Delivering customer success analytics enables you to:

• Generate high-margin, recurring revenue
• Demonstrate clear ROI that cements client loyalty
• Differentiate your offering in a crowded UCaaS market
• Open pathways to consulting, training, and optimisation projects
• Reduce client churn by proactively addressing issues

If these aren’t your priorities as an MSP, you’ve got to ask yourself whether your strategy needs refining.

So, if you recognise that a large portion of your customers are already using Teams (provided by you or otherwise), enabling their delimitation of reporting, analytics, and metrics must be high on your list.

The more your customers can report on—and use to drive genuine business improvement—the more important you become to their business.

Let’s take a look at the metrics you can’t dig into when end customers opt for standalone Teams call reporting.

By filling Teams analytics gaps, you take a calling platform and convert it from a commodity tool to a strategic solution. 

When customers have a clear overview of just how well/poor their business is performing (outside of basic calling figures), they can make data-based changes to their business.

For example, if the number of abandoned calls has doubled since you last changed your IVR, there’s clearly a problem. However, this data coupled with insights into peak times, average wait times, and queue lengths helps identify the underlying causes.

Your customers no longer need to rely on basic reporting and guesswork. The provision of advanced call reporting and more detailed KPIs means there’s less trial and error and more first-time fixes.

Likewise, if businesses have a real-time view of who’s performing and where gaps are occurring, they can make changes on the fly. This means there’s no longer a need to wait until after a negative customer experience has occurred to fix the problem.

Delivering tangible business outcomes justify ongoing managed-service fees.

If you’re the partner enabling these business changes, your value as a provider increases tenfold. If the business case is literally that your customer spends £1,000 per month and makes £10,000 as a result, the case study writes itself.

Benefits include:

• Revenue growth
• Client stickiness
• Market differentiation
• Expansion pathways
• Reduced churn

Read More: Why Service Providers Need to Enhance Their Value Proposition

Failing to address customer success analytics leaves you competing on price alone, missing upsell and renewal opportunities, suffering higher client churn, and ceding advantage to providers with richer insights.

Leaving your portfolio to “more of the same” leaves the door open to competitors swooping in, offering something new or different, and having no leg to stand on.

Selling voice is no longer enough to remain profitable. You’ve got to be the partners plugging the gaps with off-the-shelf solutions.

From our point of view, the next steps are simple:

• Partner with a proven Teams analytics vendor (e.g. Akixi) to deliver real-time health dashboards, expansion alerts, predictive churn models, CRM and product-data integrations, and scalable insights designed for SMB and mid-market clients.
• Transform your Teams deployments into a strategic service—helping clients boost retention, increase expansion revenue, and solidify renewals. 

That’s how MSPs and SIs turn a reporting limitation into a lasting competitive edge.

Akixi delivers over 400 real-time and historic call statistics, many of which go beyond the reporting capabilities of Microsoft Teams.

Metrics like abandoned call recovery, financial statistics, unreturned lost calls, and detailed agent controls are unique differentiators for service providers. 

So, while Teams remains a simplistic platform in comparison. For those businesses who crave detailed and business change drivers, it just won’t cut it.

Akixi’s call reporting suite is specifically designed to address the gaps in native Microsoft Teams reporting, supporting organizations that need deeper insight and operational control over their communications.

The gap between native Teams reporting and the art of the possible is so vast, we’ve labelled it a chasm. You can learn how to cross that chasm in our latest whitepaper.