Elevate your Quarterly Business Reviews with Liongard Reporting
As a managed services provider (MSP), if you’re doing everything right, your customers don’t need to contact you very often. They might even forget about all the ways you add value and save them headaches every day. That’s why quarterly business reviews (QBRs) are a great opportunity to build long-lasting partnerships—they give you a way to build trust by showing your contributions to their organization. It’s also a chance to increase monthly recurring revenue (MRR)—but only if you’re able to demonstrate your value.
Whether you’re new to QBRs, schedule them consistently, or need to get back on track after the pandemic, you can always streamline your preparation and enhance your approach as your MSP, and your access to data, grows.
Gather the Key Players
Getting the right people together will set your QBR up for success. Make sure to include:
- Your technical account manager or vCIO
- Your point of contact on the customer side
- The customer’s CEO or another relevant, high-ranking executive
- The person who “signs the checks” for your services
- Other department heads that would benefit from hearing the value your MSP provides
Coordinating multiple busy schedules can be tricky, so set things up in advance and aim for a morning meeting (in person or virtual) when everyone’s fresh and receptive.
Prepare a Thorough Report, Efficiently
Don’t operate in stealth-mode—the more ways you can show your value, the more your customer will value your work. Successful MSPs know it all comes down to DREAMS—Data Rules Everything Around Managed Services—and Liongard’s advanced automation puts all that data at your fingertips. With just a few clicks, our reporting feature turns mountains of data into actionable insights for your QBRs.
Using Liongard’s integration with Power BI, plus 55+ other integrations and counting, prepping high-quality, visually appealing, data-driven reports is easy. With all the drudgery taken out of assembling your data, you can focus on hitting all the necessary points of the QBR.
Your QBR Checklist
You may only get in front of this group of people once a quarter, so make it count. A QBR should provide a transparent overview of operations and pertinent details on specific areas of service. The following represents typical areas of an MSP’s QBR, along with some tips to maximize your impact.
❏ Executive summary — A high-level, easy-to-read report of recent events, successes and issues that occurred in the past quarter, along with opportunities for the future. Colorful charts, graphs and numbers make a huge visual statement in just a glance.
→ Liongard tip: Run a Liongard Report of the most important datapoints you want to highlight to create a snapshot decision-makers can easily understand and refer to.
❏ Service ticket review — Review how your team has handled the volume of tickets coming in.
→ Liongard tip: Have a huge outlier for time to resolution and can’t remember what happened? Use Liongard’s timeline feature to go backwards in time and see what happened.
❏ Service Level Agreement (SLA) review — Compare the service you agreed to provide to the actual service you provided over the last quarter, highlighting higher performance levels or discussing issues or disputes.
→ Liongard tip: Liongard’s automation will help you address problems before they become big issues and our unified visibility will empower your team to resolve issues faster and improve your SLA performance.
❏ Technical review — This is where you really show your MSP’s value, discussing what you’ve done to “earn your keep,” including major issues you’ve thwarted or problems you’ve solved for your customer.
→ Liongard tip: You have the data from Liongard’s Inspectors, so use it here; but explain the real-world effects of your services and actions in a way that non-technical attendees can understand.
❏ Endpoint management review — What has your MSP done to ensure endpoint devices remain secure and up to date? Your customer probably doesn’t know (especially if you’re doing it well), so now’s the time to share details.
→ Liongard tip: Viewing endpoint data is a cinch in Liongard. Simply select the environment, then the Inspector for your RMM and the data you want to see and run the report. You can even make templates to use across all customers to save even more time.
❏ Network security and management — With security more top-of-mind than ever, your customers want to know exactly what you’re doing to manage and protect their networks from security breaches.
→ Liongard tip: Setting Actionable Alerts helps catch security concerns before they become fires. Just choose the data point, set the parameters, apply it across customers, and your team will be notified when any deviation from your standards is detected, creating a ticket in your PSA automatically and adding a little extra peace of mind.
❏ Looking ahead — A QBR shouldn’t be the first time your customer hears about an issue, so this is the time to start discussing solutions and options—including projects currently underway—along with related budgetary and timeline details.
→ Liongard tip: The data you’ve provided in the QBR eliminates the need for a ‘hard sell,’ so focus on how proposed projects or services will ultimately help the customer grow and bring them a return on their investment.
Reframing the QBR
As you continue utilizing data and facts to back up your recommendations, your customers will trust you more and more as their IT Trusted Advisor who has their best interests at heart. While increasing MRR is a natural side effect of solid QBRs, the focus should come back to: “What’s best for my customer?” A holistic view of customer systems, accessible in one central location via Liongard, makes it much easier to find and communicate the answers to that question.
Book a demo today to get an in-depth look at how Liongard’s streamlined reporting and automation can enhance your QBRs and strengthen your customer relationships.