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October 15, 2015

Report Your Way to Better Client Connections

John Timko
Vice President, Marketing Strategy
ConnectWise, Inc.
Maintain Client Connections

Automation saves the day…except when it doesn’t. The right automation solution can bring you unprecedented levels of efficiency, but an often unexpected side effect is that you lose the personal feel that made you successful in the first place.

The technology industry is still a people business, and keeping your clients connected requires real human interactions. Automation makes it easy to go months without ever seeing your clients face-to-face, so now is the time to make sure you’re still directly connected to your clients and their needs.

Blueprints for Client SatisfactionGet My Toolkit

The Sound of Silence

When you aren’t hearing from your clients, you know everything is going well. Right?

Not necessarily. The truth is that while most people will reach out when there are issues, some clients are more inclined to suffer in silence. Instead of letting you know there’s something wrong, they might be stewing about flaws in service or products, and over time their frustrations are likely to bubble over.

Stay connected by giving your clients regular opportunities to check in and voice their concerns.

The Dangling Conversation

Successful managed service providers (MSPs) offer the kind of proactive service that makes them nearly invisible to their clients. Which might be the ultimate goal, except that it also means it’s easier for clients to forget the value you’re bringing to their business.

The longer you maintain radio silence, the sooner your clients might start to question what they’re really paying you for. If this goes on, they won’t be renewing their contracts and you’ll lose a client.

Stay connected by delivering regular reports and check-ins to make sure you’re communicating all you do behind the scenes to keep your clients working efficiently.

Bridge Over Troubled Water

To solve communication problems before they start, you’ll need to bridge the gap between efficient automation and people-driven business connections. Reporting is the key to building that bridge, so validate your service success by generating reports the right way:

1. Integrate your remote monitoring & management (RMM) and PSA solutions to generate customized reports that show the steps you’re taking and what that service would cost them if they weren’t on a managed services plan.

2. Develop 2 versions of your report to make sure you meet all of your client’s needs. A high-level executive summary provides a digestible overview that offers the most important information in a quickly processed format. Keep this report visual, with charts and graphs to back up your data. On the other hand, a detailed report gives you the information you need for strategic meetings and deep dives into specific topics.

3. Implement quarterly business reviews (QBRs) to review reports and issues solved over the previous quarter. If your customer is a on a managed services contract, add up all the issues resolved, multiply by your hourly rate, and demonstrate how much money their contract saves them. If the quarterly schedule isn’t ideal for your clients, aim for any consistent schedule—weekly, monthly, semi-annually—that gives you a chance to review reporting and solidify contract renewal long before it’s time to re-sign.

With the right information, well organized into clear reports, you have the tools you’ll need to improve the performance and efficiency of your service desk, yield greater net profits, and increase client satisfaction.

The IT Service Excellence Toolkit

Exceed your clients’ expectations with best practices for successful service delivery.

John Timko Vice President, Marketing Strategy
ConnectWise, Inc.

As a former pitcher for the Detroit Tigers, John knows the importance of playing for the name on the front of the shirt instead of the back, so he’s always looking out for what’s best for LabTech partners.


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The IT Service Excellence Toolkit

Exceed your clients’ expectations with best practices for successful service delivery.