SAAS Properties. Streamlining Complaint Management through an Escalation Strategy

Context, Approach & Methodology

The escalation strategy was developed to handle issues efficiently by escalating them to higher authority levels based on their severity. The strategy report comprised several key sections:

1. Why Do We Escalate?
   Purpose: To ensure unresolved issues receive the necessary attention and resources for resolution.
   When to Escalate: Situations that cannot be resolved at the initial point of contact due to complexity, severity, or other factors.
2. Escalation Phases
   Process: Detailed the steps involved in escalating an issue, managing escalations, and ensuring smooth transitions between escalation levels.
3. Who Do We Escalate To?
   Functional Escalation: Issues related to competence, such as lack of awareness, knowledge, or clarity.
   Hierarchical Escalation: Authority-based issues, including failed initial resolutions, low-quality resolutions, or issues requiring higher-level intervention.
   Priority Levels: Classified from low to high, determining the urgency and response requirements.
4. How Do We Escalate?
   · Escalation SLAs: Defined service level agreements for response times and resolution.
   · Escalation Process: Provided detailed steps for managing escalations with various case examples.
5. Rollout Plan
   · Implementation Details: Included objectives, methods, responsible parties (RASCI), success criteria, and implementation timeline.

Groundwork

The strategy was supported by a detailed Excel sheet, an escalation matrix, outlining potential escalations and their management across various departments. This matrix included:

1. Priority Levels:
   P0 (Emergency): Life-threatening events with an immediate first response and a 30-minute resolution SLA.
   P1 (Urgent): Issues requiring first response and quality assurance with a 30-minute response and a 4-hour resolution SLA.
   P2 (High): Issues with a 2-hour response and a 1-business-day resolution SLA.
   P3 (Medium): Complaints with an auto first response and a 2-business-day resolution SLA.
   P4 (Low): Automated requests with a 2-business-day response and a 5-10 business-day resolution SLA.
2. Escalation Matrix:
   Departments: Call Center, Marketing, Sales, Post-Sales, Community Management, Facility Management.
   Details: Included priority levels, classifications, SLAs, reminder mechanisms, responsible teams, and escalation levels.

Reducing Potential Challenges

The escalation strategy was designed to preemptively address challenges by ensuring a structured and efficient process:
Clear Responsibilities: Defined roles and responsibilities at each escalation level to prevent confusion and delays.
Timely Responses: Established strict SLAs to ensure prompt attention and resolution of issues.
Effective Communication: Implemented reminder systems and regular updates to keep stakeholders informed.

Result

• Systematic Resolution Process: Provided a clear, structured approach for escalating and resolving issues.
• Improved Response Times: Ensured timely and efficient handling of escalations, enhancing customer satisfaction.
• Proactive Issue Management: Enabled SAAS Properties to address issues before they escalated further, minimizing potential disruptions.