20211122 SLEs - Service level expectations are one way Sentry keeps its customers front and center

Service level expectations are one way Sentry keeps its customers front and center

In April 2021, Sentry made a small change that we hope will pay big dividends for our customers. 

In keeping with our commitment to provide exceptional customer service, Sentry actively engaged with our customers through surveys and regular one-on-one conversations to learn how we could enhance their experience with us. From this feedback, we identified an opportunity to reduce the number of emails our customers were receiving after they contacted our SentryOne Help Team and opened a support case. 

Since then, Sentry has made several process improvements to increase the clarity and efficiency in which we communicate with our customers.

This is just one example of what we call service level expectations, or SLE, a cornerstone of Sentry’s wider-reaching customer experience efforts meant to better understand our customers’ struggles, anticipate their needs and improve our partnership by providing responsive, high-quality service.

Staying at the top of service 

There are other examples of SLE initiatives across the organization. One is in implementation, in which our team has been focusing on doing more quality assurance (QA) work on the back end prior to bringing customers online with Sentry products. Our implementation staff is focusing on closely shepherding customers through QA to minimize the potential obstacles before going live on our platforms, and following up 60 days after go-live to assess satisfaction.

Another example is Account Management (AM), where staff are holding planned, proactive meetings with standardized agendas to review a customer’s account performance, recent activities and support requests, if any. These meetings help the team stay up to date on the customer’s status and plan strategies to address any lingering issues before getting on the phone with them for regular check-in calls.

We’ve also established more concrete goals for resolving common support requests to the SentryOne Help Team, starting with the same business day for basic needs like user account maintenance or ADT interface connections. Within those goals, we have established benchmarks for responding to new cases within two hours of submission, among many other protocols reflecting industry best practices. 

A customer-first trajectory

SLE is just one component of Sentry’s comprehensive customer experience focus, which includes initiatives that span the organization, extensive internal review of ongoing customer feedback and continuous quality improvement. The old saying “you can’t manage what you don’t measure” is part of creating a customer-focused organization.  

For example, we track what we call the Voice of the Customer, an aggregation of structured feedback collected from five customer-facing surveys given at different points of a clients’ journey with Sentry, such as after a support case is closed or during and following implementation. We align that feedback to a category and sub-category from a calibrated taxonomy, and then assign it a sentiment — either positive, neutral or negative. And we’re seeing encouraging momentum.

Our Net Promoter Score, a measure of how likely customers would be to recommend Sentry to their peers, has doubled year over year. Responses point to service response times, satisfaction with associates, and the effectiveness and knowledge of our training team as the primary drivers. 

We know we still have room for improvement, and there is no time to rest on our laurels or grow complacent. Word travels fast, and references from peers wield enormous influence. At Sentry, keeping the customer front and center in everything we do is a never-ending process to deliver a 5-star customer experience with each and every interaction. We are committed to meeting the customer’s needs and exceeding their expectations.

As always, we welcome your feedback. How can we do better? Email us at CustomerExperience@sentryds.com