format
– Lack of client satisfaction can ‘terminate’ many sourcing deals. Lack of clear and concise information is a key cause of client dissatisfaction. ServiceFrame ensures that there is an ‘agreed version of the truth’ between you and your service providers.
Delivers the information to facilitate regular Service Review Meetings
– The ServiceFrame reports form the basis for Service Review Meetings where you can discuss the service levels provided, request changes etc.
– Ensures that review meetings are based on compliance to service levels and do not become too ‘issue driven’.
Communicate Satisfaction Levels
– ServiceFrame can be used to communicate satisfaction levels to service providers. Often SLA compliance is not a measure of client satisfaction. This may indicate that SLAs need to be reviewed. Use ServiceFrame to trigger this process.
- Avoid Regulatory Penalties
Performance Information will be available for all contracts
– ServiceFrame ensures that there is an organisational wide requirement on all Service Providers to report on performance. In the event of any dispute failure to report will clearly lie with Service Providers.
Set risk levels for all metrics
– Not all metrics are equal. ServiceFrame ensures that services where non-performance will create significant impact are allocated high risk status. Reports are produced alerting you as to risk areas in your sourcing agreements.
Ability to verify performance data at will
– Many organisations wish to validate the data provided by Service Providers. In some cases this is required for regulatory reasons. ServiceFrame creates a clear and visible history of all metrics that have been verified.
Audit trail on all performance data
– Using spreadsheets and e-mails to track performance and risks in SLAs and contracts can lead to an absence of any real audit trail. Audit trails on performance have become increasingly important as regulators seek to supervise outsourced activities in many industries.