Professional Services Template

• Overview
• Non-financial data required
• Professional Services Financial Metrics Page
• Effective Hourly Rate
• Utilisation
• Firm Billable - This Year vs Last Year
• Revenue per Employee
• Revenue to Wages Ratio
• Professional Services Customer Metrics Page
• New Customers
• Sales Conversions
• Average Revenue per Customer
• Customer Satisfaction Rating

Overview

The Professional Services template combines some of the key metrics professional services businesses should focus on. These metrics are split across the Professional Services Financial Metrics and Professional Services Customer Metrics pages in Spotlight. To make the most of the Professional Services template, you will need to:

1. Source non-financial data
2. Assign specific report codes to key accounts
3. Evaluate the formulas and customise using the formula builder if necessary. Some professional services businesses may measure these metrics differently due to seasonality, setup of accounts or other factors.

Non-financial data required

Most professional services metrics require financial and non-financial data. Therefore, you will need to collate and enter the following non-financial information (actuals and target) into Spotlight:

• New customers
• Total customers
• Sales leads
• Sales closed (this can be the same value as new customers)
• Customer satisfaction
• Time - billable (hours)
• Time - non-billable (hours)
• Staff - total

You can manually enter the data into the non-financial tab under Customise Data. Alternatively, enter the data into this Excel template and import it into Spotlight using the Excel import function on the Import tab.

Professional Services Financial Metrics Page

Effective Hourly Rate

Explanation: Measures the revenue gained from each available hour. Shows the actual hourly rate at which the organisation is generating revenue.

Formula: Trading revenue / time (billable hours + non-billable hours)

Report codes used: REV.TRA, TIM

Utilisation

Explanation: Measures the amount of time billed vs. the total amount of time available to be billed. This demonstrates the productivity of employees.

Formula: Billable hours / (billable hours + non-billable hours)

Report codes used: TIM.BIL,TIM.NON

Firm Billable - This Year vs Last Year

Explanation: All billable hours for the month.

Formula: Billable hours

Report codes used: TIM.BIL

Revenue per Employee

Explanation: Average revenue per month based on individual employees.

Formula: Trading revenue / Staff total

Report codes used: REV.TRA, STA.TOT

Revenue to Wages Ratio

Explanation: Measures how well a business and staff are performing. A higher ratio means that staff are performing less successfully. Also tracks the organisation's overall sales efficiency.

Formula: Revenue / (direct wages + overhead wages)

Report codes used: REV.TRA, EXP.COS.WAG ,EXP.WAG

Professional Services Customer Metrics Page

New Customers

Explanation: Shows the number of new customers per month compared to a target.

Formula: Number of new customers

Report codes used: CUS.NEW

Sales Conversions

Explanation: Shows the percentage of enquiries that actually end up purchasing the product.

Formula: Sales leads / sales closed

Report codes used: SAL.LEA, SAL.CLO

Average Revenue per Customer

Explanation: Shows the average revenue received per customer. Over time, you would want to see this growing as this indicates customers are spending more.

Formula: Trading revenue / total customers

Report codes used: REV.TRA, CUS.TOT

Customer Satisfaction Rating

Explanation: Measures the satisfaction gained from customers based on their experience of your services and products provided.

Formula: Customer satisfaction

Report codes used: OPR.CSR