Embedded within the MBC Service Level Agreement is the Employee Satisfaction Guarantee, something very unique and critical to our service delivery process. The Employee Satisfaction Guarantee is a structured process to gather, score, and track end user feedback from every one of our Clients.
Our objective is to ensure the end users of your company (your employees) are pleased with our service, and your score ties directly into how we manage our staff. If your score falls below our target, a process is initiated to resolve the issue and process appropriate service penalties.
The fundamental problem:
Small and medium businesses need access to the latest IT services to support their growth without the costs that come with full-time IT departments. IT providers need to create service models that enable their clients to grow while being responsive, professional, proactive, and cost effective. Not an easy task.
MBC solves this problem in two ways. The first is through education, consulting, and clearly managing its client’s risks and expectations. And second, by providing an industry-leading Service Level Agreement (SLA), MBC’s Clients are guaranteed to receive the best response times, resolution times, monitoring, data integrity, and professional service in the industry. However, this alone is not enough to deliver the level of service required by small and medium businesses today.