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Metrics that Matter: New Autotask Performance Dashboards

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What if you could instantly see every aspect of your service desk operation at a glance? - What if you knew exactly where the bottlenecks were, down to the exact days of the week and types of …

What if you could instantly see every aspect of your service desk operation at a glance? - What if you knew exactly where the bottlenecks were, down to the exact days of the week and types of services? - What if you could assess your sales pipeline the same way and fine tune your sales performance at the staff and opportunity level? - What if you knew at a glance exactly which products, services and clients are your most profitable – and could adjust your offerings accordingly? Your data is only as good as your ability to take action, improve productivity and profitability, and demonstrate your impact to your clients.

This special session will demonstrate a new suite of performance management and reporting dashboards that let you visualize your business data. See how you can instantly drill into your core metrics for the insight you need to refine and improve your service delivery, build more predictable revenue streams and increase your profitability.

[Presenter: Tom Teta, Autotask]

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  • 1. Metrics that Matter: Autotask Performance Dashboards Tom Teta Manager of Services - International
  • 2. Tom Teta Manager of Services - International  Managing International Sales Engineering and Implementation  6.5 years at Autotask with Sales Engineering and Client Services
  • 3. Agenda       Introduction to Performance Dashboards Fine Tuning Metrics that Matter How to Exclude Data Configuring Trending Data Linking to PowerPoint Mobility
  • 4. Introduction to Performance Dashboards
  • 5. Performance Dashboards with Analytics with Analytics
  • 6. Microsoft BI Suite  Highest Rated  Familiar  IT-Oriented
  • 7. Performance Dashboards Demo
  • 8. Agenda  Introduction to Performance Dashboards  Fine Tuning Metrics that Matter
  • 9. Fine Tuning Metrics that Matter This Week 2 Wks Ago 5/12/2013 Opening Balance Backlog Over 30 days Tickets Opened Tickets Completed Added to Backlog % of First Response Met Avg Elapsed Time to Respond % of Resolution Met Avg Elapsed Time to Resolve Avg Survey Score Last Week 5/5/2013 4/28/2013 428 108 556 534 22 99% 1.0 83% 5.7 4.6 300 100 599 471 128 97% 1.3 80% 5.2 4.7 220 96 589 509 80 98% 0.9 85% 6.1 4.5 10 Week Trend 10 Week Target Met Plan < 220 < 110 < 600 > 400 < 100 > 0.9 < 1.5 > 0.8 <6 > 4.5
  • 10. Agenda  Introduction to Performance Dashboards  Fine Tuning Metrics that Matter  How to Exclude Data
  • 11. How to Exclude Data  Our Service workbooks include all active tickets in the last 10 weeks…. You may want to exclude tickets not related to the help desk: queues of recurring tickets, ticket type of sales, etc
  • 12. How to Exclude Data with Advanced Where Clause
  • 13. How to Exclude Data with Advanced Where Clause
  • 14. Agenda     Introduction to Performance Dashboards Fine Tuning Metrics that Matter How to Exclude Data Configuring Trending Data
  • 15. Configurable: Ways to Filter Tickets
  • 16. Configuring your Trending Data
  • 17. Agenda      Introduction to Performance Dashboards Fine Tuning Metrics that Matter How to Exclude Data Configuring Trending Data Linking to PowerPoint
  • 18. Linking to PowerPoint This Week Opening Balance Backlog Over 30 days Tickets Opened Tickets Completed Added to Backlog % of First Response Met Avg Elapsed Time to Respond % of Resolution Met Avg Elapsed Time to Resolve Avg Survey Score Last Week 2 Wks Ago 5/12/2013 5/5/2013 4/28/2013 428 108 556 534 22 99% 1.0 83% 5.7 4.6 300 100 599 471 128 97% 1.3 80% 5.2 4.7 220 96 589 509 80 98% 0.9 85% 6.1 4.5 10 Week Trend 10 Week Target Met Plan < 220 < 110 < 600 > 400 < 100 > 0.9 < 1.5 > 0.8 <6 > 4.5
  • 19. Agenda       Introduction to Performance Dashboards Fine Tuning Metrics that Matter How to Exclude Data Configuring Trending Data Linking to PowerPoint Mobility
  • 20. Mobility  Access workbooks from your tablet  Workbooks on Skydrive, Sharepoint or Office 365 are accessible via Excel Web App
  • 21. Sales Service Desk Client Facing Service Report Finance Projects

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