Its contribution in the case of contracting an external service is very clear, but how can the Service Level Agreement help in aligning the company's sectors , especially marketing and sales?
Strengthening the focus on the common business objective
The joint work of the marketing and sales departments of a business is essential for successful results, and, even though each of them has specific goals for the area, they need to remain focused on the company's common objective.
In this way, by establishing an SLA for the performance insurance leads for seniors of both sectors, the company guarantees that its employees will work engaged and aware that one depends on the other for the success of the business.
Production of real data for establishing future goals
The definitions of success parameters in the SLA allow the company to assess whether its production potential is working below or above its capacity. Based on this consideration, it can create more accurate target plans for its team.
Delimitation of responsibilities and recognition of bottlenecks in the process
This agreement also defines the responsibilities of each sector, ensuring that each sector knows what contributions are expected from its area. It also allows bottlenecks to be identified and the need for specific intervention in one of the sectors.
If the marketing team is delivering the number of qualified leads stipulated in the SLA, for example, but the sales team is not converting as expected, the manager can direct his attention to the area that is performing below the determined service level.
In other words, the Service Level Agreement ensures that areas do not conflict when it comes to identifying those responsible for the final result and ensures that the marketing and sales sectors come together to achieve business objectives.