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Reporting and Analytics

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louise

09 Jun, 2010 06:33 AM

I read some discussions from last year on the possibility of obtaining reporting. I can't see if this has been implemented yet?

For account management reviews - reporting is essential to our business. If we add support data into the mix - it would help us with an overview of how we are managing indiviudal accounts. It would also help with our internal performance management programmes. Any ideas when this may come on board?

Louise - Sydney

1. 1 Posted by Will on 09 Jun, 2010 06:17 PM

   

   Hey Louise. We're in the process of reworking the initial implementation of our reporting feature while we switch over to a new javascript library on the core application. While I don't think it will be finished in the immediate future, it is pretty much at the top of the list, and we're hoping to wrap it up shortly and get the first phase of reporting out the door.

   Out of curiosity, what kind of stats/reporting data are you looking for?

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2. 2 Posted by louise on 09 Jun, 2010 11:25 PM

   

   Hi Will - thanks for the update

   Happy to give you feedback on the reporting question.

   Account Management:

   We have some clients on retainer. The retainer amount is based on the estimated development and support the client will need/use. When we review the resourcing needs of our operations the amount of support logged by each client this data helps us understand if the client's retainer is profitable. The numbers can be powerful when renegotiating contracts etc

   Clients who pay by the hour often like to see reporting stats too. It helps with own priorities and budget spend.

   Being able to provide reporting to clients is a good selling tool.

   Operations:
   The stats on categories helps us understand our clients’ needs and helps us ensures our FAQ's are relevant and in turn gives us a more automated response system for the easy to solve questions

   Data on response times helps with performance management and ensuring our staffing resources are not only adequate but also our staff have the right training.

   These are just a few ways we need reporting - I consider these to be our priority.

   Hope this helps

   Louise

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3. Will closed this discussion on 18 Aug, 2010 10:16 PM.

4. Will re-opened this discussion on 18 Aug, 2010 10:24 PM

5. 3 Posted by Will on 18 Aug, 2010 10:24 PM

   

   http://hoth.entp.com/2010/8/17/reports-for-your-tender is out!

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6. Will closed this discussion on 18 Aug, 2010 10:24 PM.