There are a ton of things to consider and decisions to make when it comes to running a successful MSP. But have you stopped for a minute to consider how important it is to make sure you’re doing ...
There are a ton of things to consider and decisions to make when it comes to running a successful MSP. But have you stopped for a minute to consider how important it is to make sure you’re doing business with the right customer? We’ve discussed this topic before in webinars and on The BrightGauge Podcast, and it’s an extremely popular conversation in our community. In this 16-minute video, BrightGauge co-Founder and CEO, Eric Dosal, talks in depth about the customer characteristics that paralleled successful business relationships during the days he owned one of the largest MSPs in the South Florida market. In 5 years, Eric grew his MSP 10x and now he’s sharing the specifics you should be utilizing: from revenue and profit contributions to referral opportunities, client personalities, soft benefits and so much more. Some of the topics covered: breaking customers down into 4 buckets: A,B,C,D characteristics of customers for each bucket your game plan for each group ideas to move customers “up” to a new bucket To learn more about the topic of finding and understanding your ideal customer, check out our free webinar on demand featuring Richard Tubb or listen on the go with The BrightGauge Podcast.
We’re very excited to congratulate our co-Founder and President, Brian Dosal, on his 5-year BrightGauge anniversary! His product vision keeps us moving forward and constantly pushing to make our platform even better, so it’s certainly time for us to give the official recap of how he got here: The Early Days Brian grew up in the Miami area where he spent summers working in the family IT business, Compuquip Technologies. When the time came for college, Brian decided on attending Notre Dame where he would focus on Management Information Systems while also holding a position on the fencing team. We have a few laughs trying to imagine Brian in his fencing days, but we should also point out that he worked his way up to captain of the team and won a national championship during his time there. After graduating from Notre Dame, Brian joined IBM to work in their Central US Territory out of the Milwaukee area. It took about 2 years or so, but he finally decided that he’d had enough of “big corporate America”... Miami was calling and he decided to move back and join the family business full-time. He started in Sales and eventually ended up running the entire sales team while also starting the Managed Services division of the company with his brother, Eric. Most importantly while running Sales, Brian saw an opportunity to launch a software product to help MSPs manage their data. Founding BrightGauge Brian decided to leave Compuquip and focus on his ideas of bringing a MSP data solution to life. He became employee # 1 here at BrightGauge and literally did it all - sales, marketing, product management, operations, and everything else. Flash forward to today, and with the awesome team we’ve built these last few years, Brian is now able to focus on his passion of Product Management. He splits BrightGauge duties with Eric, and as a result Brian can be found at the helm of our Product Team: everything you see, click, and use within the product is his responsibility. From conceiving ideas to the design, planning, development, testing, and ongoing management of the product, Brian is the guy who manages it all. He has a real passion for building incredible software and he loves to help our customers improve their businesses by leveraging their data. Outside of BrightGauge In addition to leading our fearless Product Team, Brian is also an active Board Member and Advisor to the family’s other 3 businesses: Compuquip, Blue Wave Communications and Dosal Capital. When he’s not working on business stuff, Brian enjoys spending time with his wife, Jackie, and daughter Caroline. He also enjoys spending time outdoors and tries to play golf regularly, although with a growing software business and young family, it’s tough to do sometimes. Brian’s other claim to fame here at BrightGauge is being our in-house wine expert, with a nice cabernet usually on the top of his list. Our crew gets to enjoy some wine tastings with him from time to time at BrightGauge celebrations, and we thoroughly enjoy helping him explore his hobby! Jackie, Caroline, and Brian Please join us in congratulating Brian on a fantastic 5-year journey with BrightGauge. We can’t wait to see what’s coming up next!
Join us on Thursday, January 21st at 11:00am EST to learn about MSP Marketing Techniques and get ready to take your business to the next level in 2016! After several years in the MSP industry, our co-Founder and CEO, Eric Dosal, learned a thing or two about growing his company. In fact, he successfully grew his MSP business 10x in 5 years... and now he's ready to share the winning methods he used. Join us for a discussion about easy yet effective ways to drive leads and add deals to the pipeline for your MSP. Some of the topics we'll cover: - Understand how potential customers make their buying decisions - Simple technique for increasing referrals - No-cost solutions that will make customer communications a breeze - The best type of events to host - and so much more! No matter the size of your MSP, the ideas covered in this session are easy to implement and can be tailored to work with your time and budget requirements. So whether you’re the owner of the business or part of a Sales/Marketing team, we hope to see you at the next session in our ongoing BrightGauge Educational Webinar Series! To RSVP, click the image above or visit: MSP Marketing Techniques
On our latest episode of The BrightGauge Podcast we welcomed Brad Benner, the founder of SmileBack (formerly branded as Nex.to), known for their suite of smart tool integrations for use with ConnectWise. One of those tools is a CSAT measurement solution which we recently announced as our latest integration at BrightGauge. (Note: The podcast recording was made during the time that SmileBack was known as Nex.to, which is the brand you'll hear referenced in the conversation.) The conversation with Brad was unique because we first learned a bit about how he picked the solutions that Nex.to focuses on and then the process of bringing those ideas to life in the SaaS market. Then Brad offered us a comprehensive look at all aspects of Customer Satisfaction for Service Providers: the need for using a specialized CSAT tool, how Nex.to helps boost survey responses, the best ways to utilize CSAT data, and so much more. All About Customer Satisfaction (CSAT) for Service Providers: Episode Highlights Brad’s intro and background (0:59) How Brad picked the focus areas that Nex.to makes solutions for (4:12) The process of bringing an idea to life in the market (5:53) Being on the SaaS side vs. the consumer side of the business (7:38) A closer look at Nex.to’s Customer Satisfaction tool and customer base (8:52) Why customers are looking outside of their PSA for CSAT tools (10:24) Tackling low survey response rates (12:14) Getting enough data from a simple survey (13:42) What the most engaged companies are doing with CSAT data (15:42) Empowering customers with real-time data monitoring (19:57) Upcoming plans for Nex.to (22:04) Q&A: favorite business book, tools/resource to use as a business owner, why Brad picked Berlin for his new home, how to connect (23:44) Resources mentioned in the episode: The 4 Hour Workweek, by Timothy Ferriss Trello, project management app Zapier, integration connection tool To get in touch with Brad: SmileBack hello [at] smileback.io Want to find out more about The BrightGauge Podcast? Check out all the episodes here.
In our last look at Customer Satisfaction, we talked about the 4 main benefits of using CSAT to help keep a pulse on your customers. After all, that’s a fairly obvious use for feedback surveys. But when we speak to our community about the benefits of CSAT to help manage service teams, we usually encounter a bit more surprise and it seems that may be an angle that not everyone has considered. Here’s what you need to know about the benefits CSAT can have for your people: Pinpoint training needed for your team. Customer feedback can highlight areas where your team needs to be polished, whether the topic is more product knowledge, customer service training or even help in the sales process. Increase your team’s performance and accountability. Gathering customer feedback can provide constructive criticism to help push for better business decisions and drive continued learning. Boost morale and motivation. When the feedback is positive, it makes the team proud and confident about their work. We see this one all the time at BrightGauge when we share a positive comment - no matter how small. Everyone takes notice, smiles get bigger, and energy levels rise throughout the office! it absolutely makes our day to receive and share positive customer comments! Customer feedback is one of the most important parts of any successful business. With insights into what your clients think about your service, your team knows what they need to focus on at all times. To learn more about CSAT, how to monitor your customer surveys in real time, and keep a single view of all the metrics that run your business, check out our recent integration with SmileBack.
70+ Metrics for MSPs
Key metrics and accompanying formulas to help MSPs skyrocket growth and success!
Get your KPIs
In keeping our year-end recap theme going (see webinar and podcast roundups also), we couldn’t forget about the big accomplishments made this year when it comes to our platform. It’s safe to say that after an awesome year, our product is at its best of all time. Here are just a few of the major highlights that we wanted to share: 2-minute sync times There was an era in our history when the standard BrightGauge sync time was 15 minutes, but that’s ancient news now. Several months ago, we were thrilled to reduce our standard sync time to 5 minutes, but we also understood that some info needs to move even faster. So for those critical datasets, we were psyched about our new ability to offer a 2-minute refresh time! As a result, when a user logs into BrightGauge it automatically kicks off a complete sync so that you have the freshest data. But don’t worry, if nobody logs in for a few days, we’ll still sync your data at least once a day to make sure we’re ready for you when you do log in. Calculated Metrics Talk about a popular feature request! Calculated Metrics was at the top of our list when it came to suggestions from our community about ways to make BrightGauge a more well-rounded data solution. Now you can crunch calculations based on individual numbers (layers) you create. Plus, it has opened a ton of new ways to see your data with cool metrics like Kill Rate and 1st Touch Resolution %. QuickBooks Integration You can now combine your key financial data with the operational data from your PSA and RMM, giving you complete visibility into your business. Now, instead of having to wait for your accountants or finance team to pull the data, you can have access to your QuickBooks data in real time. Key metrics like the ones shown here: QuickBooks Sample Data. SmileBack Integration This one is for our ConnectWise users: now you have the ability to seamlessly track customer satisfaction (CSAT) feedback along with data from QuickBooks, your RMM and tons of other sources for a single view of all the metrics that help run your business. No more logging in and out, toggling windows or juggling multiple platforms. With BrightGauge + SmileBack combined, your customer satisfaction responses can be added directly to your dashboards: Deep Linking With Deep Linking, our users now have the ability to click certain fields which have been hyperlinked to drill directly through to the original datasource (Connectwise, Connectwise API, Labtech, & Autotask). For example, when clicking on a ticket number, users can now link directly back into Connectwise: Client Reporting Templates Here’s your answer to that dreaded "Why am I paying you?" question! With Client Reporting, you are now able to combine the data from your PSA and RMM, filter it down to the key information you want to share, and then set the report on an automated schedule so you don't have to worry about it. Get your templates now inside your BrightGauge at Reports > Templates. So, with several great milestones under our belt this year, you may be wondering how we’ll ever manage to top ourselves in 2016… stay tuned for more!
Let's start with a couple of questions: Why is customer feedback important to Service providers? How do customer satisfaction scores help you make better business decisions for your customers? From the vantage point of a customer, there have probably never been so many options as there are today when it comes time to pick a business vendor. Not only are there tons of options to choose from, but it’s also easier than ever to get testimonials (good or bad) from others who have worked with a given business. So as a Service Provider, what power do you hold that can help you ensure your customers are happy and therefore spreading positive, word-of-mouth referrals for your business? Enter Customer Satisfaction, or CSAT: a measure of the degree to which a product or service meets the customer’s expectations. Customer Satisfaction is tracked through survey responses and those results can be linked back to 4 main benefits to help keep a pulse on your customers as a Service Provider: Satisfied customers are loyal customers. Because CSAT survey results quickly identify any issues at hand, it also gives service providers a chance to resolve the problem before it blows up. This helps reduce churn which is key for any MSP, large or small. Identify ideal customers based on feedback. As we recently discussed in a podcast with Richard Tubb, not every customer will be a match for your MSP. By tracking survey results, you’ll not only realize which customers are the best match for your business, but you’ll also take note on the types of customers who cause the most pain… and avoid signing that service contract in the first place! Understand which products or services need to be added or improved. If you aren’t constantly asking for feedback, you may not realize that there’s room for an upgrade. Maybe it’s a new report, an additional service, or even a new process to be implemented - whatever the case may be, a survey can often be the fastest way to identify what your customers want. Turn customers into promoters of your brand. When your customers see that you take their opinions seriously, and work hard to keep them happy by addressing problems ASAP, they’re more likely to spread positive word-of-mouth reviews about your MSP! To learn more about CSAT, how to monitor your customer surveys in real time, and keep a single view of all the metrics that run your business, check out our recent integration with SmileBack.
What Gets Measured, Gets Managed If there’s one thing all companies have in common, it’s the 6 key areas they should be tracking in order to monitor the health of the business. In business school, you learn that you can’t manage what you don’t measure, and identifying important metrics are the first step in your corporate benchmarking. By identifying, measuring, analyzing and evaluating your programs, processes and procedures, and then implementing solutions for each, you’ll make great strides towards an important part of your growth and development. Key Performance Indicators (KPIs) are necessary and useful tools for businesses that want to track and monitor their growth... or identify their areas of weakness and opportunities for growth. A business that has a well-defined mission and vision, clearly defined goals, and strategies for improvement can use KPIs to evaluate and measure its progress. While every business has different priorities, the tools they use to measure their success and progress are often very similar. Generally, businesses are looking to evaluate their performance in the following areas: Finance Customers Sales Marketing Operations Employees In addition to reflecting your business priorities and goals, your KPIs must be quantifiable. Your data doesn’t mean anything if you can’t measure it, analyze it, and use the information to fine tune your strategies. Make sure your KPIs are clearly defined, transparent, measurable, and include a targeted goal for each indicator. Where to Start: Types of KPIs While businesses and organizations tend to organize their Key Performance Indicators around similar themes, the specifics of their data and metrics vary by industry and business. Common KPI models include: Quantitative Indicators, which are measured by a number. Qualitative Indicators, which cannot be measured by a number. These are sophisticated pieces of data, but can be very valuable if you need to get a handle on the “why” as opposed to the how of your questions. Leading Indicators can be used to predict the outcome of your process Lagging Indicators are used after the fact to reflect success or failure of your initiative. Input Indicators measure the resources used during the process, like staff time and cash. Process Indicators gauge the efficiency of the process, and are effective when measuring customer service initiatives, shipment strategies, and training. Output Indicators measure the success or failure of the process and are good KPIs for establishing marketing, sales, and human resources benchmarks. Practical Indicators work within existing company processes or infrastructure, and explore pieces of the corporate puzzle. Directional Indicators evaluate a company’s trend information; are they improving, declining, or maintaining. These benchmarks are often used to evaluate your company’s position in the industry and relative to your most director competitors. Actionable Indicators reflect a company’s commitment to change and course correction, and includes commitment to cultural change, environmental sustainability, or political action. Financial Indicators measure the economic stability, growth, and viability of the business, and are a good place to begin your KPI experiment. With an understanding of what types of measurements are available, and a clear plan for implementing an evaluation tool, you can fine tune your KPIs to measure specific areas of your business. Key Performance Indicators and metrics are not one size fits all, so you’ll need to adjust and fine tune your metrics to get the results you need and accurately reflect your business priorities. Featured Download: For more information on the 6 areas that businesses should evaluate, including finance, customers, sales, marketing, operations and employees, check out our KPIs for MSPs whitepaper: To download KPIs for MSPs, click here, or the image above.
We want you.... to Ask Us Anything! It’s tough to admit that we borrowed a page from the playbook of a politician. But give us a chance - we promise things get Better with BrightGauge! While the last few months have seen us all drowning in the media’s political coverage here in the U.S., our team was taking notes on how the candidates are interacting with their constituents. So when a few Town Hall-style sessions inspired an Edison-worthy lightbulb moment for us, we knew we were going to turn the idea into our most interactive webinar to date. If you’ve been spared from the television drama, a Town Hall meeting is an informal session where attendees are given the opportunity to ask the candidate or leader any burning question that’s on their mind. In this case, we invite our community to Ask Us Anything, and get answers to all of their BrightGauge questions: want to know more about product updates? have a feature request that would make your day? need some advice on the sales process? want to talk about marketing strategy? any questions are welcome here! Our team will be answering as many questions as possible during the live event, and if we run out of time before answering all the questions submitted, we’ll make sure to follow up with an individual email response. Please let us know you’re coming and submit your question now by clicking the image below to RSVP. We’re excited to see you there and who knows, we may even be as entertaining as the folks you see on tv!
This week is a huge milestone for us at BrightGauge, as we celebrate 4 years since going live! We knew we needed to mark this accomplishment with some kind of special feature release, and we figured 4 years of irony was long enough - we should go ahead and take care of the confusion. You see, with a name like BrightGauge people often assume that we should have an actual gauge somewhere in the platform… but to their disbelief, that has never been an option. So (drumroll please), today we’re thrilled to let our community know that we’re living up to our name! After hearing enough of the irony comments, we’ve released the first-ever update to our gauge styles with what is known as the Progress Gauge. The beauty of this new gauge is you’re able to set the minimum and maximum, and then set threshold on the color of the gauge as the number progresses. In the example above we can very easily see that our team of 4 engineers has a goal of 32 billable hours for each day (8 hours each, per day). By navigating to the “Design Settings > Min, Max” you can set the range for the Progress Gauge as shown below: Once you have your Min, Max set up, it’s time to add some Color Thresholds so that the gauge will change color as each threshold is achieved. So in this example, we have anything under 28 hours the gauge should be red: With this new Progress Gauge, you’re not only able to track the progress of your KPI but also introduce colors to make it easy to spot areas that need to be addressed. Here’s a real life example of how we use this at BrightGauge. Last month we announced our new Calculated Metrics feature and we are tracking how many of our customers have used the featured to understand the adoption rate. As of this blog post only 33% of our Advanced Plan customers have used this awesome new feature which means we better get the word out. So what are you waiting for? Get started on your version of the Progress Gauge, and let us know what metrics you’re tracking with it. And P.S. - if you have the Advanced Plan, dive on in! Calculated Metrics opens up a whole new world of possibilities with your metrics… and if it seems overwhelming at first, don’t forget that our Data Customization team is here to help (for free).
We’re thrilled to announce Deep Linking as the latest feature to the BrightGauge platform! With Deep Linking, our users now have the ability to click certain fields which have been hyperlinked to drill directly through to the original datasource (Connectwise, Connectwise API, Labtech, & Autotask). For example, when clicking on a ticket number, users can now link directly back into Connectwise: Deep Linking works in Drilldown (as shown above), List Gauges and Table Gauges We’ve always celebrated our ability to push our customers’ data to them, but now with deep linking we’re excited to give our community access to dive into more detail with just a simple click. Now there’s no more fumbling for separate logins when it’s time to go into an active ticket and email the resource involved or get more detail - just click and go! Have you tested our new deep linking feature yet? Tell us what you think!
