In talking with hundreds of MSPs, we are often asked, what data points deliver value to my customer in a QBR? MSPs have lots of data but distilling that down to a consumable business review for a client can seem pretty daunting. It follows the mantra: data rich, information poor. Finding a way to turn all of the data in HaloPSA and your documentation platform and myriad of spreadsheets into insights turns your QBRs into strategic conversations. And strategic conversations turn the relationship with the MSP and their clients into a true partnership. And that is better business for everyone.
Individual data points about a client’s device, infrastructure, system are critical elements tracked in Halo. It helps with problem identification and troubleshooting. Fact.
When those facts or data points are organized, they can become information. And when that information provides insights it allows you and the client to take action and make strategic decisions. What should those insights look like? Take a look at the sample Strategic Business Review (because we dislike the name QBR too) Agenda template below.
If this looks familiar to you, it’s likely because you’ve read Traction. This agenda template borrows heavily from the L10 meeting agenda and helps you deliver actionable insights that deliver value to your customers… but don’t just steal this and put your name on it. Customize it to make it match the message you are delivering at your business review. Remove the data that adds little to no value for your customer, and add back data that your customer should see and act upon.
** What NOT to include…
Before we dig into the data that has value to your clients, let’s talk about the data that causes your client’s eyes to glaze over or their attention span to vanish. At some point, someone in the channel told MSPs that you need to have QBRs to justify your existence. You need to show them how many tickets you closed with automation, and how their defensive technologies are blocking malware, spam, and attacks. Stop! No, seriously, just stop. Your customers assume you are doing these things – they are expected, permission to play items.
As with the permission to play items above, you should also leave out anything that could be a ticket, email, or a quick phone call with your point of contact. Strategic Business Reviews done right really raise the level of client engagement and will bring multiple people to the room. When you have the CEO, CFO, department managers, board members, and other members of the leadership team all in the room, you have to raise the output proportionally to the input required from your customer. Alex, one of the founders of Lifecycle Insights, likes to call this the $800 room.
At his MSP, one of his clients brought so many people to the QBR that Alex guessed it cost that company $800/hr to attend the meeting. This led him to re-evaluate the data he was presenting to ensure that he was delivering $800/hr in value!
*** Make it about the client (Client Updates and Changes)
Check in (5 min – vCIO)
Relevant Action Items (5 min)
Carry-over Action Items from last SBR (if any)
Recent Project Status Update (5 min)
Client Updates & Changes (15 min)
● What is changing with the client in the next 18 months?
● What is changing in the client’s industry? Commoditization? Growth? New Technology?
● Is their business growing or shrinking?
▪ Are they adding employees?
▪ New Technology?
● Environment at a Glance
▪ Asset Report
▪ User Report (If necessary)
▪ Office 365 Overview Review (if necessary)
▪ Documentation Review (do we need anything from them to update/improve our documentation?)
Review of Exposure and Risk (45 min):
● Review Latest Risk Assessment
● Review Known Assets for:
▪ Security Upgrades (out of date OS or vendor EOL)
▪ Lifecycle Upgrades
● Present/Review Budget and Proposed Projects
Issues list: Identify, Discuss, Solve (30 min)
Wrap up (5 min):
Schedule next QBR
Document new action items (to become tickets)
Curious how to automate a large portion of your QBR reporting? Check out https://lifecycleinsights.io – With their integration to HaloPSA, you get easy to read reporting to help sell to Execs not Techs and provide that strategic value your clients are happy to pay for.
Guest blogger: Alex Farling, co-founder of Lifecycle Insights, owned his MSP for 16.5 years. He was frustrated with having to “cobble together” data from his PSA, spreadsheets, and other platforms in order to build a truly Quality Business Review (QBR). This led to the vision for Lifecycle Insights. When he isn’t helping MSPs in their Lifecycling, he can be found on a volleyball court or being walked by his active puppy, Thor.