Customer Scorecard

Automated Client Health and MSP Insight Agent

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.

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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.

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Who This Is For

Primary users:

• Account Managers
• MSP Leadership
• Decision Makers

Indirect beneficiaries:

• MSP service teams
• Clients receiving improved strategic guidance

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Prerequisites

Before deploying Customer Scorecard, confirm the following:

• API access is configured for all four integrated systems: Liongard, ScalePad, SmileBack, and ConnectWise.
• Each client exists in all four systems with consistent naming or identifiers.
• A client mapping table has been created that links each client’s record across Liongard, ScalePad, SmileBack, and ConnectWise. This mapping is required for accurate data correlation.
• An email delivery integration is configured in Synthreo Builder so the report can be sent to the requesting user.
• The trigger form is published and accessible to the intended users (account managers, leadership).

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How Customer Scorecard Works

Customer Scorecard is manually triggered through a form submission.

Execution Flow

When triggered, the agent:

1. Pulls client data from integrated systems
2. Analyzes each system independently
3. Applies algorithmic and LLM-based analysis
4. Combines results into a unified assessment
5. Generates and emails a one-page report

Caching mechanisms reduce unnecessary data pulls and improve efficiency.

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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

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Data Sources and Analysis Scope

Customer Scorecard aggregates data from four MSP platforms.

Liongard

• Environment visibility
• Configuration and system intelligence
• Security and operational signals

ScalePad

• Asset lifecycle and warranty status
• Infrastructure age and lifecycle risk

SmileBack

• Customer satisfaction metrics
• Service experience feedback

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.

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Setup and Configuration

Step 1: Configure API Integrations

In Synthreo Builder, configure API connections for each of the four data sources. Each integration requires the appropriate credentials or API token for the system:

• Liongard - requires a Liongard API key with read access to environments and inspectors
• ScalePad - requires a ScalePad API key with access to asset and warranty data
• SmileBack - requires a SmileBack API key with access to CSAT and feedback records
• ConnectWise - requires a ConnectWise Manage API token with access to companies, tickets, notes, and time entries

Step 2: Build the Client Mapping Table

Create a mapping table that links each client across all four systems. Each row should include:

• A common client identifier (for example the client name or internal account ID)
• The corresponding Liongard company or environment ID
• The corresponding ScalePad company ID
• The corresponding SmileBack company ID
• The corresponding ConnectWise company ID

This mapping table is the foundation for accurate report generation. Clients not present in the mapping table cannot be scored.

Step 3: Configure the ConnectWise Lookback Window

The default lookback window for ConnectWise ticket analysis is 90 days. To adjust this:

• Open the ConnectWise data pull step in the agent workflow.
• Update the date filter parameter to the desired number of days.
• A shorter window (for example 30 days) focuses on recent support patterns. A longer window (for example 180 days) captures longer-term trends but increases data volume.

Step 4: Configure Caching Controls

Customer Scorecard includes caching to reduce redundant data pulls. Review the caching settings:

• Set the cache expiration duration to match how frequently client data changes in each system. A typical value is 24 hours.
• Enable force_refresh if you need to generate a report with the latest data after a significant client event (for example a major infrastructure change or a CSAT survey response).

Step 5: Configure the Trigger Form

Publish the trigger form that account managers and leadership will use to request a scorecard. The form should capture:

• The client name or account identifier
• The recipient email address for the report delivery

Ensure the form maps the client name to the correct row in the mapping table.

Step 6: Enable or Disable Recommendations

The Recommendations section of the report is optional. To enable it:

• Enable the recommendations flag in the agent configuration.
• Confirm the LLM-based recommendation step is active in the workflow.

When disabled, the report contains only the Overview and Actionable Items sections.

Step 7: Test the Integration

Trigger the agent manually for a known client with data in all four systems:

• Confirm the report is generated and emailed to the specified recipient.
• Verify that data appears from all four sources (Liongard, ScalePad, SmileBack, ConnectWise).
• Review the Actionable Items section for accuracy.

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Report Structure

Every Customer Scorecard report includes the following sections:

1. Overview

A high-level summary of the client’s operational and technical posture.

2. Actionable Items

Clear items that may require attention or follow-up.

Focused on practical next steps rather than raw data.

3. Recommendations

Strategic suggestions based on analysis.

Recommendations are only included when enabled or requested.

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Configuration Reference

Setting	Default	Description
ConnectWise lookback window	90 days	Number of days of closed tickets to include in the analysis
Cache expiration	24 hours	How long cached data is considered valid before a refresh is triggered
Recommendations enabled	false	Whether the Recommendations section is included in the report

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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

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Troubleshooting

Issue: The report is missing data from one of the four systems.

Check:

• Verify the API connection for the affected system is active and credentials are valid.
• Confirm the client exists in the mapping table with a valid ID for the affected system.
• Check whether the cache is returning stale data. Use force_refresh to pull fresh data.

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Issue: The client is not found when the form is submitted.

Check:

• Confirm the client name or identifier entered in the form matches a row in the mapping table exactly.
• Check for spelling differences or extra whitespace in the form input vs. the mapping table.

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Issue: The report email is not delivered.

Check:

• Confirm the email delivery integration is configured correctly in Synthreo Builder.
• Verify the recipient email address was entered correctly in the trigger form.

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Issue: The Recommendations section is missing from the report.

Check:

• Confirm the recommendations flag is enabled in the agent configuration.
• Verify the recommendations step is active in the workflow and not bypassed.

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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

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Implementation Context

Built with:

• Synthreo DCS
• Synthreo Builder

Deployed on:

• Synthreo ThreoAI

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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.