Excellerate Services has adopted an outcome-based service model which is underpinned by a Customer Experience (CXM) and SLA Management platform called Velocity Audit.
Velocity Audit is a smart device application which is loaded onto the mobile devices of our team leaders and managers. The system serves to focus our operations and business processes around the management of client’s needs and aids in maintaining expectations and desired outcomes. Supervisors and managers complete customised electronic checklists at predetermined locations and intervals. The results of these checklists are combined to generate a performance scorecard which is presented to the client at the end of every month. The scorecard serves to demonstrate service level achievements against expected outcomes.
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