How to choose and use templates from the Quickstarter Packs
If you added the Client Meeting Quickstarter Solution Set before April 21, 2020 then please follow the link to update your project library with the added resources.
So you'd like to get set up and running quickly with your QBRs to generate client engagement and opportunities with Project Roadmaps?
The vast amount of selection of report templates, widgets and software functions can be overwhelming when you start. We put together a quick guide to let you choose not only the templates but the best approach and software functions as well.
Not all QBRs are created equal. Each MSP has their own way to interact with clients based on their current situation.
To choose the right template for your QBR you must first assess your current situation to determine the best course of action.
1. Complexity Scale
You should decide whether you have small, medium or high complexity in regards to QBRs.
We often see MSPs develop the wrong type of QBR process for their current complexity. When considering the complexity of your report, keep in mind how many people will be reviewing it and what roles they fulfill at your clients' offices. This will help you tailor the content to the appropriate audience for maximum relevant value.
Average Client Size
- Large client 75+ seats (high)
- Mid size client 25-75 seats (medium)
- Small client 25- seats (low)
The larger your clients are the more complex their business and IT environments can be. This requires assembling more complex reports delivered to different stakeholders.
Your Team Size:
- A Team delivers QBRs (high)
- A single Account Manager or vCIO delivers (medium)
- The MSP Owner delivers (low)
The bigger your team is the more communication, alignment and internal documentation is needed to stay productive.
- Business Focus and Technical focus with multiple stakeholders (high)
- Mostly Business Focus with Executives (medium)
- Mostly Office Managers or IT Coordinators (low)
The more people involved through the QBR process the more alignment, communication and documentation is needed to get ideas and approvals across.
Decide the Complexity: High / Medium / Low
Considering your answers decide whether you need a Small / Medium or High Complexity approach.
2. Effort Scale
You should decide how much time you would like to allocate on the development and the maintenance of the QBRs. This helps to make sure that the process is going to be developed and then maintained.
We have seen small less mature MSPs trying to jump too big in the maturity scale and then either not be able to develop the process they wanted or unequipped to sustain the QBRs.
Time for learning and implementation
- Less than 3 hours of initial implementation time (low effort)
- 3-7 hours of initial development time (medium effort)
- 7-10 hours of initial development time (high effort)
While it is possible to edit and customize the templates, we recommend you start by using the templates as provided. Once you've learned the basics, then, if you have the time and or resources, spend time on customization.
Preparing a client report:
- Less than 30 minutes per QBR (low effort)
- 1 hour per QBR (medium effort)
- Up to 2 hours per QBR (high effort)
Maturity of the current processes:
- You have a current process in place with automation (low effort)
- You have a process but need better automation (medium effort)
- You do not have a current process / best practice (high effort)
Decide on the Effort: High / Medium / Low
Based on your answers decide whether you have a Small, Medium or High Effort approach.
Suggested QBR Templates and Approach
Based on the Complexity / Effort scales, choose which template you'd like to start with.
The reports mentioned are additive, so you can start with a simpler approach then gradually add more components making your report more mature. You will not have to recreate existing reports as they can be updated as you go.
|Features Included in the Template||Basic||Advanced||Expert|
|How to use the template||X||X||X|
|How to use the report tool||X||X||X|
|Change Log Checklist||-||X||X|
|Quarterly Business Review|
|Strategy and Directions|
|Strategy Business Overview||-||X||X|
|Technology Health: Overview||X||X||X|
|Technology Health: Categories||X||X||X|
|Technology Project Details||X||X||X|
|Technology Health: Detailed Assessment||X||X||X|
|Technology Operations Tasks||-||-||X|
|Technology Operations Scorecard||-||-||X|
|Technology Operations Monthly Call Notes||-||-||X|
|Technology Operations Ticket Board||-||X||X|
|Technology Operations Critical Systems||-||X||X|
|Technology Operations Warranty Report||-||X||X|
|Technology Services Customer Satisfaction||-||X||X|
|Technology Services Reviews||-||-||X|
|Technology Services Team Scorecard||-||-||X|
|Technology Services Master Service Agreement||-||-||X|
|Technology Services Selector||-||-||X|
|Client Engagement Roles Explainer||-||X||X|
|Next QBR Scheduler||-||-||X|
|Cost of Downtime Calculator||-||-||X|
|Office Productivity Calculator||-||-||X|
|Return on Investment Calculator||-||-||X|
If the effort is medium or low and the complexity is medium or low we suggest you use the Basic QBR.
The process uses a simple IT Infrastructure Audit with a generic MSP IT Infrastructure Health Assessment. It helps to quickly assess a client, prepare the report, farm projects and handle all tactical elements ad-hoc.
- Simple and ideal for ad-hoc meetings
- Very quick adoption time (2-3 hours)
- Great for technical related conversations
- Can be done irregularly once or twice a year
- Farming projects to a roadmap
- Very quick preparation time (~30 minute)
If the both the effort and the complexity sit in the middle we suggest the QBR report template and simply removing or hiding most of the widgets.
The process uses more content widgets to make recurring meetings possible such as meeting agenda, executive overview, what's new, technology landscape and widgets with embedded technology reports such as Brightgauge.
This can leverage the tool's Snapshot feature to show progress over time.
- Add a regular cadence
- Clarity on progress and value
- Accountability with logging the meetings
Expert QBR Approach
If your team is large and your clients are demanding or you are offering this process as a part of a paid engagement we suggest to go all-in. The modular report builder is going to give you many options and functions to use. Again, you can start small and add functions along the way.
Scorecards can be used for getting insights from internal resources, users or their executive team through simple questionnaires and pushed into scorecards.
Service Review widget is a way that you can associate service bundles to your clients and review the offered services one-by-one. This is a great way to officially review your services with high maturity and demanding clients.
- Very versatile approach for handling very complex use cases
- Can be branded to your organization for use as an internal report (for internal IT teams)
- High level of PSA integrations allows you to develop very efficient workflows
- The report can be version controlled by an admin and lower permission users can only complete reports
- Combining with the Client Engagement Software overall Client Engagement Scores can be generated
As always if you have any questions please let us know in the chat!