SLAM is a Xerox Services BAM tool that collects information from several data sources involved in a given process and actively monitors and highlights transactions which SLA is being compromised.
Usually a CRM has this type of capability but it is also true that often CRM is just a (small) percentage of the process governed by SLAs.
Need: If you answer yes to any of the questions below.
Need to comply with SLA but often only know their SLA accuracy "post mortem"?
Need to know in real time how much time (minutes, hours) remains on each transaction before they go out of SLA?
Need of an easy access to (integration of) tools participanting in the transactions being monitored so agents can quickly react upon highlighted threads.
Need to have a way to prioritize worklog.
Need to generate recurrent SLA reports
Technology:
- ASP.NET WebApplication to actively show
- Windows Service
- SQL Server 200x Database
