Episode 35: Level 1 Service Level Agreement (SLA) with Gretchen and Philippe

SOLABS QM Insights

The QM Insights podcast show is back on its mission to help SOLABS’ clients learn from experience, continuously improve and do more with less. This week on the show, Ericka Moore returns as your host! She is joined by SOLABS’ CEO Philippe Gaudreau and SOLABS’ Product Specialist and Head Trainer Gretchen Dixson.

In today’s episode, the team has a conversation on SOLABS’ new Level 1 Service Level Agreement (SLA). They explain why it was created, the advantages for our clients and how some of them currently use their Level 1 banks of hours. The guests also exchange on the new Workflow Report and a new article by Philippe titled: SOLABS’ Promises.

Key Takeaways

0:59 – Ericka introduces today’s guests – Gretchen Dixson and Philippe Gaudreau.

1:35 – Ericka explains the SOLABS’ Knowledge Base and how to access it.

2:19 – Gretchen introduces the new Workflow Report available with 10.8.

3:31 – Who will want to use the Workflow Report?

5:20 – Philippe discusses SOLABS’ promises to our clients and where to learn more on this topic.

7:21 – Ericka explains why SOLABS now offers a Level 1 SLA.

8:44 – What’s included in the Level 1 SLA and how does it work?

10:12 – What are the advantages of the Level 1 SLA for our clients?

11:50 – We can now provide custom built reports!

12:58 – Gretchen shares her experience providing Level 1 Support so far.

14:40 – Gretchen explains the importance of providing hands-on learning opportunities.

18:51 – Philippe details our partnership with Nexgen Analytics and how this impacts our reporting capabilities.

21:28 – Philippe explains where to find more documentation on our Level 1 SLA.

21:50 - Ericka thanks the guests and listeners and mentions how to reach her with comments and suggestions.