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05-04-2019
10:30 PM
Session Code: BRE0644
Presenter(s): Tom, Deanne
Company(s): Amway, Amway Corporation
Abstract:
Amway shares the story about their IT partners demanding Service Level Exceptions (SLE’s). They wanted to know how well and fast they were providing customer service to their business customers. This session is about the challenges Amway faced delivering months after, and how they’ve worked to improve SLE communications, train users, and reinforce Incident management processes. This session explores what to expect when first implementing SLEs and then throughout the entire process in order to be successful.
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