Performance Management

Client Self-Service Portal

Javlin Consulting provides an online, or single point of contact for your internal customers. A simple browser-based portal allows your IT organization to collaborate with the business it supports, improving service levels, keeping teams informed and building closer relationships. The client portal enables:

Support request submission and status reporting.
Submission of planning requests for IT funding and budgeting.
Project status reporting.
Threaded discussions.
Knowledge-base access.

Support Staff Performance Management

Javlin Consulting pro-actively manages the performance of their support staff through constant feedback from customers and important metrics, thus ensuring Javlin meets the requirements of their customers. Individual employee portals show staff how they are performing against target metrics.

Individual and team-based scorecards show performance ratings based on configurable metrics.

Example metrics include: client satisfaction with support representatives, support ticket close times, knowledge base contribution.