Level 3 Communications' (NASDAQ: LVLT) enhanced service level agreements (SLAs) illustrate the idea that customer satisfaction will be the service provider's true competitive advantage.
While large business customers traditionally had to maintain various single product SLAs with no real service performance guarantees, Level 3's enhanced SLAs claim to offer enterprise customers assurance on any of its products and services.
The new SLAs, which are aimed at taking the guesswork out of the contract process and provide a complete performance guarantee, could give business customers some peace of mind that they are getting what they pay for.
Roopashree Honnachari, senior industry analyst for Frost & Sullivan, says that maintaining SLAs will become an even more pressing issue to win business customers over. "With telecommunications companies increasingly consolidating services, it is even more important to focus on customer satisfaction in order to offer a competitive advantage," she said. "Level 3's new comprehensive agreement structure highlights their awareness of this industry trend and competitive differentiator."
For more:
- see the release here
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