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Dashboards, Gauges, Customers, Service, Best Practices, Customer Success   |   Read

How Origin Manages Data Across Their Organization with BrightGauge

[Case Study] In a time when measurables mean everything to a rapidly-growing business, the team at Origin IT found themselves looking for a more comprehensive data solution. Back in 2013, they were ...
[Case Study] In a time when measurables mean everything to a rapidly-growing business, the team at Origin IT found themselves looking for a more comprehensive data solution. Back in 2013, they were using one dashboard solution in their service area and for all the other areas of their business they were extracting data directly from SQL which was a manual process. While they managed to make the most out of wrangling their data sources, what they were originally looking for at that time were good-looking, external, client-facing reports. Adopting BrightGauge When Origin first launched BrightGauge as their data solution, they had an employee base of about 45 people and kept their focus solely on client reporting for a short time. However, the Executive team at Origin realized that rapid growth opportunities were on the horizon and they needed to assign a team member to focus the majority of their energy on managing data across their entire business. As Head of Services, Matt Treacy, explains he “didn’t have the time or knowledge with SQL” that would drive the type of customization the business was looking for. The team found their solution in hiring an Operations Analyst, Georgia Anderson, for the growing MSP. As Matt explains, the adoption process was a quick one for the large team because they instantly realized how much was possible with BrightGauge, how quickly Georgia could pull it all together, and how their data ended up in a neat presentation using both reports and dashboards. The Results: How 7 Key Business Areas Incorporated Dashboards to Help Drive Their Success In the last 3 years since becoming a BrightGauge customer, Origin IT has grown from 45 people to 125, and Matt tells us that they leveraged their data to support their massive growth because “data drives each department to understand what’s going on in their area”. Plus, the availability of data has opened the floodgates to wanting even more information at their fingertips. While the partnership began with a focus on pulling ConnectWise data for external reports, they now have automated reports and custom dashboards for individuals, teams, the management team and even their board of directors. Finance: Where Origin previously had a custom SQL report with daily financials, there is now a live dashboard to show financials from across the business. Sales: This group keeps an eye on the near future using an automated monthly rolling forecast based on new opportunities and probability of closure. Service: For this team, additional data sources such as the phone system are imported via Dropbox to ensure that reports and dashboards reflect a true 360-degree view of Origin’s business operations. Projects: For Project teams, there are daily updates on the amount being billed, the amount outstanding, and more. Account Managers: In this group, each person has their own personal dashboards that show their sales activity, as well as dashboards for specific clients. Customer Satisfaction: CSAT scores also end up on the big-screen TVs found in nearly every room of Origin’s spacious new office. The Board: When the time comes for Board meetings, dashboards are leveraged again to quickly and easily show the data that used to require a more time consuming process involving SQL and Excel spreadsheets. As Georgia explains, the beauty of creating all of these custom reports and dashboards is the time savings she sees: “once they are created, they are set for good”. Recommending BrightGauge As Matt tells us, “looking back about 8 months ago, when the owner of the business asked us for a report, it would take a week or two to create. Now it’s done by the end of the day or the next morning. Everyone knows they can ask for anything now. Before it was ‘no, can’t do that’. The process is now streamlined and easy.”
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Dashboards, Customers, Best Practices, Customer Success   |   Read

How Netrix Drives Improved Team Performance using BrightGauge

[Case Study] Netrix IT runs on Traction EOS and this business model requires a scorecard to be reported on weekly from each department of the company to ensure everyone is on track to meet weekly, quarterly, and year end goals. Although they had an operations strategy in place, they lacked an efficient way to extract the data they needed to help track their team’s progress. Netrix’s Director of Technology, Nick Olerud, needed a solution that would manage the data but also help easily share the data with his entire team for them to know how they were performing. Looking for a Solution Before they became a BrightGauge customer, Netrix knew they had a wealth of information in their Tigerpaw PSA along with their other internal systems that would help them manage their business. The challenge was they were spending a lot of time compiling the necessary reports from various systems. With no centralized data solution in place, Nick was manually pulling data from Tigerpaw and other data sources, then spending up to 4 hours each week creating the team’s scorecard alone - time that he didn’t have to spare, especially when you consider Netrix IT’s rapid pace of growth. Once the team at Netrix had seen BrightGauge in action, they were excited and ready to dive in immediately. Their demo, signup, and deployment took less than 48 hours from start to finish: “Setup time is minimal and the building of gauges and reports is very intuitive.” Using BrightGauge When Netrix signed up as a BrightGauge customer, they immediately began seeing results when it came to making sense of their data. For the management team, leveraging reports and dashboards made it easy to gain critical business insights. But there was also a greater push when it came to the entire team’s performance and accountability. In fact, after deploying BrightGauge Nick could see the results immediately: “within the first week, I could see the team really rally around the dashboard and begin to take pride in the level of service they provide”. the Netrix team and their TAC dashboard Netrix has a very competitive team and the transparency that stems from using the BrightGauge dashboards helps to drive the team’s efforts to the right task at the right time. Displaying Open Service Order [ticket] Counts and SLA numbers (daily and weekly) helps them set the tone for the day and allows them to know when they need to pull in more resources. As Nick describes it, “BrightGauge is really the heartbeat monitor of our Technical Assistance Center. We use it to monitor the response time, workload, and ensure our clients receive the support they expect.” And now when it comes to those weekly scorecard updates, the report is automated and gets delivered to Nick’s inbox every Monday: “The amount of time it saves me while keeping our technical team on task is unmeasurable and completely priceless.” Recommending BrightGauge Businesses don’t run on ‘feel’, instead you need facts and numbers, which BrightGauge brings to the table, explains Nick. He goes on to say “The product is amazing and the people at BrightGauge are top notch. I believe in having a solid relationship with my vendors and clients. I had the opportunity to meet Eric and Larry at the most recent TigerPaw conference and it was a blast to collaborate with them and share success stories.”

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Service, Best Practices   |   Read

[Video] How To Structure Long Term Contracts for MSPs

In the recent months, we’ve seen our MSP Consulting service become more popular as word gets out about the expert advice offered by our co-Founder and CEO, Eric Dosal. With many years of experience in managing his family-owned MSP in the South Florida market, Eric always shares the specific processes and procedures that he used every day to help grow his business. One of the hot topics that comes up during these consulting sessions is how to structure contracts, specifically for a long-term basis. Eric decided to share his advice here in a quick video so that he could give specific examples of the steps he took to ensure the best contract results. The topics covered: why we always used fixed fee contracts contract requirements specific contract verbiage how to guarantee annual contract increases the impact of annual increases
Service   |   Read

MSP Marketing Techniques [FREE Webinar Download]

At BrightGauge, we’re constantly in touch with our customers and our community about all things related to operating a successful MSP business. Through one-on-one customer calls and even through our ongoing Educational Webinar Series we have discussed a ton of hot topics such as Sales best practices, driving growth through Customer Success initiatives, the KPIs that all MSPs should be tracking, and so on. But when we talk to customers about their marketing plans, we typically sense that folks feel overwhelmed even thinking about the topic and where to begin. But that’s just it! While marketing may be perceived as difficult to manage, expensive, and confusing to track when it comes to ROI, we know differently from our own experience. So we recently decided to host a webinar that would help show just how easy and effective a few simple marketing steps can be. The ideas we shared were the same ideas that helped our co-Founder and CEO, Eric Dosal, grow his MSP 10x in 5 years. Some of the conversation highlights: Understand how potential customers make their buying decisions Simple technique for increasing referrals No-cost solutions that will make customer communications a breeze The best type of events to host and so much more! The webinar recording is now available for on-demand viewing; join the conversation and get ready to take your marketing efforts to the next level in 2016 and beyond!
Dashboards, Gauges, Product, Best Practices   |   Read

Answers to the Top 5 Questions Heard by our Data Team

One of our major investments in 2015 was the creation of the Data Customization Team. This team now has three dedicated individuals that focus 100% of their effort on ensuring that our customers have their data tailored to the way they want to see it. Here’s a list of the top 5 most popular questions they receive. Meet Kristian, Rick, and Randall: our Data Customization team Can We Get More Data? Yes and no. If you’re on premise, most likely yes. We limit our default queries so as to not put a strain on the SQL database but we often have queries in house ready to apply to accounts for people wanting more data, so just ask! Sometimes they don’t work and we need to limit data being pulled in and often removing data related to automated tickets works best (removing boards or tickets/time entries associated with these automated users). Some databases however do not allow for this extended data pull. We’re constantly looking for ways to make our queries more efficient or find new tables that allow for larger data pulls, so do not hesitate to ask. If you’re using a cloud product, then the answer is most likely no. We’re often limited by the vendors on how much data we can pull through their APIs. That being said many vendors are switching over to newer API protocols and/or changing how their APIs are structured so this could change at any point. This is a continual work in progress to constantly try to bring more and more data for our customers. Can We Add a Custom Field? Yes! Send our team a screenshot of the field you want to use and any associated data. If it’s a custom ticket field, send us the screenshots for a few tickets. If it’s a custom company field, then send that screenshot for a few companies. We will then find it in the database and see if it can be added. Most likely there are no issues and we can add it in at no cost. There are some instances where the data needs to be manipulated and if that’s the case, then we will need to have our Professional Services team take a crack at it, but you never know if that’s the case until you ask us and get the process started! Can We Get the SLA Data in Business Hours? Depending on your PSA, it most likely already is! SLAs are something you’ll configure in your PSA tool and different tickets can be assigned to different SLAs, so if ticket 1 is on a business hour SLA, then BrightGauge will show it with that data. If ticket 2 is on a 24/7 SLA, then BrightGauge will show it with that. Now not all PSAs report SLA data. For those that don’t, we manually calculate SLA data as times from opened to close and that is on a 24/7 clock and unfortunately we have no way of doing that on business clocks at the moment. We Had Our Own KPI Tool In-House Before Signing up with BrightGauge. Can We Get That Data Replicated in BrightGauge? Of course you can! There are two ways to get this tackled: Take a look at our default datasets. Many of these will contain much of the same data that you were pulling in previously, just in a different format. If the data is there, then just build a gauge to reflect the data in the way you want to show it. You can also reach out to us on the Data Team to help you build those gauges. If the data is not contained in the default datasets, then you can take the SQL queries that you were using before and put them in BrightGauge. On your datasets page, you’ll see a “Create New Dataset” button and that’s where you can paste in your SQL query. If it’s an advanced SQL query, then there may be some issues, but our support forum contains documents that can help you format it or our support desk can help you with it too. Just send an email and we’ll be glad to assist. There’s Data I have In-House That isn’t in a SQL Database. How Can I Use It in BrightGauge? Use our DropBox integration! This integration allows users to take spreadsheets, save them as CSV files (a basic form of spreadsheets that most spreadsheet tools can save as), and then upload them to BrightGauge. Info on this process can be found here. Once you’ve uploaded the file as a new dataset in BrightGauge, it will automatically update anytime you update the file! It’s just that simple. Have a question that wasn’t answered here? You can reach out to the Data Team via support.

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Dashboards, Podcasts, Service   |   Read

[Podcast] Episode 10 with Nick Olerud of Netrix IT

Everyone realizes the correlation between dashboards and data management, but how do dashboards help with team management? We recently invited Nick Olerud, Director of Technology at Netrix IT, to join us for a conversation about the results his team has seen since implementing dashboards. With dashboards come a huge amount of transparency… and as a result, MSPs gain a crystal clear view of which processes and procedures are working well and which ones need to be improved. Nick talks to us about how Netrix leveraged dashboards and the resulting transparency to increase SLA compliance, help hold each teammate accountable, and manage their Sales funnel. Then Nick’s discussion with BrightGauge co-Founder, Eric Dosal, works its way into all the details of positioning and balancing co-managed IT deals, plus an inside look at the Traction EOS system for operating a small business. Driving Better Team Behavior with Dashboards: Episode Highlights Nick’s Introduction (0:59) Comparing the amount of time spent on the team vs. time spent with clients (4:56) Turning away customers that don’t fit: how Netrix got to this point and the red flags they look for (6:07) Why Netrix charges for an assessment with no contingency to sign up (8:13) Driving better team behavior and increasing SLA compliance with dashboards (11:32) How the Netrix team adopted dashboards and transparency (14:48) Using dashboards in the Sales Process (16:16) Dashboards vs. Reports: handling client communication (17:41) Positioning Co-Managed IT deals: how to structure them and what type of clients to go after (19:07) Finding the right balance with a co-managed IT team (21:24) Why an assessment is necessary before a co-managed agreement is made (23:37) Pricing: full-managed vs. co-managed (26:00) All about Traction EOS: What is it? How is Netrix using it? What success has the team seen? (28:54) Getting started with traction EOS: where to begin and how to implement (36:32) Parting advice and how to get in touch with Nick (39:26) Want to find out more about The BrightGauge Podcast? Check out all the episodes here.
Customers, Service, Best Practices   |   Read

[Video] How to Help Grow Your MSP by Understanding Your Ideal Customer

There are a ton of things to consider and decisions to make when it comes to running a successful MSP. But have you stopped for a minute to consider how important it is to make sure you’re doing business with the right customer? We’ve discussed this topic before in webinars and on The BrightGauge Podcast, and it’s an extremely popular conversation in our community. In this 16-minute video, BrightGauge co-Founder and CEO, Eric Dosal, talks in depth about the customer characteristics that paralleled successful business relationships during the days he owned one of the largest MSPs in the South Florida market. In 5 years, Eric grew his MSP 10x and now he’s sharing the specifics you should be utilizing: from revenue and profit contributions to referral opportunities, client personalities, soft benefits and so much more. Some of the topics covered: breaking customers down into 4 buckets: A,B,C,D characteristics of customers for each bucket your game plan for each group ideas to move customers “up” to a new bucket To learn more about the topic of finding and understanding your ideal customer, check out our free webinar on demand featuring Richard Tubb or listen on the go with The BrightGauge Podcast.
Culture   |   Read

Brian Dosal Celebrates 5 Years Since Co-Founding BrightGauge

We’re very excited to congratulate our co-Founder and President, Brian Dosal, on his 5-year BrightGauge anniversary! His product vision keeps us moving forward and constantly pushing to make our platform even better, so it’s certainly time for us to give the official recap of how he got here: The Early Days Brian grew up in the Miami area where he spent summers working in the family IT business, Compuquip Technologies. When the time came for college, Brian decided on attending Notre Dame where he would focus on Management Information Systems while also holding a position on the fencing team. We have a few laughs trying to imagine Brian in his fencing days, but we should also point out that he worked his way up to captain of the team and won a national championship during his time there. After graduating from Notre Dame, Brian joined IBM to work in their Central US Territory out of the Milwaukee area. It took about 2 years or so, but he finally decided that he’d had enough of “big corporate America”... Miami was calling and he decided to move back and join the family business full-time. He started in Sales and eventually ended up running the entire sales team while also starting the Managed Services division of the company with his brother, Eric. Most importantly while running Sales, Brian saw an opportunity to launch a software product to help MSPs manage their data. Founding BrightGauge Brian decided to leave Compuquip and focus on his ideas of bringing a MSP data solution to life. He became employee # 1 here at BrightGauge and literally did it all - sales, marketing, product management, operations, and everything else. Flash forward to today, and with the awesome team we’ve built these last few years, Brian is now able to focus on his passion of Product Management. He splits BrightGauge duties with Eric, and as a result Brian can be found at the helm of our Product Team: everything you see, click, and use within the product is his responsibility. From conceiving ideas to the design, planning, development, testing, and ongoing management of the product, Brian is the guy who manages it all. He has a real passion for building incredible software and he loves to help our customers improve their businesses by leveraging their data. Outside of BrightGauge In addition to leading our fearless Product Team, Brian is also an active Board Member and Advisor to the family’s other 3 businesses: Compuquip, Blue Wave Communications and Dosal Capital. When he’s not working on business stuff, Brian enjoys spending time with his wife, Jackie, and daughter Caroline. He also enjoys spending time outdoors and tries to play golf regularly, although with a growing software business and young family, it’s tough to do sometimes. Brian’s other claim to fame here at BrightGauge is being our in-house wine expert, with a nice cabernet usually on the top of his list. Our crew gets to enjoy some wine tastings with him from time to time at BrightGauge celebrations, and we thoroughly enjoy helping him explore his hobby! Jackie, Caroline, and Brian Please join us in congratulating Brian on a fantastic 5-year journey with BrightGauge. We can’t wait to see what’s coming up next!
Service, Best Practices   |   Read

[Webinar] Simple, yet Effective MSP Marketing Techniques

Join us on Thursday, January 21st at 11:00am EST to learn about MSP Marketing Techniques and get ready to take your business to the next level in 2016! After several years in the MSP industry, our co-Founder and CEO, Eric Dosal, learned a thing or two about growing his company. In fact, he successfully grew his MSP business 10x in 5 years... and now he's ready to share the winning methods he used. Join us for a discussion about easy yet effective ways to drive leads and add deals to the pipeline for your MSP. Some of the topics we'll cover: - Understand how potential customers make their buying decisions - Simple technique for increasing referrals - No-cost solutions that will make customer communications a breeze - The best type of events to host - and so much more! No matter the size of your MSP, the ideas covered in this session are easy to implement and can be tailored to work with your time and budget requirements. So whether you’re the owner of the business or part of a Sales/Marketing team, we hope to see you at the next session in our ongoing BrightGauge Educational Webinar Series! To RSVP, click the image above or visit: MSP Marketing Techniques
Customers, Best Practices   |   Read

[Podcast] Episode 9 with Brad Benner of SmileBack

On our latest episode of The BrightGauge Podcast we welcomed Brad Benner, the founder of SmileBack (formerly branded as Nex.to), known for their suite of smart tool integrations for use with ConnectWise. One of those tools is a CSAT measurement solution which we recently announced as our latest integration at BrightGauge. (Note: The podcast recording was made during the time that SmileBack was known as Nex.to, which is the brand you'll hear referenced in the conversation.) The conversation with Brad was unique because we first learned a bit about how he picked the solutions that Nex.to focuses on and then the process of bringing those ideas to life in the SaaS market. Then Brad offered us a comprehensive look at all aspects of Customer Satisfaction for Service Providers: the need for using a specialized CSAT tool, how Nex.to helps boost survey responses, the best ways to utilize CSAT data, and so much more. All About Customer Satisfaction (CSAT) for Service Providers: Episode Highlights Brad’s intro and background (0:59) How Brad picked the focus areas that Nex.to makes solutions for (4:12) The process of bringing an idea to life in the market (5:53) Being on the SaaS side vs. the consumer side of the business (7:38) A closer look at Nex.to’s Customer Satisfaction tool and customer base (8:52) Why customers are looking outside of their PSA for CSAT tools (10:24) Tackling low survey response rates (12:14) Getting enough data from a simple survey (13:42) What the most engaged companies are doing with CSAT data (15:42) Empowering customers with real-time data monitoring (19:57) Upcoming plans for Nex.to (22:04) Q&A: favorite business book, tools/resource to use as a business owner, why Brad picked Berlin for his new home, how to connect (23:44) Resources mentioned in the episode: The 4 Hour Workweek, by Timothy Ferriss Trello, project management app Zapier, integration connection tool To get in touch with Brad: SmileBack hello [at] smileback.io Want to find out more about The BrightGauge Podcast? Check out all the episodes here.
Service, Best Practices   |   Read

How Tracking CSAT Will Help Manage Your Service Team

In our last look at Customer Satisfaction, we talked about the 4 main benefits of using CSAT to help keep a pulse on your customers. After all, that’s a fairly obvious use for feedback surveys. But when we speak to our community about the benefits of CSAT to help manage service teams, we usually encounter a bit more surprise and it seems that may be an angle that not everyone has considered. Here’s what you need to know about the benefits CSAT can have for your people: Pinpoint training needed for your team. Customer feedback can highlight areas where your team needs to be polished, whether the topic is more product knowledge, customer service training or even help in the sales process. Increase your team’s performance and accountability. Gathering customer feedback can provide constructive criticism to help push for better business decisions and drive continued learning. Boost morale and motivation. When the feedback is positive, it makes the team proud and confident about their work. We see this one all the time at BrightGauge when we share a positive comment - no matter how small. Everyone takes notice, smiles get bigger, and energy levels rise throughout the office! it absolutely makes our day to receive and share positive customer comments! Customer feedback is one of the most important parts of any successful business. With insights into what your clients think about your service, your team knows what they need to focus on at all times. To learn more about CSAT, how to monitor your customer surveys in real time, and keep a single view of all the metrics that run your business, check out our recent integration with SmileBack.

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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.
Customer Success   |   Read

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!
Customer Success   |   Read

Report of the Month: Service Desk 30-Day Summary

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!

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