Implementing Salesforce Entitlements & Milestones Ensuring SLA Compliance

A B2B MSP client needed a way to ensure compliance with customer SLAs, as their existing case management process lacked visibility and accountability. Without entitlement tracking, response and resolution times were inconsistent, and there was no escalation mechanism to prevent SLA breaches. This resulted in delayed case resolutions and reduced customer satisfaction.

We implemented Salesforce Entitlements and Milestones to align with both standard and customer-specific contracts. Key SLA metrics such as response time, resolution, waiting on agent, and waiting on customer were captured and tracked automatically. An escalation process was added to notify managers of potential breaches, enabling proactive intervention. The result was improved SLA compliance, greater accountability, and faster, more consistent customer service.

Download Case Study