Relationship Management

Relationship Management in Robo-Hub tracks ongoing supplier relationships, contracts, and performance.

Overview

Once contracts are active, Relationship Management helps you:

• Track contract performance

• Monitor SLA compliance

• Manage communications

• Handle issues and disputes

• Plan renewals

Relationship Dashboard

┌─────────────────────────────────────────────────────┐
│  Active Relationships                                │
│                                                      │
│  ┌───────────────────────────────────────────────┐  │
│  │ 🟢 Joe's Mobile Tires                         │  │
│  │    Contract: 12 months • Ends: Dec 2026       │  │
│  │    SLA: 98% ✓ • Volume: 156/month            │  │
│  │    [View Details]                             │  │
│  └───────────────────────────────────────────────┘  │
│  ┌───────────────────────────────────────────────┐  │
│  │ 🟡 Quick Tow Services                         │  │
│  │    Contract: 6 months • Ends: Jun 2026        │  │
│  │    SLA: 91% ⚠ • Volume: 45/month             │  │
│  │    [View Details]                             │  │
│  └───────────────────────────────────────────────┘  │
└─────────────────────────────────────────────────────┘

Relationship Health

Health Indicators

Status	Icon	Meaning
Healthy	🟢	SLA compliance >95%, no issues
Attention	🟡	SLA 85-95% or minor issues
At Risk	🔴	SLA <85% or major issues

Factors Affecting Health

• SLA compliance rate

• Response time trends

• Quality scores

• Communication responsiveness

• Volume vs. commitment

Contract Tracking

Contract Details

Field	Example
Contract ID	CNT-2026-001
Start Date	Jan 1, 2026
End Date	Dec 31, 2026
Status	Active
Value	$45,000/year
SLA Target	95%
Volume Commitment	100 services/month

Contract Documents

• Original agreement

• Amendments

• SLA specifications

• Pricing schedules

Renewal Management

Track upcoming renewals:

• Renewal date

• Notice period

• Current terms

• Renewal options

SLA Monitoring

SLA Dashboard

┌─────────────────────────────────────────────────────┐
│  SLA Performance - Joe's Tires                       │
│                                                      │
│  Response Time: 1.8hr avg (Target: 2hr) ✓           │
│  Completion Rate: 98.5% (Target: 95%) ✓             │
│  Quality Score: 4.7/5.0 (Target: 4.5) ✓             │
│                                                      │
│  [Chart showing 30-day trend]                        │
│                                                      │
│  Recent Violations: 2 (both resolved)               │
└─────────────────────────────────────────────────────┘

SLA Metrics

Metric	Description
Response Time	Time from request to acknowledgment
Resolution Time	Time from request to completion
Completion Rate	% of requests completed successfully
Quality Score	Customer ratings average
Availability	% uptime during contracted hours

Alerts

Get notified when:

• SLA violation occurs

• Trends indicate risk

• Compliance drops below threshold

Communication

Message History

All communications in one place:

• RFQ discussions

• Contract negotiations

• Ongoing correspondence

• Issue resolution

Communication Tools

• In-platform messaging

• Email integration

• Document sharing

• Meeting scheduling

Issue Management

Reporting Issues

1. Click "Report Issue"

2. Select issue type

3. Describe the problem

4. Attach evidence

5. Set priority

Issue Types

Type	Example
SLA Violation	Response time exceeded
Quality	Service not up to standard
Communication	Unresponsive supplier
Billing	Invoice discrepancy
Other	General concern

Issue Tracking

Track issues through resolution:

REPORTED → ACKNOWLEDGED → IN PROGRESS → RESOLVED → CLOSED

Escalation

For unresolved issues:

1. Escalate to management

2. Formal dispute process

3. Contract review

4. On-chain record of dispute

Performance Reviews

Regular Reviews

Schedule performance reviews:

• Monthly check-ins

• Quarterly business reviews

• Annual contract reviews

Review Components

• SLA performance summary

• Volume analysis

• Cost trends

• Improvement areas

• Future planning

Financial Tracking

Spend Analysis

• Monthly spend

• Year-to-date

• Budget vs. actual

• Cost per service

Invoice Management

• Invoice tracking

• Payment status

• Dispute flags

Renewals & Offboarding

Renewal Process

1. Review: Assess relationship health

2. Negotiate: Discuss new terms

3. Decide: Renew, modify, or end

4. Formalize: New contract if continuing

Offboarding

When ending a relationship:

1. Provide required notice

2. Transition pending work

3. Final reconciliation

4. Lessons learned

Best Practices

1. Monitor Proactively

Don't wait for problems. Review dashboards regularly.

2. Communicate Openly

Address issues early through direct communication.

3. Document Everything

Keep records of all agreements, issues, and resolutions.

4. Plan Ahead

Start renewal discussions 60-90 days before contract end.