Service Health
Service KPIs combine into an overall score, helping leadership spot declining service quality or operational issues before they escalate.
- SLA performance
- Ticket trends
- Open issue backlog
- Response performance
- Resolution performance
Case study · Managed IT services
Helping Corp IT deliver more proactive client relationships
A governed Client Health Dashboard brought service and finance signals into an early-warning view of each client relationship, so leadership can act before warning signs become customer problems.
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- Client
- Corp IT
- Industry
- Managed IT services
- Engagement
- Discovery workshops, then a first implementation
- Platform
- Microsoft Fabric · Power BI
Technology usedMicrosoft FabricPower BIAutotask PSAXero
Outcomes
What changed
The first implementation gave leadership a shared operational view and a governed foundation that can expand as new signals are ready.
One view
Leadership sees client health in one shared view
Earlier
Warning signs can be surfaced before the next QBR or escalation
Shared
Business owners work from the same client-health picture
Governed
Users see the signals they need to act on, without unnecessary financial detail
Reusable
The dashboard sits on a Microsoft Fabric data foundation
Expandable
Relationship and CRM signals have a defined future path
The challenge
Client health was hidden across disconnected systems
Corp IT held valuable client information across its PSA and ticketing platform, finance systems and CRM.
Preparing for Quarterly Business Reviews meant manually gathering information from each system, making it difficult to build a consistent picture of each client’s overall health.
Potential issues could stay hidden until they became customer problems. Corp IT wanted to identify risks before clients experienced them.
The approach
Discovery first, not an instant dashboard
DataMust began with a structured value sprint rather than treating the first dashboard idea as a settled requirement. Discovery workshops aligned leadership on the operational signals that genuinely reflected client health and the highest-value first implementation.
- How Corp IT operated day to day
- How different teams measured success
- Where client data lived
- Which indicators reflected customer health
- Where an initial delivery would create the most value
That discipline reduced KPI sprawl and kept the first delivery centred on a decision: which client relationships need attention now?
Microsoft FabricGoverned data foundation
Connects to
Autotask PSA
Xero finance signals
Shared client-health model
Power BI dashboard
CRM relationship signals (planned)
The solution
One Client Health score, built from business pillars
Together with Corp IT, DataMust designed a Client Health Dashboard around a simple executive idea: every client has a measurable health score.
Financial Health
Financial signals surface commercial risk in client relationships without exposing sensitive financial values.
- Overdue invoices
- Payment behaviour trends
- Billing issues
Planned
CRM and Relationship Health
A third pillar will add visibility into relationship management activities as Corp IT continues its CRM rollout.
- Account management engagement
- Client touchpoints
- Follow-up cadence
- Relationship activity
The pillars roll into a single Client Health score, with the option to drill into the underlying drivers.
Strategic impact
From explaining problems to preventing them
The value is not reporting alone. Earlier warning signs let Corp IT engage customers proactively rather than wait for issues to surface during Quarterly Business Reviews or support escalations.
Before“Here’s what went wrong.”
After“We identified something early, and we’re already working on it.”
This proactive approach strengthens customer relationships and supports a higher standard of managed service.
In the client’s words
What Corp IT said
“Our experience with working with DataMust was fantastic. From start to finish, a stunning project delivery. … What stood out for us with DataMust was their ability to lead us with opportunities that we didn't know existed. … If you're considering working with DataMust, it's really where your AI journey starts.”
Why it matters
A client-health score is useful only when the signals behind it are trusted
The hard part was not drawing another dashboard. It was agreeing which operational behaviours indicate risk, how they roll up into one score and what each leader should be allowed to see.
By resolving those questions inside a governed data foundation in Microsoft Fabric, Corp IT gained a practical management tool now and a reusable base for future reporting, automation and AI use cases.
Similar problem?
Is fragmented data hiding risk in your business?
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Explore Fabric implementationYou leave with a clear next step, not a proposal to sign.