Escalation & SLA Stabilization Sprint (10 business days)
For community banks and credit unions facing rising escalations, repeat service failures, or SLA instability. We identify the highest-impact drivers, map root causes and control gaps, and deliver an exec-ready remediation plan your team can execute.
Ideal for
Escalation volume is trending up or staying elevated
SLA performance is unstable, missed, or disputed across teams
The same service failures repeat despite “fixes”
Ownership is unclear across handoffs (front line → back office → vendors)
Leadership needs a defensible plan and operating cadence—fast
Outcomes
Improved SLA performance through targeted operational fixes and clearer control points
Reduced repeat drivers by addressing root causes and control gaps
Reduced escalation volume by prioritizing the highest-impact breakdowns first
What you receive
Top driver analysis (escalations/complaints/SLA misses)
Root-cause + control gap map
Prioritized remediation backlog (impact/effort)
30/60/90 execution plan (owners, milestones, KPIs)
Weekly operating cadence (agenda, metrics, governance)
Exec-ready readout + Q&A
Everything is packaged for execution—not shelfware.
How it works (10 business days)
Days 1–2: Align + Intake — confirm scope, gather available data, set definitions, lock the readout date
Days 3–5: Diagnose Drivers — quantify top drivers, identify patterns, isolate where SLAs break
Days 6–7: Root Cause + Control Gaps — map failure points, ownership gaps, and control weaknesses
Days 8–9: Build the Backlog + Plan — impact/effort prioritization, owners, milestones, KPIs
Day 10: Executive Readout — clear decisions, sequencing, and governance cadence to sustain stability
Investment
Standard: $7,500
Urgent (compressed / higher-touch): $9,500
Terms: 50% to start, 50% at readout
What we need from you
Access to escalation/complaint volume trends (last 30–90 days preferred)
SLA definitions and current performance reporting (if applicable)
A point of contact for operations and one for client experience/escalations
3–5 stakeholder interviews (30 minutes each) across key handoffs
Disclaimer: Please do not submit customer PII or confidential documents through web forms.
What typically drives escalations and SLA misses
Broken handoffs and unclear ownership across teams
Policy ambiguity that creates inconsistent decisions
“Workarounds” that bypass controls and generate repeats
SLA definitions that don’t match operational reality
Vendor/third-party process gaps with weak escalation paths
Measurement gaps (wrong metrics, wrong granularity, delayed visibility)
Frequently Asked Questions
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You’ll get early direction in the first week. The sprint delivers an executable backlog and 30/60/90 plan by Day 10.
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That’s common. We use what’s available and validate through patterns, sampling, and stakeholder interviews.
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No. We keep burden low and focus on decision-grade clarity and execution readiness.
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Yes. We map where vendor processes break, define control points, and integrate vendor actions into the remediation backlog.
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Many clients execute the 30/60/90 plan internally. If needed, we can support governance cadence and execution as a follow-on.
Ready to stabilize performance?
If escalations are rising or SLAs are unstable, the next step is a short fit call to confirm the right approach and timeline.