A Better Way to Run QBRs
How support teams are cutting costs without sacrificing quality — and the tools making it possible.
MSP Insights Webinar Series
October 12, 2023
This MSP Insights session looks at how to run quarterly business reviews that actually drive client success instead of eating your week. Hosted by Cory Brown, CEO of Simplesat, with Luis Giraldo, Chief Experience Officer at ScalePad, and Hannah Logan, Customer Success Team Lead at Simplesat, the conversation pairs Lifecycle Insights data automation with customer satisfaction signals to help MSPs scale account management and vCIO services. The core value: turn the QBR from a manual reporting chore into a consistent, strategic conversation that protects revenue and profitability.
Key takeaways
- MSPs that run regular QBRs report 133% higher EBITDA than those that don't, yet 31% of MSPs are still unprofitable - making consistency the highest-leverage habit.
- Most QBR time is lost in preparation, not the meeting; a seven-person MSP delivering 50 QBRs a quarter can spend more time prepping than it has, which is why data automation matters.
- Report on business outcomes, not activity counts - clients don't care how many tickets you closed, they care whether their goals are moving.
- Stop saving the sales pitch for the QBR; set budget and lifecycle-replacement expectations early so the review just confirms a plan already agreed on.
- Reframe IT spend around risk: in a security-driven landscape, a "zero ROI" investment that prevents a six-figure breach is a win, not a cost.
- Set rules of engagement and let the client speak - many silent contracts end because clients quietly feel contractual obligations aren't being met.
What they covered
Giraldo framed the modern QBR as a recurring strategic dialogue rather than a once-a-year academic pitch. Cyber security moves too fast for annual check-ins, so the panel argued for lighter, more frequent touchpoints that keep a pulse on the client between formal reviews.
A major theme was preparation and account management at scale. Pulling reports from scattered tools turns prep into spreadsheet management, so automating data collection frees the vCIO to focus on nuanced, forward-looking commentary. ScalePad's total cost of ownership budget and digital maturity index were cited as ways to remove the surprise factor and set shared, visual goals with clients.
The session also connected client satisfaction to retention and valuation: CSAT feeds into client health, and proactively surfacing negative sentiment between meetings prevents churn that a high score alone can mask. A short Lifecycle Insights demo closed the session, showing how survey data flows into the QBR report and customer success module.
Watch the full recording and grab the slides for the complete walkthrough and demo.
Give us a try
ScalePad Lifecycle Insights helps you deliver the QBR your clients deserve. Learn more.
Speakers
Cory is fueled by a passion for customer service and a dedication to helping his own clients achieve excellence in their service offerings. With 15 years of experience collaborating with MSPs, he has honed his skills in improving their marketing and customer success strategies.
A veteran of the MSP industry, Luis helms ScalePad’s Partner Success organization. Over 15 years of owning and operating his own technology companies have developed Luis into a consummate IT professional and strategist. He is a popular speaker, and provides thought leadership to the IT service provider community.
Hannah Logan is a tech industry pro with 10 years of experience. Her mantra? Good customer service above all. She believes in putting the customer first, understanding their needs, and going the extra mile to help them reach their goals. Every interaction is a chance to build trust and establish a long-lasting partnership.
Cory is fueled by a passion for customer service and a dedication to helping his own clients achieve excellence in their service offerings. With 15 years of experience collaborating with MSPs, he has honed his skills in improving their marketing and customer success strategies.
