Examples on what sync 365 improves:

1. Customer Satisfaction Metrics

• Customer Satisfaction Score (CSAT): Measures client happiness through feedback surveys.
• Net Promoter Score (NPS): Indicates customer loyalty and likelihood of referral.
• Customer Retention Rate: Percentage of clients retained over a set period.
• Client Churn Rate: Tracks the percentage of clients lost during a specific timeframe.

2. Service Quality and Performance Metrics

• First Contact Resolution (FCR): Percentage of issues resolved on the first interaction.
• Average Resolution Time: Average time taken to resolve customer tickets.
• Service Level Agreement (SLA) Compliance: Percentage of tickets resolved within SLA limits.
• Response Time: Average time taken to respond to incoming service requests.
• System Uptime/Downtime: Tracks service availability and reliability over time.

3. Financial Metrics

• Monthly Recurring Revenue (MRR): Predictable monthly revenue from contracts.
• Revenue per User (RPU): Average revenue earned per customer.
• Customer Acquisition Cost (CAC): The cost to acquire each new customer.
• Lifetime Value (LTV): Estimated total revenue from a customer over their relationship with the MSP.
• Gross and Net Profit Margins: Measures profitability, factoring in operating costs.

4. Operational Efficiency Metrics

• Utilization Rate: The percentage of available technician hours that are billable.
• Ticket Volume and Backlog: Tracks the number of open, pending, and resolved tickets.
• Technician Efficiency: Measured as time spent on tasks versus time billed.
• On-Time Project Completion: Percentage of projects completed on or before the deadline.
• Mean Time to Repair (MTTR): Average time taken to restore normal operations after an incident.

5. Growth and Sales Metrics

• Sales Pipeline Conversion Rate: Percentage of leads that convert into paying customers.
• Contract Renewal Rate: Tracks the number of existing customers renewing contracts.
• Cross-Sell/Up-Sell Rate: Measures the success rate of selling additional services to existing clients.
• Expansion Revenue: Revenue growth from existing clients due to increased service adoption or upgrades.

Sample Tools Used by MSPs for Scorecards

Many MSPs use platforms like ConnectWise, Kaseya, or Datto for tracking and reporting metrics. These tools often include pre-built KPI dashboards for live tracking and visualization, allowing MSPs to set benchmarks, monitor real-time data, and generate insights into areas needing improvement.

By focusing on these key metrics, MSPs can track their success, ensure client satisfaction, and maintain operational efficiency. This scorecard also provides a data-driven foundation for future business decisions and growth strategies.