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Bulk SMS are often used in mass-marketing and brand relations with existing customers, but they are also increasingly sent by businesses to communicate with staff on the move.

Text messages have advantages over email and internal messaging: They are able to be sent directly to a user without any need for them to log into an email or messaging service, and there is less need to rely on 3G or wifi coverage. Pair this with the cost of sending SMS dropping dramatically in recent years, and it starts to look like good business sense.

Text messages can be sent to large numbers of staff to alert them to important company news or changes in practice. But targeted messages to a specific staff member can be triggered by pre-determined criteria to increase productivity. For example, a courier in a specified postcode could be alerted to jobs in their vicinity and accept or decline by replying to an automated text. This text would be used by the system to monitor which jobs needed to be filled.

Automating SMS is an excellent way to assist in the meeting of Service Level Agreement obligations. SMS messages can be triggered by SLA criteria, but can also be used themselves to trigger changes in case statuses. For example, a text indicating a completed job would move a case on to it’s next phase following SLA requirements.

The simplicity and ubiquity of text messages means that even the least tech-savvy employee can be linked to your IT systems with minimal training and without the need for them to download any software or even connect to a cloud-based service.

Graftman utilises automated SMS to communicate with staff and trigger system events. Get in touch to automate and optimise your case management, whatever your business needs.

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Over the last few years, as smartphones and tablets have become ubiquitous, more and more of us now browse the web using these devices rather than solely with our desktop and laptop computers.

This shift towards mobile browsing has meant that companies and organisations have been keen to optimise their websites to function and display smoothly across various screen sizes to reach the largest audience possible. It is now no longer necessary to redirect users to a separate mobile website, when a single site is adequate across all platforms.

Web developers must now keep in mind these requirements when producing sites for clients. A number of techniques are utilised to this end, including allocating sections of a website to take up a percentage of the display, rather than being fixed a width in pixels.

The various components of a site can also be shifted around: for example, a group of images that might be displayed horizontally on a PC screen, would be displayed vertically on a smartphone. A site’s layout between devices changes, but the actual content remains the same.

As responsive design increasingly becomes the standard for online business, not implementing it means falling behind your competitors in e-commerce. But responsive design also has benefits for internal users, keeping your staff managed and connected to you through mobile devices.

Company representatives can be assigned work, manage their own workload and communicate with other staff either at home or out on the job, through clear, easy to navigate interfaces. The benefit of using a responsive web-based interface is that devices no more expensive or uncommon than a regular consumer smartphone or tablet are required.

A good responsive interface for staff can provide a wide range of useful features, including:

  • Uploading of documents and photos
  • Searching of records
  • Timekeeping and appointment making
  • Access to online manuals and help guides
  • Internal messaging and announcements
  • Alerts relating to Service Level Agreements (SLA’s)

Graftman is a case management system with a fully responsive web-based interface, improve your businesses productivity and versatility by getting in touch with us today.

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A Service Level Agreement, or SLA, is a document which specifies a set amount of time for a task to reach a certain state, such as ensuring that an incident is closed or resolved within a few business days. The success rate can be recorded, and events can be triggered at different times during the SLA’s life-span.

Many businesses these days are involved in service-level agreements with their customers to ensure certain standards of duty are met within specified timeframes. SLAs are attractive to customers, as they let them know exactly where they stand in regard to the services they can expect. Meeting these criteria is more essential to customer satisfaction than ever before.

Setting the right benchmarks within your SLA can make all the difference in gaining new business. It is a clear indication to potential clients as to what they can expect, allowing them to make direct comparisons with competitors in your field.

These benchmarks can range from the response time for help desk enquiries, to the completion of a long term contract. When drawing up an SLA, it is essential to consider the needs of your clients and how you can help to fulfil them.

SLAs measure the service provider’s performance and quality in a number of ways. Some benchmarks that an SLA could determine include:

  • Times of availability – the hours of the day or percentage of the time the files are available
  • Time taken for a response to an enquiry or request
  • A plan for warning in advance of system changes that could affect clients
  • Usage and/or performance statistics
  • Potential penalties and compensation of obligations are not met

Having an IT system to manage these responsibilities is vital to many modern organisations, automatically informing employees of tasks and deadlines on one hand, and customers of appointments and costs on the other.

Graftman’s RAG (Red, Amber, Green) feature provides an excellent automated solution for SLA compliance. Tasks in the system are clearly categorised as either red, amber or green according to how urgently they need to be moved onto the next stage. All appointment statuses start as green, and ideally stay that way until completion.

For example, a task could move from green to amber if a customer request hasn’t been resolved within 2 hours, then moved into red after 4 hours. Amber and red alerts can be configured to trigger messages to the various parties involved, depending on their level of urgency, to indicate that action is required.

Graftman can ensure you don’t miss deadlines and can respond to your customers needs in a timely manner, improving customer satisfaction, and in turn increasing your probability and growth potential. Get in touch today.