Demand Capture Follow Up SLA

A practical example

A pricing-page demo request and a webinar signup both land in the same queue.

Under the SLA, the demo request must be actioned within two business hours or it escalates to a manager; the webinar signup follows a nurture track instead.

What to evaluate before investing

• Check whether the platform can measure response time per asset or source, not just as one blended team average.
• Confirm the system distinguishes action types—call connected, meeting booked, automated reply—so 'actioned' is not defined as any touch.
• Test the breach path: does escalation trigger automatically, and can you see breach history per asset before committing to SLA targets?

Limitations and tradeoffs

Aggressive SLAs on low-volume assets can force staffing that costs more than the conversions justify, so targets should reflect asset value, not a single uniform clock.