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Customer Success   |   Read

New Client Reporting Templates for Connectwise, Autotask and Tigerpaw

What service information should I send my clients? How often should I send the reports? These are the two most popular questions we get during the on-boarding process with new customers or when ...
What service information should I send my clients? How often should I send the reports? These are the two most popular questions we get during the on-boarding process with new customers or when customers are initially setting up our Client Reporting feature. The good news is that we have you covered! We’ve already done the homework on the key information you should be sending your clients by providing you with templates per data source. It’s important that we discuss how we developed these templates. We used three techniques: (1) analyzed the client reporting features of our power users (2) surveyed our customers and (3) leveraged our own experience from our MSP. What came out of this 2-month long research project are our Client Reporting Templates, which we have shared with all customers. But it’s important to note that these are a “starting point” to help you get going. From here you can build more customization or make adjustments as you see fit. For our PSA data sources, Connectwise, Connectwise Hosted, Autotask, and Tigerpaw we focused on just a few simple gauges: Service Summary This shows tickets that are currently open, tickets opened last month, and tickets closed last month. This gauge is a great snapshot into the services details for the prior month. Open vs Closed Tickets This gauge is a perfect visualization into how your team is keeping up with the demands of the client. If there are more tickets open than closed (meaning your service backlog is increasing), then there should be a point of discussion with your client on how you can address this. Service Level Agreement (SLA) If your data source provides SLA information that allows us to document the average time it takes to acknowledge or respond to a ticket, it’s important to share that with your client. This shows that your team is being responsive to their requests which is one of the most important characteristics a client expects of a service provider. Tickets Opened By Type This pie chart shares the type of tickets your client currently has open with you. This gauge provides a wealth of information on what type of work your client is requesting of you. One glance at this gauge tells a story of the different types of support you are providing - and if the support is off, what’s expected based on the contract. This is your opportunity to review with the client and make adjustments. Most Active Users This is one of my favorite gauges to share with clients because it helps immediately identify the “problem users” that may need some extra coaching or training. We all have a few noisy users in our client base who have a tendency to open the majority of the support requests, and this gauge allows you to bring it front and center. In summary, with these 5 key gauges you’re able to show: All the work you have done for the client How you’re responding to their requests Whether your team is keeping up with the volume The type of support you are providing The most active users that you’re spending the most time on This summary speaks volume about the value you’re providing! To learn more about how you can ensure client happiness and save a ton of time by skipping the manual report process, check out our free webinar:
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Podcasts, Customers, Best Practices   |   Read

[Podcast] Episode 3 with Matt Gallo of United Data Technologies

After we recently featured a podcast about the BrightGauge sales process, the feedback was great from our community but folks still had questions and wanted to dive even deeper into the topic. So we invited Matt Gallo, Territory Sales Manager of the SMB Division of United Data Technologies (UDT), to join our co-Founder and CEO, Eric Dosal, for an in-depth discussion about his experience building a sales division for one of the largest Managed IT teams in South Florida. getting ready to kick off Episode 3 of The BrightGauge Podcast With a background in IT Sales at Compuquip and All Covered, Matt made the leap into Sales Management when he transitioned to UDT. During his conversation with Eric, Matt explains in detail how he ensured his success in the new position and offers insight into building a MSP sales division from scratch, keeping his team focused on hunting new business, the candidates he looks for in the hiring process, how to compensate a sales team to make sure they stay focused on bringing in the right business, and so much more! Building a Sales Team: Episode Highlights Sales team compensation (8:48) The transition from Sales to Sales Management (13:49) Hiring a Sales team (15:58) A typical day in Sales Management (17:16) Hunting new business & building business relationships (19:25) Sales tools (25:24) No easy way out (26:35) Fun Q & A (27:44) If you’re in charge of managing a sales team or even considering the next steps in your sales career, you’ll want to hear Matt’s advice based on years of experience in Managed Services! Want to find out more about The BrightGauge Podcast? Check out all the episodes here.

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Best Practices   |   Read

Top 4 Reasons Why You Should be Sending Reports to Clients

Brian and I have been on this kick of meeting with customers and learning more about why they use BrightGauge and what areas we can improve on. As we started with our larger partners that had been with us for a while, we noticed a trend. All of them were using our Client Reporting and we wanted to understand why. So we asked them for some insight and here’s what they said as to why they send reports to clients on a monthly basis. Turns out there are 4 recurring reasons or themes we have heard in our conversations: 1) Staying Top of Mind With My Clients This was by far the most popular response in that sending your client a report on a regular basis, with meaningful information, they are able to stay top of mind. This is a low impact way to make sure your clients know all the wonderful things you’re doing for them and also that you are regularly keeping an eye on their technology. 2) Showing the Value You Provide This is a big shift in the way traditional MSPs think because many of them are just focused on the speeds and feeds of what they do... not on all the value they bring to their clients. During the conversations we had, it was clear that these partners understand the importance of showing value and more importantly to convey this value in a non-intrusive way. Most of them found that sending a regularly scheduled report with everything accomplished is a huge help in articulating their value. 3) Providing an “Itemized Receipt” for Everything You’ve Done This was a unique one for me, but it made total sense after they explained it. We all have eaten out at a restaurant and at the end of a meal you always get an itemized list of everything you consumed during your meal. The receipt serves as documentation for everything that was provided to you and explains why your bill is the price it is. Same goes for your clients, sending them a report shows all the things they have consumed (or you have done) and reminds them why they have to pay the bill. 4) Historical Records and Documentation Monthly Executive Summary Reports are a great way to document everything happening or what has happened over a given time period. The beauty of reports is they are from a specific point in time which serves as a great source of documentation. Saving this historical information comes in handy to reference in the future and especially in the event of an audit where you need to provide the information upon request. To learn how Client Reporting can make a huge impact on your business, download our free webinar where we share how Client Reporting is a key pillar in the area of Customer Success.
Customers, Service, Best Practices   |   Read

Tips on Identifying Your Ideal Customer [FREE Webinar Download]

Finding the right customers begins during the sales process, but why is it important to find the right customers? More importantly, how do you spot a bad customer in the sales process? We know the sales process topic can be overwhelming… with so many ideas and opinions out there, it can be hard just figuring out where to start. So we invited Richard Tubb, one of the most well-known consultants in the British Managed Service Provider (MSP) business, to speak with the BrightGauge community about choosing the right customers for a Service Provider business. During the 50-minute discussion with our co-Founder and CEO, Eric Dosal, Richard gives first-hand advice from his days as a MSP Owner. From bad customers to budgeting woes, placing price over value or lack of communication, Richard has dealt with all the challenges that are so common in the Service Provider industry. You’ll walk away from the webinar with new ideas on how to address each issue, whether you’re the MSP Owner or the person in charge of Sales. The topics covered include: Understanding the different types of customers How to spot a bad customer in the sales process Finding a customer's budget and so much more! To download, click the image above or this link.
Customer Success   |   Read

[Case Study] CadreNET saves 25 Hours per week using BrightGauge

In the beginning, CadreNET was manually producing reports along with using built-in dashboard functionality from their PSA, Tigerpaw. They lacked an efficient way to produce internal reports, monitor their business or even make metrics-based decisions. Owner Richard Trivedi found a solution using BrightGauge to monitor not only his business, but his team as well. Needing a Consistent Business Update As a Managed Service Provider, it’s critical for CadreNET to process data quickly and accurately. But when it came to their built-in software resources at hand in Tigerpaw and Kaseya, they were missing a way to tie all their metrics into one easy-to-monitor resource. The management team was left to manually produce timesheets, income reports and more - a serious time commitment for a team focused on growing their business. With 12 metrics to check and a processing time of 10-15 minutes per metric, the minutes quickly turned into hours for each status update. Furthermore, they found that when they did run reports from their softwares the data was often inaccurate and never gave them the right figures. Building a Data Process As Richard immediately realized, he and his team were desperate for a dashboard solution that would keep them up to date throughout the day with real time data. After realizing that BrightGauge did not yet integrate with Tigerpaw, Richard evaluated other solutions in the market but was very disappointed by poor follow-up and customer communication when installations failed on deployments. After this frustrating experience he decided to put the project on hold and revisit in the future. Within a week of moving on, Richard received an invitation to be a Tigerpaw Beta tester with the BrightGauge team and instantly volunteered to help. He found the setup to be very simple: with our standard instructions plus a quick introduction call from our team, Richard was up and running by himself in less than 10 minutes. The BrightGauge Experience Using the BrightGauge platform, Richard now has real time information in front of him that helps significantly when it comes to making business decisions. Being able to monitor time entries made by his team also gave Richard access to tracking their performance, greatly reducing missed tickets entered into Tigerpaw. At roughly 10% of billable tickets being lost prior to BrightGauge, the money reclaimed moving forward was a notable win. But besides the money gain, Richard noticed an even larger feat when it came to his time savings. By using the BrightGauge gauges and dashboards as compared to running reports himself, Richard saves an average of 20-25 hours each week. Recommending BrightGauge “There are many reasons [to recommend the platform] but product performance and support are always the two main reasons, and BrightGauge has surpassed my expectations on both. My most positive experience has been working with the team - they are top notch and always willing to help. I was extremely pleased with the product and team from Day One.”

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Customer Success   |   Read

Free Webinar: How Investing in Customer Success Drove Our MSP Growth

Join us on September 22nd at 11:00am EDT to learn about How Investing in Customer Success Drove our MSP Growth. In this 45-minute session, our co-Founder and CEO, Eric Dosal, will guide you through a closer look at why Customer Success is a key factor in the growth of any Service Provider business. As the former owner of a MSP business, Eric knows first hand about the need for account management and exceeding a customer’s expectations. He’ll open up his personal playbook and discuss the steps and the data that were behind each decision he made while managing to grow his MSP into one of the largest in South Florida. During this discussion, Eric will cover several topics that are essential to implementing and managing a Customer Success program, including: What is Customer Success? How Customer Success Impacts Churn Key parts to a winning Customer Success process What should a Customer Success person/team look like Customer Success KPIs Open Q & A and much more! You’ll walk away with actionable insights on the steps you should take to kick off a Customer Success program, whether you’re the MSP owner or the person in charge of Sales. We hope to see you at the next session in our ongoing BrightGauge Educational Webinar Series! To RSVP, click the image above or visit: How Investing in Customer Success Drove Our MSP Growth.
Customer Success   |   Read

3 Ways BrightGauge Helps Keep Your Clients Happy

"Why do I pay you every month?" The dreaded question of any service provider. So how do you combat receiving this potential question? According to Harvard Business Review, it can be up to 25 times more expensive to constantly acquire new clients instead of keeping your existing clients on board by ensuring their happiness. And, more than 50% of customers switched service providers in a single year after poor customer service according to Accenture’s Global Consumer Pulse Survey. Sounds like the obvious approach is to make sure you have happy clients. Based on the stats, we decided to spend a few weeks meeting with our fastest growing partners. We uncovered 3 key reasons why they are using BrightGauge to keep their clients happy and engaged. Sharing That You Provide Top Notch Service Become a True Partner, Not Just a Vendor Show Them The Information They Want, When They Want It Sharing That You Provide Top Notch Service At the end of the day we are all in the client Service business and you as a MSP just happen to use technology to provide that client service. Your clients are counting on you to provide the very best support possible and expect you to deliver on what you promised. By sharing with your client all the tasks you have accomplished during the previous month it allows you to highlight the tactical impact you have on their business. Become A True Partner, Not Just a Vendor Technology is at the center of everything we do and as MSPs you provide an incredible service that enables companies to function on a daily basis. Our partners prepare and deliver their client’s reports and use that as an opportunity to have conversations with the decision makers on how their technology is performing. These conversations allow you to “Move Up The Stack” which is one of the key lessons we shared in our Sales Best Practice Webinar. Show Them The Information They Want, When They Want It Your clients are already getting bombarded with emails and status updates from every vendor, partner, software, company they interact with. So a great way to differentiate yourself is to customize the information you are sending your client and the frequency that they receive it. By taking the time to understand what they are looking for and provide them that information when they want it, it will make you stand out above the crowd. To learn how Client Reporting can make a huge impact on your business check out our free webinar where we discussed how Client Reporting is a key pillar in the area of Customer Success.
Podcasts   |   Read

Launching The BrightGauge Podcast

The team at BrightGauge really prides ourselves on being open-minded, especially when it comes to new ideas about how we can share content with our customers and friends. So during the course of a round of recent customer feedback interviews led by our Product Manager, Brian Dosal, I took note that a few of our customers referenced podcasts they listened to or had even been featured on. Around the same time our CEO, Eric Dosal, happened to mention a possible BrightGauge podcast by coincidence. Armed with the customer feedback, a mutual passion for sharing information and a complete lack of marketing inhibition, the conversation was short and the excitement was high. We were going to launch The BrightGauge Podcast! Since we’ve always had a lot of ideas for content to share with our community, having another platform to do so was an obvious choice for communication and education. Welcome to the show [Cut to a few weeks later] With topics laid out, a recommended podcasting microphone on deck and a little research under our belts, we were ready to introduce ourselves to the world. Episode # 1 featured Eric and I explaining how and why BrightGauge was founded and where we are going in the near future, as well as our company and team growth over the last few years. Episode # 2: The BrightGauge Sales Process We’re constantly speaking to MSPs and ITSPs from all over the world. While time zones and accents change, the challenges seen by each one are usually parallel and one of those challenges is how to implement or improve a sales process. So, what better way to begin giving some insights on the topic than to open up about what works for us in the BrightGauge sales process? We called in our expert, Larry Garcia, our Director of Sales, to share some tips and actionable insights about his sales pipeline. From using storytelling in the sales process to helpful sales tools and even how to process a cold lead, Larry lays out his best advice in this episode. We hope you enjoy the latest episode of The BrightGauge Podcast, and don’t forget to send us your ideas for topics to be covered on future episodes! I can be reached at amccluney[at]brightgauge[dot]com for suggestions. Episode 2 Resources: Spin Selling by Neil Rackham The Joshua Principle by Tony Hughes Predictable Revenue by Aaron Ross Software: CirrusInsight.com Want to find out more about The BrightGauge Podcast? Check out all the episodes here.
Customer Success   |   Read

Tigerpaw Expansion Offers Opportunity, Invoice, Task & Quote KPIs

Today we’re excited to share that BrightGauge has announced 24 new KPIs for our Tigerpaw partners, helping make a great product even better and bringing the integration to a whole new level. We announced our original integration earlier this year with an initial focus on Service Orders and Time Entries data. This included the release of our Tigerpaw Best Practices Dashboard (shown below). But upon further investigation of the Tigerpaw Software and initial feedback from our Tigerpaw Partners we knew we had only scratched the surface of the data they need to run their businesses and decided to dive into Opportunity KPIs, Invoice KPIs, Task KPIs, and Quote KPIs next. Below is a list of all the new KPIs we released including a few screenshots of the most popular ones. To learn more about our integration please visit: Tigerpaw Integration Overview and for our existing customers that want assistance on how to customize these metrics please reach out to our Data Team. Opportunity KPIs Opportunities Closed Last Week Open Opportunities By Type Open Opportunities By Stage (pictured below) Revenue Pipeline Next 30 Days (pictured below) Revenue Opportunities Currently Open By Sales Rep Invoice KPIs Invoices Paid Last 30 Day by Account Invoices Paid - Last 30 Days Outstanding Invoices Count Outstanding Invoices By Account (pictured below) Outstanding Invoices Total Amount Trailing 12 Month Revenue (pictured below) Total Revenue Amount Last Month Outstanding Invoices by Aging Status Top 25 Balances Due by Account (pictured below) Task KPIs Open Tasks (pictured below) Open tasks Past Due (pictured below) Open tasks by Member Open tasks Past Due by Member (pictured below) Open tasks by project Open tasks by opportunity Quote KPIs Open Quotes Open Quotes By Rep Open Quotes By Status Open Quotes By Account
Customer Success   |   Read

How BrightGauge Works: A 30,000-ft view

What is BrightGauge? BrightGauge is a web based application that serves as a data visualization and centralization tool for your current PSA, RMM, and Finance software(s). We help you get the most out of your data source(s) by accessing, grouping, and simplifying data that most of these tools have “hidden”/stored in their databases across multiple tables without a simple way to display or report on. Apart from accenting each software individually, BrightGauge allows you to bring together multiple data sources into our platform, whether it's an on-premise system with our secure agent or connected via an API to a hosted provider. These tools are typically built as silos with limited interoperability. Each has its unique strengths, but they keep their proprietary content “locked” internally, leaving gaps and incomplete coverage in your business. We help you break down the barriers of these data silos and bring all your key business data together. In order to help you leverage your data, there is a three step process from your datasource to the end result visualization that we will define now and explain later. The key definitions are: Datasets - The Raw Data we extract from your datasource, normalize a bit (like dates), and then make available to you to create visuals. Gauges - These are the visualizations of the data. The charts, numbers, lists, or tables that are created as representations of the raw data. Reports & Dashboards - These are the areas where you can place your gauges for regular viewing. Now that you have that basic understanding, read below for key differences and more detailed definitions of each of these terms. Datasets vs. Gauges Datasets and Gauges are what power the BrightGauge app; datasets serve as a backbone while gauges serve as a brain per se. Gauges use these fields to display information in the form of several charts such as tables, vertical bar graphs, line graphs, horizontal bar graphs, pie charts, number headings, lists, and tables. Dashboards vs. Reports Dashboards and Reports are both tools that are built off of Gauges and are used to group, display, and share data. Just like Gauges, Dashboards and Reports are customizable and can be tailored to best fit your needs.
Customer Success   |   Read

Maker vs. Manager: Why Scheduling is Key in a Hybrid Role

Over the past few months both my brother and I have been doing a lot of customer calls and really diving deep into better understanding what our customers’ challenges are and how we can better help them. I also recently covered sales while Larry was out of the office and speaking to our customers and prospects reaffirmed that one of the challenges I keep hearing about is time management. When I dove further into the topic with those customers I realized that I struggle with the same challenges as a CEO of a small but growing company. So I have been reflecting on the topic quite a bit the last few weeks, all the while researching different productivity hacks on how I can improve my output. But those were all minor solutions that didn’t really address the core problem. And then I came across Paul Graham’s very famous essay on Maker’s Schedule vs Manager’s Schedule, and it hit me, that’s IT! So today I wanted to share what I found out and what I’m doing about it as it may help each of you. First a little background... Like many of my customers, I wear a lot of hats, professionally. My main focus is being the CEO at BrightGauge, but as a small company (I no longer consider ourselves a "startup"), that doesn't just mean CEO duties, that includes a whole bunch of other things. I spend most of my time managing the Growth Team so I work on Marketing campaigns, helping with sales deals and pipeline management, following up on implementations and professional services work, etc. When I'm not focused on specific Growth Team tasks you can find me handling the finances and following up on past due accounts. And that’s just the BrightGauge stuff - there is also a portion of my time spent at our other family businesses Compuquip Technologies (Internet Security), Dosal Capital (Finance & Investments), and Blue Wave Communications (voice & data cabling). The Challenge So yes, I wear a ton of different hats. And I'm ok with the different hats as it keeps it interesting, however after reading Paul’s essay it struck me that my biggest challenge is bouncing from Maker (the doing) to Manager (the managing) because those are two completely different skill sets and approaches to work. As an example, some of my responsibility is to manage others and make sure we are aligned with our goals and heading in the right direction, that's Manager stuff. Then I also have to contribute to our blog posts, draft up content for our podcast, follow up on support tickets, jump on demos with customers... that's Maker stuff. Switching gears between the two is very difficult if you don’t properly plan for it. My Solution For now what I'm doing is blocking off time for each type of work and dividing my days as best as I can. So far it’s been a huge help and I’ve really been able to focus and feel a lot more productive. Here's a screenshot of my current schedule blocks: It’s not a perfect solution but I definitely feel progress and that I’m heading in the right direction. How you can apply this to your business Although you may not realize it, you might be experiencing the same challenge. It may not be exactly the same as me but instead related to splitting your time between managing the team, still billing those legacy clients that depend on you, doing the vCIO work for your big clients, or making sales calls, etc. Depending on the size of your business and the ability (time and financial) to hire more resources you may have to stay in a hybrid role. The key I’ve found is to identify how you work best in each role and make sure you're mentally prepared and focused for each.

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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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