Show Value on Demand. Reduce Churn Before Renewal. Scalable. Repeatable.
White-label this template for your own firm — these fields drive the header above, the client preview, and every PDF/Gamma export. Nothing here is sent anywhere; it only updates this file in your browser.
The template is a single account data model with two renderers — an internal instrument panel and a client-safe summary — not two separate documents you write by hand.
Health score, leak/risk score, blended priority, module adoption stage, and ticket/SLA data all live in the same record the Instrument Panel already tracks per account. The report doesn't re-collect data — it re-presents it.
The Internal tab shows every risk driver and raw score for your own portfolio review. The Client tab pulls from the same fields but strips risk internals, reframing them as value delivered and next-step opportunity.
Track which of your own tools/modules (or your client's product suite) each account has adopted — Not Started → Piloting → Adopted → Expanded. Anything stuck at Piloting for 60+ days is an automatic expansion prompt.
Generate the snapshot monthly so trend lines exist by the time each account's QBR comes around — same cadence already used for Instrument Panel trend snapshots.
The External tab's fields serialize into a clean, structured brief. Paste that into Gamma (document or webpage format, "preserve" text mode) to get an interactive 1–2 page client-facing report without re-typing anything.
Duplicate this file per client, or connect the fields to live account data, so one build serves every account in the portfolio without per-client rebuilds.
This template isn't a replacement for your CS platform — it's a monthly checkpoint that reads the same account picture. Use what surfaces here (a flat health score, a stalled adoption row, a red expansion flag) as the trigger to open a Service Improvement Plan or log an expansion opportunity directly in Gainsight, ChurnZero, or your CRM.
Rate the account across six weighted categories to compute a 0–100 health score. The Health Score field on the Internal Instrument Panel pulls this number automatically as you rate — no copying required. You can still adjust it by hand on the Instrument Panel afterward.
Identify the account before scoring
Rate each category 1 (poor) – 5 (excellent) based on current status
Check anything currently true for this account
Auto-generated from score & flags
Full-detail view — internal audience only. ✎ Manual fields are typed in by you; 🔒 Auto fields are calculated and can't be edited directly.
Free text you write for the client — separate from the auto-generated Client Executive Summary content. Everything below appears on the Client Executive Summary tab, both PDFs, and the Gamma export.
Pre-loaded with an example MSP tool & audit stack — swap the rows for your own line-up and reuse the same table structure.
| Tool / Service | Category | Adoption Stage | Usage Signal | Coverage Status |
|---|---|---|---|---|
| Acronis | Backup & Disaster Recovery | |||
| Inforcer | M365 Security & Compliance | |||
| Huntress | Managed Detection & Response | |||
| NinjaOne | RMM | |||
| Zscaler | Zero Trust / Network Security | |||
| Merchant Services Audit | Cost / Vendor Audit | |||
| Telecommunications & Internet Audit | Cost / Vendor Audit |
These fields drive the document below and the Gamma export. Same underlying data as the Internal tab — reframed, risk internals removed.
Copy this block and paste it as the prompt in Gamma (format: document or webpage, text mode: preserve) to generate an interactive 1–2 page client-facing report without retyping anything above.
Click "Generate export text" to build the Gamma-ready block from the Client Executive Summary tab.
Nothing pulls from a live external system yet — but several fields inside this tool now calculate or generate themselves from what you type elsewhere in it. Every field label carries a ✎ Manual or 🔒 Auto badge so it's obvious at a glance which is which.
Rate the six weighted categories (1–5 each), and it computes a 0–100 score plus flag-driven recommendations. That score pulls into the Health Score field on the Internal Instrument Panel automatically as you rate — no button to click, no copying between tools — and it also appends a short summary to that field's flag note. The Health Score field stays directly editable on the Instrument Panel afterward; adjusting it there won't be overwritten unless you go back and change a rating in the calculator.
| Field | Manual or auto? | What to put in it |
|---|---|---|
| Health Score | Manual | Type in the account's health score (0–100, higher = better), or let the Health Score Calculator tab pull it in automatically as you rate the account there. |
| Leak / Churn-Risk Score | Manual | Type in the churn-risk score (0–100, higher = riskier) the same way — from your own assessment or a separate leak/churn diagnostic. Not calculated here. |
| Blended Priority Score | Auto — not editable | Calculated automatically the moment you change Health or Leak, using (100 − Health + Leak) ÷ 2. There is no manual override by design — this keeps every account's priority ranking on the same, comparable formula instead of one CSM's gut-feel number sitting next to another's calculated one. |
| SLA Snapshot | Manual | Type in the SLA percentage for the period. Pull it from wherever you track tickets (Jira, ServiceNow, HALO, etc.) — nothing here reads that system automatically. Feeds Headline Status and KPI-Value 1 downstream. |
| Support Tickets Closed | Manual | Type in the ticket count for the period. Feeds the auto-generated "Value delivered this month" text. |
| Breaches | Manual | Type in the number of SLA breaches for the period. Feeds KPI-Value 2 and the "Value delivered" and "Next 30 Days" text. |
| Flag text next to each gauge | Manual | Short one-line context for that number — editable inline. Purely descriptive, doesn't feed the calculation. |
| Risk drivers this month | Manual | Not connected to the Leak score field. The Leak score is just a number; this textarea is where you write, in your own words, why that number is what it is — the specific facts (single-threaded contact, telemetry gap, missed review, etc.). Nothing auto-populates it. |
| Internal action items | Manual | Your own follow-up plan for the month. Free text, not derived from any other field. |
| Milestones this period | Manual — client-facing | Type in specific milestones reached this month (a rollout completed, a phase closed, a target hit). Unlike the notes above, this shows directly to the client — on the Client Executive Summary tab, both PDFs, and the Gamma export. |
| Wins & recognition | Manual — client-facing | Specific wins worth naming — SLA streaks, positive feedback from a stakeholder, an escalation resolved cleanly. Also client-facing. |
| Roadmap preview | Manual — client-facing | What's planned ahead for this account — pilots, upcoming reviews, capability expansion. Also client-facing; complements the auto-generated "Next 30 Days," which is action-item framed rather than roadmap framed. |
| Field | Manual or auto? | What to put in it |
|---|---|---|
| Adoption Stage | Manual (dropdown) | Not Started / Piloting / Adopted / Expanded — pick whichever reflects where the account actually is with that tool. |
| Usage Signal | Manual (dropdown) | Pick the preset option that best describes how actively the tool is actually being used — not just whether it's installed. |
| Coverage Status | Manual (dropdown) | Red = not yet in place (coverage gap), Yellow = in progress, Green = in place. The dropdown recolors itself the moment you pick an option. |
This whole tab is now driven by the Internal Instrument Panel and the Product Adoption table — there's very little left to type here directly:
| Field | Manual or auto? | What drives it |
|---|---|---|
| Headline Status | Auto — locked | Tracks the Health Score's red/amber/green level directly — 80+ is On Track (green), 50–79 is Needs Attention (amber), below 50 is At Risk (red). |
| KPI-Value 1 | Auto — locked | SLA / Uptime %, pulled straight from the SLA Snapshot box. |
| KPI-Value 2 | Auto — locked | Breaches, pulled straight from the Breaches box. |
| KPI-Value 3 | Auto — locked | Tools Adopted, counted from the Product Adoption table — how many rows have Adoption Stage set to Adopted or Expanded, out of the total row count. |
| Value delivered this month | Auto — locked | Generated from SLA %, Support Tickets Closed, Breaches, and the Health Score's status word. |
| Milestones this period | Manual — mirrored | Read-only here. Edit it on the Internal Instrument Panel, under "Client-facing notes" — it mirrors that field live. |
| Wins & recognition | Manual — mirrored | Same pattern: edit on the Internal Instrument Panel, mirrored here read-only. |
| Expansion opportunity | Auto — locked | Generated from the Product Adoption table: green rows become "already deployed," yellow rows become "in expansion conversations," red rows become "open opportunities." |
| Roadmap preview | Manual — mirrored | Same pattern: edit on the Internal Instrument Panel, mirrored here read-only. |
| Next 30 days | Auto — locked | Real recommendations built from the data above — advancing yellow-flagged conversations, addressing breaches or SLA misses, escalating low health scores, or proposing the next red-flagged tool once health is solid. |
Because the auto fields are locked and the manual client-facing fields live on the Internal Instrument Panel, editing anything on the Internal Instrument Panel or Product Adoption tabs immediately updates the preview document and the Gamma export — there's no "forgot to update the summary" gap anymore.
Click "Generate export text" to build a text block from whatever is currently on the Client Executive Summary tab, then copy it into Gamma. It's a one-way, on-demand snapshot — it doesn't auto-refresh, so regenerate it any time you change the Internal or Adoption tabs.