Maximizing Client Engagement with the Client Dashboard

The Client Dashboard is a focal point for accessing detailed insights specific to each client. By providing a client-specific version of the Strategy (Insights) Dashboard, it integrates insights, metrics, like the Digital Maturity Index (DMI), client Initiatives, and client activities (action items and notes) to give a comprehensive view of your client's digital health. This article explores the functionalities of the Client Dashboard and illustrates how it can transform your approach to managing client relationships and IT strategies.

You can easily determine your next steps against critical assets by using insights provided at the client level. This article dives into how the Client Dashboard can change the way you work with a specific client, showing you how it can significantly affect how you make decisions and carry out your strategies

Navigating to the Client Dashboard

There are two paths to accessing client dashboards.

  1. In the Top Menu bar, click Clients.
  2. From the Client Console, select a client

Or

  1. In the Top Menu bar, click Strategy > Insights Dashboard.
  2. On the Insights Dashboard, click into a predefined insight pane
  3. From the Strategic Insights page, click on a client

The DMI provides a snapshot of your client’s current technology stance. A higher DMI score indicates better digital health, encompassing security, infrastructure robustness, and software up-to-dateness. DMI is pivotal for starting discussions about potential improvements or highlighting strengths in a client's IT environment.

Benefits of using the Client Dashboard

The dashboard provides a clear, organized view of all pertinent client data, reducing the time needed to gather information and increasing the accuracy of your assessments. It facilitates a more efficient workflow, where decisions are informed by up-to-date, client-specific data, allowing for quicker responses to client needs.

  1. Assigning Action items - During or immediately following a client engagement call, partners can capture action items directly within Lifecycle Manager.
  2. Taking Notes - You can categorize and prioritize notes to keep them organized.
  3. Digital Maturity Index - The Digital Maturity Index is the score that marks the digital health of your client. Learn more in the Digital Maturity Index (DMI) article.
  4. People - Improves transparency and communication by enabling you to identify and contact the appropriate members involved in managing the client relationship.
  5. Managing Client Initiatives
    1. Accessing and Viewing Client Initiatives - To streamline the management of client initiatives, you can access and track all created initiatives directly through the Roadmap. Clicking Manage Roadmap displays the Roadmap which allows for monitoring and updating of each initiative's progress.
    2. Using the Initiative Status Filter - Enhance the ability to manage initiatives by utilizing the Initiative Status filter. This tool helps you quickly sort and view initiatives based on their current status, making it easier to keep track of progress and identify any required actions for each client initiative.
  6. Identify specific Insights to be actioned on - From identifying assets that have been actioned on or need to be actioned on with the In Initiative filter to immediately viewing and refining existing Insights, to quickly identifying and renewing warranty coverage, and for you to take a proactive approach to assess your client’s infrastructure environment, and forecast assets that are non-compliant with insights rules up to 120 days in advance.
    1. Identifying clients with critical issues and risks - The Client console includes a DMI column which enables you to assess a client's current environment state and identify clients with risk in seconds. Once a client is identified that requires action, click the client name in the Client column to display the Client Dashboard.

      The 30-day trend column shows which clients are on an upward DMI trajectory (improving) and on a downward DMI trajectory (needing attention) among DMI ranges.
      client_console_dmi_columns.png
  7. Create personalized Insights - Personalized insights are created independently from the pre-defined Insights. Account managers can create personalized insights to track different standards than those offered by Lifecycle Manager’s predefined insights.

Streamlining Task Management for Clients

The Activities menu serves as a centralized hub where you access all specific client tasks and notes. Through an intuitive interface, the Activities screen allows for easy switching between Upcoming, Overdue, and Completed action items. You can quickly search Notes and locate Live and Archived notes all from this single menu.

Integrating Action Items into PSA Tickets (ConnectWise Manage):

For partners utilizing ConnectWise Manage alongside Lifecycle Manager, you’re able to convert action items directly into PSA tickets. 

  • Documenting and Assigning Action Items -  This integration facilitates immediate documentation and task assignment following client interactions, ensuring that no critical action items are forgotten. This immediate recording of tasks helps in retaining all details accurately and assigns them out as tasks without the need to switch between multiple systems.
  • Creating PSA Tickets Directly from Lifecycle Manager - Once an action item is noted, you can directly create corresponding tickets in ConnectWise Manage without leaving  Lifecycle Manager. This not only saves time but also enhances efficiency by maintaining a centralized workflow for managing client tasks.

Utilizing Integrated Notes

To enhance organization and efficiency, a dedicated note feature is available on each client dashboard. This enables you to quickly capture information, ensuring that nothing important is overlooked, and organize meeting notes directly where you manage client interactions.

Benefits

  • Centralized Note-Taking: Instead of scattering notes across various tools, Notes keeps all client-related notes centralized within the client's profile to help keep note-taking methods well-organized.
  • Easy Reference: Notes are easily accessible on client dashboards, through the Activities menu, making it simple to reference them. This is particularly useful for preparing for follow-up meetings or when more information is needed about past discussions.

Adding Account Team & Key Contacts

The Account Team & Key Contacts displays who is responsible for managing each client, and identifies the main points of contact at the client's organization. This feature provides the names, roles, and email addresses of personnel.

  • Account Team (MSP Members):
    • Lists MSP employees assigned to the client, outlining their roles such as vCIO, Account Manager, Technical Account Manager, or Technician.
    • Offers functionality to add or update member details directly within Lifecycle Manager.
  • Key Contacts (Client Representatives):
    • Details the primary contacts at the client’s company, such as business owners or IT department heads.
    • Provides direct links to their emails for ease of communication.

Taking action on client insights

The Client Dashboard narrows down data to show insights relevant only to the selected client, such as the number of assets affected, prominently in each insight notification pane. 

From modernizing assets (replacing hardware or moving to the cloud) to software modernization (unsupported software or the lack of comprehensive endpoint security) to procuring warranty coverage (or identifying the lack of coverage), initiatives make it possible to implement quick responses to asset management challenges.

From the Client Dashboard, clicking on a predefined insight displays its details. Learn more in the What are Insights? article.

From here, the insight can help mitigate critical asset issues by adding those assets to an initiative. Not all insights require action. For ease of use, insights are color-coded for quick identification.

  • Red - These are high-risk insights that comply with the insight rule. Prompt action is required.
  • Blue - Compliant insights that are not as critical as high-risk insights.
  • Green - No assets currently comply with the Insight rule. No action is required.

Using Insights to help score IT categories using Scorecards

Clients don’t always have time to grasp the details to get aligned on concerns, risks, & opportunities in IT environments. Instead of providing solutions directly from Insights, use the key information within Insights to create an understandable assessment of the client's IT environment.

Providing clients with digestible information, without the time-consuming data analysis, manual data collection helps deliver recommendations that will drive clients forward. Using Scorecards in regular meetings with your clients can help you better understand their goals and challenges.

Simplifying areas of concern and explaining the reasons behind proposed solutions helps the client better understand the issues.


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