What service information should I send my clients? How often should I send the reports?
These are the two most popular questions we get during the on-boarding process with new customers or when customers are initially setting up our Client Reporting feature. The good news is that we have you covered! We’ve already done the homework on the key information you should be sending your clients by providing you with templates per data source.
It’s important that we discuss how we developed these templates. We used three techniques: (1) analyzed the client reporting features of our power users (2) surveyed our customers and (3) leveraged our own experience from our MSP. What came out of this 2-month long research project are our Client Reporting Templates, which we have shared with all customers. But it’s important to note that these are a “starting point” to help you get going. From here you can build more customization or make adjustments as you see fit.
For our PSA data sources, Connectwise, Connectwise Hosted, Autotask, and Tigerpaw we focused on just a few simple gauges:
This shows tickets that are currently open, tickets opened last month, and tickets closed last month. This gauge is a great snapshot into the services details for the prior month.
This gauge is a perfect visualization into how your team is keeping up with the demands of the client. If there are more tickets open than closed (meaning your service backlog is increasing), then there should be a point of discussion with your client on how you can address this.
If your data source provides SLA information that allows us to document the average time it takes to acknowledge or respond to a ticket, it’s important to share that with your client. This shows that your team is being responsive to their requests which is one of the most important characteristics a client expects of a service provider.
This pie chart shares the type of tickets your client currently has open with you. This gauge provides a wealth of information on what type of work your client is requesting of you. One glance at this gauge tells a story of the different types of support you are providing - and if the support is off, what’s expected based on the contract. This is your opportunity to review with the client and make adjustments.
This is one of my favorite gauges to share with clients because it helps immediately identify the “problem users” that may need some extra coaching or training. We all have a few noisy users in our client base who have a tendency to open the majority of the support requests, and this gauge allows you to bring it front and center.
In summary, with these 5 key gauges you’re able to show:
This summary speaks volume about the value you’re providing!
To learn more about how you can ensure client happiness and save a ton of time by skipping the manual report process, check out our free webinar:
