As you can tell from our company name, we are all about Gauges. We’ve built our product around a set of gauges that we plan to continually expand based on customer feedback and changes in the industry. But we started with 15 as a base that we feel every MSP client would be interested in seeing. Let me explain a few of our most popular ones:
From your PSA system (Connectwise, Autotask, etc), these are some main gauges:
1. Average Time to Acknowledgement, Resolution Plan, and Resolution - What client doesn’t want to know how long it takes for tickets to be planned, worked on, or even acknowledged. These are very popular gauges as they show not only the current average time but also trending for the past 30 days!
2. Tickets Open by Status - Many clients ask about open tickets and why it takes so long to close. But what if they knew that tickets weren’t being closed because the MSP was “waiting on the client” or otherwise on hold. The pie chart serves up these metrics so clients know the status of each open ticket.
3. Most Active Users - This one is a BrightGauge favorite. It shows what users (in a bar chart) have created or opened the most tickets over the past 30 days. Usually its the client liaison who takes the lead but sometimes its just the high maintenance end users!
From your RMM system (Kaseya, LabTech, etc), these are some main gauges:
1. Server Status Gauges - These gauges are one of my personal favorites as it provides the simplest amount of information possible. What’s the one question any executive wants to know? Are my servers up or down? that’s it. We don’t need to give them any more information than that!
2. Server & Workstation Patch Status - A personal client favorite at Compuquip Technologies is Patch Status Reports. Every client, whether audited or not audited understands the importance of patches and therefore.
3. Workstation Memory - Its important for clients to know what workstations have what memory so as an MSP we can have the ability to help them understand what workstations need to upgrade in order to keep up with software requirements.
4. Workstation Disk Space - Same concept as the Workstation Memory, gives the clients the information they need to understand what is in their environment.
5. Operating Systems Counts - We have two gauges focused on the type of operating systems that are currently being used by Servers and Workstations. Again, this helps the client understand what they have invested in and what needs more investment (if any...like a Windows 2000 machine).
Gauges will continue to grow and become more complex as we get more and more feedback. But our customers love these gauges and love to report off of them.
Any particular gauges you would like to add to our list? Let us know!