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Introducing our Data Customization Team

If you’re a regular reader of the BrightGauge blog then you know we’ve been making a lot of investments in our team lately. Since April we’ve grown from 7 employees to 12 full time plus we’re looking ...
If you’re a regular reader of the BrightGauge blog then you know we’ve been making a lot of investments in our team lately. Since April we’ve grown from 7 employees to 12 full time plus we’re looking for lucky #13 (Front End Developer). This was a decision Brian and I felt was critical to make now as we felt the timing was right to take the company to the next level. So we hired Kristian in Support, Lisette in Support (short term), Amanda in Marketing, Jason in Product Design, Adam in Product Development and promoted Larry to Director of Sales and Orlando to Director of Engineering. One of the most exciting investments we made was our newly established Data Customization Team made up of our former Support Guru Randall Berg and a new team member Rick Aquilia who joined us in May. The Data Customization Team’s one and only mission is to help our customers get the data they need the way they want to see it in BrightGauge. That’s it! Why Invest In Data Customization After doing an in depth analysis of why customers end up leaving us, we found the biggest reason is “No Time To Implement / Not Using” (spoiler alert: this is usually the top reason any SaaS company loses customers). Rather than accepting this as a norm we decided to ATTACK this challenge and help our customers get fully implemented. We know data isn’t a “one size fits all” and as much as we build templates and default gauges, reports, dashboards it’s never enough. Everyone still needs a little customization here and there. Well now we are staffed up and ready to handle this type of customization. What we learned from talking with our Customers As much as we try to automate, implementing a data analytics solution isn’t “plug and play” and still requires involvement from our Customer. Our most successful customers are the ones that from the moment they start with us get BrightGauge fully implemented and customized the way they want to use it. The larger customers tend to have resources that they can dedicate to setting up BrightGauge versus the smaller customers who typically rely on our templates and defaults. Upon learning this we decided to make data customization available to every customer no matter whether they have the resources or not! They are with you from the beginning... Upon signing up with BrightGauge you will be assigned a dedicated implementation manager. This person is your single point of contact to get BrightGauge up and running. We don’t just send you online documentation and make you wait in a support queue. Your implementation manager will work with you to make sure you get data flowing properly and then schedule time with you to provide one on one training and any customization you may need. And available for you at any time... As you get more and more familiar with BrightGauge you may want to make additional changes or add additional customization and our team is here to support you. If you have any questions related to your data, inaccuracy in what you’re seeing, ideas you want to implement and don’t know how, or maybe just to discuss any new best practices we have released, this team is standing by to help. And we limit the investment you have to make to work with them... A popular question we get is around the cost to engage our Data Customization Team, and the answer is: there is ZERO COST to engage with our Data Customization Team. Full disclosure, the team is focused on customizations of your current set up but we do have limits and if you’re looking for some very unique customization or heavy SQL work we’ll have to engage our Professional Services Team. The good thing is we don’t do any work (billable or not) without your approval so as you come up with ideas please let us know. The entire BrightGauge Team is committed to making our customers successful by helping them tackle business problems through leveraging their data. This is just one of the new and exciting ways we’ve implemented to make this happen. If you want to learn more about how our Data Customization Team can help you, please reach out to us via support and we’ll make sure to set up a call with you.
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Customer Success   |   Read

Productivity Hack: How to Save Time with Dashboards

Time. It’s one of those elusive things that nearly every adult has on or near the top of their wish list. Along with trees that grow money and the fountain of youth, having more time in a day is like the grown-up version of a fairy tale. And since we don’t have any fairy godmothers hanging around to help cross those wild wishes off the list, we decided to focus on the tangible way to help save some of those precious hours during your workday - by using dashboards to manage your data. If you work in the IT Services industry, you know first-hand how much information and analysis is at stake when it comes to tracking open and closed tickets, servers online vs. offline, workstation disk space used, and the list goes on… all tying back into an SLA in many cases. So if you’re the one in charge of providing updates to your team and making sure everyone is on the same page, you understand the pain of logging into your RMM or PSA to run reports. Enter dashboards. On the rise in popularity over the last few years, dashboards are a huge time-saver because they give you, as the user, an automated and streamlined way to process huge amounts of data. But they aren’t just for making it easier to pull data. So popular are dashboards in all aspects of business, that Fortune recently featured an article full of advice from the acclaimed entrepreneur Verne Harnish about leading better meetings by using “...dashboard technology to keep up with the progress of projects in real time so you can devote your meetings to debate and decision-making…” Dashboards can also help companies save time by using the information at their fingertips more effectively. Each user has an overview of data at a glance, but one click gives them the ability to drill down into each metric or chart for more details. With a closer look at the information at hand, it’s easier to see negative trends and address them quickly. Aside from the time savings in a management and reporting perspective, dashboards will also enable your team to be more efficient. Your Sales team may be using dashboards to track how many more clients need to be closed to hit their goal for the month. Then your Service team will need a closer look at how many tickets are outstanding and which ones should be addressed first. While dashboards displayed on televisions around the workspace may look pretty awesome, there’s science behind using images to make faster decisions - the human brain processes an image 60,000x faster than reading text! Now that’s some food for thought when it comes to using images for data visualization!

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Customer Success   |   Read

The Dashboardery: A Collection of Dashboard Configurations

One of the most popular questions we get from our customers and prospective customers is “what metrics do you recommend?”. That’s such a difficult question to answer because the reality is, it all depends on the questions you’re trying to answer and goals of your business. That being said we still want to be able to share some ideas from our customers with our community, so in order to help with that we have put together the BrightGauge Dashboardery. As you can see, we give you the ability to filter down the samples based on your role within the company, the data source integration, or you can just view the templates we have to offer. Our goal for The Dashboardery is to be a single place of inspiration for dashboard and metrics ideas. Have an awesome dashboard that you want to share with the BrightGauge community? We love to see our customers giving each other advice on the metrics they like using best and how they have designed their dashboards using those metrics. Just send us a screenshot of your dashboard and we’ll take care of the sharing (plus we’ll return the favor by sending you BrightGauge swag). The Dashboardery also allows us to show “what’s possible” with BrightGauge and gives our customers a jumpstart on ideas to get the most value from their data. From our research with customers, the most popular dashboard use cases are for tracking KPIs, setting up threshold alerts using color-changing gauges to identify areas to address, or even increasing competition/performance within the team. As an added bonus, we have even heard from a few of you that having the dashboards hanging on your wall results in extra credibility when potential new clients stop by to take a tour. Clients love to see the quality control aspect of monitoring data with a dashboard in real time. Not a bad way to help close the deal when prospects are comparing service providers! So what are you waiting for? Take a look at some of the dashboard examples here and start getting inspired. When you’re ready to share your creation, you know what to do! July 2018 Update: We're working on a new Dashboardery tool and will have a new version up soon. In the meantime, checkout more information on BrightGauge Dashboards here.
Customer Success   |   Read

Rick Aquilia joins BrightGauge as Customer Success Specialist

BrightGauge is excited to welcome Rick Aquilia as a Customer Success Specialist! The Story Begins Like many folks who settle in south Florida, Rick grew up in New York as a resident of Long Island. After attending LIU Post, Rick joined Piping Rock Country Club where he spent time serving, bartending and most importantly fixing issues with their less-than-stellar computers. He moved to south Florida with his sights set on breaking into the software industry and had even heard about an opportunity at a growing, family-owned SaaS company. A New Chapter Rick initially joined our team as part of a short-term project, but he quickly proved that we needed him on board full-time at BrightGauge. He’s excited to be part of the team as he continues learning the industry and also “helping to push BrightGauge to the next level!”. As a Customer Success Specialist, Rick will spend the majority of his time helping with implementation support and building gauges as we continue to roll out our Default Dashboards and Reports program. On a side note, Rick may have the most amusing welcome to our team: in an unusually quiet moment in our cozy office, we planned a sneak-attack standing ovation as soon as he hit his chair on the last day of his project role. Poor Rick was startled so bad he was temporarily speechless while we all cheered about the awesome news he would be staying on board full time! Let’s Get Personal Outside of the office, Rick enjoys spending free time with his girlfriend. When their busy schedules allow it, traveling is a favorite hobby - California is a tried and true destination while Japan is # 1 on his wish list. We also know Rick is pretty serious about gaming in his downtime, going to weekly Street Fighter playing sessions in Miami’s Art District. You can also find Rick studying online courses to learn new things - especially in the programming realm as he works to establish himself in a new industry. We’re happy to have Rick as an official BrightGauger, and look forward to seeing him grow with the team!
Customer Success   |   Read

3 Key Themes We Learned at Schnizzfest 2015

Last week we had the honor of sponsoring the 2015 Schnizzfest Conference hosted by Gary Pica and the team at TruMethods. This is our 2nd time sponsoring a TruMethods event as last year we participated in their fall Winner’s Circle Peer Group Meeting. Schnizzfest did not disappoint this year and both Larry and I really enjoyed spending time with the TruMethods members. It’s safe to say our schnizzing is nearly perfected at this point and as always we walked away with several key themes that we wanted to share: Transparency & Sharing - By far, the majority of our conversations with attendees was around transparency. The common thread? Each leader wants to ensure that every member of their team knows where they stand at all times based on individual performance and to also see at a glance how the entire team is performing. Given that one of our main functions at BrightGauge is our dashboards, which help hold people accountable, we were very excited to learn more about the challenges each service provider experiences and then share ways that data visualization can help solve those challenges. Sales Focused - While most conferences we sponsor focus on operations and service management, Schnizzfest was a refreshing change because most of the people we met were either business owners or team members in sales / business development. I had several folks that wanted to learn more about the Sales Best Practices Webinar we hosted last month and our ongoing Sales Best Practices Blog Series. On a side note, these topics have been so well-received that we’re looking forward to bringing you more content soon in our ongoing Educational Webinar Series. Moving Up The Stack - The industry landscape known in years past to typical Service Providers is changing quickly, and this was a major theme of the conference which Gary brought up several times. Both MSPs and ITSPs are being commoditized and the services they are offering are being pinched on pricing. Gary’s suggestion for providers was to “move up the stack” and become a true business partner to their customers. Those who have adopted this mindset are thriving better than ever. Over the few days of the conference, I spoke with several people who have implemented some very unique ideas to move up the stack and present their business partnership as a valuable necessity rather than an extra support expense. All in all, Larry and I had a great time visiting with the TruMethods community and learning more about their goals and what they are focused on. We’re excited to continue the partnership and we look forward to more schnizzing and finding more ways to get integrated with the community.

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Customer Success   |   Read

Don't Let Your Ticket Categories Get Stale!

Last week we decided to move the BrightGauge Support function back under the Product Team (under my wild command). We did this for one obvious reason...I want to hear feedback as quickly as possible about the product so we can make quick improvements to fix issues and reduce friction. Thankfully our users are REALLY good at providing feedback and asking questions through support so this should work out really well for everyone. When I took over this function I quickly realized the way we were categorizing tickets (using Ticket Types and Ticket Sub Types) wasn’t providing any actionable insights. We have our support dashboard up on a large TV in our office and when I would walk by I couldn’t get a quick understanding of where we’re having the most issues or friction in the product. By Wednesday morning I changed the type categories into 4 new ones that made the most sense to me and were very simple. They were App Support, Data Customization, Data Discrepancy, and Other. The first two are broad types so that I could segregate tickets between things the dev team needs to investigate (App Support) versus our Implementation and Data team (Data Customization). To be clear, being a business intelligence product for small business, we receive lots of requests to customize our default datasets or expose more data from our customer datasources. Typically those are small billable projects or just one-off easy changes, but to me they are not “product issues” that our developers need to worry about. The two other categories of Other and Data Discrepancy were my attempts to further reduce the noise and find product issues and friction. We receive lots of tickets similar to “My data doesn’t look right” which we call Data Discrepancies and typically these are simple questions or changes needed in the customer datasource. Again, not really product problems but more data specific to that business. I’m not sure this Data Discrepancy Type will stay at a top level as it could be under “App Support” but for now, I’m keeping it as I know I can always iterate on this later. Lastly, the Other category is just a catch all for crazy unrelated tickets. Every once in a while we get a ticket that was meant to be forwarded to some other company, etc. We don’t want to delete these, just categorize them at the top level and filter them out for our reporting. After three days, here’s what our chart looked like on the board: As you can see quickly, a majority of tickets coming in are App Support. That’s perfect and is exactly what I was trying to segment but now we need another level of categorization... SUBTYPES! Before I go on though, take a look at the “Empty” column. There are 2 tickets in there that need to be categorized. One of things I love about using BrightGauge for own internal use is the easy ability to drilldown into that bar and get the ticket numbers. I have this dashboard up on my second monitor throughout the day and I’m able to quickly tell our support team to make sure they are categorizing everything correctly. We have some new support team members so these are great coaching moments that I can catch nearly live. Ok, lets talk subtypes now. Again, based on my own intuition I came up with sub types for the App Support type that I think will provide me the best insight right now. I kept it simple because I know I can always iterate and create new ones...but I also don’t want 100’s of categories... that would be way too much noise. Here’s what those subtypes look like in a pie chart. The Subtypes I started with are Feature Requests, Billing, Syncing, Questions, and Issues. Really, I could have just started with Features, Questions, and Issues but I know from talking with customers and seeing the flow of tickets recently that we’re having a fair amount of questions around Syncing and Billing. So I carved those out as separate subtypes to review separately and figure out our plan of attack. As you can see above, after 3 days there is a decent spread among the 4 categories which means my subtypes are solid! After another week of data flows into these charts, we’ll sit down as a Support and Dev Team together and drill into each of these sections to figure out what other trends (besides billing and syncing) are emerging. For instance, are there constant Feature Requests that are being asked through support? Maybe we tackle those quickly. We’ll be able to quickly tell by drilling down into this pie chart and reviewing the subjects of these tickets (which we rename constantly so its easy to understand the feature from the subject). All of this work to re-categorize our tickets took just a few minutes and will be a work in progress over the coming weeks. The one lesson I learned from all of this is that categorizations can easily get stale and once that happens, the metrics and charts will start to be ignored by you and by the team. I also realized that it’s ok to iterate on these categorizations as things constantly change. Our new support dashboard is working really well internally as I see our team stopping and looking at them every day. Thats what dashboards are supposed to do, they are supposed to change the behavior of the people watching them nearly in real time. Iterating and improving your categorization through new types and subtypes are low hanging fruit to make sure everyone is on the same page with what’s going on in your support organization. It certainly was for us.
Customer Success   |   Read

4 Pillars of Business Analytics

A few weeks ago I wrote a brief summary of our trip to the Gartner Business Analytics Conference in Vegas and shared the 4 main themes I walked away with from the conference. The Four Pillars of Business Analytics was one of those takeaways and something I’ve been thinking a lot about recently. I wanted to expand more on each one because I think these pillars are going to become more and more important in each organization, regardless of size. Data Business users want access to more and more data. And not just from inside the organization from traditional databases. Business users want to include data sources like social media data and real time geo-location data. Being able to harness all the data available and serving it up to the business user is a critical base component to a solid strategy. People As Business Analytics moves away from a centralized model and towards a decentralized model via a more self service design, the people need to be trained and empowered to know how to use the data. Gwyn Thorn, Lead for Analytics and Visualization Team at Shell told the audience she has 11,000 employees using their Business Analytics solution with 400 additional coming online every month. They spend a lot of time training people to make sure they have the skills they need to use the tools provided. Process Is more for the entire organization and embracing a “fact based” or “data driven” culture. A culture where data intuition is important but not the only factor and users leverage data to make business decisions. Since this is still a relatively new industry there is still a lot of education on “why Business Analytics is important” and how you can increase the business returns because of it. The biggest hurdle is accepting and understanding that information is an asset and a powerful one for any company. Technology Tools need to become more and more open and companies are constantly evaluating how to use best breed of tools to get the results they need. The main point from the technology perspective was to make sure you build a flexible architecture that can be easily adapted. They used the term “agile” repeatedly to express the importance of being flexible. It seems that this pillar is what is driving the higher adoption of cloud vendors because they are easier to deploy and in the event you have to swap them out, they are easy to replace without breaking up the entire stack.
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Sales Best Practices: How We Grew our MSP [FREE Webinar Download]

Watch Our Free Sales Best Practices Webinar: Lessons Learned from Building our MSP Back in action with another webinar geared towards Managed Services and IT Services Providers, the Growth Team at BrightGauge recently shared the tips and tricks they used to grow their MSP 10x in 5 years. Featuring our co-founder and CEO, Eric Dosal and joined by our Director of Sales, Larry Garcia, this 35-minute tutorial is another popular topic in our ongoing BrightGauge Educational Webinar Series. As the duo talks about ways to increase your closure rates and unlock growth at your MSP by implementing a sales process, they'll cover several topics to get you started today on an implementation at your company: Implementing a simple process that works How we increased our closure rates by 40%+ with our process Leveraging the "Rainmaker Approach" to sales The key metrics you should be following Locking in customers to 3-year contracts with annual increases Review of our simplified contracts To download click the image above or this link
Customer Success   |   Read

Larry Garcia Promoted to Director of Sales at BrightGauge

On behalf of the entire BrightGauge Team we are extremely excited to announce the promotion of Larry Garcia to Director of Sales! Before BrightGauge After graduating from Florida State University, Larry moved into regional sales positions for mutual fund subsidiaries at Merrill Lynch and Deutsche Bank. It was during this time where he realized his first (business) love - connecting with customers and advising them on their financial needs. When the need for change came calling, Larry spent a few years following another passion of his, teaching. His first stint in education brought him to Zamora, Spain where he taught high school English before heading back to Florida to instruct 7th grade Civics classes in Miami. While Larry enjoyed teaching, he also realized that he wanted to get back to the business world and was looking for an opportunity to jump into sales. [Enter BrightGauge.] The BrightGauge Era Larry started at BrightGauge as a Business Analytics Specialist and quickly worked his way up, becoming our Lead Business Developer. A man with many hats, Larry spent that time helping us build out our sales process, lead our roadshow events, and helped drive our sales campaigns. So, it was natural that when Larry’s experience at BrightGauge was combined with his unique ability to connect with customers, all signs pointed in the right direction… we knew he would be the perfect fit to become our Director of Sales! Looking forward As Director of Sales, Larry will now be fully responsible for the sales performance of the BrightGauge team including our customer acquisition strategy and revenue growth. And since teamwork is at the core of everything we do, he will also work directly with our Marketing crew to build our growth strategy. After-hours... When Larry is not following up with prospects and customers or crushing demos, you can find him enjoying the outdoors with his wonderful wife Celine. Larry has a passion for traveling and enjoys visiting Colombia, Spain, and France when the opportunity arises. Larry is also an avid triathlete and endurance athlete. Please join us in congratulating Larry as he grows with the BrightGauge team!
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Kristian Munoz joins BrightGauge as Customer Support Specialist

The Team at BrightGauge is excited to welcome Kristian Munoz, our new Customer Support Specialist! Pre-BrightGauge Kristian was born and raised in Miami, FL and is currently attending Florida International University pursuing a Bachelor of Science Degree in Information Technology. Before his days at FIU, Kristian graduated from Doral Academy Preparatory School, where he later worked as a Computer Lab Supervisor/Mediator assisting students with their virtual courses and basic computer needs. His time at Doral Academy inspired Kristian to pursue his passion for computers and so he began working as an IT Support Specialist for NetaCorp Technologies. Here he provided contract technical services to a gamut of customers ranging from K-12 schools to corporate accounts. The gig gave Kristian the opportunity to immerse himself in the technological world, but more importantly he also gained hands-on experience in the customer service aspect of his career! Being part of Team BrightGauge As a recent addition at BrightGauge, Kristian looks forward to broadening his career into the software application portion of the IT world. While he’s hustling to earn his chops, Kristian will also work with our clients to provide support and guidance for all their technical needs with BrightGauge software. His favorite part about being on Team BrightGauge is getting to work alongside such a diverse team that strives to serve others just as much as he does - while still growing stronger together in the goal-oriented and family-style environment that we’re proud to keep in our office. After office hours When he’s not anchoring the BrightGauge Customer Support team, Kristian is a very family oriented young man with a passion for music and craft beer. If he is not spending time with his girlfriend or family, you will most likely find him attending/participating in music events or visiting local breweries here in south Florida. We say Cheers to Kristian and welcome to the team!
Customer Success   |   Read

Part 2: Lessons Learned from Starting, Growing & Selling our MSP

This is the 2nd post in a series of 6 based on a talk I gave titled 6 Lessons Learned from Starting, Growing and Selling my MSP Practice which has become my most popular topic when asked to speak. You can read about the first lesson here and download the complete slide deck here. Lesson #2 is on the importance of Investing In Customer Success. Customer Success was at the core of our growth strategy at our MSP and continues to play an important role at BrightGauge, especially during our biweekly team meetings. Customer Success may seem like a cost center but done properly it can be an incredible revenue generator and dramatically cut down churn. In this 8 ½ minute video I dive deep into how the main goal of Customers Success is to exceed customer expectations and how they can help grow your revenue. Video Timeline 0:00 - Introduction 2:48 - Investing in Customer Success 7:00 - Resources to Learn More

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Why BrightGauge is the Best Analytics Solution for MSPs & TSPs

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

How to Generate Powerful Autotask Reports

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