One key tool in the MSPs arsenal is good, solid metrics. Presentation of the right data and statistics to a customer can highlight the quality of work and the value of your service to them. Information overload is an easy trap to fall into, though.
No customer wants to wade through half a rainforest of raw numbers and eccentrically coloured graphs that make their eyes swim. The inherent danger in this data avalanche is that the customer never really knows what benefit your service is bringing to them and leaves you vulnerable to a competitor that can prove, succinctly, what they can do.
The injustice here is that they may offer less services, lower quality and higher costs, but their presentation skills can create an illusion to make David Copperfield envious.
So what can you do to keep yourself on the radar?
Make sure the salient metrics are delivered in an easy to understand format. A few simple charts that will allow your client to easily see the benefits you deliver to them are invaluable.
Pick your Battles
Choose the metrics that enhance your services to the client. E.g. Threats detected and remedied, uptime of client machines, response and resolution times among others.
Show your customer why you are still needed. If the majority of your service is conducted remotely (which it will be once set-up), they may think that “everything is fixed” and they lose sight of why they need your services. Use your reports wisely to show the improvements you bring on a continuous basis.
The Personal Touch
Although your reports can easily be delivered electronically, remember to take the time regularly (monthly/quarterly) to visit the client to deliver a well-prepared report. This is an opportunity to expand on your business benefit, remind the client that they are important to you and also provides a forum for you to recommend further services and features that will bring greater improvements for their business.
Now you know how to prepare your reporting it gives a better understanding of the value this can bring to you and your clients. Any solution that provides well-crafted, automated and, above all, professional reports that follow these guidelines are an invaluable weapon in the MSPs arsenal.
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