Free Webinar: Establishing & Managing Your Key Performance Indicators for MSPs

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!

As MSPs navigate the dynamic world of IT services, utilizing data in Quarterly Business Reviews becomes crucial for steering discussions towards providing personalized value and fostering enduring client connections. Integrating a real-time data dashboard into your meetings not only fosters trust but also promptly showcases your company's worth to clients. For April's Dashboard of the Month, we are highlighting an Executive Business Review Dashboard that offers a high-level overview of key performance metrics and trends that can be shared with your customers. This dashboard was crafted following a discussion with Jeremy Roth, the CEO and managing partner at S1 Technology, during February's user showcase webinar Demonstrating Client Value through Dynamic Dashboards. Jeremy and his team at SI Technology have successfully utilized this Executive Business Review dashboard to enhance their data-driven decision-making processes with clients. By using the parent-child dashboard feature in BrightGauge, they are able to roll out and manage dozens of client dashboards seamlessly, creating a culture of transparency and accountability. The Parent-Child Dashboard feature in BrightGauge simplifies the process of creating multiple client dashboards while maintaining consistency across all of them. In this particular case, the Executive Business Review Dashboard acts as the parent dashboard template. Any changes made to the parent dashboard will automatically cascade down to the attached child dashboards, ensuring uniformity throughout. Executive Business Review Dashboard - view here. Here are some featured metrics: Ticketing Information - This section provides a high-level overview of support interactions throughout the quarter, shedding light on ticket volume, what types of tickets are being opened, who is opening tickets. The drill downs (not showcased on the public dashboard) provide details on each ticket's resolution efficiency. SLA Trends - Service Level Agreements are critical benchmarks for measuring service quality. The SLA Trends section analyzes adherence to their agreements, highlight areas of success and potential improvement. Managed Devices - Managing devices data is central to ensuring operational efficiency and security. This segment of the dashboards offers insights into device inventory, performance metrics, and patch compliance statuses. Thank you, Jeremy, for collaborating with us and sharing these great metrics! Recreate in your BrightGauge Executive Business Review Dashboard (public view link) Executive Business Review 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!

Understanding your customers' needs and being proactive in addressing them is the cornerstone of successful customer care. By staying ahead of expectations and actively engaging with your customers, you not only meet their immediate needs, but also position yourself as a trusted partner in their long-term success. This Customer Care Dashboard, shared by Megan Ingala, the Controller at Watchmen Security Services, is crafted to offer an insightful perspective on your customers' metrics, empowering you to take a proactive approach to delivering exceptional services. Watchmen Security Services uses the filters feature in BrightGauge to quickly filter their dashboards by client to easily see their current metrics. Filters can also be effectively employed to refine searches, allowing for the targeted exclusion of boards and ticket owners. Within the set of common key metrics, you'll find insights such as the average age of tickets, the ratio of opened to closed tickets, member efficiency, non-billable hours, weekly invoicing, and attrition. These metrics are exclusively derived from the ConnectWise PSA platform. Recreate this Dashboard in your BrightGauge account: Customer Care Dashboard (public view link) Customer Care Dashboard Buildout Key Customer Care Dashboard - view here. Want to see more of Watchmen Security Services' work? Megan has been featured in our November showcase webinar on Maximizing Business Success: Unveiling the Power of Sales and Financial Dashboards. Tune in to gain valuable insights from peers, offering advice and a glimpse into a selection of their team and individual dashboards. Thanks again, Megan, for collaborating with us and for sharing some of the ways you and your teams have been able to use BrightGauge to drive data-informed decision-making at Watchmen Security Services. 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!