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Eric Dosal

Customer Success   |   Read

Maker vs. Manager: Why Scheduling is Key in a Hybrid Role

Over the past few months both my brother and I have been doing a lot of customer calls and really diving deep into better understanding what our customers’ challenges are and how we can better help ...
Over the past few months both my brother and I have been doing a lot of customer calls and really diving deep into better understanding what our customers’ challenges are and how we can better help them. I also recently covered sales while Larry was out of the office and speaking to our customers and prospects reaffirmed that one of the challenges I keep hearing about is time management. When I dove further into the topic with those customers I realized that I struggle with the same challenges as a CEO of a small but growing company. So I have been reflecting on the topic quite a bit the last few weeks, all the while researching different productivity hacks on how I can improve my output. But those were all minor solutions that didn’t really address the core problem. And then I came across Paul Graham’s very famous essay on Maker’s Schedule vs Manager’s Schedule, and it hit me, that’s IT! So today I wanted to share what I found out and what I’m doing about it as it may help each of you. First a little background... Like many of my customers, I wear a lot of hats, professionally. My main focus is being the CEO at BrightGauge, but as a small company (I no longer consider ourselves a "startup"), that doesn't just mean CEO duties, that includes a whole bunch of other things. I spend most of my time managing the Growth Team so I work on Marketing campaigns, helping with sales deals and pipeline management, following up on implementations and professional services work, etc. When I'm not focused on specific Growth Team tasks you can find me handling the finances and following up on past due accounts. And that’s just the BrightGauge stuff - there is also a portion of my time spent at our other family businesses Compuquip Technologies (Internet Security), Dosal Capital (Finance & Investments), and Blue Wave Communications (voice & data cabling). The Challenge So yes, I wear a ton of different hats. And I'm ok with the different hats as it keeps it interesting, however after reading Paul’s essay it struck me that my biggest challenge is bouncing from Maker (the doing) to Manager (the managing) because those are two completely different skill sets and approaches to work. As an example, some of my responsibility is to manage others and make sure we are aligned with our goals and heading in the right direction, that's Manager stuff. Then I also have to contribute to our blog posts, draft up content for our podcast, follow up on support tickets, jump on demos with customers... that's Maker stuff. Switching gears between the two is very difficult if you don’t properly plan for it. My Solution For now what I'm doing is blocking off time for each type of work and dividing my days as best as I can. So far it’s been a huge help and I’ve really been able to focus and feel a lot more productive. Here's a screenshot of my current schedule blocks: It’s not a perfect solution but I definitely feel progress and that I’m heading in the right direction. How you can apply this to your business Although you may not realize it, you might be experiencing the same challenge. It may not be exactly the same as me but instead related to splitting your time between managing the team, still billing those legacy clients that depend on you, doing the vCIO work for your big clients, or making sales calls, etc. Depending on the size of your business and the ability (time and financial) to hire more resources you may have to stay in a hybrid role. The key I’ve found is to identify how you work best in each role and make sure you're mentally prepared and focused for each.
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5-Point Checklist: Hosted vs. On-Premise BI Solution

Let’s face it, the cloud is here to stay! And I can really feel a big shift within our customer base as the cloud becomes more prevalent in small to medium businesses. Back in 2013, when I was doing every demo before we had a rockstar like Larry Garcia on board, answering questions about BrightGauge being a hosted platform was commonplace. Flash forward to today, and in the conversations we’re having now with prospective customers, the topic of hosted being a negative rarely comes up. As a matter of fact people see it as a huge benefit. We are no longer having to deal with objections because we are a hosted provider and can jump right into how we can make an impact on our customer’s business. Here are the Top 5 benefits we hear from our customers about using a hosted platform: No Overhead to Manage When you leverage a hosted solution, it limits the overhead (physical and personnel) that you need to deploy or manage. The days of having an on premise solution where you need to download an application and load it on a device physically in your office are way behind us. Not only does that take a ton of time to deploy but then it’s another piece of hardware/software you need to manage. As a small business, the less you need to deal with the better. Lower Costs: Implementation & Ongoing The pure nature of not having to manage anything locally on your network means you are bringing the cost to implement the application down. With no hardware to buy and no servers to purchase and set up, you’re also saving money on the labor hours for installation. When it comes to the ongoing maintenance and upgrades required for software, a subscription-based service will save money because there are no patches to install and no IT resources required since maintenance responsibilities fall to the service provider. If you need more proof about the cost scale, don’t forget that a quicker implementation means a quicker Return on Investment. Hosted solutions can often be up and running in days or weeks, compared to the old-school traditional implementations which can take months on end. Security of One vs. Many One of the breakouts I enjoyed at the Gartner conference earlier this year was around the cloud and security. I’m not suggesting the cloud is 100% secure but cloud providers have a lot more to lose and lot more resources to dedicate to security because they are protecting many customers, not just you. So you get the benefit of their expertise without having to deal with it yourself. Scalability Leveraging the infrastructure of a hosted provider allows you to tap into their ability to scale up (or down) as needed. Most Software as a Service (SaaS) providers make it very easy to scale their platform to meet the needs of their customers. At BrightGauge we pride ourselves on the ability to offer a solution that meets the needs of a small company with less than 5 employees but also scale to meet the needs of our larger customers with 200+ employees. Easy Sharing With an internet-based solution, users can easily share their data. So whether they’re working with a customer, on a team project across multiple office locations or even with a teammate in the field, location will never hold back sharing capability. It’s a fact. The cloud is here to stay (along with hosted software platforms) and will only continue becoming a more regular fixture in our technology stacks. When it comes to selecting the best BI solution for your company, my advice is to start comparing your choices based on these 5 key business benefits. Once you can weigh the pros and cons of overhead, costs at hand, security, scalability and ease of sharing, you’ll be able to select the best match for your software needs.

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Introducing our Data Customization Team

If you’re a regular reader of the BrightGauge blog then you know we’ve been making a lot of investments in our team lately. Since April we’ve grown from 7 employees to 12 full time plus we’re looking for lucky #13 (Front End Developer). This was a decision Brian and I felt was critical to make now as we felt the timing was right to take the company to the next level. So we hired Kristian in Support, Lisette in Support (short term), Amanda in Marketing, Jason in Product Design, Adam in Product Development and promoted Larry to Director of Sales and Orlando to Director of Engineering. One of the most exciting investments we made was our newly established Data Customization Team made up of our former Support Guru Randall Berg and a new team member Rick Aquilia who joined us in May. The Data Customization Team’s one and only mission is to help our customers get the data they need the way they want to see it in BrightGauge. That’s it! Why Invest In Data Customization After doing an in depth analysis of why customers end up leaving us, we found the biggest reason is “No Time To Implement / Not Using” (spoiler alert: this is usually the top reason any SaaS company loses customers). Rather than accepting this as a norm we decided to ATTACK this challenge and help our customers get fully implemented. We know data isn’t a “one size fits all” and as much as we build templates and default gauges, reports, dashboards it’s never enough. Everyone still needs a little customization here and there. Well now we are staffed up and ready to handle this type of customization. What we learned from talking with our Customers As much as we try to automate, implementing a data analytics solution isn’t “plug and play” and still requires involvement from our Customer. Our most successful customers are the ones that from the moment they start with us get BrightGauge fully implemented and customized the way they want to use it. The larger customers tend to have resources that they can dedicate to setting up BrightGauge versus the smaller customers who typically rely on our templates and defaults. Upon learning this we decided to make data customization available to every customer no matter whether they have the resources or not! They are with you from the beginning... Upon signing up with BrightGauge you will be assigned a dedicated implementation manager. This person is your single point of contact to get BrightGauge up and running. We don’t just send you online documentation and make you wait in a support queue. Your implementation manager will work with you to make sure you get data flowing properly and then schedule time with you to provide one on one training and any customization you may need. And available for you at any time... As you get more and more familiar with BrightGauge you may want to make additional changes or add additional customization and our team is here to support you. If you have any questions related to your data, inaccuracy in what you’re seeing, ideas you want to implement and don’t know how, or maybe just to discuss any new best practices we have released, this team is standing by to help. And we limit the investment you have to make to work with them... A popular question we get is around the cost to engage our Data Customization Team, and the answer is: there is ZERO COST to engage with our Data Customization Team. Full disclosure, the team is focused on customizations of your current set up but we do have limits and if you’re looking for some very unique customization or heavy SQL work we’ll have to engage our Professional Services Team. The good thing is we don’t do any work (billable or not) without your approval so as you come up with ideas please let us know. The entire BrightGauge Team is committed to making our customers successful by helping them tackle business problems through leveraging their data. This is just one of the new and exciting ways we’ve implemented to make this happen. If you want to learn more about how our Data Customization Team can help you, please reach out to us via support and we’ll make sure to set up a call with you.
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The Dashboardery: A Collection of Dashboard Configurations

One of the most popular questions we get from our customers and prospective customers is “what metrics do you recommend?”. That’s such a difficult question to answer because the reality is, it all depends on the questions you’re trying to answer and goals of your business. That being said we still want to be able to share some ideas from our customers with our community, so in order to help with that we have put together the BrightGauge Dashboardery. As you can see, we give you the ability to filter down the samples based on your role within the company, the data source integration, or you can just view the templates we have to offer. Our goal for The Dashboardery is to be a single place of inspiration for dashboard and metrics ideas. Have an awesome dashboard that you want to share with the BrightGauge community? We love to see our customers giving each other advice on the metrics they like using best and how they have designed their dashboards using those metrics. Just send us a screenshot of your dashboard and we’ll take care of the sharing (plus we’ll return the favor by sending you BrightGauge swag). The Dashboardery also allows us to show “what’s possible” with BrightGauge and gives our customers a jumpstart on ideas to get the most value from their data. From our research with customers, the most popular dashboard use cases are for tracking KPIs, setting up threshold alerts using color-changing gauges to identify areas to address, or even increasing competition/performance within the team. As an added bonus, we have even heard from a few of you that having the dashboards hanging on your wall results in extra credibility when potential new clients stop by to take a tour. Clients love to see the quality control aspect of monitoring data with a dashboard in real time. Not a bad way to help close the deal when prospects are comparing service providers! So what are you waiting for? Take a look at some of the dashboard examples here and start getting inspired. When you’re ready to share your creation, you know what to do! July 2018 Update: We're working on a new Dashboardery tool and will have a new version up soon. In the meantime, checkout more information on BrightGauge Dashboards here.
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4 Pillars of Business Analytics

A few weeks ago I wrote a brief summary of our trip to the Gartner Business Analytics Conference in Vegas and shared the 4 main themes I walked away with from the conference. The Four Pillars of Business Analytics was one of those takeaways and something I’ve been thinking a lot about recently. I wanted to expand more on each one because I think these pillars are going to become more and more important in each organization, regardless of size. Data Business users want access to more and more data. And not just from inside the organization from traditional databases. Business users want to include data sources like social media data and real time geo-location data. Being able to harness all the data available and serving it up to the business user is a critical base component to a solid strategy. People As Business Analytics moves away from a centralized model and towards a decentralized model via a more self service design, the people need to be trained and empowered to know how to use the data. Gwyn Thorn, Lead for Analytics and Visualization Team at Shell told the audience she has 11,000 employees using their Business Analytics solution with 400 additional coming online every month. They spend a lot of time training people to make sure they have the skills they need to use the tools provided. Process Is more for the entire organization and embracing a “fact based” or “data driven” culture. A culture where data intuition is important but not the only factor and users leverage data to make business decisions. Since this is still a relatively new industry there is still a lot of education on “why Business Analytics is important” and how you can increase the business returns because of it. The biggest hurdle is accepting and understanding that information is an asset and a powerful one for any company. Technology Tools need to become more and more open and companies are constantly evaluating how to use best breed of tools to get the results they need. The main point from the technology perspective was to make sure you build a flexible architecture that can be easily adapted. They used the term “agile” repeatedly to express the importance of being flexible. It seems that this pillar is what is driving the higher adoption of cloud vendors because they are easier to deploy and in the event you have to swap them out, they are easy to replace without breaking up the entire stack.

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Larry Garcia Promoted to Director of Sales at BrightGauge

On behalf of the entire BrightGauge Team we are extremely excited to announce the promotion of Larry Garcia to Director of Sales! Before BrightGauge After graduating from Florida State University, Larry moved into regional sales positions for mutual fund subsidiaries at Merrill Lynch and Deutsche Bank. It was during this time where he realized his first (business) love - connecting with customers and advising them on their financial needs. When the need for change came calling, Larry spent a few years following another passion of his, teaching. His first stint in education brought him to Zamora, Spain where he taught high school English before heading back to Florida to instruct 7th grade Civics classes in Miami. While Larry enjoyed teaching, he also realized that he wanted to get back to the business world and was looking for an opportunity to jump into sales. [Enter BrightGauge.] The BrightGauge Era Larry started at BrightGauge as a Business Analytics Specialist and quickly worked his way up, becoming our Lead Business Developer. A man with many hats, Larry spent that time helping us build out our sales process, lead our roadshow events, and helped drive our sales campaigns. So, it was natural that when Larry’s experience at BrightGauge was combined with his unique ability to connect with customers, all signs pointed in the right direction… we knew he would be the perfect fit to become our Director of Sales! Looking forward As Director of Sales, Larry will now be fully responsible for the sales performance of the BrightGauge team including our customer acquisition strategy and revenue growth. And since teamwork is at the core of everything we do, he will also work directly with our Marketing crew to build our growth strategy. After-hours... When Larry is not following up with prospects and customers or crushing demos, you can find him enjoying the outdoors with his wonderful wife Celine. Larry has a passion for traveling and enjoys visiting Colombia, Spain, and France when the opportunity arises. Larry is also an avid triathlete and endurance athlete. Please join us in congratulating Larry as he grows with the BrightGauge team!
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Amanda McCluney joins BrightGauge as Marketing Coordinator

BrightGauge is excited to announce the latest addition to our Growth Team, welcoming Amanda McCluney as Marketing Coordinator! The Early Days Born and raised in North Carolina, Amanda packed her bags and headed for sunny skies in 2008, searching not only for better weather but also a more exciting place to live. But let’s back up for a minute and note that prior to the move, Amanda graduated from The Art Institute with a major in Interior Design. After school, she joined well-known design house Brunschwig & Fils but a few years in the industry came with the realization that she wanted to focus on other career opportunities. After a brief stint with a sports-industry publisher, she hit the road to Florida. Fast forward to the last few years where Amanda’s most recent adventure was Marketing Coordinator at AFS Acceptance, an automobile finance company in Fort Lauderdale. She loved the opportunity to build their social media platforms, manage internal and external communications and launch their business blog - but she also knew she wanted the opportunity to dive further into marketing. Especially if that opportunity came with a focus on the inbound methodology. Then BrightGauge crossed her path.... A New Chapter at BrightGauge Amanda’s days as Marketing Coordinator at BrightGauge will focus on creating our brand strategy and content. She looks forward to the opportunity to continue polishing her writing skills and helping us achieve our growth strategy. When we asked her about the best part of being a member of the BrightGauge team, it was clear that she’s excited about our close-knit group, learning an industry that’s new to her and also using some incredible resources and tools to accomplish her marketing goals. On a Personal Note Outside of the office, you’re likely to find Amanda making the most of all there is to do in South Florida. There’s always a new restaurant, a beach, an art event or a new wine bar/brewery to check out! Amanda also enjoys donating her time to volunteer efforts in our local community. Her time at home is always filled with entertainment courtesy of her nosy but well-meaning dog, Nina. We’re happy to have Amanda on board with the BrightGauge team and look forward to seeing her accomplish big things here!
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Part 2: Lessons Learned from Starting, Growing & Selling our MSP

This is the 2nd post in a series of 6 based on a talk I gave titled 6 Lessons Learned from Starting, Growing and Selling my MSP Practice which has become my most popular topic when asked to speak. You can read about the first lesson here and download the complete slide deck here. Lesson #2 is on the importance of Investing In Customer Success. Customer Success was at the core of our growth strategy at our MSP and continues to play an important role at BrightGauge, especially during our biweekly team meetings. Customer Success may seem like a cost center but done properly it can be an incredible revenue generator and dramatically cut down churn. In this 8 ½ minute video I dive deep into how the main goal of Customers Success is to exceed customer expectations and how they can help grow your revenue. Video Timeline 0:00 - Introduction 2:48 - Investing in Customer Success 7:00 - Resources to Learn More
Customer Success   |   Read

Part 1: Lessons Learned from Starting, Growing & Selling our MSP

Last year I gave a talk on 6 Lessons Learned from Starting, Growing and Selling my MSP Practice and it has become my most popular topic when asked to speak. Several people have asked for a copy of the slide deck (you can download here) but I took it one step further and recorded the presentation to share with our BrightGauge community. The entire talk is pretty long so I broke it up into sections and below is Lesson #1, Put a Sales Process in Place. This is a topic I’ve shared before on this blog when I wrote about the 4 Steps of a Successful Sales Process and its a main theme in our Sales Best Practices Series. In the video recording I expand more on the topic sharing about how we turned this sales process into a machine for us to grow. To learn more best practice tips on how we grew our MSP 10X in 5 years please join us for our upcoming webinar => Sales Best Practices on May 13th at 11:00AM EST
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5 Key Details You Need For Every Sales Opportunity

An opportunity without all the necessary information and data points is NOT a true opportunity. I’ve written before about how important a sales process is for your organization, and here is one of the next steps you need to take to elevate your sales process to the next level. Removing the "clutter" from your sales pipeline helps you more effectively evaluate the opportunity and helps you identify the most lucrative and well qualified leads. I've always managed my pipeline in the same way, and it's been extremely effective for me. One of my cardinal rules is all the data for an opportunity must be completely filled out before I consider it a true opportunity. Let me break this down a bit more with 5 critical components. Opportunity Type This is a critical piece of data. If your team is very good at predicting closure dates, you should be able to better plan your delivery capacity. Another way to track this information is to look at how this type of revenue has closed historically. Getting a feel for the trend information about this specific opportunity is a good way to determine future outcomes. If you need a refresher on revenue types, check out an earlier blog post on why revenue by type is a KPI you need to monitor, which details how we leverage that information effectively. Opportunity Amount In order to effectively fill in this type of data, you may need some help from another team member or resource to get the most realistic price points. For example, you may need some engineering support to help you scope the amount of hours for an infrastructure upgrade or back-up software deployment. You also need to determine if the opportunity is reasonable and realistic. I used to have a sales rep who would list out "Network Upgrade" because he constantly heard that buzzword during the meetings. Unfortunately, an upgrade could cost over $20,000, depending upon the sophistication of the network, so until the amount is better qualified it’s tough to judge it’s validity. Opportunity Next Step In an earlier post, I described how creating and enforcing a sales process that included a next step increased my closure rates by 40%. In my experience, this is the most important part of the opportunity. Opportunity Status You need to be well aware of the status and progress of every opportunity within your sales process and be able to identify when an opportunity might be "stuck". Some companies create a complicated process with a ton of steps, but I believe you can streamline this process into four steps, Connect, Qualify, Evaluate, Decision. Opportunity Expected Close Date Have you ever reviewed the opportunities in your pipeline and realized they all have the same month's end close date. If and when the deadline passes, you or your sales team simply updates the Expected Close Date to the next month's end. If you're not experiencing this then your sales team is meeting every close date and is the greatest on the planet. I know its difficult to predict close dates, and the power tends to lie in the customer's hands, but it's important to have estimated close dates. Accurate estimated close dates help you better manage your long and short term resources. None of these steps are rocket science, but they do require discipline and organization in order to ensure all the steps are completed properly and the data points are filled out. If nothing else, these simple steps will encourage your sales team to input only real opportunities, force your sales reps to properly qualify the opportunities by investigating and documenting the right information, and be more thoughtful before slapping a bunch of random items into your pipeline. Organizing your sales process takes a little planning, but eliminating excess information and clutter from your sales pipeline allows you and your sales team to focus on the most qualified opportunities.
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6 Ways to Make Metrics Useful to Your Business

With the increase of measurement processing, recording and entry into databases, metrics have become integral for every business. Metrics applied to measuring customer acquisition, retention rates, service efficiency, and time entry give businesses information to act with confidence. With so much information, having the right tools to interpret data is extremely important. Metrics, often overwhelming, are usually relegated to big companies with big budgets and mathematicians on staff. With the right software, metrics do not have to be overwhelming or require programmers and engineers on staff. Companies like BrightGauge offer solutions that provide the following six ways to increase the usefulness of metrics to your business. Access your businesses data: Servers, cloud hosting sites and many other programs generate data. The right software will bring all these data streams into one location. Consolidate data: Data can be overwhelming. The right software takes the different measurements, statistics, and single pieces of information; it organizes the data so that you can use it. Allow for customized metrics: Applying different metrics to data quickly and efficiently is one of the most powerful aspects of high speed computing and big data. Intuitive metric management: Customized metrics can overwhelm the average user if it is not managed intuitively. Software that manages metrics needs to be intuitive so that small businesses can tap into their data without excessive training fees or staffing. Create unique, custom visuals: Humans process most of our information visually. To communicate from a data to a human, the metrics need to be presented visually. Good software will make metrics visual to the user. Generate useful reports: Visuals are enhanced greatly when data is organized and reported. With the right tools, your business can make use of the data that your current software and management tools are generating constantly. To be able to access, organize and review data is highly valuable. Metrics do not have to overwhelm you, there are many solutions available to give you the tools to use metrics to your advantage. To learn how you can Improve Your Business with KPIs please download out latest white paper:

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How to Generate Powerful Autotask Reports

You know what clients love? Partners who are trustworthy and transparent about what they’re doing. Know what’s even better? When that foundation is set naturally, without clients having to ask. It’s likely a priority of yours to foster a really strong sense of trust between you and your clients, which is great. Trust breeds long-term relationships and repeat business, putting you on a path towards success. And a really simple, yet powerful way to build that trust is to get in the habit of consistently sending out client reports. It’s not as tedious or time-consuming as you may think, and the payoff is substantial. Determining what to report on Let’s say you’re using Autotask Professional Services Automation to track your support tickets, SLA data, engineers’ hours, and more. That’s some pretty important data! How do you show your clients what you do with that data to keep them running efficiently? This is where Autotask reports come in. Consistent reports give you the opportunity to visually display your value to your client and reinforce the reasons why they are paying you. Autotask reports also show that you’re proactive and committed to helping them run their business - a.k.a., you’re a partner, not just a service provider. However, while we are clearly in support of showing off your data management skills, we should caution against dumping too much Autotask data (or any data) on your clients. The key is to choose the right data. There are a few questions to ask yourself whenever you’re choosing the Autotask data to report on: How does this fit into my client’s SLA? Referring to the SLA you and your client agreed upon is an excellent way to refresh yourself on what matters to them. For example, if the SLA specifies a satisfactory support ticket response time, you’re going to want to include your Autotask Average Time to First Response on each report you send. Does this impact my client’s bottom line? Only include the Autotask data that’ll have the most impact to each specific client. They may not need to know nitty-gritty details like Hours Today by Engineer, but would probably appreciate an update on Projects Opened vs. Closed. Am I spending significant time on this? If it’s not something that matters a whole lot to you, it’s not likely to matter a whole lot to your client. Remember, this is an opportunity to report on your value, so show off Autotask data that you spend a worthwhile amount of time on. Once you’ve got your data ironed out, you can start pulling your Autotask reports together. A little help goes a long way You’re really busy. You don’t have 8-10 hours a week to spend on compiling reports. And no one says you have to. Using a business intelligence tool like BrightGauge can help you get your Autotask reports out with very little work on your end. First of all, BrightGauge takes all your Autotask data (plus data from your RMM, BDR, security, finance tool, etc) and puts it up on one seamless dashboard, so you can keep an eye on the metrics that matter to you in real-time. Then, when it comes to building reports, the whole process is automated and can be set up in just a few clicks. When you connect BrightGauge + Autotask, your account will come pre-loaded with 8 report templates to get you started, including Daily Member Scorecard, Weekly Project Work Summary, Service Calls, Sales Daily Wrap Up, and more. You can open one of these templates, personalize it with a client logo, choose your client recipient(s), and then schedule the report to automatically be sent out at the frequency you choose (like every Monday at 8 a.m.). If you’d rather build a report from scratch, it’s just a matter of dragging and dropping the data you’re already tracking into the report template, and then personalizing it and scheduling it out. It’s honestly that simple. And the reports look clean, professional, and digestible. Once you get your Autotask reports scheduled, you can rest easy knowing they’re automatically being delivered to your client’s inbox every week/month/quarter and that your client’s can rely on you and trust you to receive this information. High-five! By the way, in addition to 8 report templates, you’ll get almost 200 default KPIs and 9 pre-built dashboards to get you started. Some KPIs include: Amount on Invoices 90 Days Past Due Average Time to First Response Average Time to Resolution Breached SLA Summary Per Resource Customer Satisfaction This Month Leaderboard Opened vs Closed Tickets Project Phases - Current Month Tickets Assigned by Tech Tickets Completed This Week Leaderboard Tickets by Issue Type Watch this video to learn more about setting up and sending out reports. If you’d like to add Autotask to your stack of BrightGauge datasources, please contact us today.
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Dashboard of the Month: RMM Overview - Endpoints

Dashboards and reports play a vital role in streamlining data and extracting valuable insights. In the dynamic realm of endpoint management, it is imperative for Managed Service Providers (MSPs) to have real-time access to consolidated data from their array of tools, enabling swift action on behalf of their clients. Utilizing metrics not only aids in pinpointing areas for enhancement but also empowers them to enact precise strategies for advancement. In this month's featured Dashboard, we delve into RMM Overview metrics tailored to streamline endpoint monitoring and management. Our inspiration stems from a recent user showcase webinar featuring Nate Ginn, the Centralized Systems Manager at ESI Technology Advisors, who shared insights on leveraging ConnectWise RMM and ConnectWise PSA data for enhanced client management. Tune in to Optimizing Remote Monitoring and Client Management with Data to discover more on how Nate drives performance enhancements through data utilization. Nate and the ESI team rely on the RMM Overview dashboard to gain a snapshot into critical indicators like patch status, warranty updates, and disk space utilization, guaranteeing optimal functionality of their endpoints. This visual aid, shared among their team, helps them stay ahead of RMM tickets for prompt issue resolution as well. RMM Overview - Endpoints - view here. Here are some featured metrics: Ticket & Configuration Information - These segments organize RMM tickets based on their status, time spent, and attached configurations. It also offers a historical perspective on ticket volume, and provides insight into the endpoints and software under your management. Patching & Disk Space Utilization - These metrics provide valuable insights on missing patches, OS patch compliance rates, and disk space utilization percentages. These data points are crucial for addressing performance concerns and identifying potential security vulnerabilities. Thank you, Nate, for collaborating with us and sharing your valuable insights! Recreate in your BrightGauge RMM Overview - Endpoints Dashboard (public view link) RMM Overview - Endpoints Buildout Key Make sure to visit our library of more report and dashboard templates and please feel free to reach out to success@brightgauge.com with any questions!
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Report of the Month: Service Desk 30-Day Summary

Managed Service Providers (MSPs) play a vital role in ensuring the smooth functioning of their clients' IT infrastructure. One effective way for MSPs to showcase their worth and maintain transparency is by crafting monthly client reports. These reports can spotlight important metrics around ticket volume, response and resolution times, and customer satisfaction ratings, illustrating their dedication to meeting service level agreements (SLAs). For June's Report of the Month, we are excited to present a Service Desk Summary Report inspired by a recent User Showcase Webinar on Client Reporting Excellence featuring Scott Kingston, the Service Delivery Manager at Spark in New Zealand. This 30-day summary offers a comprehensive view of the services delivered in the past month. Utilizing dynamic filtering capabilities in BrightGauge, this report can also display data from the previous month, tailored to your reporting preferences. Scott and his dedicated team at Spark NZ diligently distribute their Caretaker Plus Service Desk Report on a monthly basis, providing both interactive drill-down features and a downloadable PDF version for convenience. These reports offer a detailed backdrop for their regular meetings and consistently showcase the tangible advantages and improvements facilitated by Spark's exceptional services. This not only validates their pricing structure but also strengthens their reputation as a reliable and valued partner. Service Desk 30-Day Summary Report - view here. Here are some featured metrics: Ticketing Information - This section offers a concise overview of active tickets, the 30-day history of both open and resolved tickets, and key performance indicators such as resolution rates and customer satisfaction scores (CSAT). Ticket Trends - This section categorizes tickets to easily identify trends. For instance, metrics include tickets by type, subtype, item, source, and ticket opener. Additionally, it provides insights to highlight potential problematic tickets, such as those with extensive time entries and an aging ticket summary. Open Projects & Managed Servers - Concluding the report with a brief summary of ongoing projects and the effectiveness of managed servers opens up avenues for further improvements and additional tasks to be explored. Thank you, Scott, for collaborating with us and sharing your Caretaker Plus Service Report template! Recreate in your BrightGauge Service Desk 30-Day Summary Report (public view link) Service Desk 30-Day Summary Report Buildout Key Make sure to visit our library of more report and dashboard templates and please feel free to reach out to success@brightgauge.com with any questions!

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