As a BrightGauge user, you’re constantly referencing your gauges, dashboards, and reports to gain data insights that drive important business decisions. Right now, as remote work is the norm, your ...
As a BrightGauge user, you’re constantly referencing your gauges, dashboards, and reports to gain data insights that drive important business decisions. Right now, as remote work is the norm, your data is playing an increasingly important role in aligning your team members and making sure productivity stays on track. To really solidify that alignment amongst employees, you probably want to get more eyes on that crucial data on a more consistent basis. A question we often get asked is, “How can I share my BrightGauge data without adding more licenses to my account?”. There are various ways you can publicly share your data with key players without having to add more licenses, including dashboard playlists, public dashboard links, and embeddable gauges. Just ahead, we’ll cover each one. Dashboard playlists & viewer licenses You likely have several dashboards you are watching on a daily basis and that you care to share with your individual technicians or clients or board of directors. Creating dashboard playlists makes this simple. You can group relevant dashboards into one playlist, which will rotate in a carousel throughout the day, so you can easily stay on top of what matters. This is especially helpful if you like to view your dashboards on a TV or other screen other than your main computer. Here's a quick video on setting up your rotating dashboards: From your dashboard, click on ‘Present’ mode and select ‘Rotate Dashboards’, where you’ll see the option to choose from 3 playlists. Every user on your account can create up to 3 playlists, and each playlist includes up to 10 dashboards, so your viewing possibilities here are vast. Dashboards will rotate every 30 seconds, 1 minute, 2 minutes, or 5 minutes depending on the cadence you prefer. NOTE ON VIEWER LICENSES: To share these dashboards, simply give your desired recipient ‘Viewer’ permissions within BrightGauge, which means they will have read-only access to anything you share with them and will not be able to edit or manipulate data. Reminder: your account comes with an unlimited number of viewer user allowances! Pro tip: use an internal viewer license for displaying dashboards on TVs, that way you won’t be prompted to log in! For more on user permissions, read this. Public dashboards A favorite amongst BrightGauge partners and perhaps the simplest way to share data with anyone you’d like. A Public dashboard is quite simply a read-only dashboard that is shared via a public URL. A dashboard is not public by default - you can only share a dashboard if you have switched on the public URL modal. The nice thing about public dashboards is that the end-user does not need to have any BrightGauge permissions whatsoever. Everybody and anybody with a public dashboard link will be able to view that dashboard without being required to sign in or enter any information. Some BrightGauge partners have told us they’ve shared public dashboards with peers and colleagues in order to help them understand what valuable metrics they should be tracking. We love this because we truly believe that teamwork makes the dreamwork! To learn more about sharing public dashboards, read this. Embeddable gauges When you want to display your metrics for anyone to see, rather than one specific individual to see, embeddable gauges are a great choice. They are basically just what their name implies - gauges which you can embed on a public site. When you mark a gauge as publicly viewable, you’ll have access to a short snippet of code that will allow you to embed the gauge wherever you’d like. Anyone viewing that gauge will not be able to click into it to apply a filter or access the drilldown, so what you see is what you get. One popular way partners use this feature is to display their CSAT scores or their average response times right on their marketing site, which is a great way to let numbers do the talking for you. See how BrightGauge partner C SPIRE started a service library using these gauges. Want to upgrade your account or understand more about these features? Contact us today and we’ll be happy to have a chat!
Among the many things they do right, Network Doctor, an MSP firm based out of the Northern US, excels at keeping their engineers engaged and always focused on where they can help out next. Through their BrightGauge dashboards, each is able to cover a little self-triaging while seeing where their metrics line up for the day. We recently hosted a webinar with our longtime partners to go over how they use their dashboards to keep their techs motivated while on top of the endless ticket queues. Watch the webinar here: Pushing for Accountability & Auditing your Data with Network Doctor. For the dashboard featured, Network Doctor partner David Birk shared how they create individual dashboards for each team member. Color thresholds are then set to show the split of what the technician has on their plate, stats from the previous week, and where there is room for them to pick up "In-Progressable" tickets (tickets that aren't waiting on the customer and may be progressed along). Engineer Dashboard - public view link Engineer Dashboard key - public link with instructions on how to rebuild in your BrightGauge KPIs displayed - filtered for each technician: Your Hr./Ticket Ratio - Last 30 Days Team Weekly Average (2-Week Lookback) Assigned Today Completed Today Worked On Today Your Ticket Stats For LAST Week (Member Board) Your Ticket Stats For THIS Week (Member Board) Hours Entered Today Past Due Items In-Progressable - Today's Ratio In Progress Currently In-Progressable Tickets Your "New to Completed" Stats (HD Board Tickets Only) Your Surveys This Year Your 30-Day Utilization Average Survey Leaderboard Your Hours By Client This type of dashboard has provided the Network Doctor team with a high level of visibility and transparency that has helped keep productivity consistent, even during the COVID-19 pandemic. To recreate these dashboards for your own teams, check out the links below: Public view link - Engineer-filtered Dashboard Buildout Key Instructions Please feel free to reach out to firstname.lastname@example.org with any questions you have!
We’re excited to welcome Ashley Nicely to the team as a Partner Success Specialist! Join us in learning more about the newest member of our growing BrightGauge family. In the beginning Ashley comes to us from right here in South Florida, where she was born and raised. Specifically, she grew up in the Miami Lakes/Hialeah area. Ashley attended Florida International University, where she earned her bachelor’s degree in Psychology, with a minor in Education. She’s always taken an interest in understanding human behavior and mental processes and in creating content that engages the mind. During her statistics classes in college, Ashley gained an appreciation for data analytics and insights. This appreciation was further fueled by her many different client-facing roles, starting off in the service industry. Having to communicate with all walks of life and working in a fast-paced environment was a perfect fit for Ashley and she credits her experience in the service industry with her strong work ethic and attention to detail. She took her love of communication to a technology startup, Vs Media LLC, where she was an account manager tasked with helping clients create richer customer experiences, drive social discovery and networking online. Her work was largely driven by KPIs and using data to understand how to help people, which cemented her desire to focus her career on customer success. Joining BrightGauge Ashley’s passion for customer success is what brought her to BrightGauge, along with her appreciation for our commitment to making customer success a company-wide priority. What sold her on the opportunity was the BrightGauge culture. She says that during the interview process, it just felt like home. Everyone was warm and welcoming and really drove home the importance of accountability, transparency, and teamwork, which perfectly aligns with her core values. Ashley is really excited about living and breathing the BrightGauge product and helping our partners get the most out of their data. Out of office Ashley spends her free time with her beautiful family, including her husband, two young sons, and a Shih Tzu named Agatha. They are all lovers of outdoor adventures, so they visit city and state parks as much as possible. Local favorites are Bill Baggs Cape Florida State Park and The Everglades National Park. Ashley’s husband is an avid bird watcher, so whenever they plan vacations, it’s always first about the birds he can see and second about the foods Ashley can eat. At the end of a long day, Ashley loves nothing more than curling up with a hot cup of chamomile tea and a novel, so if you’re chatting with her, make sure to mention your latest read!
For many businesses, great customer service is the key to future success and customer retention. Being able to effectively manage customers and resolve issues helps to improve customer satisfaction (CSAT) so they’re more likely to return for repeat business or be receptive to upsell opportunities. But, how can you measure the quality and effectiveness of customer service in your company? Key performance indicators (KPIs) are the most common tool for measuring employee performance. However, to get the most out of tracking customer service metrics, it’s important to use the right KPIs—ones that are measurable and specific. It should be noted that some businesses may track different customer service metrics than others or apply different terms for specific KPIs. For example, a customer support call center may track “tickets” while a high-end services provider might refer to them as “cases.” Both of these customer service metrics involve unique interactions with customers, but have tweaked names to match a specific industry. To help you track your company’s own efforts, here’s a list of some of the best measurable KPIs for customer service that you should monitor: Measurable KPIs for customer service. Tickets Opened Each Day. How many tickets/cases/customer interactions does an employee, team, or the company as a whole process each day? This is an important customer service metric to track for monitoring the workloads being handled. Individual-level “Tickets Opened” metrics allow for comparisons of productivity, while team or business-level tracking helps establish overall workload. Tickets Closed Each Day. Simply opening a ticket doesn’t mean that the issues behind it are going to be resolved. Until a ticket closes, that customer/client is left waiting. If the number of closed tickets is far below the number opened, it can be indicative of a problem (such as insufficient labor to keep up with workloads, or employees not having the right tools and training to close tickets properly). Time to Resolution. On average, how long does it take for a ticket to close? Time to resolution is an important KPI for measuring employee performance. If one employee’s time to resolution is particularly long compared to others working on similar issues, it may indicate an opportunity for improvement. First Contact Resolution Rate. What percentage of ticket resolutions occur during the first contact with the customer/client? While it may not be possible to resolve every issue in a single interaction, tracking first contact resolution rate helps highlight the overall complexity of issues faced by the customer service team. This makes it a useful measurable KPI for customer service to track. Handle Time. How much time does an employee spend on each ticket? Note that this customer service metric, while closely related to resolution time, is distinct because it is a measure of actual time spent working on the ticket—which may not be the time the customer spends waiting for a resolution. Time to Response. Once a customer opens a ticket or dials the support number, how long do they have to wait for a response? Time to response is a critical customer support metric that has a direct impact on CSAT and retention. It may also be a factor in satisfying service level agreements (SLAs) for some companies. Service Activity Metrics. Companies can track individual activities made by employees (such as number of phone calls made, emails written, etc.) in the course of responding to and handling tickets. These metrics should be filtered by specific activity type to help correlate specific activities with service ticket outcomes. For example, do employees who make more calls have a higher or lower CSAT score than others? This can be useful when planning new hire employee training so it focuses on those activities that generate the best ROI. Churn Rate. One of the most important measurable KPIs for customer service is the company’s overall churn rate—or the number of customers that stop doing business with the company over a given period of time. High churn rates not only indicate a problem with the quality of customer service provided, but it can eventually cause a business to fail if too many customers leave before they can be replaced with new ones. A success team can help with keeping this KPI on track. CSAT Scores. Customer satisfaction is one of the most obvious KPIs for customer service that a business should track—but one where it is often hard to collect reliable data. Surveys are a common method of getting this data, but the results often skew overly positive or negative because only those customers who had a particularly impactful experience (one way or the other) have a strong motivation to fill out a satisfaction survey. However, even with this issue, CSAT is an important customer service metric to track. Customer Complaint Rates. How many customers reach out to complain about the service they’ve received? This is a measurable KPI for customer service that helps to highlight issues in the service team. If there are a high number of customer complaints during a specific period, it can help to review any changes made during that time frame to isolate a cause. It can also help to review specific complaints to see what they’re about. Things to keep in mind when tracking KPIs for customer service Many of the customer service metrics listed above can be measured at different levels. For example, you could track time to resolution on an individual level, a team level, or a company-wide level. Tracking KPIs for customer service at all levels can provide value in various ways. Tracking time to resolution on a team or company level provides an average to compare individual performance against. This, in turn, makes it easier to identify when someone could improve their performance or is being especially efficient. In the former case, the employee could be put through some additional training to help them. In the latter case, you could study what that employee does differently and apply that to the rest of your processes. Another thing to keep in mind is that none of these KPIs for customer service should be considered by themselves. They need to be considered as small puzzle pieces that form a bigger picture. For example, say one employee has an especially fast time to resolution. That sounds good, right? However, what are the churn rate and customer complaint rate for the employee’s clients? How often do those customers come back with another ticket to fix right after? Getting the job done fast is not necessarily synonymous with getting the job done right. On the other hand, say an employee has a relatively long time to resolution and handle time—something around 25% longer than others handling similar tickets. Based on these customer service metrics alone, it would be easy to assume the employee’s performance is subpar. However, what if the other measurable KPIs for customer service provided by this employee are all extremely positive compared to the average for the business—such as having 50% less churn among clients they handle or having 50% higher CSAT scores? In this case, it might demonstrate that other customer service team members might need to start spending more time on each ticket to provide superior service. Additionally, if they have more service activities logged to correlate to the longer time to resolution, it can help to demonstrate how much more that employee is doing to provide top-notch customer service. These are just a few of the best measurable KPIs for customer service that businesses can track. Do you need help creating a simple and effective dashboard for measuring key performance indicators amongst your team? Reach out to BrightGauge today for assistance! *This post was originally published in May 2019
Although states are reopening and people may be returning to their offices, we’re still very much at the beginning of the COVID-19 pandemic and its resulting recession. MSP owners and CEOs may be wondering what to focus on as they work to keep their businesses thriving. Here are my recommendations for 9 areas CEOs and owners should prioritize right now: 1. Protect Stakeholder Value - This is something that needs to come from the top, as it doesn’t make sense for anyone else in an organization to prioritize this. Even though you’re likely focused on keeping your business afloat, you should also think about how to make it thrive in the future. How to accomplish this: Maintain and create business value. 2. Define Business Legacy - What are your benchmarks for success? Does everyone in your company know what your version of success looks like? Now is the time to make sure everyone in the company understands their role and how they contribute to where the company is headed. How to accomplish this: Start from the top with a vision and a high-level strategy and let it trickle down to every member of the team. 3. Manage the Balance Sheet - We are all aware of the importance of cash flow, especially now. Maximizing cash flow - whether through banking relationships, government programs, or cutting costs - must remain a current focus. How to accomplish this: Keep your company adaptable and solvent in today’s environment, but ready to thrive tomorrow (theoretically speaking). 4. Define the Culture - It can be challenging to do so, but setting an example works best when it comes from the top. An owner/CEO should guide the culture of an organization, driven by a mission, vision, and core values. How to accomplish this: Make sure core values and culture are clearly communicated to team members, especially during this time of remote work. 5. Grow through M&A - At some point, owners and CEOs consider mergers and acquisitions as a way to meet a business legacy objective. Keep an eye out for these opportunities. How to accomplish this: Be actively involved in the M&A market to pinpoint and pursue any opportunities that would make sense to your company. 6. Develop Your Leaders - Meet with your team members, get to know them, and identify opportunities to help them develop. As a leader, one of the most important things you can do is invest in your team members’ personal and professional growth. How to accomplish this: Hold regular individual and team meetings focused on skill development and growth; CEOs and owners should also make sure they’re developing their own leadership skills. 7. Acquire and Retain Key Talent - The success of your organization depends largely on the talent you have on hand. Focus on building a leadership team you have confidence in, as they will ultimately be drivers of company success or failure. How to accomplish this: Clearly define your talent needs and be proactive about filling in gaps while retaining the A players on your team. 8. Manage Critical Relationships - When owners or CEOs are directly involved in a relationship (whether business like finance or legal or vendor/supplier relationships), these relationships must be well-managed and protected. Now more than ever, as we face a complex set of challenges, these relationships are vital. How to accomplish this: Foster better and more frequent communication and interaction with key relationships at this moment. 9. Drive Innovation - Your biggest competitor is likely not another company in your industry. Instead, it’s resistance to change and maintaining status quo. To flourish and thrive in our new world, change is a must. How to accomplish this: Be open to new ideas, encourage free thinking, move outside of the box, and be an innovator. For more of my insights and thoughts surrounding our current state of work, tune into ConnectWise’s Inside the Industry podcast series.
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With all 50 states now open in some capacity, many managed service providers (MSPs) are reverting back to working from their offices, or are still more comfortable with working remotely. It’s possible that you, as an MSP, have restructured your departments, reduced or eliminated some employee benefits, or unfortunately have had to let some of your talent go. Whatever your specific scenario, the common thread is that we are all still figuring out this COVID-19 situation and its implications on our future. If you are amongst those who have delayed or eliminated promotions or merit increases, you should still take the time to sit with each employee and conduct a formal review. At the very least, this year’s performance should still be counted and recorded in the employee’s records. Beyond that, here are 5 reasons why goals and annual performance reviews matter now, more than ever. 1. Accountability. Fostering a culture of accountability is a really smart business practice. Not only does it teach your employees an invaluable soft skill that they’ll carry with them throughout their career, but accountability also helps keep everyone working towards important goals that impact your bottom line. Collaborating to set goals and implementing a goal-management software are two effective ways to get your team members to be more accountable. When you’ve got employees with specific goals assigned to them, and those goals are being monitored, that employee will feel encouraged and motivated to hit those goals. It’s our instinct as humans to want to succeed, so we’ll hold ourselves accountable to what needs to be done to get there. Especially as remote work continues to be the norm and there are fewer opportunities for quick check-ins, an annual review provides the space and time to evaluate goal progress, see where gaps in accountability exist, and talk through ways to improve. 2. Investing in growth. Remote work used to be a novelty or a rare perk offered by select companies. Now that it’s here to stay in some fashion, MSPs and other employers need to explore other means of hiring and retaining the best talent. With budgets being slashed, today’s perks are going to have an even heavier focus on an employee’s personal and professional growth. Studies have shown that employees really value professional growth opportunities and if those needs are not being met, they are highly likely to seek them elsewhere. In times of crisis, continuing with annual performance reviews sends the message that your employee’s growth is a priority, their career and advancement matter, and their contributions are being acknowledged and can hopefully be rewarded if and when a state of normalcy resumes. 3. Employee morale. Let’s face it, times are weird. And hard. People are angry, frustrated, scared, isolated, and overwhelmed. Any semblance of normalcy right now can feel pretty good. Continuing to set and track goals can provide that feeling of normalcy. On days when the world is just too much, but work must go on, goals can tell us what we should focus on and where we can be productive. Plus, knowing that as a company, we’re all working together to meet a goal can help us feel more unified when many of us are physically still isolated. As we come to the middle of the year and the time when many companies conduct their annual performance reviews, it can feel nice to carry on with something that’s expected when there are so many unexpected events happening around us. Having a formal time to chat and review performance can help employees feel good about what they’ve accomplished and give direction on what they can focus on as the year goes on. And without quarterly fun events, happy hours, or other social gatherings for colleagues to engage in, having a regular, expected performance review might just make us feel like things will soon be okay. 4. Pulse check. Goals work best when they’re flexible and fluid, meaning they can change when business circumstances change. An unforeseen event like COVID-19 has made many MSP owners and managers reevaluate their goals for the year and redefine how they see success. Makes sense. Setting and tracking goals with each employee, and discussing them over a performance review, can serve as a two-way pulse check. As the employer, you get to find out whether or not your employee is making progress, what additional resources they made need to advance their progress, what roadblocks they’ve encountered, and how they’re projected to finish out the year. Employees get a real-time update on the health of the company, any changes in goal direction, constructive feedback on their own work, and expectations for the remainder of the year. Having a presumably longer chunk of time carved out for a performance review also gives an opportunity for employees and managers to talk about anything else that might be going on, whether personal or professional. In these times, we’re all leaning on one another a bit more. 5. Company key performance indicators (KPIs). KPIs will continue to be an important way for managers to run their businesses. Measurable KPIs are like a north star that leaders use to make sure the company is on the right path to success, and goals are the little stepping stones that lead us all along that path. Being diligent about setting and tracking each employee’s goal ensures that everyone is aware of the part they have to play and nobody is losing sight of those critical KPIs. Even though KPIs may change as the year progresses, the function of the individual goals remains the same, which is to make sure we’re doing the right things to get us to the optimal end result. BrightGauge provides partners with dashboards, reports, and a proprietary goal-management system that makes it easier to manage data and align with team members and clients. To learn more, schedule a live one-on-one demo today.
If 2020 has taught us anything, it’s the power of going digital. We’ve all adapted to a remote world quickly and seamlessly, and it hasn’t stopped us from getting anything done. We’ve kept up with our work, we’ve visited with friends and loved ones, we’ve attended weddings, we’ve held important meetings, and we’ve banded together all through our computer screens. And now we’re also attending conferences virtually. While it may be hard for us to get used to the lack of face-to-face time, virtual conferences still present us with a great opportunity to network, learn from our peers, and gain valuable insights. And a majority of this year’s conferences have gone digital, so the opportunities are vast. This year, IT Nation Explore is all virtual and completely free for anybody to attend and we’ll be presenting! Join BrightGauge’s Success Team Lead Danielle Ungermann and Support Team Lead Kristian Muñoz for two sessions that’ll help you get a better grasp of BrightGauge and how it can help you make progress in your business. Here’s an overview: Measuring to Meet Your Objectives: Learn how to keep your team motivated and held accountable, all while keeping their individual performance in view. Danielle and Kristian will review what makes for good data, how to use BrightGauge to track what’s actionable, see long-tail trends, and set goals and thresholds into metrics as a baseline for growth. Getting Started with BrightGauge - a High Level Overview of How to Work With Your Data: This session is for partners who are new to BrightGauge or are looking for a refresher. Kristian will dive into each area of the product, working with the data coming in, customizations, and top tricks you can apply to master KPIs through automated reporting and shared dashboards. Register for IT Nation Explore, taking place June 23-26, 2020, to expand your knowledge of how ConnectWise products can help you grow your business and for more information on these BrightGauge sessions. See you online!
As we continue to forge ahead in 2020 and understand how COVID-19 has impacted our businesses, it is time to plan for recovery. Whether you have experienced significant changes or you’ve been operating like normal, we all need to think about what comes next. Join Paul Dippell, CEO of Service Leadership, Inc., for the Rapid Recovery Webinar Series, hosted by ConnectWise. In the three-part series, Paul will offer advice on maximizing profits, improving customer retention, and generating new business. Read on for more details and to register for the events. Determining Your Financial Situation and Protecting Profitability June 5, 2020; 1:00-2:00pm EST In the first of the Rapid Recovery Webinar Series with Paul Dippell, we’ll discuss how to clearly understand your financial health and maximize profits during and post-COVID. Register now: https://www.connectwise.com/resources/inside-the-industry/webinar-predicting-profitability Retaining and Risk-Managing Your Existing Customers June 15, 2020; 2:00-3:00pm EST In this episode, Paul Dippell will share advice on how to prevent customer churn and sustained revenue loss by doubling down on customer retention and risk management. Register now: https://www.connectwise.com/resources/inside-the-industry/webinar-retaining-customers Selling into the Storm – New Business Generation in a Downturn June 30, 2020; 1:00-2:00pm EST In the third and final installment of the Rapid Recovery Webinar Series, the conversation will turn to how solution providers can tackle the increased challenge of driving sales during this period of uncertainty. Register now: https://www.connectwise.com/resources/inside-the-industry/webinar-selling-in-economic-downturn
This month, we’re featuring how BrightGauge partner Dan Rutter of TechPath in Brisbane uses BrightGauge reports to be highly transparent with customers and empower them to make the best possible business decisions. Dan is the Service Manager at TechPath, a full-service IT company that focuses on providing business internet, cloud and hosting, phone systems, and technology solutions to people in the Brisbane area. As the Service Manager, Dan wants to enable his customers with full information about their environments so that they have a better understanding of their business. To aid in this type of conversation, Dan regularly sends out an automated End of Month report using BrightGauge. Transparent reporting gives clients an extra look at the value a company like TechPath brings. As Dan puts it, “When you are visiting clients on-site, it’s very clear what your value is as they see exactly what you’re working on, but once your working relationship gets better and there are less face-to-face interactions, you spend a lot more time in the background. We wanted to send a report each month to key contacts to give an indication of what activity is actually happening, because they may not be aware of how much is going on behind the scenes.” The resulting report is straightforward and is automatically sent out, so is not censored in any way and allows for honest, transparent conversations to take place. *View this sample End of Month Report here The overview of day-to-day operations includes data around: Tickets, including type, volume, and open/close dates Asset management, including warranties status Network devices, with information about what’s currently under contract Computer health with patch status and drive disk space used The goal is to empower end users with all they need to make informative decisions. Dan says, “We’re giving our clients enough information for them to leave us, actually. But the idea is that we are providing so much value that they will want to continue working with us.” With the type of data they’re being shown each month, clients can make timely decisions about endpoints that are becoming particularly problematic, machines that may need to be replaced, administrative licenses that should be reassigned, and more. When TechPath is falling behind on something, it’s valuable for the client to see what action was taken to mitigate the issue at hand. That type of transparency strengthens trust placed in TechPath as a partner. “The key things for us are full transparency and showing value,” says Dan. “When we’re not on-site, it’s harder to maintain clients. They start wondering why they pay us. We know we’re doing a good job and we know we’re delivering value, but sending monthly reports helps us show that to our end users and decisions makers.” Interested in setting up an End of Month Report for your clients? Check out our Report Key to recreate it yourself or feel free to reach out to email@example.com and we’ll be happy to help. Thank you to Dan and TechPath for sharing your insights! Link to Sample End of Month Report Link to Report Recreation Key
What is your strategy when it comes to client reporting? Are you sending client reports on a regular basis? How are you determining what data to include in your reports? How are you generating your reports? Not carving out time to formalize this process or put enough thought into it can lead to a missed opportunity. Client reports are a powerful tool when it comes to customer retention and maintaining solid relationships. With a little organization, client reporting is a practice you can implement fairly quickly and easily. Let’s explore. What is a client report? Simply put, a client report is a document you send to your clients on a regular basis, showing them important metrics pertaining to their organization or environment. For example, if you’re a managed service provider (MSP) who handles your client’s endpoints, you may report on the status of their networks and devices and what actions you took in a given time period to mitigate any security threats they may have faced. Client reports should be based on fact and should refrain from being censored in any way, so a comprehensive report will show the natural ups and downs that any client-partner relationship faces. A client report should be a relatively quick and easy way for key stakeholders and decision-makers to consume important information and drive business decisions. Most often, it shouldn’t be a long, drawn-out report that takes a lot of time to comb through and analyze (long, in-depth reports make more sense during quarterly business reviews). Why do we need client reporting? It’s a fact that it costs more to acquire a new customer than it does to retain an existing one. After you’ve extended efforts to bring on a new client, it’s critical to nurture that relationship and make sure they stick with you for the long term. Creating a relationship based on trust and transparency lays a solid foundation for repeat business. Think about it from the client’s perspective: they’re already paying you, they already know how you work, you already know the environment, and you’ve already established a rapport. It would be a waste of their time to have to vet and hire a new vendor to do the work you’re already doing. So it’s truly in everybody’s best interest to protect the existing relationship and strengthen it over time. One of the most powerful ways to build up trust and transparency is to get in the habit of sending client reports. Especially in a world where we are mostly working remotely (i.e., fewer on-site visits with clients), it’s hard to show all the work that goes into your day-to-day. A report lays out your value for a decision-maker to see. You can almost compare it to an itemized invoice that lists out many functions that your client otherwise would not be privy to. Further, because reports are based on facts and show the good and the bad, they position you as a credible and trusted partner, not just a vendor. You’re giving the full picture of what’s happening versus trying hard to just make yourself look good. Client reports also serve as a sort of audit for decision-makers. Imagine your point of contact leaves your client’s place of employment. All the reports you’ve sent in the past will act as a paper trail of sorts to show the value of your partnership so that the person who is signing your checks doesn’t hesitate to continue signing them. What things should be included in a client report? The specific data and metrics to include in a client report format will vary from client to client. It really depends on your role, what your service level agreement (SLA) outlines, how often you’re sending the report, and what your point of contact cares most about. That being said, here are 10 things that all client reports should include: 1. Benchmarks Whether you’re setting these standards for yourself or your client is doing that for you, include some benchmarks to measure yourself against. This way, your client can easily see how you’re stacking up for that given time period. Plus, they will appreciate that you’re working hard to meet the highest standards and you’re human enough to understand that you may not always be perfect. A good way to determine what benchmarks to set is to use your SLA as a guide. Average Time to Response is a common example - in your SLA, you may have agreed to always respond to tickets within 30 minutes or less. In your reports, you may want to always include your benchmark (30 minutes) versus your actual performance for the given period. 2. Key Performance Indicators (KPIs) KPI tracking is such an important part of running a business. KPIs are like a north star that help guide the company along the right path to success. Businesses like MSPs will often have their own internal KPIs they are regularly tracking and external KPIs that help assess the level of service they’re providing their customers. Some external KPIs may even be used to determine if a client is a right fit. Here are examples of KPIs you may be including in your client reports: Average Time to Response Customer Satisfaction (CSAT) Score Open versus Closed Tickets Net Promoter Score Billable Hours Activity Level/Health Score 3. Metrics Tied to KPIs are metrics, which are trackable bits of data or that will help you piece together how well or not you’re performing. In other words, they are results. There are many different metrics you can be tracking at any given moment across the various departments within your organization. When it comes to including metrics in your client reports, you want to be purposeful about the ones you choose to include. They should be tied to KPIs that clients find important and they should be high-level. Client reports are not typically the time to get too granular with metrics as you want clients to digest the right information as quickly as possible - think quality over quantity here. Depending on the cadence of your report delivery, you’ll want to choose the metrics that best tell the story for your given time frame. For example, in a monthly report you would want to focus on average kill rate percentage versus showing tickets opened today. 4. Goals The practice of goal-setting is good for everyone to engage in - at the individual level and organizational level, on a personal level and a professional level, for the short term and the long term, and so on. Showing clients how you’re setting and tracking against goals helps to reinforce that foundation of trust you are building your relationship upon. You and your clients may even be coming up with goals together. In your client reports, you can show progress of your goals using a simple chart or graph just as a visual reminder of where you stand. By the way, benchmarks and goals can get confused with one another, but think of goals as the desired end result and benchmarks as the milestones you have to hit to reach your goals. 5. Budget There are two important areas to consider when it comes to communicating about budget in your client reports: dollars and hours. You want to show clients how their forecasted budget is tracking against projects completed or in progress. To put it simply, show them how you’re stretching their budgets to cover the most amount of work. In addition, you’ll want to make sure everything is on track in terms of budgeted hours. Are your techs billing hours correctly? Are there any issues you need to point out to your clients? How can you mitigate any time issues before it starts impacting your client negatively? These are topics you should be touching upon on an ongoing basis. 6. Revenue If you’re involved in your client’s finances in any way, data pertaining to revenue MUST be included in each of your client reports. As an MSP, if you’re managing your client’s endpoints, you may want to demonstrate how keeping warranties, patches, and machines up to date makes a positive financial impact over time. Anything impacting cash flow or profitability is going to be high on the list of priorities for clients, so take care and be precise when reporting on these numbers. 7. ROI Tracking Communicating on ROI is a big topic when it comes to nurturing that client relationship. Decision makers and key contacts are going to be really interested in how their investment in you will benefit them. This is closely tied to revenue reporting. If you can demonstrate how your client’s investments can result in big gains or cost savings or measurable business growth, you’re going to put yourself in a great position to continue earning their business. 8. Areas of Improvement Nobody does everything right 100% of the time. Whether you are sending daily, weekly, or monthly reports, it’s a good idea to highlight areas where you didn’t perform to the standards you would have liked, include context as to why performance was lagging, and identify solutions to prevent subpar performance in the future. 9. Summary of Events Your clients may not be aware of the scale of work that goes into protecting their environment. If you are out of sight, what you are doing may be out of mind for them. Including a summary of events that you’ve covered (most likely without their awareness) will help them understand how proactive you are and how much time and effort goes into keeping their businesses running smoothly. 10. Reporting the Good and the Bad We’ve said it before but it bears repeating itself over and over again: you can’t only report on the wins. When it comes to client reporting, it pays to be fully transparent all of the time. Mistakes happen, things fall through the cracks, and lessons are learned. Clients will be especially understanding of this if you don’t censor anything from them and if you’re constantly working on ways to course correct in the future. Even better, if an error occurred and you fixed it before your client noticed or before your report was due, including it in your report and outlining what was done to mitigate the error will show how valuable it is to have you as a partner. By doing this, you show that you’re not going to your clients with problems. You’re going to them with solutions. The right client reporting tool We’ve heard of many people not being consistent with client reporting simply because they take too much time to pull together. If you are toggling between many tools, pulling data off of each tool, inputting that data into an Excel spreadsheet, and then spending hours analyzing that data to draw conclusions, you could be eating into many valuable hours of your time. With an automated client reporting system like BrightGauge, you win that time back and you get powerful reports out to your clients whenever you want. Some of our partners have said that our client reporting tool has saved them 8-10 hours per week, which is time they can now spend focusing on revenue-generating tasks. With BrightGauge, you’ll get pre-built report templates that you can quickly populate with your client’s information, making it very easy to get started right out-of-the box. Even if you build reports from scratch, you can set them to automatically send out on the dates and times you choose, so you can rest assured that your client will get that report delivered to their inbox on a regular basis. For an in-depth look at the BrightGauge client reporting system and other features, please contact us so we can set you up with a live demo.
We are thrilled to announce that Brooke Candelore, Product Manager at BrightGauge, has been included as an honoree in this year’s CRN 2020 Women of the Channel list! While we are certainly not surprised by this honor, we are so happy to have Brooke’s achievements recognized by the industry. Brooke joined BrightGauge in 2017 and has been an integral part of the development of our product. She’s been responsible for bringing on dozens of new integrations, allowing our partners to connect to the datasources that matter most to them. In her role as Product Manager, she oversees all aspects of our product development, ensuring that features are released in a timely, relevant manner. What really makes Brooke stand out is that she handles her role with such composure and grace. Regardless of the challenges that are presented to her, Brooke constantly has a smile on her face and goes above and beyond to help her team achieve success. Maddie Campos, an Integration Developer on Brooke’s team, says it’s her pleasure to work with someone who has high standards and expectations of those around her. Brooke has helped Maddie solidify programming fundamentals and guide her to become a better developer. “Thanks to Brooke, I have learned to become a better problem solver and critical thinker,” says Maddie. “Not only is she technically proficient, she also moves through life in a very professional, articulate, and kind manner. Her ideas always make logical sense and she has a clear plan in which to move forward. She reminds us what a strong, competent leader can be and never ceases to impress.” Rick Aquilia, another Integration Developer working under Brooke, echoes Maddie’s sentiments. Rick actually transitioned from the Support Team onto the Product Team and one of his greatest challenges was learning Python as part of his development position. Brooke was instrumental in helping Rick progress. “Despite having her own tasks to attend to, Brooke always ensured that she was readily available for any questions that came up throughout my programming journey,” says Rick. “She frequently challenged me to be better and always offered feedback for areas where improvements could be made. I am extremely grateful for her patience, guidance, and support through it all.” Congratulations, Brooke, on this well-earned achievement! Brooke was named an honoree alongside three other ConnectWise colleagues. See the full press release here.