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Customer Success   |   Read

Join Us in Miami for a Data Driven Workshop

Are you new to BrightGauge or looking to get an in-depth training session? Join us from February 19-21 at our BrightGauge HQ in Miami, FL for our 13th quarterly in-person Data Driven Workshop. We'll ...
Are you new to BrightGauge or looking to get an in-depth training session? Join us from February 19-21 at our BrightGauge HQ in Miami, FL for our 13th quarterly in-person Data Driven Workshop. We'll host around 20 partners for a two-day deep dive into the foundation of BrightGauge; reviewing the core areas, your unique setup, best practices from other attending businesses, and active building sessions. All Enterprise+ accounts that have been with us for over three months get to send one team member for free. DDW begins with a team meet & greet Wednesday night where you'll get to check in and get to know the BrightGauge team. Thursday will offer a full day of programming with all meals provided, capped off with a special Miami outing complete with Spanish food and a live Cuban band show. Friday, we'll host your one-on-one training and buildout sessions, plus link you with our product team to make sure your feedback and ideas get integrated into the platform. You have the option to attend these last sessions either in person or remote at a later time. In our sessions, you'll work with team leads to refine your goals, discover tips for how to advance your use of BrightGauge, get a breakdown of the gauge builder, plus engage in a heavy run-through of setting up reports and dashboards for your team and clients. Past attendees have said that DDW is "a must for anyone looking to get a leg up in their BrightGauge knowledge. Plus the team is so great!" "Anyone using BrightGauge to help manage their processes will find value in attending the Data Driven Workshop. Whether it is a tip for using a dashboard, a new way to configure a gauge, or a fresh insight into goals, the time spent with the BrightGauge team and other colleagues using the same tools in a similar environment is time well spent. I highly recommend it!" Did we mention we're averaging 75 degrees and blue skies every day? Sign up or request more info via https://www.brightgauge.com/data-driven-workshop/
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Customer Success   |   Read

January Dashboard - Team Capacity

Did you catch our recent webinar with Ian Richardson of Doberman Technologies where he discusses how he uses BrightGauge to set his MSP up for success? During the chat, Ian shared that one of his go-to dashboards is one that tracks his team’s capacity for new projects. The dashboard shows the capacity each tech has in his or her schedule to take on projects, based on hours that have been scheduled for the current month and the next 3 months. Each tech has a predetermined max capacity, which is based on work roles. View this dashboard here. This critical dashboard is used for expectation management, both internally and with clients. It helps the Doberman Technologies teams make informed decisions about when projects can realistically be delivered and it helps them decide which projects to take on and when. Scheduling projects around known capacities also ensures that each team member has enough time for unexpected crisis items and for more long-term projects. For Doberman Technologies, this has been a really efficient way to grow their business and keep workload at a manageable pace and it's applicable to all teams across the board. Many of you showed interest in replicating this dashboard for yourselves, and we’re happy to share it with you now: Link to Team Capacity Dashboard Link to Dashboard Recreation Key Please feel free to reach out to success@brightgauge.com with any questions you have!

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Customer Success   |   Read

[WEBINAR] Best Practices for BrightGauge Naming Conventions

Within your organization, are there multiple departments, each housing multiple teams? How are you organizing your BrightGauge dashboards, reports, and gauges so that team members can easily find their respective data? Even with smaller organizations, implementing a proper naming convention to be used throughout BrightGauge can lead to quicker access and easier navigation of your data (think cluttered vs. uncluttered workspaces). In this edition of our user showcase webinars, Daniel Pop, Application Support Manager at Milner, Inc., shares his approach to a cohesive naming system within BrightGauge and talks about how staying organized feeds into managing teams, providing feedback, and monitoring who is under- or over-achieving. This clever, yet simple way to organize data has proven effective for Daniel and teams and has allowed them to seamlessly use every aspect of BrightGauge in their day-to-day. Click below to watch the webinar and if you've got questions, please don't hesitate to contact us!
Customer Success   |   Read

December Dashboard - Leadership KPI

Undoubtedly, one of the most important areas of business any owner or manager wants to keep an eye on is financial performance. Simply put, you need to know the status of your cash flow, revenue, expenses, and more at any given moment. Any executive or leadership team will look to view and analyze these kinds of metrics on a regular basis, to drive business decisions and forecast performance. So, when building a financial overview or leadership KPI dashboard, what are the key metrics you are choosing to display? There are some key performance indicators that will resonate across the board, but others may be specific to your organization. To help shed some light, and maybe some inspiration, we spoke to BrightGauge customer Dan Lattuada of Pinnacle Technology Partners to learn what their Leadership KPI Dashboard looks like. The following is a recreation of the dashboard they use: View this dashboard here. For Dan and PTP, it's important to see how the company is doing financially on a trailing 12-month basis to ensure that they are heading in the desired direction. To accomplish this, their BrightGauge dashboard is designed to look at specific areas of their business, such as sales, product, and managed services. For example, when it comes to sales, they want to make sure their commissions are in line with company performance. The most critical metric on their dashboard is their recurring revenue, which is the bread and butter of the PTP business. "We look at recurring revenue as our main KPI because, in any given month, we want to see that trending upwards," says Dan. "We're in the habit of optimizing the services our clients are consuming, but we want to make sure we are doing it in a way that makes sense for our overall business." Within BrightGauge, Dan builds his gauges with multiple layers to return that recurring information. He cautions that in order to do that, you need to organize yourself within Quickbooks (or other financial tool) first. When possible, gauges have thresholds set to them, which Dan sets based on a combination of where they think their business should be and past performance. So just how often is Dan using this leadership dashboard? Along with his accounting manager, he's looking at it on a daily basis. Given that this dashboard is meant to inform upper management on company performance, they share their metrics with the leadership team on a quarterly cadence. Interested in setting up a Leadership KPI dashboard like this for your business? Check out our Dashboard 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 Dan and PTP for sharing your insights! Link to Public Dashboard Link to Dashboard Recreation Key
Culture   |   Read

Katarina Ondrejovicova Joins BrightGauge as Customer Success Specialist

We’re excited to welcome Katarina Ondrejovicova to the team as a Customer Success Specialist! Join us in learning more about the newest member of our growing BrightGauge family… In the beginning Katarina is the first BrightGauger to come to us from Europe - she was born and raised in the country of Slovakia. Katarina graduated from Masaryk University in Brno, Czech Republic, which is the second largest city after Prague and is widely known for Moto GP. While in university, Katarina was lucky enough to study abroad in southern Spain, which helped to fuel her love of travel. She started off her career working for IBM, where she was tasked with improving the overall service level quality for their Sony account. About 5 years ago, Katarina moved to the US and worked for Itopia, a software company that partnered with Google Cloud to create a cloud automation tool for remote desktop provisioning and management. There, she was in charge of Customer Success and managing the support team. With that great experience, we were lucky to find Katarina and welcome her to BrightGauge. Joining BrightGauge Katarina was first intrigued by our software itself. Plus, in her words, “the company culture that respects individuality, promotes a stress free environment, and supports collaboration” helped to seal the deal. She’s really motivated to be part of the Customer Success team, especially because in her role she will work with both customers and internal teams like sales, support, marketing, and product. She’s excited about working across the board to improve our customer experience. We can’t wait to see what Katarina brings to the table. Out of office When Katarina has the time, she loves to travel and explore new places and cultures. Her love of photography means that her travels are well-documented, thanks to her Sony Alpha camera. Katarina strives to keep a zen state of mind through yoga, meditation, biking, and beach time. And she’s always down for some live music. Fun fact: Katarina speaks Slovak, Czech, English, and Spanish! What will she learn next?

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VIDEO: How to Use Data Mashup

When it comes to your key performance indicators, sometimes more is more. The deeper the insights, the better the decisions you can make. So, how can you get deeper insights from your BrightGauge? One way is to use dataset or datasource mashup*, which allows you to build gauges using data from more than one source. When doing this, the metrics that are displayed back to you are more complex and more granular, allowing you to be a bit more specific with your results. In this tutorial video, we show you how to utilize the data mashup function. If you have questions about doing this within your BrightGauge, please reach out to our support team. For more tutorial videos, check us out on YouTube. *Available on Enterprise Plans only.
Customer Success   |   Read

Report of the Month - Agreement Performance

We frequently get asked how to choose the right metrics to report on, whether for client reports or internal ones. Ideally, any report you send out will be easily consumable yet impactful, so you want to be careful not to weigh it down with way too many metrics. Go for metrics that are direct and that clearly get your message across. When it comes to BrightGauge, a lot of our customers tell us how useful it is to see how their peers are using the app, so this month we’re highlighting Weston Technology Solutions’ internal Agreement Performance Report. Weston Tech has been in business for over 25 years and at the core of their managed IT solutions is a passion for being a true partner - not just a vendor - to their clients. Brock McFarlane, CEO and Founder of Weston, shared that their team works off of fixed-fee agreements, a departure from the hourly agreements they previously used. For Weston, fixed-fee contracts allow team members to be more valuable and efficient with time, but reporting on these contracts can get tricky since it’s not based on hour-by-hour work. What Brock has found is that looking at Gross Margin is a truer representation of how a contract is doing versus just how many hours were billed. Identifying their most important metric - Gross Margin - laid the foundation for how Brock and team would build reports moving forward. Brock also includes Hours by Tech within the reports, as any red flags in those hours can paint a picture as to why a margin percentage may be too low or too high. Reporting on a client’s margin percentage can pinpoint where inefficiencies lie - perhaps a tool a client is using is giving more trouble than it’s worth - so that they can operate at an optimal level. Also, by managing Gross Margin, Brock is sometimes able to avoid raising contract prices in the future, which his clients love and is a big reason why they repeatedly invest in Weston. This is a perfect example as to why consistent reporting is hugely important. We’ve recreated Weston’s Agreement Performance Report for your reference: Think this report would be useful for your team or want some more info? 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 Brock and Weston Tech for sharing your insights! Link to Public Report Link to Report Recreation Key
Product   |   Read

What's New: Recent Integrations

In the last few months, we’ve added several new datasources to our stack, and here’s what you need to know! Now available to our customers: Liongard Roar, Solarwinds N-Central (previously N-Able), Simplesat, and PRTG. Keep reading for details on these integrations, which you can connect to at any time. Liongard Roar Liongard Roar is a documentation system that was specifically built for MSPs. Having important docs and processes documented is great for establishing accountability and understanding what actions took place when. For customers using Liongard Roar, integrating with BrightGauge provides a lot of flexibility in terms of the metrics and KPIs you can pull. There are several datasets customers can report on, including users, environments, agents, detections, timeline, and metrics. Within the metrics dataset, users can easily create custom metrics and report on Office 365 and Active Directory data. Lots of you have been asking for this, so we’re thrilled to make it available. The Liongard Roar integration comes with 56 default KPIs, two pre-built dashboards, and two report templates, conveniently categorized by Office 365 or Active Directory. To add Liongard Roar to your account, please follow the steps outlined in our support document. Solarwinds N-Central Formerly known as N-Able, we’re happy to report that Solarwinds N-Central is live. This RMM platform allows users to keep an eye on pertinent machine metrics. Paired with BrightGauge, users get real-time visibility into those metrics and are alerted to issues before they become any bigger. Plus, customizable, automated reports help customers prove their value to clients and show why they are trusted partners. Customers using the N-Central integration in BrightGauge are going to get 83 default KPIs right off the bat, pertaining to Devices, Servers, and Workstations. The integration also comes with 2 pre-built Machine Monitoring dashboards, and 2 Machine Monitoring report templates. This support doc guides you through the quick process of adding N-Central to your BrightGauge. Simplesat We’re excited to introduce yet another CSAT tool to our stack, as CSAT is at the forefront of metrics that business owners want to stay on top of. Simplesat was designed for small to medium sized MSPs and tech companies, and is a simple way to embed CSAT surveys into email signatures or helpdesks. Integrating BrightGauge + Simplesat allows you to see customer information, specifically how they rated, scored, and answered Simplesat questions. The ever important Net Promoter Score (NPS) is one of 19 default KPIs that are automatically included in this integration. There are also 2 built-out dashboards and reports each, one for CSAT scores and one for NPS. Follow these steps to add Simplesat to your BrightGauge account. PRTG Finally, we recently rolled out an integration with PRTG, a network monitoring tool. When you connect it with BrightGauge, you can easily keep track of metrics like sensor data, stale tickets, uptime, and active/inactive devices. The PRTG + BrightGauge integration comes with 27 default KPIs, one pre-built dashboard, and one report template. The kind of visibility you get with BrightGauge + PRTG allows you to stay proactive and keep the networks you monitor up and running. Adding this datasource to your account is easy - just follow these quick steps. For questions about any of our datasources or to chat with somebody about your BrightGauge account, contact us today. We’re always happy to talk shop!
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Jorge Rusiel Joins BrightGauge as Senior Software Developer

We’re excited to welcome Jorge Rusiel to the team as a Senior Software Developer! Join us in learning more about the newest member of our growing BrightGauge family… In the beginning While so many members of our BrightGauge family hail from these South Florida parts, Jorge was born a bit further south. In Cuba, to be exact! He comes from Santiago de Cuba, which is the second largest city in the country. Jorge earned his Bachelor’s degree in Computer Science from Central University Marta Abreu de Las Villas in Cuba before jumping on the opportunity to move to Spain and obtain his Ph.D. from the Department of Computer Science & Artificial Intelligence at the University of the Basque Country. His Ph.D. research included the application of advanced image processing and statistical methods to computer-generated 3D models of the brain. Taking this research, Jorge moved to Boston, Massachusetts to work as a Postdoctoral Research Fellow at the Department of Radiology at Mass General Hospital/Harvard Medical School. His work included the development of an open source library used in longitudinal data analysis. Most recently, he worked as a Software Engineer - his true passion - at the Department of Radiology at Boston Children’s Hospital/Harvard Medical School, where he was the lead engineer in the design and development of an important scientific software platform. Fortunately for us, Jorge has brought his incredible wealth of knowledge to BrightGauge. Joining BrightGauge Jorge feels that BrightGauge will have a number of exciting technical challenges in the years to come and looking forward to being on the forefront of it all, whether this means integrating AI into the product or simply improving the software platform architecture. Our BrightGauge culture is just the cherry on top. “I’m excited to use my broad background to scale BrightGauge’s SaaS platform,” says Jorge. “This includes designing and implementing new REST APIs, writing high quality software that improves the existing platform, and implementing optimized workflows.” We’re confident that with Jorge on our team, the future of our product is very bright (pun intended). Out of office When Jorge isn’t living out his passion as an engineer, he’s spending time with family and friends by going running, salsa dancing, hitting the beach, and playing brain-intensive card games. Welcome to the fam, Jorge!
Best Practices   |   Read

Keeping Your Clients Happy and Informed with Client Facing Dashboards

As an Account Executive at BrightGauge, I speak with dozens of potential and current customers each month. Each MSP comes from a different background, with varying goals and needs, but one universal struggle I hear is the need to show better value to customers. One of the paradoxes of the MSP world is that customers rarely need to see you when systems are running smoothly. When clients don’t hear much from you because things are working correctly, they might assume you aren’t delivering value. How can you solve this? One obvious way is through regular, automated reports, which is one of the main reasons companies hire BrightGauge. This may satisfy most customers, but there are still those for whom this will not provide enough insight into why they’re paying thousands of dollars each month for your services. For the clients that crave more up to the minute information, our Customer Facing Dashboards are a great solution. There are two main ways you can create live Dashboards for your customers - Add your client to your BrightGauge instance as a Viewer or utilize our new Public Dashboards. The first thing I would do in either circumstance is determine what metrics or KPIs you’d like your client to be able to access at any given time. Add the metrics you choose to a new dashboard Use the dashboard filtering option to filter down to that client. Clone the dashboard and title it accordingly. One good option is to create a master client dashboard, then filter and clone to each client that will have access to a dashboard. If you use ConnectWise Manage, AutoTask, Kaseya BMS, or TigerPaw as your PSA, you should have a default dashboard called ‘Client Dashboard Template’ that you can modify to your needs. Add Client as a Viewer The first way you can give your client access to the dashboard you’ve created for them is by adding them to your BrightGauge instance as a viewer. Every BrightGauge plan includes unlimited Viewer licenses. To create a new viewer, click on the admin button at the top right corner of your BrightGauge account, then select ‘Viewers’ from the dropdown. You simply need to provide their name and email address, then select the Dashboard you’d like to give them access to. They will then have a login to your BrightGauge instance, but the only thing they will be able to see is the dashboard you’ve given them access to. As a viewer, they won’t have any permissions on the dashboards or gauges except to drill down, and of course you’ll determine what, if anything, they’ll see on the drill-down. Provide Your Client with Public Dashboard Your other option is to utilize our new Public Dashboards feature, available on our Enterprise plan. To enable this, click on the ‘More’ button at the top right corner of the dashboard, and select ‘Public URL’ from the dropdown. This will provide you with a URL link you can copy and send to your client. Your client can bookmark the URL and will not need to log in to your BrightGauge instance. The Public Dashboards do not allow for drilldown. Again, your client will not have any permissions on this dashboard or on any of the gauges. There are a few great benefits to Customer Facing Dashboards: Customers receiving real time data on their tickets, machines, or projects will have less need to open tickets or call for status updates This shows a level of transparency most MSPs aren’t providing to their clients For your larger clients, this will show the extra benefits they gain by using your services rather than moving their IT operations in house Want help determining what metrics to share with your client, or how to build a great Customer Facing Dashboard? Contact BrightGauge for help with selecting relevant data that will show value to your customers!
Culture   |   Read

Natalie Dinkins Joins BrightGauge as Customer Support Specialist

We’re excited to welcome Natalie Dinkins 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 Natalie was born in Brooklyn, New York, but grew up right here in South Florida. After graduating from Plantation High School, Natalie decided to stay local, attending Broward College for two years before earning her Bachelor’s degree from the University of Miami (C-A-N-E-S!). Later on, she also earned a Master’s degree from Florida International University. Since then, Natalie has explored several interesting avenues, working in energy conservation, higher education, and banking. Most recently, she was a Program/Project Manager for an all-women web development cohort. In that position, Natalie managed an all-women web development bootcamp, spearheading the project by recruiting students, providing input on the curriculum, and hiring teaching staff. That tech-focused role was the perfect springboard for the next opportunity in her career. Joining BrightGauge While going through the interview process here at BrightGauge, Natalie had a chance to meet several team members, who all talked a whole lot about how much they enjoyed their work. Plus, it was really clear that everyone truly loved working with one another, which gave Natalie the sense that this was a team she really wanted to be a part of. Aside from the culture, the opportunity to learn something new while applying her past skills and experience appealed to Natalie and solidified her decision to come on board! Next time you submit a support ticket, you may just hear from Natalie herself. Out of office Outside of work, you can find Natalie spending time with her siblings, whether they’re tailgating at a football game or barbecuing in the park. And recently, Natalie has rekindled her love for running, but it’s a love that sometimes goes unfulfilled. “Between the extreme heat and torrential downpours, running outdoors in South Florida can be a challenge,” says Natalie. Ain’t that the truth!

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Why BrightGauge is the Best Analytics Solution for MSPs & TSPs

In a world where data drives decisions, BrightGauge stands out as the premier analytics solution for Managed Service Providers (MSPs) & Technology Service Providers (TSPs), offering the tools and insights needed to excel. Empowering TSPs with Data-Driven Insights In today's fast-paced technological landscape, the ability to make data-driven decisions is crucial for the success of Managed Service Providers (MSPs) & Technology Service Providers (TSPs). BrightGauge is on a mission to empower MSPs by offering robust analytics tools that turn raw data into actionable insights. By leveraging BrightGauge, MSPs can monitor performance metrics in real-time, get proactively notified on threshold alerts, identify trends, and make strategic decisions that drive growth and efficiency. With BrightGauge, MSPs have access to a comprehensive suite of dashboards, reports, goals and proactive notification workflows that provide a clear view of key performance indicators (KPIs). This not only helps in tracking operational efficiency but also in identifying areas for improvement, thereby facilitating a culture of continuous enhancement. New Tools and Features: What's Fresh at BrightGauge In 2024, BrightGauge significantly expanded its native integration capabilities by adding support for five tools, including Acronis, Axcient, ConnectWise MDR, ConnectWise Asio, and Strety. These line of integrations highlights the critical need for monitoring endpoint status and backup recovery posture for business continuity. Notably, the integration with Strety allows BrightGauge metrics to power scorecards and create linked To-Dos and issues, marking BrightGauge's first outbound integration and reinforcing its leadership in providing comprehensive solutions for MSPs & TSPs. BrightGauge continually evolves to meet the dynamic needs of MSPs. This year in 2024, our Recent updates have introduced a variety of new tools and features designed to enhance the user experience and provide proactive insights & personalized visualizations to everyone at your organization. Proactive notifications workflows feature was made generally available in first half of this year. It enables you to create thresholds on metrics that you want to track based on threshold conditions. With flexibility to get notified on MS Teams, Email & Slack notifications, BrightGauge monitors these metrics and provide customizable & personalized alerts if metrics crosses the threshold. BrightGauge also introduced brand-new Dashboard management experience in Asio-neon theme which enables management of dashboards, filter on different fields, categories to organize, manage access to users at a single place. This also paves way to have access to BrightGauge dashboards from within AsioTM platform. Another exciting addition is the Sidekick for BrightGauge (currently in Early access), the AI-enabled chatbot enables BrightGauge users to ask questions in a natural language and MS teams-based Sidekick app provides summarized answers from the data sources connected out of 60+ supported integrations. This innovation makes BrightGauge the only MSP-focused analytics platform that truly integrates AI to deliver insights with your existing BrightGauge subscription. Personalized Insights for Every Role in the Organization At BrightGauge, we want to empower MSPs to provide personalized insights to everyone at your organization. We believe creating visible & measurable goals, providing visibility to different activities & its metrics that contribute to those goals makes people rally around the goals and often exceeding them. One of the stand-out features of BrightGauge is its ability to create Parent-child dashboards. Using a single Parent dashboard, you can create multiple clone child dashboards to provide personalized view tailored to needs of every role within an organization. Parent dashboards enable you to control and make updates to multiple dashboards at ease. Whether you're a technician on the front lines, a manager overseeing operations, or an executive shaping strategy, BrightGauge delivers the specific data you need to excel in your role. In last one year of launch of this feature, MSPs across the world created around 12000 dashboards from their parent dashboards fewer than 1800. That shows how easy it has made to provide either client-facing dashboards or technician specific dashboards. Why BrightGauge Outshines the Competition Central to BrightGauge's design principles is the ease of use and the empowerment of MSPs through self-service capabilities. BrightGauge distinguishes itself from other analytics solutions with its intuitive interface, extensive customization options, and strong integration features. Unlike many other platforms, BrightGauge is specifically crafted with TSPs in mind, ensuring that all features and tools are tailored to the unique challenges and needs of this industry. Integrations and features mentioned earlier in the blog are some examples of our focus for TSPs success. Furthermore, BrightGauge is committed to meeting the needs of MSPs worldwide. In addition to North America, BrightGauge now has data centers in the EU and AU, offering data localization options. With over 4,200 pre-built metrics and gauge templates, along with its seamless integration with other essential systems used by MSPs, such as PSA and RMM tools, BrightGauge enhances its value, making it an essential component of any MSP's toolkit. Looking forward in 2025 ConnectWise is dedicated to delivering the first and only true MSP platform, and as part of this commitment, more of BrightGauge's features will be reimagined with user-friendly enhancements in an Asio-neon theme, becoming available on the ConnectWise Asio platform. In the addition to new integrations, existing ones, particularly those with AsioTM solutions, will be more tightly integrated, ensuring seamless data access across the tools MSPs use within the platform. Next year, BrightGauge will introduce features designed to support the community and its needs, offering self-service capabilities for creating data views to generate domain-specific insights and foster community sharing experience.
Best Practices   |   Read

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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