Customer Business Review
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Overview | Samples | Alert Functionality | Power BI Reporting | Non-Managed Devices | KPIs Glossary | Related Alerts | Webinar
Overview
Overview
Our Customer Business Review is one of our most popular reports and is currently available either as a browser based (SSRS) report or an Excel document requested by the sales rep from their CRM. In today's post-Covid world, with many of these reviews taking place online, we are now offering a Power BI version. Provides ability to export to Power Point for customization and branding as well as ability to choose which pages of information provided to your customer for live review.
Template download here: https://hub.ceojuice.com/id774
Type of Output: On Demand Power BI Report
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Sample
Sample
Service Metrics:
Landing Page:
Overview:
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Alert Functionality
Alert Functionality
-See here for getting Power BI in place.
-Template download here: https://hub.ceojuice.com/id774
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Power BI Reporting
Power BI Reporting
1. Three main sections:
(1) for internal use - not intended for your customer. use this to drill into details as you prep for your review
(2) To create a Custom Review - you decide which pages to push to Power Point
(3) Guided Review - select which pages you want to review and use this link to review each page live with your customer (via your laptop)
2. Can select multiple customers if needed. For example, if the Parent/Location relationship doesn't exist in e-Auto, but you still need one review for an account. Use the CTRL key to select multiple Parent Accounts at one. You can even do this for locations, if for example, you don't want to include all locations.
3. If you wish to run a review for specific contract(s), nearly every page in the QBR has a Contract Filter Option at the top (see screenshot below). Any page without this option (i.e. Customer Review) that does not have the filter is because the data on the page contains elements not specific to Contracts (i.e. Key Services, Billing Accuracy, Aging Summary).
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Non-Managed Devices
Non-Managed Devices
ID147 is our dashboard that shows non-managed devices across all of your customers, however our QBR shows that data for for the specific customer so sales can have that conversation. Note, you need to give Juice API access to the DCAs you want to see, most of the major DCAs are supported. See ID968 for the DCAs you need to connect.
KPIs
KPIs Glossary
All reference to clicks or copies are based on meter readings used on Contract Invoices. We DO NOT use the average monthly volumes from e-Auto.
Actual Age - The earliest of Install Date, FirstService Call, or First Supply Order
Allocated ... Clicks - e-Auto distributes each meter group's copy allowance amongst all devices in the meter group to provide a usage amount relative to total clicks produced by ALL devices in the meter group. This is essentially each device's proportionate use of the copy allowance (both overages and underages).
For example, a contract with 1,000 copy allowance and 10 metered devices:
e-Auto doesn't allocate 100 clicks for each device in the allowance, but rather e-Auto looks at the actual clicks billed and determines that device's allocated % use of that 1,000 copy allowance each time the contract bills. We use the same formula for presenting allocated amounts.
Billing Accuracy - Total Invoices divided by Voided Invoices
Call Type Category - each Call Type in e-Auto is assigned a category code. They are:'
Clicks BW / Clicks Color - we use the Category set on the Meter Type from e-Auto:
Equipment Actual Age - is calculated by taking the earliest of first install, first service call, or first sales order
First Call Effectiveness - % of calls completed/fixed without a rescheduled call (i.e. parts needed or more time needed)
Gross FCFR = ( Total Calls - ( Incompletes + Callbacks ) ) / Total Calls
% FCFR Calls ( Calls Fixed on 1st visit ) = FCFR Calls / Total Calls
*** where FCFR Calls are calls that are not marked as Callback / Incomplete / Reschedule
Response Time - Time from when call opened until tech arrived on call (corrective maintenance calls only). we don't do any calculations for this, it comes straight from e-Auto as seen in eView Service Calls (Invoiced).
Resolution Time - Time from when call opened until call closed (based on working hours in e-Auto)
SLA - this is the Service Level Agreement set in e-Auto and is based on expected response time. See more HERE on how e-Auto settings effect the SLA.
Total Copies in Period - based on actual meters used on Contract Invoices
Virtual Age (BW / Color) - each Model Record in e-Auto has ability to set 'Target' clicks for each Meter Type. We use this 'Target' in our Virtual Age Formula of: Total Clicks divided by Model 'Target'. IF you do not have 'Target' values set then it is the average-across-fleet for that model-on-contract.
IF you do not have 'Target' values, then in we use the averages calculated by way of our ID593/Service Call Might be a Sales Lead's 'Average Monthly Volume for that Model'. More on ID593 HERE.
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Related Alerts
Related Alerts
ID147 - Non Managed Devices Power BI
ID281 - Customer Retention Rate Power BI
ID568 - eAuto Activity Trends Power BI
ID704 - The Financial "Model" Power BI
ID770 - Financial Dashboard Power BI
ID771 - Service MIF & Profitability Power BI
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Webinar
Webinar
Version 2024.02.15:
Sharing
Sharing With Your Customer:
(for version prior to 2024.02.15)
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