When running a managed service provider business, you’ll have a lot of balls to juggle. Much of the work you’ll do on behalf of your clients is highly technical and requires a deep level of expertise. But your clients may not have the time, knowledge, or inclination to get to grips with the jargon. Conversely, you may report to a CIO who wants highly in-depth information. That’s where the right MSP report comes into play
Depending on who you’re reporting to in your client’s organization and the purpose of your client communications, the best managed service provider report is one that delivers the most impactful information at the right time.
What is an MSP report?
An MSP report is a compilation of data that provides insights into the work you perform as a managed IT service provider for your client. Most MSPs will regularly generate and send reports to clients containing a range of information, metrics, and insights. They might also be referred to as client reports or health check reports.
In general, an MSP report may contain information pertaining to:
- The health of your client’s overall infrastructure
- Network and system performance
- Any bugs or security threats that were dealt with within a given time period
- Updates on previously agreed upon performance metrics or SLAs
- Potential areas for improvement
- Recommended infrastructure investments and improvements in the near future
Benefits of creating and sending MSP reports
Builds trust in your working relationships with clients
In a remote working relationship, MSP reports provide an opportunity for you to schedule client calls and provide hard-and-fast data that proves ROI. Even if regular virtual or in-person touchpoints with your clients are not possible, a well-structured report helps to overcome this and continue to build trust through proven results.
Educates the client on your ongoing value
Whenever your client is examining their monthly or annual outgoings, your services might represent a hefty chunk of their budget. So it’s essential to continuously validate the money they spend on your contract. Without clearly defined KPIs and trackable, understandable metrics in front of them on a regular basis, your client may forget why they are paying you so well and start to believe they don’t need your services at all.
MSP reports ensure that the detailed work you do is properly represented to the client. Well-built client reports also verify your MSP value proposition, whether it’s through the management and prevention of costly security threats or the optimization of their infrastructure or tech stacks.
Types of MSP reports
When creating your MSP reports, it’s important to consider who will be viewing the report and what you want them to take from it.
Client reporting can vary greatly depending on which client will receive them. Consider the position of the person who will be viewing the report. What will they understand and what will they care about?
Client MSP reports typically document the strategy, expertise, and work that you devote to them on an ongoing basis. They can be sent monthly, quarterly, annually, or a combination of all three.
Patch reports are an example of the kind of insights you can include in your MSP reporting. They outline open issues, resolved issues, and any upgrades or enhancements made. Another example is assessment reports that include active users, added and removed users, and usage metrics.
Regardless of how detailed your reports or how often you choose to send them, they should outline:
- Performance according to KPIs and agreed-upon metrics
- Software inventory and performance
- Network assessment
- Recommended upgrades
For some of your clients, you may be reporting to a CIO or a business owner. These types of reports require much more strategic information. You’ll likely send these less frequently than standard client reports and schedule meetings around them to discuss the reports and proposed strategies with your client.
CIO reports often include long-term plans and strategies—anywhere from one to three years into the future. They should show that you understand your client’s objectives and outline how you will support them in these goals.
These types of reports can cover:
- Opportunities to streamline and optimize the infrastructure and technology stack
- Consolidation opportunities to save costs
- Old or redundant systems that can be retired
- Compliance-related issues and how they will be addressed
- Identification of opportunities for improvement to operational efficiency
Many MSPs utilize software to generate detailed MSP reports outlining cost and efficiency savings for their clients. But it’s also important to look inwards and see how you can increase the efficiency of your own operations.
Goolash tracks the licenses that were added or removed from your client tenants and sends you a regular report. Based on these changes Goolash syncs your customer licensing information with Autotask PA so you can spend less time on billing admin and more time on growing your business. Try it for yourself with our free trial!