Announcing a major redevelopment of our Technology Business Review (or QBR) reports and views.
This is now the most complete and most capable TBR/QBR analytics solution for MSPs using ConnectWise available on the market today.
We’re excited. We’re delivering – right now – a TBR template that works right out of the box, but which also allows for fast and easy customization to fit your individual business needs.
A particular strength is the ease with which you can tailor reports to get deep analytics for internal use, as well as customer-facing reports to drive constructive TBR conversations with your customers.
You’ll see and analyze key service data, ticket data, ticket types – homing in on tickets causing a high number of incidents and drilling down to find out why. You’ll track ticket resolution by individual technician and monitor SLA compliance. You’ll show KPI data such as first call resolution rates, and drill down into ‘noisy tickets’ to see how and why these are occurring.
And you’ll have a powerful new weapon for account managers to work with customers, adding authority to Quarterly Business Reviews/Technology Business Reviews, and revealing new opportunities to add greater value. This includes looking at customer devices – desktops and servers, plus operating systems, to identify opportunities for replacement, justified by accurate cost/benefit analysis.
You can see the sample views and commentary below to get a feel for the depth and breadth of our new TBR reports. And if you want a deeper dive you can see a recent customer webinar where Cognition360’s Eamon Magan and Christy Perez show and tell on the new TBR highlights.