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gaiia’s updated reporting and analytics module provides pre-built and customizable reports and dashboards to give ISPs complete visibility into customer accounts, billing, finances, tickets, work orders, and more. 

gaiia provides you several ways to access your data.

• Canned Reports: gaiia provide a group of pre-made reports in a CSV format that you can export into a tool like Microsoft Excel or Google Sheets so you can manipulate the data how you want. These reports can also be scheduled and shared via email for any recurring reporting requirements.
• Snowflake Database Access: gaiia provides ISPs with a dedicated Snowflake instance so that you can generate any of the reports you need within an external system (i.e. a dedicated BI tool). With Snowflake, every field within gaiia is available to be pulled into reports and you have direct access to the entire database structure and schemas, a powerful way to create any custom reports. With this option, you’ll need knowledge of SQL to create the queries and reports and then can connect to a data visualization tool like PowerBI, Tableau, or Google Data Studio.
• Customizable Reports & Dashboards: If you don’t have data analysts or someone with SQL expertise on your team, you can use the reporting and analytics module in gaiia to easily access and create reports and dashboards directly in gaiia. In this article, we will highlight the core dashboards provided by gaiia, and examples of all the different reports you can access.

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Reports available in the reporting and analytics module

The core six dashboards include: Finances, Accounts, Checkout & Customer Acquisition, Tickets, Workforce, and Inventory.

• Finances: Manage and track billing, payments, and key financial metrics
• Accounts: See a business overview with the status of all your customer accounts
• Checkout: Get insights into your marketing and sales process effectiveness
• Tickets: Easily track open tickets and understand how quickly issues are being resolved
• Workforce: Understand the performance of your field service team and keep updated on all your work orders
• Inventory: Keep track of your inventory throughout its lifecycle and run full inventory audits

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Finances

Your finance team needs to be able to understand the health of the business at any time. With the reporting and analytics module, you can track key metrics like monthly recurring revenue and average recurring subscription price, as well as see things like open and overdue invoices. 

Billing and customer service teams can use finance reports to manage and track customer payments, billing, and collections to understand which actions they need to take on an account. 

You can create reports to track delinquency metrics like the number of delinquent accounts and what stage of the delinquency flow they are in, as well as payments reports to see failed payments or applied payments by date.

Key reports include:

• Invoicing: Open invoices, Overdue invoices, & Open invoice value
• Discounts: Discount totals by month, Discounts by reason
• Payments: Applied payments by date, Failed payments
• Revenue: Monthly recurring revenue, Average recurring subscription price

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Accounts

Reports in the Accounts dashboard provide you with an easy business snapshot on the status of all your customer accounts so you’re always up to date. See an overview of new accounts that have been created, which accounts are active, pending, or suspended, and keep an eye on key metrics like churn.

Key reports include:

• Accounts created, Accounts by status, Activations, Churn, Account service details, Accounts by geography.

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Checkout and customer acquisition

ISPs using gaiia’s online checkout have access to a comprehensive sales and conversion rate reporting dashboard. This dashboard offers detailed insights into the effectiveness of marketing efforts and the overall sales process, enabling you to make data-driven decisions to optimize your sales strategies.

Key reports include: 

• Checkout Analytics: Traffic, Conversions, Conversion Rate, Average Order Value, Abandoned Orders, Unserviceable addresses
• Revenue: Number of orders, Order by product, Orders by state

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Tickets

The tickets dashboard gives customer support leaders a clear view into the effectiveness of their team and their workload. With these reports, you can easily understand the volume of open tickets, why they were created, and how quickly issues are being resolved.

Use the tickets reports to analyze the type and volume of tickets to understand if there are specific recurring issues so you can create preventative solutions.

Key reports include:

• Open tickets, Closed tickets, Average resolution time, Tickets created by type, Tickets Created by priority, Tickets closed by reason

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Workforce

Workforce reports help dispatchers to manage your field service technicians and understand what jobs need to be completed at any given time. View open work orders, see which orders still need to be assigned and their priority, or what work was completed in a day.  

These workforce reports can also help you understand your upcoming workload so you can determine if you need to hire additional people for your field service team or bring on contractors.

Key reports include:

• Open work orders, Work orders created, Work orders completed today, Work orders by status, Work orders by technician, Unassigned work orders, Work orders by type, Work orders by priority, Work order completion time

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Inventory

Inventory reports give you full visibility into the entire lifecycle of your equipment, from what account has a specific CPE assigned, to consolidated inventory counts by location, equipment type, and availability status. Our inventory reporting is meant to help procurement or purchasing teams efficiently manage inventory decisions, and finance teams effectively track and report on their assets.

Key reports include:

• Inventory counts, Inventory assigned to accounts, Inventory by location (warehouse, address, technician truck), Inventory write offs, Inventory assignation history, Inventory value

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Whether you need pre-built reports for quick insights, custom dashboards for real-time updates, or advanced SQL-based data access, the reporting and analytics module offers the tools and flexibility to meet your needs. From tracking financial metrics, to resolving customer issues, or optimizing your workforce and inventory, gaiia gives you complete visibility into your business.