Configuring Service Level Management settings

Service Level Management (SLM) functionality enables NexJ CRM users to manage interactions with clients based on defined service levels.

When you set up Service Level Management (SLM) settings in NexJ Admin Console, you configure settings in the following order:

1. Create touch types.
2. Define the intervals which are available to all touch types. Intervals define time periods between touches. Intervals can be monthly, quarterly, semi-annually, or annually.
3. Specify activity templates, reporting periods, and intervals for specific touch types.
4. Create service levels and assign touch types to each service level.
5. Map contact tiers to service levels. A tier is a property assigned to contacts to determine what kind of service plan they will receive.

After you have set up SLM, users can use SLM in NexJ CRM to:

• Apply different service models to different clients. A service model is collection of touch types and intervals assigned to a contact.
• Schedule and track key activities, for example, quarterly and annual account reviews.
• Use analytics to view the status of key client touches and overdue activities.

Use the Service Level Management page to configure service levels, tier service level defaults, touch types, and intervals.

The Service Level Management page is divided into the following tabs:

Service Levels

A service level is set of touches that occur with a contact at a predefined interval or frequency. Service levels group one or more touch types for users based on the servicing level of a contact. The Service Levels tab is divided into the following areas:

• The Service Levels list on the left, which displays a list of all service levels.
• The Detail area at the top right, which displays properties of the selected service level.
• The Service Model area at the bottom right, which displays touch types for the selected service level.

Tier Service Level Defaults

Tier service level defaults provide a mapping between contact tiers and service levels. The Tier Service Level Defaults tab displays a list of tiers and the service level that is mapped to each tier.

Touch Types

A touch type is a form of communication or interaction with a contact that can be scheduled to build a relationship with the contact. The Touch Types tab is divided into the following areas:

• The Touch Types list on the left, which displays a list of all touch types.
• The Detail area at the top right, which displays the properties of the selected touch type.
• The Valid Intervals area at the bottom right, which displays the intervals that are available for the selected touch type in the Service Levels tab and to users in NexJ CRM.

Intervals

Intervals define the frequency at which a touch type occurs. The Intervals tab is divided into the following areas:

• The Intervals list on the left, which displays a list of all intervals.
• The Detail area at the top right, which displays the properties of the selected interval.