Introduction: At Framewerx, we believe in providing our clients with unparalleled transparency when it comes to their IT managed services. Inspired by this commitment, we embarked on a transformative journey to create custom client dashboards accessible through our website. In this case study, we explore the strategic use of MSPBots, a powerful business intelligence tool, and the development of a customized ETL process to fill integration gaps, offering clients a holistic view of the value derived from our services.
Utilizing MSPBots for Business Intelligence: To handle the intricacies of business intelligence logic and 3rd party integrations, we leveraged MSPBots—a versatile tool that allowed us to pull and consolidate data from various sources. Key metrics, such as ticket portal data, average ticket response and resolution times, SLO incident percentages, customer satisfaction data, hardware lifecycle data, and backup information, were seamlessly integrated, providing valuable insights into the performance and impact of our IT managed services.
Addressing Integration Gaps: While MSPBots provided robust integrations, there were gaps that needed attention. Notably, certain tools for email filtering, cybersecurity, and other critical aspects were not seamlessly integrated. To bridge these gaps, we took a proactive approach by developing our own Extract, Transform, Load (ETL) process using SQL Server Integration Services (SSIS) and a custom SQL Agent job.
The ETL Process: Our ETL process involved the creation of a sophisticated SSIS procedure designed to feed data into our local database. This data was then seamlessly integrated with MSPBots through a SQL Agent job. This strategic integration ensured that essential data from previously unlinked tools became part of the comprehensive analytics provided by MSPBots.
Custom Widgets for Client Dashboards: With the data integration gaps successfully addressed, we were able to create custom widgets for our client dashboards. These widgets offered a more holistic view of the value clients were receiving from our IT managed services. Clients could now access real-time insights into the performance metrics that mattered most to them, fostering a deeper understanding of the impact of our services on their operations.
Conclusion: The creation of custom client dashboards represents a significant milestone in our commitment to transparency and client satisfaction at Framewerx. By strategically utilizing MSPBots and addressing integration gaps through our custom ETL process, we’ve empowered clients with a comprehensive and real-time view of the value they derive from our IT managed services. As we continue to innovate, our focus remains on providing clients with the transparency and insights needed to make informed decisions for their IT infrastructure.