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Autotask eBook: Getting From Data to Decisions
 

Autotask eBook: Getting From Data to Decisions

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How successful IT Solution Providers can eliminate guesswork and focus on growth initiatives.

How successful IT Solution Providers can eliminate guesswork and focus on growth initiatives.

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    Autotask eBook: Getting From Data to Decisions Autotask eBook: Getting From Data to Decisions Presentation Transcript

    • CONCLUSION Getting From Data to Decisions How successful IT Solution Providers can eliminate guesswork and focus on growth initiatives. ®
    • IMPORTANCE OF METRICS HARNESSING YOUR DATA WHAT TO MEASURE THE IMPORTANCE OF METRICS OPERATIONAL VS. PERFORMANCE METRICS MAXIMIZING THE IMPACT Data access and visibility are the keys to understanding why your business is performing a certain way and to making better decisions that will improve your operations and maximize your financial health. Every year, thousands of IT Service Providers (ITSPs) enter In its February 2013 IT Service Provider Benchmarking the market, and every year about 10% of them fail. Often, Study, Decision Tree Labs found a strong correlation they lack the tools to effectively manage their operations or between the use of automated systems by IT Solution the insight to plan for and achieve success. Providers (ITSPs) to capture business data and enable fact-based decision-making, and those with a more To thrive in today’s competitive economy, it’s not enough accurate understanding of overall firm performance, market to simply know whether or not your firm is profitable. Your opportunities and trends. CFO needs to understand which clients and contracts are most profitable. Your service desk manager needs to have Taking advantage of real-time visibility into the metrics and the insight to best manage staff schedules and maximize trends that affect your business takes discipline, but the ROI employee utilization. The point is, there are dozens of can be dramatic. internal and external factors affecting your success every day. 2 ROI OF FACT-BASED DECISIONS CONCLUSION Increasingly, bestin-class providers actively capture KPIs to make more accurate decisions, meet internal utilization goals, and achieve business growth.
    • IMPORTANCE OF METRICS HARNESSING YOUR DATA WHAT TO MEASURE Harnessing Your Data OPERATIONAL VS. PERFORMANCE METRICS MAXIMIZING THE IMPACT ROI OF FACT-BASED DECISIONS visibility you need. Many ITSPs are finding that integrated IT business management platforms with built-in dashboards and reporting tools make the process easier. Such platforms automatically aggregate all of your data into a single system, making it much easier to compile, visualize and use. Every day your organization creates hundreds, even thousands, of new data points from dozens of sources including new tickets created, hours spent servicing each client, closed sales opportunities, completed invoices and many more. Some ITSPs use a variety of stand-alone applications that silo their data in disparate places within the firm. An integrated IT business management platform will help you streamline and automate your processes and ensure the data you need is in one place. The challenge in both cases is making the data accessible and usable. Stand-alone commercial business intelligence (BI) and data Establishing target performance metrics based on past performance (see far right column) allows you to understand performance capacities, trends and areas for improvement. mining applications can be configured to sit “on top” of your systems to help you compile and make sense of your data. However, they may require significant investment in time to align your systems and create the type of reports and 3 CONCLUSION
    • IMPORTANCE OF METRICS HARNESSING YOUR DATA WHAT TO MEASURE What to Measure OPERATIONAL VS. PERFORMANCE METRICS ROI OF FACT-BASED DECISIONS MAXIMIZING THE IMPACT Look carefully at the metrics that are the most important to your business. • Percentage of employee hours billed • Billable hourly rates of various employees • Average ticket completion time Every ITSP is unique, with different clients, services, • Performance by ticket type and priority revenue models and local market conditions. As you begin • Service level agreement response and to harness the power of your own metrics, look carefully at CONCLUSION resolution times those that are most important to your business — especially where improvements can be made to deliver greater Tracking these metrics will make it easier to understand your efficiency or profitability. The following areas are common trends, balance employee workloads, staff your organization to most ITSPs and the principles can be extended to the appropriately, better manage deployments, and make sure specific metrics that affect your business. the right employees are working on the right tickets and tasks. This is where you fine tune your service delivery Workforce Efficiency operations and optimize your day-to-day staff management. Your stock-in-trade is the talent and time of your staff including engineers, technicians, system integrators and consultants. To get the most from these limited resources you need to optimize their utilization, ensure the right people are working on the right tasks, and capture all of their billable hours. That means being able to view and assess a variety of operational and performance metrics against your At-a-glance visibility into key performance indicators and trends makes it easier to quickly spot issues that may need to be addressed. target goals, including: 4
    • IMPORTANCE OF METRICS HARNESSING YOUR DATA WHAT TO MEASURE Customer Service and Satisfaction The IT Service Provider Benchmarking Study found 85% of respondents ranked customer satisfaction as important to the health of their businesses, yet only 10% measure it. This is a troubling disconnect — especially when so many OPERATIONAL VS. PERFORMANCE METRICS MAXIMIZING THE IMPACT Visibility into your customer feedback can reveal service delivery problems that need to be addressed in a timely manner, and will ultimately lead to improved customer satisfaction, greater value proposition, and higher contract renewal rates. In other words, by actively monitoring your metrics for issues and correcting them quickly, you can stabilize your business and ensure long-term client renewal rates. tools are available to help you capture and react to input from your clients. Customer satisfaction data can be captured in a number of different ways — from daily interactions with staff and tracking call center data, to formal surveys and other Achieve methods. Some indicators of client satisfaction include: • Contract renewal rates • Post-service survey results • Change in number of client tickets or service calls 71% Of companies using a business management system submitted over time • Change in the priority of tickets or service calls initiated by clients • Client satisfaction benchmarks against peers 5 90% Annual contract renewal rates ROI OF FACT-BASED DECISIONS CONCLUSION Visibility into your customer feedback can reveal service delivery problems that need to be addressed in a timely manner.
    • IMPORTANCE OF METRICS HARNESSING YOUR DATA WHAT TO MEASURE Cash Flow, Revenue and Profitability Few data points are as important as your financial metrics. You need to know exactly what resources it takes to support OPERATIONAL VS. PERFORMANCE METRICS MAXIMIZING THE IMPACT • Which services are most profitable and which have the highest costs? • Where are your revenue shifts over time? For example, has your firm moved from one-time projects to managed services? • Is your sales team closing more or bigger contracts? your clients and deliver your products and services now and in the future, and you need to know at a glance where you Being able to manage your current business is critical, but are making money and where you are losing it. to ensure cash flow and plan for the future, you must have insight into your sales and revenue opportunities. Without Remember: This is the core of your business and if your that, you can’t price your services profitably and protect sales pipeline isn’t flowing and your services aren’t your margins. Such visibility is critical to the future health of profitable, the future of your business is at risk. Pay special your business. attention to the following: • Which clients are most profitable? • Which clients are least profitable? • Which contract types provide the best revenue and profit margins over time? 6 ROI OF FACT-BASED DECISIONS CONCLUSION If your sales pipeline isn’t flowing and your services aren’t profitable, the future of your business is at risk.
    • IMPORTANCE OF METRICS HARNESSING YOUR DATA WHAT TO MEASURE OPERATIONAL VS. PERFORMANCE METRICS MAXIMIZING THE IMPACT ROI OF FACT-BASED DECISIONS CONCLUSION Operational vs. Performance Metrics Operational Metrics help you understand Performance Metrics help you see trends, what’s happening right now to better manage predict the future and set goals to actively your day-to-day functions. Some of these data manage your operations, by compiling points include: and displaying data over time. Examples include: • Number of tickets added this morning • Current project status and tasks Performance Metrics compile and track changes in key performance indicators over time — allowing you to spot and act on trends more quickly. in progress • Changes in ticket backlog over a week, a month or a quarter • Changes in client survey results • Open and closed sales opportunities • Changes in employee utilization • Current employee workload • Changes in sales productivity and availability • Clients that need a reply within the next four hours 7 and revenue • Changes in profitability by client, by contract, or service type
    • IMPORTANCE OF METRICS HARNESSING YOUR DATA WHAT TO MEASURE OPERATIONAL VS. PERFORMANCE METRICS MAXIMIZING THE IMPACT ROI OF FACT-BASED DECISIONS CONCLUSION Maximizing the Impact Two things are critical to ensuring you get the most out of your business data: 1. The data entry interface must be intuitive and userfriendly for employees. 2. The data must be easily accessible, easily parsed and easily understood. Today’s best-in-class business management platforms will provide robust reporting and dashboard features that make it easy to view and analyze your data quickly. Metrics and trends — from individual employee utilization to overall Integrated IT business management platforms that include operational and performance dashboards provide easy access to the metrics and trends that affect your business. firm profitability — are instantly accessible, and you can drill down from summary and aggregate information to a granular level with a few clicks. 8
    • IMPORTANCE OF METRICS HARNESSING YOUR DATA WHAT TO MEASURE The ROI of Fact-Based Decision Making With real-time access to your critical metrics and trends, you will immediately begin to see your businesses differently. Suddenly, the most profitable customers and service offerings will be clear. You’ll have real insight into the bottlenecks and challenges that affect your employees and their time. Customer demand and sales trends will expose new market and service opportunities that might have been OPERATIONAL VS. PERFORMANCE METRICS MAXIMIZING THE IMPACT • Increased employee utilization and effectiveness • More consistent service delivery and higher client satisfaction • Greater cost control and more accurate allocation • Shorter sales cycles and more reliable revenue projections Adopting a data-driven approach to managing your organization can fast-track your growth. When you add business intelligence tools, like integrated dashboards to instantly access and analyze critical operational and performance data, you also introduce a new level of employee and managerial accountability, and data-driven decision-making will become the norm. overlooked. Other bottom-line benefits include: 9 ROI OF FACT-BASED DECISIONS CONCLUSION Adding business intelligence tools like integrated dashboards introduces a new level of employee and managerial accountability.
    • IMPORTANCE OF METRICS WHAT TO MEASURE HARNESSING YOUR DATA ® OPERATIONAL VS. PERFORMANCE METRICS MAXIMIZING THE IMPACT ROI OF FACT-BASED DECISIONS About Autotask www.autotask.com Autotask Corporation provides the world’s leading hosted IT business management software to streamline and optimize business sales@autotask.com processes for technology solution providers. The software integrates a broad range of critical business systems, including customer Telephone +1 518 720 3500 relationship management (CRM), service desk, tech scheduling, project management, billing and reporting and provides real-time service delivery intelligence to help users understand the factors that drive their business and their profitability. Autotask is accessible from virtually any computing or mobile device connected to the Internet and features a world-class API that seamlessly integrates with the other systems and tools that providers rely on to run their businesses. Learn more at autotask.com. Performance Dashboards with Autotask Autotask Performance Dashboards are powerful business and service intelligence tools that give you instant insight into the critical business data, metrics and trends that affect your service delivery, sales opportunities and profitability. To find out more about how Autotask helps IT service providers use their data and automation to increase efficiency, productivity and profitability through continual customer service improvement, please contact sales@autotask.com. If you already use Autotask software to manage your technology solutions business and would like a demonstration of Autotask Performance Dashboards using your own data, please call +1 518 720 3500 Ext. 1 or visit www.autotask.com. 10 CONCLUSION