About this template

Consulting IT Support Template organizes tickets, routes requests, and monitors SLAs. Automations reduce backlogs while dashboards show exactly where support resources are spent.

What’s included

Boards

Accounts Board - This board allows IT support specialists in consulting to manage and organize all client accounts efficiently. It includes essential details such as company name, domain, industry, and number of employees, which help in understanding the client’s business context. The integration with Contacts and Deals boards ensures smooth tracking of interactions and ongoing projects, while the long text description and company profile link provide comprehensive background information for better service delivery.
Leads Board - This board is designed to streamline the lead management process by tracking the status of each lead and capturing key information such as company, title, email, and phone number. The 'Create a contact' button facilitates the quick conversion of leads into contacts, and the last interaction date helps in maintaining timely follow-ups, ensuring no lead falls through the cracks.
Contacts Board - This board centralizes all contact information, making it easy for IT support specialists to manage client relationships. It connects contacts to their respective accounts and deals, providing a clear view of all interactions and deal values. Additional columns for phone numbers, titles, priority, and comments help in prioritizing and personalizing client communication, enhancing customer satisfaction.
Deals Board - This board is crucial for tracking the progress and status of deals. It includes columns for deal value, contacts involved, and expected close date, which help in forecasting revenue and planning resources. The close probability and forecast value columns enable data-driven decision-making, while the last interaction date ensures timely follow-ups with clients, increasing the chances of closing deals successfully.
Tickets Board - This board helps IT support specialists manage and resolve client issues efficiently. It includes columns for ticket name, description, priority, status, assigned personnel, and due date. The created on log helps in tracking the time taken to resolve issues, ensuring timely support and enhancing client satisfaction. By prioritizing and assigning tickets, the board ensures that critical issues are addressed promptly.

Dashboards & Reports

Annual Target - Helps IT Support Specialists in consulting firms track their yearly performance against set goals, ensuring they stay on target to meet revenue and service delivery commitments.
Monthly Target - Provides a clear view of monthly objectives, allowing IT Support Specialists to monitor progress and adjust efforts to meet short-term goals effectively.
Average Deal Value - Enables IT Support Specialists to understand the average value of deals closed, which helps in forecasting and strategizing for higher-value engagements.
Active deals - Forecasted Revenue - Shows potential revenue from active deals, assisting IT Support Specialists in prioritizing efforts towards deals that promise significant returns.
Deal status distribution - Offers insights into the current stage of all deals, helping IT Support Specialists manage and streamline the support process across different deal stages.
Actual Revenue by Month (Deals won) - Tracks monthly revenue from won deals, allowing IT Support Specialists to analyze successful months and replicate strategies that worked.
Pipeline conversion - Provides data on how leads progress through the pipeline, helping IT Support Specialists identify bottlenecks and improve conversion rates.
Activity tracker - Monitors individual and team activities, ensuring IT Support Specialists are meeting their engagement and service targets.
Forecasted Revenue by month - Projects monthly revenue based on current deals, aiding IT Support Specialists in planning and resource allocation for upcoming projects.
Forecasted Revenue by Stage - Breaks down forecasted revenue by deal stages, helping IT Support Specialists focus on advancing deals in critical stages to secure revenue.
Deals Stages by Rep - Tracks performance of individual reps across deal stages, allowing IT Support Specialists to provide targeted support where needed.
Deal Progress based on Month Added - Analyzes deal progress based on the month they were added, helping IT Support Specialists identify trends and optimize workflows for quicker deal closures.

Automations

When new email arrives → Notify item subscribers with a message - Ensures IT Support Specialists are promptly informed of new client communications, facilitating timely responses and improved client relations.
When an email is opened → Notify item subscribers with a message - Alerts IT Support Specialists when clients engage with emails, allowing for timely follow-ups and proactive support.
When "Create a contact" is clicked → Move the item to the Contacts board - Streamlines the process of adding new contacts, ensuring IT Support Specialists have up-to-date client information for effective communication and support.
When a lead is created → Set its status to "New Lead" - Automates lead management, ensuring IT Support Specialists can quickly identify and prioritize new opportunities.
When an activity/email is created in Emails & Activities → Update the "Last interaction" date - Keeps client interaction records current, helping IT Support Specialists manage ongoing communications and maintain high engagement levels.

Frequently asked questions

How can this template help me manage client IT support tickets efficiently?

This template provides a structured way to log, track, and resolve client IT support tickets, ensuring no issue goes unresolved and improving response times.

Can this CRM template help me monitor system performance for multiple clients?

Yes, the template includes features to track system performance metrics and alerts for multiple clients, allowing you to proactively address potential issues.

How does this template assist with automating routine IT support tasks?

The template includes automation features for common tasks like ticket assignment, status updates, and client notifications, freeing up more of your time for critical support activities.

What tools are included for managing client hardware and software inventories?

This template offers dedicated boards and columns to keep detailed records of client hardware and software inventories, making it easier to manage resources and plan upgrades.

How can this template help me in prioritizing IT support tickets?

The template allows you to categorize and prioritize tickets based on urgency and impact, ensuring that critical issues are addressed promptly while maintaining overall service quality.

Is there a way to track the time spent on each IT support ticket using this template?

Yes, the template includes time tracking features to log hours spent on each ticket, helping you monitor productivity and manage billable hours accurately.

How can this template support compliance with IT service management standards?

The template is designed to align with IT service management best practices, including incident tracking, documentation, and reporting, helping you maintain compliance and improve service delivery.

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