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MSP Customer Case Study: Community IT

Johanny Torrico is the main BrightGauge admin within the fast growing Community IT Innovators based in Washington D.C. As the Director of Network Support Services at Community IT she wears many hats ...
Johanny Torrico is the main BrightGauge admin within the fast growing Community IT Innovators based in Washington D.C. As the Director of Network Support Services at Community IT she wears many hats and is constantly looking for ways to bring efficiency into her day to day work routine. Below Johanny shares a real life case study of how she and her team get the most value from BrightGauge. ================== Since data is stored in a variety of places and many different applications are used to perform essential business functions, identifying and defining the metrics which are important and relevant to informing performance, allocating resources, and maintaining operational efficiency is both crucial and challenging. A few years ago, Community IT's leadership team established a set of team and company Key Performance Indicators (KPIs). Pulling the data was tedious and time consuming. Managers had to run canned reports from our Professional Services Automation System (PSA) or create complicated pivot tables from CSV exports or direct SQL connections. In addition to being time consuming, we found the end result was often inaccurate and incorrect. Community IT started to explore other reporting tools, which better integrated with our PSA system and tested them. BrightGauge, which had recently matured its services, had also added a dashboard and a number of different gauges to its product. We decided to pilot the BrightGauge system, and ultimately partner with them as our reporting system. BrightGauge has simplified our job in many ways, and here are the top four: Help Desk Performance Monitoring: Live and real time information about our help desk's performance is critical to delivering quality services to our clients. Basic indicators, including response and resolution time of both the team and the technicians, identifying aging tickets, and easily accounting for the number of tickets submitted after hours, were all tasks that required a manager to do a lot of manual work. Hardware Inventory: This was another task that required manual intervention and, on many occasions, a physical site visit. BrightGauge, along with our monitoring system, allowed us to automate the creation of the report and saved us from making expensive and time consuming site visits. Proactive Services: The BrightGauge platform gives us an opportunity to proactively notify our clients when their warranties are about to expire. Client Services: As part of our Managed Service offering, we meet with most of our clients regularly. Preparing for these meetings required us to run a number of different reports, focusing on tickets, system alerts, and budgets, all of which could take between two and three hours to execute. Now, by using BrightGauge, these reports are pre-set, and are automatically delivered to the team and the client. Now, instead of spending valuable resources generating reports, the client and the manager can spend their time focusing on the results. Developing the right set of KPI's is important, but it's only half of the equation. To fully understand and leverage the information your KPIs provide, you need a tool that delivers accurate and consistent information. BrightGauge has allowed us to continue to monitor our current KPI's and develop additional metrics for both teams and individuals. The implementation of the BrightGauge platform has allowed us to utilize our resources more effectively and efficiently, which leads to lower costs and improved services for our clients. To learn what others are saying about BrightGauge visit the BrightGauge Buzz page and below is a screenshot of a set of Johanny's dashboards she keeps at her desk.
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Free Webinar: Establishing & Managing Your Key Performance Indicators for MSPs

Earlier this year, we kicked off the 2014 BrightGauge Educational Webinar Series with a session on How To Increase Efficiency & Profitability Through Service Management Excellence. During the session, MSP Operations Coach Rex Frank of Sea-Level Operations guided us through his 10 Step Operations Plan. This plan outlines the 10 steps that every Service Manager and organization should follow to increase efficiency and profitability. After the webinar, we polled the participants to determine which of the 10 steps they wanted to learn more about, and after several hundred votes were cast, the clear winner was Establishing & Managing MSP Key Performance Indicators. So, we're bringing Rex back for another round, and will be taking a deep dive into the topic. We guarantee you'll learn best practices and strategies that you can immediately implement to make your operations plan run more efficiently. During the session, Rex will cover topics like: Leading vs. Lagging Indicators Indicators vs. Key Indicators Sales KPIs Finance KPIs Service KPIs P&L Based KPI's As usual, we want to accommodate our global community, so we will be hosting the same call twice, on June 18th. Please RSVP to the one session that best fits your schedule by clicking the date/time link: June 18th at 10:30am or June 18th at 7:30pm (both EDT)

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Gartner Business Intelligence & Analytics Conference Recap

Last month, my brother and I attended Gartner's Business Intelligence and Analytics Summit in Las Vegas. For those unfamiliar, Gartner is a large and well respected American information technology (IT) research and advisory firm, and they publish the Annual Gartner Magic Quadrant Reports. These reports rank each company in every product or sub-industry within the IT business community. Since many companies, especially enterprise companies, rely on these reports when selecting vendors and making technology decisions, the reports serve as a "Who's Who" in the industry. BrightGauge is a newcomer in the Business Intelligence (BI) vendor space and we felt there was no better time to attend a conference like this than in our early years as a BI platform. The conference did not disappoint. It was a tremendous learning experience about what enterprise customers are looking for in BI solutions and what vendors who focus on enterprise customers are building into their platforms and solutions. Here were my three takeaways from the conference: Everyone wants to make data driven decisions. I mean everyone. From enterprises, to small business, to consumers, all our customers want to understand and interpret their data in order to determine the most meaningful answers to their challenges. Although getting a Google or Siri in front of everyone's business data is still years away, that is the ultimate goal. Investments are being made so this becomes easier for everyone. Traditionally, enterprise companies depend upon their IT departments to help define what type and what volume of data is needed to make good business decisions. The new model begins to eliminate the IT or BI department from the equation of decision making. Investments are being made in order to equip business users with the tools they need to visualize their data and create the metrics they need to monitor their business activities. Today's businesses are not really large enough to support true BI departments, but they are sophisticated enough to manage their own data with a little direction. Data is Everywhere. Spreadsheets, sale numbers, in house customer service information and social media sites all contribute to the volume of data companies create every day. Each of these systems have their own reporting and dashboard functionality, but when not viewed together, this information creates an incomplete picture and profile. The BI industry helps companies consolidate, visualize, and take action on ALL their data. Fortunately we also learned that at BrightGauge, we have and are currently building all the main pieces needed for an Enterprise Business Intelligence solution. This provides us great confidence that our market, the Fortune 1,000,000, will be able to leverage the Enterprise class features and functionality we are building. Which will help make our customers as competitive as they need to be in order to compete in their markets. A true win, win for everyone!
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BrightGauge Dashboards using Google Chromecast

At BrightGauge, we are always looking for feedback from our customers. As a result we rolled out a new update that enhances the BrightGauge experience on large monitors. The new TV dashboard feature dulls the background and optimizes the viewing area, making the entire experience more intuitive and user friendly. As a software company, we tend to focus on the products that deal with 1's and 0's, as opposed to working on the hardware portion of our customers' experiences. When Karl Fulljames of Nucleus Networks adapted and implemented BrightGauge's technology with Google's new Chromecast feature, we were thrilled with his initiative and out of the box thinking. At BrightGauge, almost everyone uses Google Chrome as their browser, but we often find that Mozilla Firefox offers the best experience. Karl took our recommendation for using Chrome a step further, and integrated the product with the Google's streaming service, Chromecast. As a result, Nucleus Networks can now see their dashboards on televisions throughout the office. One of the challenges of Chromecast is that you need a dedicated computer for each Chromecast. Karl set up a small box and ran multiple Chromecast extensions via a small fork of Linux. This immediately freed up three machines that had previously been dedicated to Chromecast and BrightGauge. At BrightGauge, we value the innovation that comes from quality interaction with our customers. After Karl's successful experiment, we wanted to see how we could optimize other features of Chromecast. We are now using Chromecast to show our own internal features, and the occasional YouTube video. Our experience with Chromecast reminded everyone at BrightGauge that customer service is a two way street. We strive to provide our customers with ways to make their businesses run smoother, and when we listen to their feedback, they can help us make our products better. Thank you to Karl and all the BrightGauge customers who are helping us shape the future of BrightGauge.
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Kaseya Connect 2014 Conference Summary

The BrightGauge team attended the Kaseya Connect Conference in Las Vegas, and we had a phenomenal time. We attend these conferences for three main reasons: To educate our team on current market and industry trends. Meet with customers who are attending the event. Connect with prospects who have shown an interest in our product. The conference did not disappoint, and we had many great opportunities to meet with clients and potential customers. We also got valuable insight into the future of our industry and the opportunity to hear specifically about the direction of one of our key integration partners. Here are four important takeaways: Kaseya is committing to the Cloud. This interesting announcement was met with some pushback. This is a big change, and not everyone is comfortable with moving to the cloud. At BrightGauge, we are excited to hear that a large MSP player is considering a 100% move to the cloud. I predict that there will be some continued resistance to the move from Kaseya On Premise Partners who enjoy the flexibility of having their system on the premise. We can expect additional integrations. Most of the new Kaseya Management Team comes from Computer Associates and SalesForce.com, both of which have well integrated software platforms. The management team hinted that not only are more integrations are on the way, but these integrations will be tighter, making everything more seamless. Everyone is bullish on the MSP Industry. As we walked around the conference, we couldn't help but notice the positive energy around us. There were many conversations about industry growth and client acquisitions. Given that our target audience is MSPs and IT Service Providers, it was comforting and encouraging to hear positive feedback and witness the momentum they are experiencing. Dashboard and Reporting is a top priority. One of the largest and best attended breakout session was on Dashboard and Reporting. Most participants are asking for more access and customization capabilities with their data. Currently, many companies utilize a third party tool, like BrightGauge's technology, to streamline and manage their reporting. We left with some great ideas for our new Kaseya Management Dashboards (see the image below), which we have already made available to our partners. We really enjoyed the three days of learning with and from some of our industry's experts and thought leaders. The best part of the trip, however, was the Customer Happy Hour we hosted. It's always great to connect and chat, in person, with folks from our community. At BrightGauge, we know that nurturing these connections and relationships are as, if not more important, than attending any breakout session. To learn how you can leverage BrightGauge's custom reporting and dashboards with your Kaseya platform please visit: http://www.brightgauge.com/kaseya/

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[MUST SEE] Webinar on Service Operations Management Excellence

If you did not attend our Service Excellence Webinar, you missed a FANTASTIC webinar! Fortunately the recording and slide deck are now available to download by clicking the links at the bottom of this post. Here's a brief summary of the webinar: If you’re in the IT Services business and especially if you’re responsible for Service Options or Service Delivery, this webinar is a MUST WATCH. The webinar has received a 9.4 out of 10 overall rating from your peers. We are so excited with how our first BrightGauge Educational Webinar of 2014 went with MSP Operations Coach Rex Frank of Sea-Level Operations. Rex boiled down his 25+ years of experience of building Service Teams and most recently consulting with Service Managers into a simple and practical 10-Step Operations Plan that every Service Manager and organization should follow. Over the 65 minute session Rex shares real life examples that tied into many best practices take aways that you can implement immediately. During this session he discussed topics like: Getting Your PSA Configured Correctly Getting Your Policies and Procedures Documented Establishing Measurable KPIs How to Leverage Your Tools Getting Your Accounting System In Order Focusing on Growth Leveraging Marketing Developing Your Sales Strategy To download visit: http://info.brightgauge.com/service-management-excellence
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Getting Our Customers Implemented

At BrightGauge, because we are a SaaS product and have no contracts we have to drive value for our customers every day or they can just cancel. We purposely structured our plans and pricing this way because this is how we would want software to be sold to us. There are lots of reasons besides “not enough value” that people will leave our platform, like the customer getting acquired or migrating to a data source that doesn’t integrate etc. When our team reviewed the reasons for several of our recent cancellations, we found a large portion were because they never got "implemented". Our definition of being implemented is that you have set up BrightGauge, the data is flowing, hopefully you have set up a few dashboards, a few reports and built some custom gauges. Once that has been completed and you get the metrics you want, we consider you officially “Implemented”. For legacy software vendors where you pay for the software upfront and just have a small maintenance after the fact, they don’t necessarily care if you implemented the software. Large enterprise companies have built billion dollar business selling software that never gets implemented. We call that “shelf-ware” instead of “software”. So at BrightGauge this year we implemented a more formal customer implementation review process. Each month we block off 90 minutes and 4 of us sit in a conference room (check out the picture below) and review each of the prior month’s sign ups. We divide up the different applications we use to support our customers (Salesforce, ZenDesk, HubSpot, and our internal Admin tool) and each person logs into one application to provide an update. Brian Dosal, Larry Garcia, & Steve Restrepo I know it sounds a bit manual but given the size of our customer base and the intimate knowledge we have of our customers it works for us. Our plan is once we get a good understanding of the data points we can automate it with Intercom. After our first meeting we all agreed it was a lot of fun and a great exercise to sync up on how our customers are doing.
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[Webinar] Service Management Excellence with MSP Coach Rex Frank

We are very excited to kick off 2014 with our first BrightGauge Educational Webinar Series with MSP Operations Coach Rex Frank of Sea Level Operations. After surveying our 1000+ users we discovered the biggest area they wanted to improve on is making their service team more efficient. As a matter of fact, when asked which area of their MSP practice was the most important to improve “Service Delivery and/or Operations” ranked as #1 by far with an average score of 4.3 out of 5.0. After reviewing the survey results we went to work finding resources that can help educate our community. Rex and his company popped up on our radar several times during our research and it wasn’t until I had the opportunity to work a peer group with Rex last November that I really saw the value in his expertise. So we asked him to put together a presentation that we can share with the BrightGauge community. During this exclusive 1 hour webinar Rex will share practical tips as part of his “10-Step Operations Plan” that you can walk away with and implement immediately to increase your Efficiency and Profitability. You will learn best practices from Rex’s vast experience working with MSPs to improve their service operations, including topics like: Getting Your PSA Configured Correctly Getting Your Policies and Procedures Documented Establishing Measurable KPIs How to Leverage Your Tools Getting Your Accounting System In Order Focusing on Growth Leveraging Marketing Developing Your Sales Strategy We will be hosting the same call twice on March 11th to accommodate our global community so please be sure to only RSVP to one by clicking the link of the time that works best for you. March 11th at 10:30am or March 11th at 7:30pm (both EST)
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BrightGauge in 2014: Simple & Powerful

Since we launched in late 2011, our solution has gone through many twists, turns and grown quite rapidly in features and value to our customers. All the changes and enhancements made during the last two years were critical when delivered which is normal for any new software product going through its early market fit stage. At the start of this year though, we have over 1,000 users from all over the globe creating dashboards, gauges, and reports and in all honesty we have over complicated certain areas of our platform. Therefore, the product team and I have committed to focus on two main goals: Dramatically improve user experience Deliver powerful analytical solutions through new feature sets With these goals in mind, we are first taking a deep look at our product and curating any features that don’t provide a tremendous amount of value to our company’s mission. That mission (which has been curated itself over the past year) is to help small and medium sized businesses make better and faster decisions through the easy analysis of their own data. It has not been an easy task to review our product in this light because everything we built into our product had a specific purpose when we developed it and released it. The reality though is that we know it’s best to focus on our mission and not try to be everything to everyone. This ultimately means we have to make tough decisions to remove certain features that a subset of our customer base may find useful. The good news is for 90% of our users, there no be no impact with the exception of an improved user interface and speed gains! For the 10% impacted, we will work with them directly to help transition away from certain features and offer alternative solutions. The first two legacy features on our plate to curate and improve is the IT Health Score and Client Portal. Both these features tie into each other and have been around since we launched in November 2011. Over the coming weeks, we will be removing certain parts of this functionality while delivering the same value in a different manner. We will work directly with the user base that uses these features regularly and will provide a detailed update on our game plan. We will continue to focus on simple and powerful functionality and will announce them in the coming weeks and months. What I can tell you now is Business Intelligence solutions for IT Service Providers will not be easier and more powerful than with BrightGauge in 2014!
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Security and Infrastructure

Given that our customers are primarily in the IT Services market and that we are integrating with on premise databases, we constantly get asked the two questions: How does BrightGauge handle security? What impact does a BrightGauge agent (for on premise connections) have on customer servers. I want to answer both of these questions and elaborate a bit more for our community: For starters, we take security extremely serious starting with our management team down to implementation. In fact, being part of the Dosal Capital family of companies, one of our sister companies is a cybersecurity firm, Compuquip Cybersecurity. Security is in our DNA from the start and we are constantly looking to improve our controls (as everyone knows, security is an ongoing battle). Data Ingestion and the BrightGauge Agent Typically, the meat of the security conversation starts with Data Ingestion (how data goes from a customer site to BrightGauge). The reality is we need to get data securely and efficiently from our customers databases. We accomplish this by having developed our own Agent that customers download and install anywhere on their internal network. This agent exists to do two things only, 1) take SQL queries from BrightGauge and query the database locally to grab data quickly and 2) encrypt that data and send back to BrightGauge on a regular interval. The agent creates a secure SSL Tunnel between itself and our web servers. In order to further protect the connectivity, we ask our customers to open up a port in the firewall (of their choosing) and lock it down to our IP Addresses (which we only provide when someone is a customer). Once a customer locks down that port using our IPs on their firewall, then we are set on having a secure channel to communicate the encrypted data through. What Data is in Transit The agent is extremely light weight since it’s only passing queries and encrypting data. The SQL queries being sent to the agent (and therefore database) are purely up to the customer... but of course many choose to use our Default Datasets per data source (SQL queries). These default datasets/queries refresh data on a regular interval and because of that refresh, data is never STORED on BrightGauge servers for more than that pre-set interval time. From an efficiency standpoint, these default queries have been tested with customers all over the world of all sizes and haven’t caused any performance issues to date. If a query starts to deliver too much data, our systems reject the query and stop connectivity before the request could cause any issues with the database themselves. Now that we have answered the efficiency of the queries and the security aspect of Data Ingestion, we can turn our attention to our own infrastructure. BrightGauge Infrastructure At the outset of starting BrightGauge, we decided to focus on what we were good at as a team, developing software. Therefore, we made the decision to host all our infrastructure, physical controls, and network security with Rackspace. Rackspace has an army of network security professionals that monitor and manage our entire infrastructure 24/7 from their data centers (read about Rackspace Security Certifications here). With our infrastructure in a Private Cloud (with a small subset of servers in the public cloud) we rely happily on the experts at Rackspace to keep us monitored and secure. Fortunately, we were able to choose the highest level of security services from Rackspace including being protected by leading edge firewalls and Intrusion Prevention Systems (IPS). Data Storage Our databases (we use two types of databases) are extremely well protected and like I mentioned above, never store data for longer than the regular data refresh cycles. The data being refreshed is always visible to the customer and default datasets can be added or removed at the discretion of the customer. Many folks ask what type of data we refresh in our default dataset but that changes. It all depends on what data is required to create beautiful reports and metrics. As we continue to grow our customer base and infrastructure, security is top of mind and we continue to invest time, money, and energy into making our environment first class in security and reliability.
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Autotask Dashboards available by BrightGauge

Today BrightGauge officially launches our Dashboard solution for the Autotask community. It takes just minutes to deploy and all of your key Autotask metrics can be at your fingertips and refreshed every 15 min helping you and your team make BETTER decisions FASTER with the most up to date data. Let us show you how you can use data to improve your service operations by monitoring key metrics like: The BrightGauge Dashboards allow your team to collaborate on what’s going on “right now” instead of waiting for information to update tomorrow. In fact, due to this real time nature of KPI monitoring, our Autotask partners have already seen improvements in customer satisfaction and client service by displaying the metrics to their teams. Here are two teammates from Mirus IT collaborating over a few of the metrics: To learn about how you can leverage our dashboard solution for Autotask please reach out to our team by visiting: Autotask Integration Team But don’t take our word for it, check out how Paul Tomlinson of Mirus IT Solutions in the UK, uses our dashboards to increase his customer service in his latest blog post: BrightGauge Dashboards

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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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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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