CC eBook Cover 5 1
8 Meaningful Reports
for Customer Onboarding
Welcome to our ‘8 Meaningful Reports for Customer Onboarding’ eBook. We believe the following 8 reporting metrics can help Customer Onboarding teams of all sizes be more efficient in their everyday activities. We hope you find them useful!

8 Meaningful Reports for Customer Onboarding

Built on Salesforce 8 Meaningful Reports for Customer Onboarding

Table of Contents

8 Meaningful Reports for Customer Onboarding

Built on Salesforce 8 Meaningful Reports for Customer Onboarding

Table of Contents

CHAPTER 1

8 Meaningful Reports for Customer Onboarding

1. Health by Project

project health

What it shows

At a glance the health of your projects.

Multiple health metrics, such as customer and timeline health across your customer onboarding projects including trend information of how your health has recently changed for each area.

Why it matters

As the manager of a team onboarding multiple customers, simultaneously being able to see the health of each project at a glance allows you to pre-emptively direct your team’s resources to solve issues before they derail your customer’s onboarding experience in a negative way.

CHAPTER 2

8 Meaningful Reports for Customer Onboarding

2. Time to Value

Time to value

What it shows

The amount of time it takes for your customer to recognize value from your solution.

For some, this may be at project close, at a milestone within the project, or even after the initial onboarding engagement. Either way, with Cloud Coach you can track it in real-time. 

Why it matters

The longer your time to value, the more likely your customer will churn in the long run.
 
The sooner you can have your customer recognize the value of your offerings, the easier it will be to continue to engage, build loyalty, and grow the account further.  

CHAPTER 3

8 Meaningful Reports for Customer Onboarding

3. Hours Burned by Completion %

2. hours burned by completion 1

What it shows

How far along a Project is in completion terms, compared to how many hours have been burned / used against original estimates.

Why it matters

This report gives a great overview of how each Project is tracking towards completion in contrast to how much of the pool of estimated hours have been used to date. It provides critical early warning signs for managers alerting them when the estimated hours for a project are about to be exceeded.

CHAPTER 4

8 Meaningful Reports for Customer Onboarding

4. Project Burndown Metrics

project burndown metrics

What it shows

How multiple Projects are tracking from a burndown perspective along with the forecasted Project profitability at completion based on current progress against burndown.

Why it matters

This report is a more advanced take on burndown metrics, adding in a financial forecast component to the effort remaining and tying it back into Project profitability. This gives executives a key insight into how a Project’s performance will impact the bottom line.

CHAPTER 5

8 Meaningful Reports for Customer Onboarding

5. Change Requests by Project

Projects with open change requests

What it shows

Projects that currently have open change requests against them. These could be client change requests where additional requirements have been requested.

Why it matters

Change requests are part and parcel of customer onboarding but, if not managed properly, can cause delays to your project and damage your relationship with the customer.

Being able to see which projects have change requests against them allows you to proactively manage your onboarding projects to a successful outcome.

CHAPTER 6

8 Meaningful Reports for Customer Onboarding

6. Budgeted vs Actual Costs

budgeted vs actual costs

What it shows

Budgeted vs actual costs across a portfolio of Projects.

Why it matters

Tracking your actual spend against your budgeted spend for Projects is a key component towards overall Project profitability. With Cloud Coach, you can track both labor and non-labor costs against your Projects.

CHAPTER 7

8 Meaningful Reports for Customer Onboarding

7. Estimated vs Entered Hours

estimated vs entered hours

What it shows

How much time has been entered on tasks compared to the original estimates, split out by skill / work type of your team.

Why it matters

Time tracked is a key metric for determining your project profitability. If your team is taking longer than estimated to complete work, your bottom line will suffer, and your projects run the risk of being delivered late, disappointing your customers.

CHAPTER 8

8 Meaningful Reports for Customer Onboarding

8. Utilization and Billability

utilization and billability 1

What it shows

Report building on an employee’s utilization, adding in billability metrics.

Why it matters

A resource might be meeting your utilization metrics while working on items that aren’t directly billable, such as supporting sales. This report lets you measure not just the utilization of the team but also their billability, so you can make sure that the whole of your services team are contributing to your bottom line.

Thank you for reading our Report eBook. If there are any reports we haven’t featured that you’d like us to include, contact us at [email protected]

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