Loading…
7
My MSP client's ticket pile dropped from 140 a month to 22 because we killed one report
We took over a 40 seat logistics client in Dallas back in March. Their old provider sent a 30 page monthly report that nobody read, so the owner never saw that backups were failing on 6 of their servers. We swapped it for a one page sheet with just 4 numbers and an alert email, and within 90 days their open tickets went from 140 a month down to 22. Same techs, same tools, only the reporting changed. How are you all handling monthly reports for clients who never open the PDF?
1 comments
Log in to join the discussion
Log In1 Comment
christopher_henderson2h ago
Wow, 140 to 22 from just a report change? Sounds like the techs were already fixing stuff and the old report just hid it, so I'd want to see what those tickets actually were before blaming the PDF.
1