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Gauges, Product, Best Practices   |   Read

Featured Gauge: Tickets by Hour of Day & Day of Week

Is Monday the busiest day of the week for your service team? What time should you staff up your service team for peak volume of tickets? During those peak times, where are these requests coming from? ...
Is Monday the busiest day of the week for your service team? What time should you staff up your service team for peak volume of tickets? During those peak times, where are these requests coming from? These are just some of the questions that we can now easily answer with two of our brand new default gauges of Tickets By Day of Week and Tickets By Hour of Day which we discuss in more detail below. With a quick glance you can see the trend of tickets being created on a daily basis. Although Mondays may seem like the busiest day, you can see from the gauge above that Wednesday is the peak day and Friday also happens to be a high volume day. By adding the additional dimension of the Ticket Source to this gauge you can get much more visibility into where the tickets are coming from each day. The natural next question after being able to see the tickets per day is “when are they coming in throughout the day?” From the example above you can see that there tends to be a gradual increase in the morning until the main peak just before lunch. For the remainder of the day it bounces up and down until a significant drop in volume after hours. Having this information, you are able to properly staff your response team for those peak hours. For example, during the 11am (pre-lunch) rush it might be best to have an extra resource or two log into the ticketing system and help the volume. Of course if you don’t need to see the Ticket Sources throughout the day you can quickly remove them from the gauge, but given the valuable insights it provides we have included it in our defaults. Have you started using these new gauges yet? Share with us how your team has improved operations based on the data found in Tickets by Day of Week and Tickets Opened by Hour!
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Culture, Best Practices   |   Read

How to Calculate your Conference ROI

As a CEO of a software business with customers all over the world, one of our biggest lead sources are conferences or trade shows. They also happen to be one of the most expensive channels for marketing with shows costing $5,000 - $20,000 to sponsor plus the expenses to travel, ship gear and the time out of the office. I overhead one vendor at the last conference I attended say he thinks we’re in a “conference bubble” as the pricing is getting so high it’s almost cost prohibitive. That may be true but here’s how I like to look at conferences and the ROI: 1 - Marketing Opportunity - There is no doubt that having conversations with prospective customers is of tremendous value. The investment in the conference is worth the marketing if you can have enough conversations that turn into customers. So how do you figure out if it’s a good investment? Keep reading... 2 - Visit with Customers - Because our customers are all across the globe it’s too costly for us to get together face to face with each of them. We’ve hosted Meetups in different cities like London last year and this year, Miami earlier this year, and New York before that and it’s been beneficial. So any time our customers come together in one place (usually for a conference) it’s a phenomenal opportunity to see them face to face. 3 - Churn Prevention - Inevitability during a conference we’ll speak with a handful of customers that are not 100% happy or are dormant customers not really using our software. Once we identify those customers, we immediately want to make sure we get them in contact with our team and back on track. I really respect those that are upfront and say they aren’t happy, because they typically give us an opportunity to make things right. 4 - Hear About Market Trends - I love the opportunity to have multiple conversations with customers and learn what’s top of mind for them. What’s keeping them up at night and is there anything I can do to help with it? This is a great driver for our educational webinar series and how we came up with the last two on How Customer Success Drove Our MSP Growth and Best Practices of Client Reporting. 5 - Show Off New Features / Integrations - It brings me great joy to meet customers face to face at our booth and show off the new stuff we have recently released. That always jump starts a conversation and gives us an opportunity to make sure they are happy with BrightGauge. 6 - Hit the Road with my Team - The BrightGauge Team always has a good time on the road. Usually it’s me on the road with my road warrior partner (and Director of Sales) Larry Garcia and after a dozen conferences we have the process down and know how to make the most of our time together. From the list above, only #1 and maybe #3 can mathematically impact a ROI calculation. For the others, they are “soft benefits” and if I had to reproduce the customer contact by flying to each city it’s a no brainer to sponsor conferences. So it’s not a simple question to answer about whether conferences are “worth it”. However, I want explain how the actual financial formula we use works in case it can be a resource for you... Marketing ROI for Conferences For SaaS companies reading this that are interested in learning about the ROI of conferences, you’re going to need the following input numbers: Sign Ups from Conference - You need a way to associate a sign up to someone you met/closed at the conference. This could be manual or you could use a unique coupon code. Average Sale Price (ASP) - When you take your monthly revenue and divide it by the number of customers you have, that is your ASP or sometimes you’ll see it as ARPU which stands for Average Revenue Per Unit. Churn Rate - This has many ways to be calculated but it’s basically the percentage of customers that are leaving you every month. The easiest way to calculate is to take the number of Customers that canceled during the month and divide by the number of Customers you had at the beginning of the month. Gross Margin - Revenue minus your Cost of Goods Sold (COGS). Life Time Value - The formula for this includes your ASP divided by your Churn Rate multiplied times your Gross Margin % or ASP / Churn Rate x Gross Margin % = LTV Conference Expense - The total expenses for the conference which includes the sponsorship and all expenses at the conference (hotel, travel, meals & entertainment, booth gear, etc). For this exercise, this is also your Customer Acquisition Cost (CAC) LTV to CAC Ratio Target - SaaS best practices say your LTV should be at least 3x greater than CAC (which translate to a 33% CAC). However, at BrightGauge we target 5x to try and keep CAC 20% of our LTV. From here, the formula to calculate your ROI is simple: So to identify how many sign ups you need at a conference, you can use this basic formula: Let’s put this into practice with actual numbers of: 5 = LTV to CAC Ratio $8,000 = Conference Expenses $4,000 = LTV That's it! Now you're able to determine if those conferences make sense from a numbers perspective.

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Dashboards, Gauges, Product, Best Practices   |   Read

New Client Reporting Templates for Kaseya, LabTech, MaxFocus, and N-Able

When it comes to providing client reporting based on the information from your RMM tool (Kaseya, LabTech, MaxFocus, or N-Able) there are countless options. The first step is to identify who your target recipient of the report is, and then work backwards to the type of information you should include in the report. The typical small to medium business owner or executive may not want all the techie “speeds and feeds” details that typically come out of the template reports provided by the vendor. So just like our research for the perfect PSA report, we set out to build the right template. We used three techniques: (1) analyzed the reports our power users of the client reporting feature are using (2) surveyed our customers (3) leveraged our own experience from our MSP What came of this 2 month long research project are our Client Reporting Templates 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 RMM data sources (Kaseya, LabTech, MaxFocus, and N-Able) we focused on just a few simple gauges: Device Counts - You would be surprised how many business owners don’t know the number of devices they have on their network. Many of our customers are still pricing their solution by device count so this allows you to keep the count fresh in their mind. Top 25 Most Installed Applications - Standardization of the applications on your client’s network should be a top priority and more importantly, being specific on the types of applications you do not support. This gauge provides an easy visual to start the conversation about the applications running on the network. Server Patch & Server Antivirus Protection (AV) - Given the world we live in now with security threats popping up every day, ensuring your client’s servers are properly patched and secure with antivirus is a requirement of every MSP out there. With our patch and antivirus gauges it’s easy to see if everything is properly secure. Server Disk Utilization - Understanding the space available on your client’s critical servers is important to ensure that all the servers are running properly. A key disk drive that gets full can bring down the server so keeping your clients updated on the trend is critical. Workstation Patch & Workstation Security (AV) - Keeping your client’s end points properly patched and antivirus updated is a difficult challenge. Unlike Servers that tend to stay put and always on, workstations can be on the road and not connect to the network for days at a time - and when they are connected, they may be powered off during the patch window. Tracking the progress of your client’s patch and antivirus is very important to ensure their network is safe. Workstation Disk Utilization - Space on a workstation is not as critical as servers but it does provide early indications on which workstations may need to be upgraded. This helps to avoid end user downtime and is also a potential upselling opportunity. In summary, with these key gauges you are off to a great start to show your clients: (1) what they have on their network (2) how secure the devices are on their network and (3) identify which devices may need to be upgraded. This summary speaks volume about the value you are 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:
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.
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.

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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.
Service, Best Practices   |   Read

Executive Client Facing Report Template

BrightGauge began as a Client Facing Tool and over the past two years has transformed to a complete business analytics platform offering both client facing reporting as well as internal reporting of metrics and KPIs. Below is Part I of a II part series of the most popular gauges used in an Executive Client Facing Report from our Connectwise and AutoTask partners. Typically these reports are delivered to the clients on a monthly basis to show the value you are bringing as an MSP. Support Ticket Summary - Waiting on Client Our Support Ticket Summary (STS) module is one of our most popular modules because it allows you to filter down the ticket information you want to show. Our most popular configuration of the STS is filtering down the ticket to Currently Open with the status of “Waiting on Client.” (Disclaimer: Waiting on Client is the name we had for the status of any ticket we were waiting on action from the customer, other customers have this as “Waiting on Customer” or “On Hold.” The gauge can be adjusted to the status of your choosing.) Tickets Opened Last Month & Tickets Closed Last Month Number of tickets opened last month gives your client an understanding of all the hard work your team is doing for their network. We recommend combining this with the number of tickets closed last month in order for you to show the value you are bringing to the table and how you are keeping up with the volume. Average Time to Acknowledgement Trailing 30 Days The average time to acknowledgement shows the average amount of time before a request that is submitted gets reviewed and acknowledged. For those that share SLA information or are looking to start, this is the perfect gauge to begin with. The metric allows you to show how quickly your team is responding to their requests. Typical SLA response times are 5 to 10 minutes with some lagging to 15 to 20 minutes. Most Active Users - 30 Days This gauge allows you to show your customer the top ticket openers which tends to be the “noisiest end users.” Now if you have a particular end user that is your filter to open tickets or your RMM tool automatically creates tickets for automated work they might throw off your numbers. Don’t worry, you can filter out those from being included in the gauge if you would like. Open vs Closed Trailing 30 Days Very similar to the double headline gauge above, the Open vs Closed is a great visual to show the work your team is doing on a monthly basis in comparison to the tickets being opened by your clients. Tickets Opened By Type - 30 Days This gauge starts to bring a deeper level of business intelligence to the conversation with your client. A first level dive into what types of tickets are being opened over the past time period. Trends can start emerging from this gauge that help upsell an opportunity, or identify items out of scope that are billable, or identify areas that need to be addressed on a global scale (i.e. repeated Microsoft Office issues may be resolved with training). These are just a handful of the 60+ default gauges we offer out of the box that happen to be the most popular in customer base. If you have any others you recommend we would love to hear about them. Please share in the comments. To learn more about Client Reporting, download our free guide filled with all the insights you need to know:
Service, Best Practices   |   Read

MSP KPI Metrics: Daily Operations Report

One of our most popular requests from our community is about what type of metrics other MSPs are using and how are they using those metrics. So in an effort to share some of that knowledge, we are going to start a series of blog posts specifically dedicated to the topic. Focusing on the operational performance of your business is a key responsibility of anyone in Management, especially in Service Management. What metrics should you and your team be looking at on a daily basis to help you get a “pulse” of the business? Below is a sample of the most popular Daily Metrics our customers use in their Daily OPS Report: To learn more about how tracking a daily metrics like this can help improve your profitability check out the free webinar we hosted on Best Practices of Working and Tracking Time In Real Time presented by MSP Coach Manuel Palachuk:
Service, Best Practices   |   Read

Checklist for End of Month Reports

If you’re as fanatical about client reporting as we are then you also probably had a New Years resolution to create better and more meaningful reports for your clients. And there is no better time than end of January to start. Many of our customers follow three steps to ensure an easy and great end of month reporting process: 1. Identify who are the key clients to receive reports - In every month, there are ups and downs for certain clients. It’s important to identify who are the key clients that should receive special reports. 2. Create template reports one week ahead of time - With BrightGauge you can create “template” reports that are ready to be edited, tested, scheduled on the fly. It’s best to create these templates now so you can test out the reports all week before the final day when they will be sent. This can be found in your navigation bar: 3. Set the schedule for delivery - Once you’re comfortable with a template and how the data is flowing. You add a Schedule to the report in the 3rd step. This schedule can be anytime you would like and many people opt for the 2nd of the month just to be different. Following three easy steps will ensure a great end of month reporting exercise. If you're ready to learn more about best practices of client reporting, we've put together a free guide for you to download:

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Product   |   Read

Why BrightGauge is the Best Analytics Solution for MSPs & TSPs

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

How to Generate Powerful Autotask Reports

You know what clients love? Partners who are trustworthy and transparent about what they’re doing. Know what’s even better? When that foundation is set naturally, without clients having to ask. It’s likely a priority of yours to foster a really strong sense of trust between you and your clients, which is great. Trust breeds long-term relationships and repeat business, putting you on a path towards success. And a really simple, yet powerful way to build that trust is to get in the habit of consistently sending out client reports. It’s not as tedious or time-consuming as you may think, and the payoff is substantial. Determining what to report on Let’s say you’re using Autotask Professional Services Automation to track your support tickets, SLA data, engineers’ hours, and more. That’s some pretty important data! How do you show your clients what you do with that data to keep them running efficiently? This is where Autotask reports come in. Consistent reports give you the opportunity to visually display your value to your client and reinforce the reasons why they are paying you. Autotask reports also show that you’re proactive and committed to helping them run their business - a.k.a., you’re a partner, not just a service provider. However, while we are clearly in support of showing off your data management skills, we should caution against dumping too much Autotask data (or any data) on your clients. The key is to choose the right data. There are a few questions to ask yourself whenever you’re choosing the Autotask data to report on: How does this fit into my client’s SLA? Referring to the SLA you and your client agreed upon is an excellent way to refresh yourself on what matters to them. For example, if the SLA specifies a satisfactory support ticket response time, you’re going to want to include your Autotask Average Time to First Response on each report you send. Does this impact my client’s bottom line? Only include the Autotask data that’ll have the most impact to each specific client. They may not need to know nitty-gritty details like Hours Today by Engineer, but would probably appreciate an update on Projects Opened vs. Closed. Am I spending significant time on this? If it’s not something that matters a whole lot to you, it’s not likely to matter a whole lot to your client. Remember, this is an opportunity to report on your value, so show off Autotask data that you spend a worthwhile amount of time on. Once you’ve got your data ironed out, you can start pulling your Autotask reports together. A little help goes a long way You’re really busy. You don’t have 8-10 hours a week to spend on compiling reports. And no one says you have to. Using a business intelligence tool like BrightGauge can help you get your Autotask reports out with very little work on your end. First of all, BrightGauge takes all your Autotask data (plus data from your RMM, BDR, security, finance tool, etc) and puts it up on one seamless dashboard, so you can keep an eye on the metrics that matter to you in real-time. Then, when it comes to building reports, the whole process is automated and can be set up in just a few clicks. When you connect BrightGauge + Autotask, your account will come pre-loaded with 8 report templates to get you started, including Daily Member Scorecard, Weekly Project Work Summary, Service Calls, Sales Daily Wrap Up, and more. You can open one of these templates, personalize it with a client logo, choose your client recipient(s), and then schedule the report to automatically be sent out at the frequency you choose (like every Monday at 8 a.m.). If you’d rather build a report from scratch, it’s just a matter of dragging and dropping the data you’re already tracking into the report template, and then personalizing it and scheduling it out. It’s honestly that simple. And the reports look clean, professional, and digestible. Once you get your Autotask reports scheduled, you can rest easy knowing they’re automatically being delivered to your client’s inbox every week/month/quarter and that your client’s can rely on you and trust you to receive this information. High-five! By the way, in addition to 8 report templates, you’ll get almost 200 default KPIs and 9 pre-built dashboards to get you started. Some KPIs include: Amount on Invoices 90 Days Past Due Average Time to First Response Average Time to Resolution Breached SLA Summary Per Resource Customer Satisfaction This Month Leaderboard Opened vs Closed Tickets Project Phases - Current Month Tickets Assigned by Tech Tickets Completed This Week Leaderboard Tickets by Issue Type Watch this video to learn more about setting up and sending out reports. If you’d like to add Autotask to your stack of BrightGauge datasources, please contact us today.
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!

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