The Companies tab serves as ServiceAI's client intelligence center, transforming raw client interaction data into strategic relationship insights that drive both account management and AI deployment decisions.
This section provides MSPs with comprehensive analytics on individual client relationships, service patterns, and AI readiness at the organization level that directly impact both revenue retention and automation strategy.
- The Strategic Purpose of Client Relationship Analysis
- Understanding the Companies Grid
- Individual Company Analysis and Intelligence
- Available Actions and Business Impact
The Strategic Purpose of Client Relationship Analysis
The Companies tab converts client interaction history from your connected ticketing/PSA system into predictive relationship intelligence that helps MSPs identify account risks, growth opportunities, and service optimization needs before they impact revenue or client satisfaction.
Support Strategic Client Segmentation
- Company analysis provides concrete data for categorizing clients based on service complexity, satisfaction patterns, and AI deployment readiness, enabling MSPs to tailor service approaches and resource allocation to different client tiers.
Accelerate AI Deployment Planning
- By analyzing company-specific ticket patterns and user satisfaction levels, MSPs can systematically identify which clients are ready for AI-powered support and which require continued high-touch human service approaches.
Optimize Resource Allocation and Pricing
- Client performance data helps MSPs make informed decisions about service level agreements, pricing adjustments, and resource investment based on actual service delivery patterns rather than assumptions.
Understanding the Companies Grid
The main companies grid displays all client organizations imported from your connected PSA system in a filterable, sortable format that provides at-a-glance visibility into your client portfolio performance and relationship health.
About the Company Grid Columns
Some of the companies grid columns include:
- Name: Client organization names for direct identification
- AI Ticket RPS: The average ticket RPS for tickets associated with this company.
- AI Agent RPS: The average agent RPS for MSP agents working on tickets associated with this company.
- AI Requester RPS: The average requester (user) RPS of this company's specific users.
There are many more grid columns that you can customize to your preference to set the portal to look exactly the way you want, which provides the most valuable client relationship data to you at a glance.
Customizing the Companies Grid to Your Preferences
MSPs can personalize the companies grid to match their account management workflow needs:
Adjust Columns: Click the Settings icon to edit the standard view and add, remove, or reorder columns based on the information most relevant to your client relationship analysis needs.
Create Custom Views: Click on the Settings icon and select the New View button to create specific column configurations and combinations for different types of analysis (e.g., "At-Risk Clients" or "AI Deployment Candidates").
Note that custom views are user-specific and not shared between team members, allowing each account manager to optimize their individual workflow.
Individual Company Analysis and Intelligence
Clicking on any company opens ServiceAI's comprehensive client intelligence interface, providing several key analysis areas:
Company Details Pane
This pane provides essential client information with critical relationship management tools:
- Name: The name of the company that you've selected.
- Tags: ServiceAI-generated tags to help categorize the client by industry and product usage.
- Teams: The MSP agent teams within ServiceAI that this company is assigned to.
- Favorite (star): Click the star icon to pin this company to your personal Favorites. Favorited companies appear in the sidebar Favorites group and on the /favorites page for one-click access. Favorites are per ServiceAI account, so each team member maintains their own list.
- Tickets By User: A visual pie chart of the users within the company who have submitted tickets within the last 180 days.
- Word Cloud: A word cloud pattern showing common issue patterns and support request themes for this client. This is summarized by the AI based on the ticket subject lines from the company's tickets that ServiceAI has access to.
- Tickets by Time of Day: Shows ticket submissions by time of day (in 3-hour blocks) to show trends of the most active times for that company.
AI Insights Pane
This pane provides core intelligence showing company-specific RPS scoring with strategic business context:
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Company-Specific RPS Scores: Relationship metrics tailored to this client organization:
- Ticket RPS: AI's confidence in handling this client's typical tickets - higher scores indicate good AI deployment candidates, while lower scores suggest a need for additional documentation or indicate complex client requirements.
- Requester RPS: Average satisfaction/sentiment of this company's users with your service desk - helps identify friendly vs. challenging client relationships and potential retention risks.
- Agent RPS: Your MSP agents' average performance when working with this client - identifies coaching opportunities or client relationship issues that may require management attention
- AI-Generated Root Cause Analysis: Automated insights providing relationship recommendations, service optimization suggestions, and strategic account management guidance. If you are missing insights in this section, select the Analyze with AI button to generate this text.
Company Rules Pane
Customization area for client-specific AI behavior and service approaches:
Custom Agent Mode Rules: Define company-specific AI Chat responses in Agent mode, including communication preferences, tone adjustments, and contextual overrides to improve client satisfaction and tailor the AI experience to match this organization's culture and expectations.
Want to learn all about how to set up Orion Assistant with rules? Click here to learn more.
Recent Tickets Grid
Direct access to the latest tickets from this company in a convenient grid format that is more compact than the full-sized Tickets view grid:
- Ticket ID: The ID of the ticket from your PSA/ticketing system.
- Subject: The title of the ticket from your PSA/ticketing system.
- Date: The date when the ticket was first opened, according to the PSA/ticketing system.
- Status: The current status of the ticket, pulled from the PSA/ticketing system.
- RPS: The average RPS score, overall, of that ticket (agent, responder, and ticket RPS averaged here).
Selecting any specific ticket takes you to the specific ticket within ServiceAI for further analysis.
Related Articles Pane
- Related Documentation: Access to any client-specific documentation created for this organization's unique requirements or configurations.
This section is best used in conjunction with an integration, like IT Glue, where client-specific documentation may already exist. This is to assist agents with troubleshooting and supporting this company's specific requirements.
Users Grid
Individual analysis of people within this client organization in a compact grid:
- Name: The name of the specific user within the company.
- Ticket RPS: The average ticket RPS of the user within this company.
- Agent RPS: The average agent RPS of the user within this company.
- Requester RPS: The average requester RPS of this user.
- Total Tickets: The total number of tickets associated with this user within this company.
Selecting any specific user will take you to their user profile within ServiceAI for further reporting.
Available Actions and Business Impact
ServiceAI provides several account management tools that transform client relationship data into strategic business development opportunities.
Favorite a Company
Pin the client organizations you work with most often so they are always one click away:
How to Use: Click the star icon in the Company Details pane (or in the Companies grid row, when the Favorite column is enabled) to add the company to your Favorites. Click the star again to remove the pin. Favorited companies appear in the sidebar Favorites group and on the /favorites page. Favorites are stored per ServiceAI account, so each team member maintains their own personal list.
Business Impact: Cuts navigation time for key accounts, escalations, and at-risk clients, and keeps high-value relationships in front of mind without changing any shared data.
Test AI Training for Client Context
Validate AI responses using this company's specific context to ensure deployment readiness:
How to Use: Click Test AI Training in the Company Details pane to launch AI Chat Sandbox. This will impersonate a generic user within this company, allowing you to preview exactly how end users from this organization would experience AI interactions (applying both global and company-specific Orion Assistant rules in the chatbox).
Business Impact: Reduces risk of poor AI experiences with specific clients by enabling pre-deployment testing, ensures AI responses match client culture and expectations, and builds confidence in client-facing AI rollout decisions.
Create Company-Specific Agent Mode Rules
Customize AI behavior to match individual client requirements and preferences:
How to Use: Navigate to the Company Rules pane and click Add Rule to create client-specific AI behavior modifications such as communication style, technical detail level, or escalation preferences (ex, for this company, never sell directly. Always offer a Tier 2 technician for support calls instead of starting with Tier 1 tech).
Business Impact: Enables personalized service delivery that strengthens client relationships, improves satisfaction scores through tailored interactions, and supports premium service differentiation for high-value accounts.
Share Company Intelligence
Distribute client analysis to account managers and sales teams for coordinated relationship management:
How to Use: Use the Share button in the Company Details pane to email a comprehensive client analysis or create account management to-dos for team coordination and strategic planning.
Business Impact: Enables collaborative account management decisions, supports sales conversations with data-driven insights, and ensures consistent service approaches across different team members working with the same client.
Analyze Client Satisfaction Patterns
Use company-specific RPS trends to identify relationship risks and growth opportunities:
How to Use: Review RPS patterns and visual analytics to identify clients with declining satisfaction, increasing complexity, or strong AI deployment potential.
Business Impact: Enables proactive intervention for at-risk accounts, identifies expansion opportunities with satisfied clients, and supports strategic decisions about service level adjustments and pricing discussions.
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