The BrightGauge Blog

We’re excited to welcome Christopher Menendez to the team as a Customer Support Specialist! Join us in learning more about the newest member of our growing BrightGauge family… In the beginning Christopher calls Miami his birthplace, but in reality he is a citizen of the world, thanks to his father who served in the military. Christopher feels lucky to have experienced a variety of cultures and lifestyles by living in Florida, Texas, Georgia, North Carolina, Rhode Island, Colorado, Washington, and even Spain. While he initially started college in Washington, he ended up coming back to his roots and graduating from Florida International University with a BA in Psychology. Like many fellow BrightGaugers, Christopher also attended Wyncode, where he completed a Web Development bootcamp. Before joining our BrightGauge fam, Christopher was a belay instructor at Magic City Rock Gym. In rock climbing, belaying is the technique of holding the climbing rope for a climber so that they are safe if they fall off the rock. As he explains it, the short of it is that he taught teamwork and rope management so people don’t drop their friends. As a belay instructor, Christopher also administered practical exams and helped people become better climbers. With his first-rate experience in teamwork, Christopher pursued the opportunity to join our own team. Joining BrightGauge Fun fact: Christopher is not the only Menendez at BrightGauge. Many of you know his cousin, Stephen, who is our Sales Team Lead. Following his cousin’s footsteps, Christopher is really happy to be part of a supportive and welcoming team. He was attracted to the fact that BrightGauge is Miami-grown and has an excellent company culture. In terms of fulfilling career goals, Christopher says he’s most excited about being able to grow his technical skills in such a pro-individual environment. Out of office Outside of work, you can most likely find Christopher doing one of three things: rock climbing, enjoying food, or playing Dungeons & Dragons and other video games. He found a passion for rock climbing when he was a kid and picked it back up a few years ago. What keeps him so enamored with the sport? The absolute attention it requires to lead a route and set up the safety of your team, and the way it keeps your head cleared of clutter. We’re happy to have you here, Christopher!

Ask any prospective employee what they’re looking for in a workplace and chances are that “a great company culture” will be at the top of their list. According to research conducted by Deloitte, 94% of executives and 88% of employees believe a distinct workplace culture is important to business success. From employee recognition to investment in training and career advancement opportunities, and even flexible time policies, company culture can be defined in a myriad of ways. Once you figure out what a strong company culture looks like for your organization, you need a plan for sustaining it. This is where key performance indicators (KPIs) come in. Different Types of Key Performance Indicators Business leaders know that using and tracking KPIs is a powerful way to align team members with company goals, motivate them to be productive, and see what progress is or isn’t being made towards those goals. KPIs should act as a north star, guiding decision-makers in the right direction. Depending on the outcomes you want to achieve for your business, there are several different types of KPIs to consider. Common types of key performance indicators are quantitative indicators and qualitative indicators (those that can be presented as a number versus those that can’t). Furthermore, lagging indicators tend to be output-oriented while leading indicators are more about input (or, outcome-based versus process-based). All departments in a business can be assigned their own KPIs, which can drive the entire organization in the same direction. Like a puzzle, each department is one piece that contributes to the whole, completed set. Just like there are different types of key performance indicators for employees, you may also set KPIs for your clients. This will help you ensure that you’re bringing on the right clients and providing them the right solutions for their needs. Here are examples of key performance indicators for employees: Finance Team KPIs: Cash in Bank EBITDA Gross Profit Margin Sales Team KPIs: Monthly Recurring Revenue (MRR) Current Sales Pipeline Sales Activity Service Team KPIs: Kill Rate Tickets per Endpoint Service Level Agreement (SLA) Missed When it comes to your clients, you may look at KPIs like Activity Level/Health Score or Customer Lifetime Value versus Customer Acquisition Cost. But, how do you gauge company culture? Here’s a look at some more key performance indicators for employees. KPIs for Gauging Company Culture A good way to understand whether or not your company culture is strong and influential enough to keep your employee turnover rate low is to measure an employee’s happiness and productivity level. This can be assessed by looking at certain KPIs related to your employee performance: Employee Satisfaction: You can gather this data through regular surveys and evaluations and it will help you see how happy your employees are and allow you to identify any potential problems. Employee Engagement: Again, this can be gathered through regular surveys and evaluations and will tell you how much effort your employees are willing to put towards their job and responsibilities. Employee Churn: This is a really telling KPI and a must-track for all managers. A high churn rate might indicate that your company’s culture needs improvement or that you need to make better hiring decisions. You can calculate churn by dividing the employees who left during a certain period by your average number of employees. Utilization Rate: Monitoring how your employees are utilizing their time can help paint a picture of their satisfaction with their job. The more productive they are (i.e., the more efficiently they are utilizing their time), the more likely they are to be happy. This rate is calculated by dividing the hours an employee spent on client work by their total hours worked. Revenue per Employee: Like Utilization Rate, Revenue per Employee can tell you about the effort an employee is willing to put into their role and how efficiently you are using your resources. Calculate this by taking your total revenue and dividing it by total employees. There may be more metrics that are specific and important to your organization, so keep in mind that your KPIs may look different from your peers. Also take into consideration that life - personally, professionally - is fluid, so you should be, too. As things change, you may need to shift your KPIs to make sense of your new situation. Or, KPIs may look different from quarter-to-quarter or year-to-year. For a deeper understanding of KPIs and how to use them in your business, download this resource now: How KPIs Can Improve Your Business.

How do you go about managing expectations for new and existing clients? Have you changed your processes as your company has evolved? How often do you review and revise service level agreements (SLAs), proposals, and contracts with your clients? These are the types of questions managed service providers (MSPs) of today need to be asking themselves to ensure that they’re providing clients with an expected level of service. Have you ever found yourself in a situation where you think your clients have unrealistic expectations? How did that mismatch come to be? In this post, we will cover how to approach your proposals and SLAs and why it’s more important than ever. Having the right conversations with clients When expectations aren’t managed, it’s usually because there’s a difference between what clients think they’re paying for versus what they are actually buying from you. Transparency is key here. Clients need to know exactly what they are getting out of your arrangement. On the other hand, as an MSP, you aren’t responsible for fixing every single problem your client comes across, and they need to understand that as well. Now is the time to have open, honest, and sometimes tough conversations with clients. Gone are the days where an MSP sold a technology solution to a client and called it a day. Today, there’s more to it. Security and data are a major part of the picture. Clients don’t just need a tech service. They need an MSP to help them solve a business issue. These issues are typically resolved by focusing on data and understanding how to use data to affect certain outcomes. The problem is, clients expect data services to be automatically baked into contracts and SLAs but they aren’t taking the time to truly understand what their specific data needs are. So, today’s conversations and value propositions need to be centered around data. All roads should lead back to data. Help prospects and clients by leading discovery conversations about what data they need, how they need to use their data, and what data can do for their business. From there, as an expert service provider, you can advise your clients on what and how much they need from your end. As a trusted MSP who wants to continue being a trustworthy partner, we can’t stress enough how abundantly clear you need to make your SLA, proposal, or contract. This is the time to spell things out for them. If you’re presenting your client with various packages at different price points, make sure they are clear on the specifics of each package. Lead with outcomes versus a list of good and services. And make sure to answer all their questions up front. The triangle of data Both you and your client need to play your part in making sure each point in the triangle of data is getting attention. Data needs to be: Secure - be clear on what security means from your end. As an MSP, you are providing technology and services to help a client keep their data secure. However, there are measures your client needs to take on their end to keep themselves protected. Accessible - how and when can data be accessed on personal devices; do employees work from home and need to secure their home computers? Recoverable - can a client access data after someone leaves their company? All three points on the triangle are connected and work in tandem. One cannot be changed without changing the other two. Work through various scenarios where changes would need to happen and what that would look like so that clients know what they can expect from you. In your SLAs, highlight how the technology and services you provide solve the needs of each point on that triangle. For more on how to sell services centered around data and how to work security into the conversation, watch the ConnectWise webinar ‘The New Way to Look at Managed Services’. See a sneak peek below:

The global workforce as we know it is undergoing a major shift. More employees than ever before are working remotely or looking for that option from their employer. In fact, a survey conducted by Global Workplace Analytics found that over the last 10 years, remote work has grown more than 90%, a figure that will undoubtedly continue to increase. There’s no denying that telecommuting is here to stay - it’s better for the environment, it is said to have a positive impact on productivity, and it makes people happy given the work-life balance we’re always chasing. For any number of reasons, including COVID-19, you may currently be shifting to a remote work state, but may be wondering how it will affect company goals or the ability to manage individual team members. BrightGauge is a tool that can help your remote teams be successful and remain on the same page. Managing data is critical for remote teams The best way to align team members, whether they are remote or in a traditional workspace, is to keep your eye on data. How do numbers paint a picture of what’s going on in your organization? You can’t manipulate or hide numbers. Data is rooted in truth, so it’s a powerful way to build transparency and trust in business relationships. Data shows exactly what is going on with anything from ticket statistics, sales opportunities, customer satisfaction, revenue, and more and takes the guesswork out of whether or not you’re on track to hit goals. And the best way to manage data is to choose the metrics and KPIs that matter most to your bottom line and then automate how you’re consuming that information. With BrightGauge dashboards and reports, you’ll pull in data from tools you’re already using (like ConnectWise, Autotask, QuickBooks, Customer Thermometer, and more) and view it all on a single pane of glass, keeping things organized and more visible to all team members. BrightGauge data updates in real-time, so there’s no need to worry about being misinformed or out of the loop. Let’s put this in a real-world example. Suppose you’re managing a remote service desk. This is a critical team, as customers interact with your support department probably more than anybody else in your company. On one BrightGauge dashboard, you might view: How many tickets were opened versus closed today Average response time for tickets Support team leaderboard This shows a ranking of your team members based on parameters you set - perhaps most tickets closed today Customer satisfaction scores Stale tickets Tickets opened versus Negative reactions As this data constantly updates throughout the day, you’ll never find yourself wondering what your different technicians are up to. Take it one step further by setting thresholds for certain KPIs - for example, be alerted anytime average response time goes above 30 minutes - so that you can take course corrective action immediately. BrightGauge partner Josh Weiss of LA Creative Technologies has been managing a remote support team for quite some time now and finds that BrightGauge helps his service desk run seamlessly. Though his support team is based in Mumbai, a BrightGauge ticket processing dashboard allows his techs to triage and resolve tickets placed by clients all the way in Los Angeles, with no disruption in response time. Eric Hoffmeister of Innovative Computing Systems already works with a mostly remote engineering team. Given the circumstances surrounding COVID-19, the helpdesk is now 100% remote and managers are learning how to cover work as normal. Through BrightGauge dashboards, admin time per tech is being tracked on an automated, real-time basis. A daily dashboard lets Eric keep a pulse on the team by showing who’s on vacation, whether or not projects are on track, what each engineer’s workload is, and so on, which means time is being utilized properly and efficiently. General tips for remote teams - Use tools like Slack or Microsoft Teams to keep the lines of communication open - Managers and employees should have regular check-ins to talk about progress, roadblocks, and strategy - Follow a structured workday that keeps you in a productive groove - Manage expectations - over communicate what is expected from one another - Stick to deadlines - Be honest with yourself and your team about what can get done To learn more about how BrightGauge can improve visibility for your remote teams, schedule a live one-on-one demo with us today.

As a team or business manager, how are you keeping an eye on what your various departments or team members are doing? While no one likes to micromanage, it does make sense to have an awareness of what's going on across the board and how it's impacting the organization's bottom line. With BrightGauge dashboards, it's easy to automate this and kind of take a hands-off approach to monitoring your team's activity. Dashboards give a 10,000 foot view of what's going on in your business, so taking a quick glance at your boards can give you all in the info you need in just a moment's time. Basically, no need to go around asking your team what they're working on, because that information will be accessible to you whenever you want it. Join our webinar to learn more In our experience, it always helps to see how others are putting dashboards and other features to practice, so please join us for the next installment of our User Showcase webinar series. Benjamin Pearce, president and CEO of ACP Technologies will share how he has set up dashboard playlists that inform on team activity across departments. Each day, 5 different dashboards rotate on his screens, so he can easily see what sales and support are working on. Benjamin will give you a live overview of these boards and will also cover important KPIs, like: Activities Ahead vs Overdue Long-term Revenue Opportunities Service Activity This webinar takes place on Wednesday, March 11th, at 3:00pm EST. Save your seat now! Even if you can't make it, be sure to RSVP so we can send you a recording of the webinar.

Announcing the latest integration to launch at BrightGauge: OneDrive. OneDrive, a Microsoft product, is a cloud storage solution that allows you to save your files and photos and access them from anywhere that suits you. You may be familiar with Dropbox as an integration option with BrightGauge, but perhaps you prefer using OneDrive. No worries! You now have both options available to you. The basic premise of this integration is that if you have a .CSV file uploaded into OneDrive, you will be able to visualize the data on BrightGauge dashboards and reports. How to Connect to OneDrive To connect to OneDrive, click on the green ‘Add a new Datasource’ button, found on your BrightGauge overview page. Find OneDrive under the ‘All’ category, click on it, and follow all the prompts. Within a few minutes, you should be good to go. If you need further instructions, check out our OneDrive support doc. Not yet a BrightGauge customer? Contact us today and we’ll be happy to schedule a live one-on-one demo. What do I get out of the box? If you’re a BrightGauge partner, you know that when you connect to our datasources, your account will be pre-loaded with KPIs and dashboard and report templates, so you can get right to your data. OneDrive (and Dropbox) are unique integrations in this respect. Since this integration relies on custom data, there aren’t any pre-built dashboards, gauges, or reports included. Basically, as long as you’ve got a .CSV file with data, you can display it within BrightGauge, so your possibilities here are plentiful. For more details on how to create a dataset from a CSV, including some CSV requirements, read this. We love hearing from you, so let us know how you’re using OneDrive + BrightGauge to view your data! Anytime you’ve got a question about OneDrive + BrightGauge, please submit a support request or contact us and we’ll be ready to help.

In 1996, wife-and-husband duo Kelly and Nate Freeman realized their vision of opening up an IT shop in Clearwater, Florida. It started as a small MSP but really began picking up around 2002. Today, Network People is an MSP+, with 15 employees and a great internal system, providing IT and security services to close to 300 clients. A BrightGauge partner for several years now, the tool is a big part of their daily operations. We spoke to Joe Somerville, Integrator + Director of Operational Development to learn more. How Network People got its start Network People has always had a mission to deliver the best tech services in the Tampa Bay area, and one of the ways they’ve done that is by spending a lot of time with their clients. Maintaining a strict customer-focused attitude is something they believe has set them apart from many other MSPs in the industry. “It’s important to us to go above and beyond for our clients, regardless of our agreement level,” says Joe. “That way, mom and pop shops are being treated the exact same way as our larger corporate companies.” This level of care has allowed Network People to grow and build a reputation as a trusted partner for SMBs in the municipalities, health practices, law, and architectural sectors, amongst others. When it comes to taking on new clients, the Network People team gravitate towards companies that are community-driven, have a good culture, and are operating calmly and in an organized manner. Making sure the client relationship is one that jives has allowed Network People to really focus on that personal touch and spend more time with clients. “Doing the right thing is a top priority for us,” says Joe. “We’re spending time, effort, and money on constantly developing, getting things built to a level we’re happy with, and figuring out where we can consistently improve for the benefit of our clients.” As an example, Joe and team discovered that they had clients who weren’t monitoring their backups correctly, consequently putting their companies and sites at risk. Undoubtedly, an issue like this requires the right tools in place to properly take action and be proactive. Which is exactly where a tool like BrightGauge comes into play. Becoming a BrightGauge partner After attending an HTG meeting (now known as IT Nation Evolve), the owner and president of Network People brought BrightGauge into their stack of tools, seeing value in being able to get to data quickly and automate processes. Since then, BrightGauge has been a key player in daily operations at Network People. “BrightGauge is the best way to see data,” says Joe. “It’s allowed us to do what we want in an efficient way with our clients and lets us put data in front of our clients when we’re talking to them.” Joe estimates that he and his team use BrightGauge dashboards for 3 hours a day, every single day. “I can’t even imagine running our business without this,” says Joe. In addition to using the dashboard and reporting features, Joe says that BrightGauge support is some of the best he’s experienced, furthering the value of the tool even more. What BrightGauge has helped the Network People team accomplish When it comes to monitoring client’s backups, BrightGauge helps in intelligence gathering and due diligence, which has aided in their client retention efforts. More than that, BrightGauge dashboards are the primary way the Network People team share data with clients. “We deliver VCIO meetings through BrightGauge dashboards,” says Joe. “And part of our onboarding process is building out a client dashboard specific to that client.” We love this part of Network People’s onboarding and the tips they gave for bringing data to clients: - They assign their clients as a viewer to their own client dashboard - They use a templated dashboard and add a filter for that client, so that the whole process takes 3-4 minutes to set up - During onboarding, they hold a 10-15 minute training, taking clients through their gauges, what the data should mean to them, what they should keep an eye on, and in what instances they should reach out to Network People for more support/clarity Genius! “Anytime we get clients to understand what we do and why we do it, we strengthen the partnership and build a lot of legitimacy into what we do on a monthly basis,” says Joe. “We’re protecting them; we’re sharing numbers open and honestly; and we’re only able to do this because of custom datasets in BrightGauge.” As security issues become more serious and our industry becomes more vulnerable, Joe is proud that Network People still has a client-first focus and that they are spending time figuring out how to provide enough service to keep their clients secure, no matter their budget. “We are always taking care to work with a client’s environment so we fit into them instead of them fitting into us,” says Joe. “It may not be the most profitable mentality, but it is so important to us.” That’s definitely something to admire. We’re proud to have you as a partner, Network People! Most-used datasources: ConnectWise Manage and Automate, and Liongard Roar (Joe says he is most excited about building this out) Top KPIs: Tickets Per Engineer; SLA Per Ticket; Billable Time Goals; CSAT; Department Hourly Goals Notable Dashboards: Centralized Services; Service Manager Review; Client Board; Finance Board; CSAT Board; Inventory Board

Do you send reports on a consistent basis? We’re big fans of reports because they’re a reliable source of truth. They show your clients or your internal teams exactly what you’ve been working on and the results of that work and, because of that, they’re great for building a solid foundation of trust. We love seeing how our partners are using BrightGauge reports as a business growth strategy and as a way to keep teams accountable. This month, we’re sharing an Internal Weekly Service Report, as used by Joe Ensalaco of JT Global Enterprise, a systems integrator operating worldwide with offices in the UK and the US and specializing in Unified Communications, Customer Engagement, Digital Transformation, and Smart Retail. Joe, the Service Operations Manager, built this report as a way to keep track of what his team did the previous week (he actually built this within 2 weeks of becoming a BrightGauge partner - impressive!). “By looking at certain metrics on a weekly basis, we’re able to understand the circumstances around an influx in tickets, or a lack of support, so we can be proactive about preventing service issues in the future,” explains Joe. His Internal Weekly Service Report focuses on both customer metrics and service desk metrics. *This is a sample report for illustrative purposes only; not an actual report prepared by JT Global. On the customer end, Joe and team are looking at who the busiest customers of the week were, how many tickets they opened versus closed, and what type of tickets are being opened. Knowing who their most active customers are helps drive cost management decisions and also indicates whether JT Global should train their customers in how to self-solve repeat issues (for example, building out phone extensions). On a service desk side, Joe’s looking at what the whole support team is doing in general. Key identifiers include Ticket Kill Rate, Average Time to Resolution and Acknowledgement, SLA Stats by Priority, and Planned Works & Change Requests. “For each metric we look at, we’re setting goals and thresholds so we can hold ourselves accountable to a specific benchmark,” says Joe. “For example, SLAs for most of our customers are 30 to 60 minutes, so we look at these numbers each week to make sure we’re on track.” For Joe and the JT team, BrightGauge has enabled them to automate 90-95% of what was previously in their manual reports, obviously saving them a ton of time and letting them get back to focusing on their business. Interested in setting up an Internal Weekly Service Report for your team? Check out our Report Key to recreate it yourself or feel free to reach out to success@brightgauge.com and we’ll be happy to help. Thank you to Joe and JT Global for sharing your insights! Link to Sample Report Link to Report Recreation Key

If you’re like most MSP owners, you’re constantly thinking about how to generate more revenue for your business while continuing to provide unique and differentiating value to your customers. These days, everybody is talking about security. It’s a hot topic because everyone needs more of it and they are willing to pay to ensure they’re protected. In fact, surveys have shown that 93% of SMBs would switch their MSP if another MSP would offer the ‘right’ security services. So, as an MSP, how can you use this urgent need for security as an opportunity to bring more money into your organization? Just ahead, we share 3 points to remember when thinking about monetizing your security offerings. Cybersecurity as a key initiative The current reality is that MSPs are more vulnerable to security attacks than ever before, forcing the conversation around security to happen on a regular basis. It’s time to get honest about where you stand from a security point of view, both for your own benefit and that of your client’s. Cybersecurity is now a ‘must-have’ versus a ‘nice-to-have’, so if you’re not already working it into your customer agreements, you should be. When it comes to offering security-as-a-service, we recommend keeping the following in mind: Educate your customers. You likely have customers in all types of industries, and they may not all be aware of the importance of being secure. And that’s okay. As a trusted partner, they turn to you to consult and advise them on business best practices. So go ahead and show them why security matters. Do a dark web scan of your client and show them the results so they understand what information is accessible. But don’t stop there. Also educate them on how you’re currently protecting them and which of your services they can add to become even more secure. Remember, you should be a trusted partner, not just another vendor, so show them why their investment in you is worthwhile. Make buy-in easy. Keep things simple for your customers so that their decisions are no-brainers. One way to do this is to roll security-as-a-service into your ‘all-in’ price, so that it’s automatically included in the packages you offer. Remember to be upfront and honest about exactly what your packages include. Show your customers what coverage looks like and make it clear what level of protection you offer. Your goal is to provide your client with a solution to their issues in a way that they can’t turn down. Properly onboard your customers. This ties back into the education component. Establish policies and procedures around your security offerings and train your customers on those procedures during your onboarding process. Making them part of the security process will reinforce the importance of it and get them more willing to play their part in keeping their business secure. Quick note: if your point of contact is not a decision-maker, ensure that he or she understands how to properly communicate the reasoning for a security package to those decision-makers. This is essential for buy-in. Want to explore more specific ways to monetize security? In this webinar brought to you by ConnectWise, hear from partners who have added over 1 million dollars to their annual revenue by selling security services:

Here’s some food for thought: If you’re not constantly reflecting on your business priorities and goals and redefining how you’re measuring success, how do you know where to go? And how can you tell if you’re headed in the right direction? In order for an organization to grow and succeed, there needs to be a constant focus on improving upon what you’re doing. Year over year (or even more often than that), executive leaders need to measure and analyze performance metrics to figure out if results align with the direction the business should be going in. How do you assess that? It all stems from setting the right goals and identifying the metrics that match those goals. What we’re talking about is Key Performance Indicators (KPIs). Just ahead, we’ll introduce a simple framework for setting KPIs in your business. Why are KPIs so important? Business schools teach that you can’t manage what you don’t measure, right? So, identifying relevant metrics is a critical first step of a growth plan. If you are measuring what matters, you’re on the right path to growth and scalability. KPIs help decision-makers track and monitor progress and see where there may be opportunities for improvement. KPIs act as a north star that help teams stay focused on their mission to succeed. Perhaps the strongest argument for running a business based on KPIs is that data is neutral and keeps everyone on the same page. In other words, a culture built on data means that decisions will always be backed by the numbers versus being driven by emotions. Identifying the metrics that matter It’s easy to understand why KPIs are necessary but it’s harder to put into practice. We’ve developed a framework for setting and implementing KPIs that’s simple and easy to follow. But first, you must identify which areas of the business are important to your bottom line. While every business has different priorities, they are all generally looking to evaluate their performance in the following areas: Finance Customers Sales Marketing Operations Internal Teams Don’t make the mistake of overanalyzing data or placing an importance on areas of the business that aren’t significant for you. For example, if you don’t have a robust sales team, it doesn’t make sense to use manpower to evaluate sales data that ultimately won’t be used. Instead, shift that focus to your finance metrics or some other area of your business. Once you know which areas to focus on, determine which metrics paint the most clear picture. Here, quality over quantity is the name of the game. This is where the framework we’ve developed can help you make sense of the KPI process. The IDEAS framework Introducing IDEAS. This simple, but effective framework can help you define success on YOUR terms with the right metrics that are specific to you. Identify the problem What is the problem that you want to solve? Or what do you want to prevent from happening? By starting here, you can tie metrics directly to your desired outcomes. Determine what solves the problem Now that you’ve identified your issues, what are the indicators that might mean progress towards a solution? For example, if you’re looking to improve CSAT scores, maybe Average Time to Response is a metric that’ll help you make progress. Establish your KPIs Knowing your issues and what can help you solve them is how you’ll determine the KPIs that are right for your business. At this point, consider where you’ll find the data you need (i.e. what tools can help you track your data?). Analyze the results Now that your data is in, it’s time for a gap analysis. How do your actual results compare against benchmarks you’ve set? Where can you fill in the gaps? Perhaps you need a change in processes or to invest in additional training for your team members. Start from the beginning The process of setting and tracking KPIs is ongoing. On a regular basis, you should assess your results, see what you can learn, and then start the process over. Once you get in the habit of following this framework, there’s no turning back. Constantly defining (and redefining) and implementing KPIs means you’ll have your priorities in order and be in a position to succeed. Your organization’s specific teams each play a significant role in your overall success, so make sure you’re measuring metrics from all corners of the business. For more on implementing KPIs in your business - including some example KPIs for each of your teams - check out our whitepaper, ‘How KPIs Can Improve Your MSP Business’.