When it comes to providing client reporting based on the information from your RMM tool (Kaseya, LabTech, MaxFocus, or N-Able) there are countless options. The first step is to identify who your target recipient of the report is, and then work backwards to the type of information you should include in the report. The typical small to medium business owner or executive may not want all the techie “speeds and feeds” details that typically come out of the template reports provided by the vendor.
So just like our research for the perfect PSA report, we set out to build the right template. We used three techniques:
(1) analyzed the reports our power users of the client reporting feature are using
(2) surveyed our customers
(3) leveraged our own experience from our MSP
What came of this 2 month long research project are our Client Reporting Templates 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 RMM data sources (Kaseya, LabTech, MaxFocus, and N-Able) we focused on just a few simple gauges:
Device Counts - You would be surprised how many business owners don’t know the number of devices they have on their network. Many of our customers are still pricing their solution by device count so this allows you to keep the count fresh in their mind.
Top 25 Most Installed Applications - Standardization of the applications on your client’s network should be a top priority and more importantly, being specific on the types of applications you do not support. This gauge provides an easy visual to start the conversation about the applications running on the network.
Server Patch & Server Antivirus Protection (AV) - Given the world we live in now with security threats popping up every day, ensuring your client’s servers are properly patched and secure with antivirus is a requirement of every MSP out there. With our patch and antivirus gauges it’s easy to see if everything is properly secure.
Server Disk Utilization - Understanding the space available on your client’s critical servers is important to ensure that all the servers are running properly. A key disk drive that gets full can bring down the server so keeping your clients updated on the trend is critical.
Workstation Patch & Workstation Security (AV) - Keeping your client’s end points properly patched and antivirus updated is a difficult challenge. Unlike Servers that tend to stay put and always on, workstations can be on the road and not connect to the network for days at a time - and when they are connected, they may be powered off during the patch window. Tracking the progress of your client’s patch and antivirus is very important to ensure their network is safe.
Workstation Disk Utilization - Space on a workstation is not as critical as servers but it does provide early indications on which workstations may need to be upgraded. This helps to avoid end user downtime and is also a potential upselling opportunity.
In summary, with these key gauges you are off to a great start to show your clients:
(1) what they have on their network
(2) how secure the devices are on their network and
(3) identify which devices may need to be upgraded.
This summary speaks volume about the value you are 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:
Free MSA Template
Whether you’re planning your first managed services agreement, or you’re ready to overhaul your existing version, we've got you covered!
