Posts

Example of a Monthly Support and Maintenance Sales for a Technology Company

What is a Monthly Support and Maintenance Sales Report?

Monthly support and maintenance sales reports are considered recurring revenue analysis tools and are used by CFOs, sales and support managers to analyze support subscription and maintenance revenues for any given period. Some of the main functionality in this type of report is that it displays KPIs and charts as a summary on top of the report with detailed transactions and aggregate totals at the bottom. KPIs include: Subscribed customers for maintenance, renewal customers for maintenance, subscribed customers for support services, and renewal customers for support services, as well as the total monthly quantity and sales amount. The detailed section of the report shows quantity and sales amount by product, by organization (e.g. reseller or customer) and region. You find an example of this type of report below.

Purpose of Support Subscription and Maintenance Sales Reports

Technology companies use Support Subscription and Maintenance Sales Reports to give managers a clear picture of revenue streams from new and renewal sales for support and maintenance. When used as part of good business practices in Accounting and Support departments, a company can improve its revenues and customer retention strategies, and it can reduce the chances that churn unexpectedly grows because managers lacks information.

Example of a Support Subscription and Maintenance Sales Report

Here is an example of a Monthly Support and Maintenance Sales Report with KPIs and transactional details.

Example of a Monthly Support and Maintenance Sales for a Technology Company

Example of a Monthly Support and Maintenance Sales for a Technology Company

You can find hundreds of additional examples here

Who Uses This Type of Report?

The typical users of this type of report are: CFOs, analysts, accountants, support managers, sales managers, subscription renewal managers.

Other Reports Often Used in Conjunction with Support Subscription  and Maintenance Sales Reports

Progressive Accounting and Support departments sometimes use several different Support Subscription  and Maintenance Sales Reports, along with ARR and MRR reports, churn reports, detailed transactional support and maintenance reports, subscription renewal reports, subscription revenue dashboards, sales forecast and other management and control tools.

Where Does the Data for Analysis Originate From?

The Actual (historical transactions) data typically comes from enterprise resource planning (ERP) systems like: Microsoft Dynamics 365 (D365) Finance, Microsoft Dynamics 365 Business Central (D365 BC), Microsoft Dynamics AX, Microsoft Dynamics NAV, Microsoft Dynamics GP, Microsoft Dynamics SL, Sage Intacct, Sage 100, Sage 300, Sage 500, Sage X3, SAP Business One, SAP ByDesign, Acumatica, Netsuite and others.

In analyses where budgets or forecasts are used, the planning data most often originates from in-house Excel spreadsheet models or from professional corporate performance management (CPM/EPM) solutions.

What Tools are Typically used for Reporting, Planning and Dashboards?

Examples of business software used with the data and ERPs mentioned above are:

  • Native ERP report writers and query tools
  • Spreadsheets (for example Microsoft Excel)
  • Corporate Performance Management (CPM) tools (for example Solver)
  • Dashboards (for example Microsoft Power BI and Tableau)

Corporate Performance Management (CPM) Cloud Solutions and More Examples

Example of a Helpdesk Trend Report for a Technology Company

What is a Helpdesk Support Trend Report?

Support type trend reports are considered helpdesk analysis tools and are used by support managers to review monthly metrics in case volume. Some of the main functionality in this type of report is that it dynamically displays monthly case statistics up to the current period. The report shows a trend chart on the top, and then summary statistics for the following support types: 1) Remote support, 2) Technical support, and 3) Telephone support. The detailed rows show the same call type metrics but by helpdesk location. You find an example of this type of report below.

Purpose of Support Type Trend Reports

Technology companies use Support Type Trend Reports to easily analyze monthly trends in support case volume. When used as part of good business practices in helpdesk departments, a company can improve its support processes and automation strategies, and it can reduce the chances that managers don’t have the right information they need for resource planning and cost control.

Example of a Support Type Trend Report

Here is an example of a Support Type Trend Report with monthly statistical metrics.

Example of a Helpdesk Trend Report for a Technology Company

Example of a Helpdesk Trend Report for a Technology Company

You can find hundreds of additional examples here

Who Uses This Type of Report?

The typical users of this type of report are: Helpdesk managers, COOs, support team leads.

Other Reports Often Used in Conjunction with Support Type Trend Reports

Progressive helpdesk departments sometimes use several different Support Type Trend Reports, along with helpdesk dashboards, support ticket reports and other management and control tools.

Where Does the Data for Analysis Originate From?

The Actual (historical transactions) data typically comes from helpdesk systems and enterprise resource planning (ERP) systems like: Microsoft Dynamics 365 (D365) Finance, Microsoft Dynamics 365 Business Central (D365 BC), Microsoft Dynamics AX, Microsoft Dynamics NAV, Microsoft Dynamics GP, Microsoft Dynamics SL, Sage Intacct, Sage 100, Sage 300, Sage 500, Sage X3, SAP Business One, SAP ByDesign, Acumatica, Netsuite and others.

In analyses where budgets or forecasts are used, the planning data most often originates from in-house Excel spreadsheet models or from professional corporate performance management (CPM/EPM) solutions.

What Tools are Typically used for Reporting, Planning and Dashboards?

Examples of business software used with the data and ERPs mentioned above are:

  • Native ERP report writers and query tools
  • Spreadsheets (for example Microsoft Excel)
  • Corporate Performance Management (CPM) tools (for example Solver)
  • Dashboards (for example Microsoft Power BI and Tableau)

Corporate Performance Management (CPM) Cloud Solutions and More Examples

Example of a Helpdesk Service Level Report for a Technology Company

What is a Helpdesk Service Level Report?

Service level reports are considered operational analysis tools and are used by helpdesk managers and COOs to analyze aggregate and detailed call metrics. Some of the main functionality in this type of report is that it shows total KPIs as well as detailed metrics down to the agent, location and company. Response times are automatically color codes in red, yellow and green. The KPIs include: Total incoming calls, Total calls answered within 30 seconds, Total calls answered after 30 seconds, % calls answered in 30 seconds.  The detailed metrics cover the same figures as the KPIs but at a granular level and with sub-totals. You find an example of this type of report below.

Purpose of Service Level Reports

Technology companies use Service Level Reports to give helpdesk managers an easy way to monitor the performance of their teams. When used as part of good business practices in helpdesk departments, a company can improve its helpdesk processes and related customer satisfaction, and it can reduce the chances that outliers and trends are missed in monthly analysis.

Example of a Service Level Report

Here is an example of a Helpdesk Call Performance Report for a technology company.

Example of a Helpdesk Service Level Report for a Technology Company

Example of a Helpdesk Service Level Report for a Technology Company

You can find hundreds of additional examples here

Who Uses This Type of Report?

The typical users of this type of report are: Helpdesk managers, COOs, support team leads.

Other Reports Often Used in Conjunction with Service Level Reports

Progressive helpdesk departments sometimes use several different Service Level Reports, along with helpdesk dashboards, support ticket reports and other management and control tools.

Where Does the Data for Analysis Originate From?

The Actual (historical transactions) data typically comes from support systems and enterprise resource planning (ERP) systems like: Microsoft Dynamics 365 (D365) Finance, Microsoft Dynamics 365 Business Central (D365 BC), Microsoft Dynamics AX, Microsoft Dynamics NAV, Microsoft Dynamics GP, Microsoft Dynamics SL, Sage Intacct, Sage 100, Sage 300, Sage 500, Sage X3, SAP Business One, SAP ByDesign, Acumatica, Netsuite and others.

In analyses where budgets or forecasts are used, the planning data most often originates from in-house Excel spreadsheet models or from professional corporate performance management (CPM/EPM) solutions.

What Tools are Typically used for Reporting, Planning and Dashboards?

Examples of business software used with the data and ERPs mentioned above are:

  • Native ERP report writers and query tools
  • Spreadsheets (for example Microsoft Excel)
  • Corporate Performance Management (CPM) tools (for example Solver)
  • Dashboards (for example Microsoft Power BI and Tableau)

Corporate Performance Management (CPM) Cloud Solutions and More Examples

Customer 360 Degree Analysis Report Example

What is a Customer 360 Degree Analysis Report?

Customer 360 degree reports are considered one of the most important analysis tools in a company and are often used by customer-facing employees and managers to quickly get a complete picture of a specific customer without having to manually assemble data from different systems. Some of the key functionality in this type of dashboard report is that it combines data from the company’s systems that hold customer information. These typically include sales and receivables data from the ERP system, pipeline data from CRM and support data from the helpdesk system. The report is a single page, easy to read format that combines customer metrics with charts for easy analysis. The report is parameter driven and the user can run it for any customer and date range. You find an example of this type of dashboard report below.

Purpose of 360 Degree Customer Reports

Companies and organizations use 360 Degree Customer Reports to speed up decisions by providing employees and managers with a very quick and easy way to see everything going on with a customer. When used as part of good business practices in a customer-facing department, a company can improve its customer-related decisions as well as reduce the chances that revenues are lost because employees make decisions without a complete customer picture.

360 Degree Customer Report Example

Here is an example of a Customer360 report that combines data from multiple data sources.

Customer 360 Degree Analysis Report Example

Customer 360 Degree Analysis Report Example

You can find hundreds of additional examples here

Who Uses This Type of Dashboard report?

The typical users of this type of dashboard report are: Support teams, Sales teams, Managers.

Other Dashboard Reports Often Used in Conjunction with 360 Degree Customer Reports

Progressive customer-facing Departments sometimes use several different 360 Degree Customer Reports, along with sales reports, receivables reports, support reports, customer dashboards and other management and control tools.

Where Does the Data for Analysis Originate From?

The Actual (historical transactions) data typically comes from helpdesk, CRM and enterprise resource planning (ERP) systems like: Microsoft Dynamics 365 (D365) Finance, Microsoft Dynamics 365 Business Central (D365 BC), Microsoft Dynamics AX, Microsoft Dynamics NAV, Microsoft Dynamics GP, Microsoft Dynamics SL, Microsoft Dynamics 365 (CRM), Salesforce, Hubspot, Zendesk, Sage Intacct, Sage 100, Sage 300, Sage 500, Sage X3, SAP Business One, SAP ByDesign, Acumatica, Netsuite and others.

In analyses where budgets or forecasts are used, the planning data most often originates from in-house Excel spreadsheet models or from professional corporate performance management (CPM/EPM) solutions.

What Tools are Typically used for Reporting, Planning and Dashboards?

Examples of business software used with the data and ERPs mentioned above are:

  • Native ERP report writers and query tools
  • Spreadsheets (for example Microsoft Excel)
  • Corporate Performance Management (CPM) tools (for example Solver)
  • Dashboards (for example Microsoft Power BI and Tableau)

Corporate Performance Management (CPM) Cloud Solutions and More Examples

Helpdesk Service Goals and Call Volume Forecast Example

What is a Helpdesk Service Goals and Call Volume Forecast?

Hepdesk Service and Call Volume forecasts are considered planning tools and are often used by helpdesk/support managers to review past productivity per helpdesk agent and use it to forecast future call metrics. Some of the key functionality in this type of planning template is that it provides historical call metrics by support person, both for the prior month and the same month last year. Then the total call volume forecast for next month is entered in the yellow column seen in the example below. Using the drivers entered on the top left side, the model then automatically calculates Abandoned calls, Answered Calls, Spam Calls and Real Calls.. You find an example of this type of planning template below.

Purpose of Helpdesk Service Goals and Call Volume Forecast models

Companies use Helpdesk Service Goals and Call Volume Forecast models to create individual productivity forecasts by support team member. When used as part of good business practices in a Helpdesk department, a company can improve its planning accuracy and enable better staffing strategies as well as reduce the chances that poor individual performance goes undected and that this lowers productivity forecasts without proper analysis.

Helpdesk Service Goals and Call Volume Forecast model Example

Here is an example of a web-based Helpdesk Service Goals and Call Volume Forecast input form.

Helpdesk Service Goals and Call Volume Forecast Example

Helpdesk Service Goals and Call Volume Forecast Example

You can find hundreds of additional examples here

Who Uses This Type of Planning template?

The typical users of this type of planning template are: Helpdesk Managers, Budget Managers.

Other Planning templates Often Used in Conjunction with Helpdesk Service Goals and Call Volume Forecast models

Progressive Helpdesk Departments sometimes use several different Helpdesk Service Goals and Call Volume Forecast models, along with helpdesk dashboards, support ticket reports, expense and revenue budgets/forecasts and other management and control tools.

Where Does the Data for Analysis Originate From?

The Actual (historical transactions) data typically comes from enterprise resource planning (ERP) systems like: Microsoft Dynamics 365 (D365) Finance, Microsoft Dynamics 365 Business Central (D365 BC), Microsoft Dynamics AX, Microsoft Dynamics NAV, Microsoft Dynamics GP, Microsoft Dynamics SL, Sage Intacct, Sage 100, Sage 300, Sage 500, Sage X3, SAP Business One, SAP ByDesign, Acumatica, Netsuite and others.

In analyses where budgets or forecasts are used, the planning data most often originates from in-house Excel spreadsheet models or from professional corporate performance management (CPM/EPM) solutions.

What Tools are Typically used for Reporting, Planning and Dashboards?

Examples of business software used with the data and ERPs mentioned above are:

  • Native ERP report writers and query tools
  • Spreadsheets (for example Microsoft Excel)
  • Corporate Performance Management (CPM) tools (for example Solver)
  • Dashboards (for example Microsoft Power BI and Tableau)

Corporate Performance Management (CPM) Cloud Solutions and More Examples

Example of a Helpdesk Call Analysis Report for a Technology Company

What is a Helpdesk Call Analysis Report?

Call analytics reports are considered operational analysis tools and are often used by helpdesk managers and COOs to determine phone support quantity and efficiency. Some of the key functionality in this type of report is that it compares incoming calls with abandoned calls, real calls and spam calls. In the rows, the report groups company/helpdesk by region which provides useful benchmarking analysis. The pie charts on the top of the report helps with the quantitative and qualititative call comparisons. You find an example of this type of report below.

Purpose of Helpdesk Call Analysis Reports

Companies use Helpdesk Call Analysis Reports to make it easy for managers to quickly compare call statistics across helpdesk locations and by call type. When used as part of good business practices in a support department, a company can improve its helpdesk staff planning and use of technology to optimize the support operations as well as reduce the chances that helpdesk managers lose sight of the big picture related to call statistics and therefore make slower- or sub-optimal decisions.

Helpdesk Call Analysis Report Example

Here is an example of a detailed Call Statistics report for a technology company with multiple helpdesk teams.

Example of a Helpdesk Call Analysis Report for a Technology Company

Example of a Helpdesk Call Analysis Report for a Technology Company

You can find hundreds of additional examples here

Who Uses This Type of Report?

The typical users of this type of report are: Helpdesk managers, COOs, support team leads.

Other Reports Often Used in Conjunction with Helpdesk Call Analysis Reports

Progressive support department Departments sometimes use several different Helpdesk Call Analysis Reports, along with helpdesk dashboards, support ticket reports and other management and control tools.

Where Does the Data for Analysis Originate From?

The Actual (historical transactions) data typically comes from enterprise resource planning (ERP) systems like: Microsoft Dynamics 365 (D365) Finance, Microsoft Dynamics 365 Business Central (D365 BC), Microsoft Dynamics AX, Microsoft Dynamics NAV, Microsoft Dynamics GP, Microsoft Dynamics SL, Sage Intacct, Sage 100, Sage 300, Sage 500, Sage X3, SAP Business One, SAP ByDesign, Acumatica, Netsuite and others.

In analyses where budgets or forecasts are used, the planning data most often originates from in-house Excel spreadsheet models or from professional corporate performance management (CPM/EPM) solutions.

What Tools are Typically used for Reporting, Planning and Dashboards?

Examples of business software used with the data and ERPs mentioned above are:

  • Native ERP report writers and query tools
  • Spreadsheets (for example Microsoft Excel)
  • Corporate Performance Management (CPM) tools (for example Solver)
  • Dashboards (for example Microsoft Power BI and Tableau)

Corporate Performance Management (CPM) Cloud Solutions and More Examples

In this article, we will explore the necessity of training in getting the most ROI on your Cloud Corporate Performance Management and Business Intelligence solutions.

On this blog, we have been discussing the service packages that can come with ownership and management of a cloud Corporate Performance Management (CPM) and/or Business Intelligence (BI) solution – and so far, we’ve explored the importance of support and consulting.  This article will explore the final component – why training?  Wasn’t consulting enough?  Is it an essential part of the experience of owning and mastering the management of your cloud BI or CPM tool?  This article will set out to answer these questions and more about the relevance of training to your daily work within a cloud BI or CPM solution.
Read more

Image taken from Pond5

This article will explore the need for skilled consulting in maximizing your Corporate Performance Management and Business Intelligence solutions.

I recently wrote about the importance of a Support package when it comes to owning and managing a Corporate Performance Management (CPM) and/or Business Intelligence (BI) solution – and how that fits into the context of professional services and training as well.  That article led me to explore more in the area of consulting.  How does an implementation go – with or without consulting?  Why is high quality consulting such an important, if not essential part of getting the most out of your BI and CPM solutions?  This article will discuss the significance of consulting in owning a data analysis and management tool today.
Read more

Image taken from Shutterstock

This article will explore the importance of support in managing your Business Intelligence and Corporate Performance Management solutions.

When I began to think about the professional services, support, and training aspects of owning and managing a Business Intelligence (BI) and/or Corporate Performance Management (CPM) solution, I’ll admit it – I quickly became confused.  How, when, and where do these three entities show up in the journey from software purchase to ongoing management?  Zooming in a bit, why is support important at all, if not extremely important, to successfully managing your BI and CPM solutions?  This article will explore the significant role that support can play in maximizing the return on your investment.
Read more