New Charter Technology App

The New Charter Technology App automates reporting and monitoring of a company's performance against identified key performance indicators (KPIs) from centralized dashboards and customizable widgets. You can readily check how you measure up to your targets and compare your numbers with other companies. This app is for business owners, service managers, technicians, and engineers who want to track their KPI scores regularly.

Why should I use the New Charter Technology App?

The New Charter Technology App helps you input and monitor KPI data for reactive and proactive tickets and has the following benefits and features: 

• Automated data extraction for reporting 
• Automated calculation of KPI scores 
• Centralized dashboards for easy monitoring 
• Quick and proactive identification of improvement areas 
• Peer group support to let you compare KPIs with other companies

Prerequisites

• The New Charter Technology App is available to users with ConnectWise PSA, ConnectWise RMM, ConnectWise Automate, Continum, and Kaseya BMS.   
• Admin permission is required for editing the dashboard settings. 
• Admin permission with a peer group role is required to view the peer group KPI dashboards 

How to install the New Charter Technology App

To install the New Charter Technology App: 

1. Open the MSPbots app. 
2. Go to Apps on the side menu and click it to open the Apps page. 
3. Search for New Charter Technology App on the Apps page and click it. 
   
   
   Service Gross Margin requires manual input. After installing the New Charter Technology app, the data for Workstations, Employees Assigned, and Average Monthly Cost per Employee is unavailable. However, a monthly snapshot feature is in place to capture ongoing data. To generate the preliminary results, it is necessary to input data based on the previous months' performance. Failure to do so will result in blank values for the corresponding data. 

What are the dashboards available? 

The New Charter Technology App has two dashboards that capture and monitor Service Gross Margin, Proactive and Reactive Services data, and KPIs for your company. 

• Operations Performance Leadership Dashboard 

This dashboard shows the annual data for Service Gross Margin and Proactive and Reactive Services KPIs for the specified year. The widgets and KPIs for this dashboard are in the table below.  

• New Charter Technologies Monthly KPI Dashboard 

This dashboard shows your monthly KPI data and allows you to drill down by selecting each widget for more information. Check the table below for the list of the available widgets and KPIs. 

What are the widgets in the dashboards? 

The widgets and their corresponding descriptions and calculations are in the table below. 

Comparing your performance with other companies

Each widget in the Operations Performance Leadership and Monthly KPI dashboards has a corresponding widget in the New Charter Technology peer group benchmarking dashboard where you can compare your KPI performance with other companies. 

You can access the KPI dashboard and compare performance under the Peer Group section of the MSPbots app.

1. Open your peer group and click Benchmarking to show the KPI dashboard. 
2. Go to the KPI dropdown and select the KPI that will be applied to the dashboard. 
   
   
   
   
3. You can also use the slicers to filter the results.   
   
   

How can I modify the KPI settings? 

You can modify the KPI settings in the Operations Performance Leadership KPI dashboard, add or remove board names from the Proactive Services KPI data, and also add and remove board names and assigned work roles from the Reactive Services KPI data. You can also manually input your monthly Service Gross Margin per year to create historical data and show the percentage monthly results. 

Modifying the Proactive and Reactive Services KPI Settings on the Operations Performance Leadership KPI Dashboard 

1. Open the New Charter Technology App. 
2. On the Operation Performance Leadership Dashboard page, navigate to Settings and select BETA - New Charter Technology Settings. 
   
   
   
   
3. When the New Charter Technologies KPI Settings page opens, go to Company Information and type a Display Name. This name will be used in the KPI dashboards in your peer group. 
   
   
   
   
4. Select an option for Employees Working On Tickets. 
   • Include employees based on their work roles, using their daily capacity and hourly cost data from PSA
   • Include selected employees based on the daily capacity and hourly cost data from PSA 
   • Create a list of employees with their daily capacity and hourly cost 
     
     
     
     
5. Next, edit the Reactive Services KPIs. 
   1. Select the Board Name(s). 
      To delete or remove a selected board name or assigned work role, click the x button corresponding to the selection.  
   2. Select an option from the following:
      • Include all tickets from the reactive board names regardless of the ticket type
      • Include only the tickets owned by employees specified in the Employee Working On Tickets Setup. 
        
        
        
        
6. Edit the Proactive Services KPIs. 
   1. Select the Board Name(s) that you want to add to the KPI data. 
   2. Select one of the following options: 
      • Include all tickets from the proactive board names regardless of the ticket type 
      • Include only the tickets owned by employees specified in the Employee Working On Tickets setup.
        
        
        
        
7. Click Submit when done. 

Modifying the Service Gross Margin KPI Settings on the Operations Performance Leadership KPI Dashboard 

1. Open the New Charter Technology App.  
2. On the Operation Performance Leadership Dashboard page, navigate to Settings and select BETA - New Charter Technologies Historical KPI Data Entry. 
   
   
   
   
3. Go to the New Charter Technologies Service Gross Margin section and manually input your Service Gross Margin Percentage Monthly Results.  
   1. Click the +New button. 
      
      
      
      
   2. Select a Year and input the service gross margin values for each month of the selected year. 
      
      
      
      
   3. Click Add. 
4. Click Save.

Modifying the Proactive and Reactive Services KPI Settings on the New Charter Technologies Monthly KPI Dashboard  

1. Open the New Charter Technology App.  
2. On the Operation Performance Leadership Dashboard page, navigate to Settings and select BETA - New Charter Technologies Historical KPI Data Entry. 
   
   
   
   
3. Scroll down to the New Charter Technologies Workstations section and manually input your number of workstations. 
   1. Click the +New button. 
      
      
      
      
   2. Select a Year and input the number of workstations for each month of the selected year.  
      
      
      
      
   3. Click Add. 
4. Click Save. 
5. Add new entries for New Charter Technologies Employees Assigned and New Charter Technologies Average Monthly Cost per Employee using the same steps. 
   
   
   
   
   Service Gross Margin requires manual input. After installing the New Charter Technology app, the data for Workstations, Employees Assigned, and Average Monthly Cost per Employee is unavailable. However, a monthly snapshot feature is in place to capture ongoing data. To generate the preliminary results, it is necessary to input data based on the previous months' performance. Failure to do so will result in blank values for the corresponding data.