Customer Scorecard
Customer Scorecard agent guide for Builder — generate a one-page client health grade using ScalePad, SmileBack, ConnectWise, and Liongard data.
Automated Client Health & MSP Insight Agent
Overview
Section titled “Overview”Customer Scorecard is a flexible grading agent that evaluates client health using operational, technical, and support data pulled from multiple MSP systems.
It analyzes data from:
- ScalePad
- SmileBack
- ConnectWise
- Liongard
The agent generates a one-page customer grade report designed to give decision makers and account managers a clear snapshot of client health, operational posture, and technology maturity.
What problem Customer Scorecard solves
Section titled “What problem Customer Scorecard solves”Managed service providers often struggle to quickly understand a client’s overall health.
Key challenges include:
- Data scattered across multiple platforms
- Lack of a unified client health view
- Difficulty translating raw data into executive insight
Customer Scorecard consolidates system data into a structured, easy-to-understand grade and summary.
Who this is for
Section titled “Who this is for”Primary users
- Account Managers
- MSP Leadership
- Decision Makers
Indirect beneficiaries
- MSP service teams
- Clients receiving improved strategic guidance
How Customer Scorecard works
Section titled “How Customer Scorecard works”Customer Scorecard is manually triggered through a form submission.
Execution flow
Section titled “Execution flow”When triggered, the agent:
- Pulls client data from integrated systems
- Analyzes each system independently
- Applies algorithmic and LLM-based analysis
- Combines results into a unified assessment
- Generates and emails a one-page report
Caching mechanisms reduce unnecessary data pulls and improve efficiency.
Output and delivery
Section titled “Output and delivery”The agent produces:
- A one-page email report
- A customer health grade
- Executive-ready insights
Delivery method: Email
Recipient: The email address submitted in the trigger form
Data sources and analysis scope
Section titled “Data sources and analysis scope”Customer Scorecard aggregates data from four MSP platforms.
Liongard
Section titled “Liongard”- Environment visibility
- configuration and system intelligence
- security and operational signals
ScalePad
Section titled “ScalePad”- asset lifecycle and warranty status
- infrastructure age and lifecycle risk
SmileBack
Section titled “SmileBack”- customer satisfaction metrics
- service experience feedback
ConnectWise
Section titled “ConnectWise”- last 90 days of closed tickets (configurable)
- ticket sentiment from the customer perspective
- support trends and recurring issues
Each system is evaluated independently before results are synthesized into the final grade.
Report structure
Section titled “Report structure”Every Customer Scorecard report includes the following sections:
1. Overview
Section titled “1. Overview”A high-level summary of the client’s operational and technical posture.
2. Actionable items
Section titled “2. Actionable items”Clear items that may require attention or follow-up.
Focused on practical next steps rather than raw data.
3. Recommendations
Section titled “3. Recommendations”Strategic suggestions based on analysis.
Recommendations are only included when enabled or requested.
Smart analysis behavior
Section titled “Smart analysis behavior”Customer Scorecard delivers insight rather than raw metrics.
It:
- Synthesizes multi-system data into a unified view
- Applies LLM-based interpretation to highlight meaningful signals
- Evaluates support sentiment from the customer perspective
- Surfaces operational and technology maturity indicators
Configuration and rules
Section titled “Configuration and rules”The agent includes configurable behaviors:
- Caching controls to minimize redundant data pulls
- ConnectWise ticket lookback window (default: 90 days)
System mapping requirement
Section titled “System mapping requirement”To ensure accurate analysis, MSPs must maintain a mapping table linking each client across:
- Liongard
- ScalePad
- SmileBack
- ConnectWise
This ensures data integrity and correct report generation.
What Customer Scorecard does not do
Section titled “What Customer Scorecard does not do”Customer Scorecard is not:
- A real-time monitoring tool
- A replacement for PSA or RMM platforms
- A multi-system analyzer beyond the supported integrations
- A recommendation engine unless recommendations are enabled
Implementation context
Section titled “Implementation context”Built with:
- Synthreo DCS
- Synthreo Builder
Deployed on:
- Synthreo ThreoAI
Summary
Section titled “Summary”Customer Scorecard provides:
- A unified client health grade across multiple MSP systems
- Executive-ready insight delivered in a one-page report
- Sentiment-aware support analysis
- A structured foundation for strategic account management
It transforms fragmented operational data into a clear, decision-ready client health snapshot.