Broker productivity and client SLA dashboard
A broker measured productivity per filer and SLA attainment per client to protect service as volume grew.
- SLA attainment
- +11 pts
- illustrative
- Breach risk
- Flagged
- before due
- Productivity
- Per filer
- and type
- Clients covered
- All
- on SLA
Illustrative scenario · example figures
The challenge
Client service agreements set clearance and response targets, but attainment was only reviewed after a client complained, and workload across filers was uneven and unseen.
What we built
We built a productivity and SLA model that tracks entries per filer, response and clearance times against each client target, and breach risk before it happens.
- Productivity by filer, team, and entry type.
- SLA attainment per client with breach-risk alerts.
- Workload balancing view across the clearance team.
Outcomes
- SLA risk is seen before a breach, not after a complaint.
- Workload is balanced on evidence instead of instinct.
- Client reviews run on a shared, trusted scorecard.
Where the data came from
Data is drawn from the systems the operation already runs on and delivered in the client’s own tenant.
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