In the transactional mail industry, hitting SLAs (service level agreements) isn’t negotiable. In addition, companies that use print and mail vendors have strict deadlines that aren’t movable. New technology makes these customer expectations more feasible and helps address bottlenecks in the system.
Perry Fernandes, VP of Operations of PCI Group, addressed how advancements in technology enabled us to reset customer expectations in this episode of Ask the Experts.
“Tight SLAs are always required with our customers for many reasons. So what we do is tell them what we need to meet those SLAs,” Perry said.
Having this context allows us to define what’s working well and what’s not. We start with an assessment for new clients to look at the data from the company’s in-plant they want to dissolve or from other vendors.
“We look at the scope of the project and categorize things into red, yellow, and green. Red is that we need to take care of this quickly. Yellow is nice to have but can wait. Green is let’s hit the ground,” Perry described.
Once we have a thorough understanding of the processes and customer expectations, we can take our expertise and technology to meet those SLAs and provide the proper process and end product for our clients.