BrightGauge began as a Client Facing Tool and over the past two years has transformed to a complete business analytics platform offering both client facing reporting as well as internal reporting of metrics and KPIs. Below is Part I of a II part series of the most popular gauges used in an Executive Client Facing Report from our Connectwise and AutoTask partners. Typically these reports are delivered to the clients on a monthly basis to show the value you are bringing as an MSP.
Our Support Ticket Summary (STS) module is one of our most popular modules because it allows you to filter down the ticket information you want to show. Our most popular configuration of the STS is filtering down the ticket to Currently Open with the status of “Waiting on Client.”
(Disclaimer: Waiting on Client is the name we had for the status of any ticket we were waiting on action from the customer, other customers have this as “Waiting on Customer” or “On Hold.” The gauge can be adjusted to the status of your choosing.)
Number of tickets opened last month gives your client an understanding of all the hard work your team is doing for their network. We recommend combining this with the number of tickets closed last month in order for you to show the value you are bringing to the table and how you are keeping up with the volume.
The average time to acknowledgement shows the average amount of time before a request that is submitted gets reviewed and acknowledged. For those that share SLA information or are looking to start, this is the perfect gauge to begin with. The metric allows you to show how quickly your team is responding to their requests. Typical SLA response times are 5 to 10 minutes with some lagging to 15 to 20 minutes.
This gauge allows you to show your customer the top ticket openers which tends to be the “noisiest end users.” Now if you have a particular end user that is your filter to open tickets or your RMM tool automatically creates tickets for automated work they might throw off your numbers. Don’t worry, you can filter out those from being included in the gauge if you would like.
Very similar to the double headline gauge above, the Open vs Closed is a great visual to show the work your team is doing on a monthly basis in comparison to the tickets being opened by your clients.
This gauge starts to bring a deeper level of business intelligence to the conversation with your client. A first level dive into what types of tickets are being opened over the past time period. Trends can start emerging from this gauge that help upsell an opportunity, or identify items out of scope that are billable, or identify areas that need to be addressed on a global scale (i.e. repeated Microsoft Office issues may be resolved with training).
These are just a handful of the 60+ default gauges we offer out of the box that happen to be the most popular in customer base. If you have any others you recommend we would love to hear about them. Please share in the comments.
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