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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 ...
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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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.
Customer Success   |   Read

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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New Process For Importing Data on a Per Client (or Company) Basis

The most frequently asked question by our prospects when evaluating our software is why we are priced “Client based”. For our current partners, many times they say some “data is missing” because they haven’t imported that specific company into BrightGauge. There are two main reasons we currently ask our partners to choose clients to import. By breaking up the Data Ingestion by Client, it limits the amount data transferred “over the wire” since we send client at a time. Since BrightGauge started as a Client Facing Reporting tool back in late 2011 many customers use our tool to create reports for key clients of theirs. Thus only working with those client’s data makes sense for that use case (a legacy use case). For both prospects and current customers, this process causes confusion and we are working to make this easier. For our ConnectWise partners, this has been an extra source of confusion because we added a filter on which clients were available to import. And that filter was based on what type of Active Agreements clients were associated with. As more people used our dashboard functionality they not only wanted to import “agreement based” clients but prospects, project and break/fix clients as well. Today we are happy to share that we removed this agreement filter and instead ask that our Connectwise partners filter which clients/companies are available to import based on COMPANY TYPE!! Screenshot of Client Import Screen We’re ultra aware of our customers experience in using BrightGauge and when there is a source of confusion, we attack it. Today was just a stepping stone in making the Data Ingestion model less client focused and more data source focused. The good news is that as part of our BrightGauge 4.0 release, due out later this year, this data importing will be completely overhauled and transparent to our customers. In the mean time, if you have any questions or concerns related to the client import process, don’t hesitate to reach out to our support team.
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Meet the 2014 BrightGauge Team

As we kick off 2014 we wanted to introduce the BrightGauge Team to our community of customers, partners, friends and family. Over the next few months we’ll share more info about each of them but in the mean time, here's a little summary of each of us. The BrightGauge Team: Steve, David, Larry, Eric, Brian, Orlando, and Christian Steve works with our customers focusing his efforts mainly on support with a secondary responsibility of consulting engagements. His main goal is to make sure that all of the support requests we receive get addressed as quickly and thoroughly as possible. If you submit a question to our team you will most likely meet Steve! David is responsible for the front end of our software application, which means all the screens you interact with are his responsibility. So when you click a button and it takes you to another page, or runs a job, that’s all David’s work. Larry works with all of our prospective customers as they are evaluating our software. Larry isn’t your typical “sales guy” that you only work with before signing up. Since his background is in the education space he likes to work with our customers after they sign up to make sure they are getting the most out of the product. Eric is one of our two co-founders (along with his brother Brian) and he is responsible for all of our sales, marketing, educating our customers, communicating with our customers as well as some boring finance stuff like following up on expiring credit cards. Eric was the lead of our former MSP and we tap his experience to help our customers with the data and metrics they should be monitoring. Brian is our other co-founder and the one responsible for originally coming up with the idea of BrightGauge. He plays a variety of roles but primarily he’s the Product Manager helping manage the development team along with helping customers with any custom work required. His passion for BrightGauge is evident when you speak with him and he loves hearing feedback so feel free to share. Orlando is one of our lead developers and knows the backend of the application better than anyone. He handles our bi-weekly releases and doubles as 2nd and 3rd level support if there is a major issue. When he’s not supporting the code base, he helps architect new projects and features as well as implements them. Christian is our lead architect which means he’s working with Orlando on any high level issues that might pop up but he spends most of his time working on new projects that we have on the roadmap. Christian has experience with Big Data projects and products and is helping us prepare our infrastructure to scale as we grow. We are a tight group of 7 that work very hard on making sure our customers have the best possible experience.
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ConnectWise API Enhancement of SLA Reporting Coming Soon

Great news for all of our ConnectWise API customers! ConnectWise is making huge enhancements to their API as part of their 2014.1 release. Below is a complete list of the enhancements and in particular we wanted to mention the “New Service Report fields” which will include SLA information. Last Update field added to all applicable reporting views. Last Update UTC fields ared added where available. Updated By field added to all applicable reports. Display date fields in ISO format and time zone field included. New Service Report fields: Ticket Age, Severity, Impact and SLA fields. New Company Report fields: Date entered, Date acquired, Delivery method.. New Contact Report fields: Territory. New Expense Report fields: Payment method. New Product Report fields: Picking and shipping fields. New Agreement Report fields: Billing cycle, Billing amount, Agreement start date, Parent agreement rec_ID and name. New Service Board Report fields: Service board rec_ID. New Company Address fields: Expense reimbursement field, Default shipping, Default billing, Default mailing. New Marketing Campaign fields: Marketing ROI view, Count of emails sent, Status field name, Inactive column. Several of our top 10 most popular gauges are SLA related and up until this release we were unable to offer that information to our ConnectWise API customers. But now we’ll be able to add default gauges around Average Time to Response, Average Time to Resolution Plan, and Average Time to Resolution. We’ll be making these fields available through BrightGauge default datasets once they are released from the ConnectWise API.
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Most Popular Daily Metric: Tickets In New Status

Currently Open Tickets In New Status shows all your current open tickets that have not been touched by your team. This is a key metric to be monitoring regularly to make sure your team is responding in a timely manner. Additionally, it’s a great indicator if something big has happened at a customer site if multiple people are reporting the same issue. And with our new dashboard release you can have this metric up on your wall and let the entire team monitor the gauge. As with all of our gauges, the important thing is not only to understand the number but also what is driving the data. Click on the gauge itself and it will bring up the detailed data for you to do a deep dive: To learn more about how tracking a daily metric like this can help improve your profitability, check out the webinar we hosted on Best Practices of Working and Tracking Time In Real Time presented by MSP Coach Manuel Palachuk
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Free Webinar on the 10 Lessons Learned From Selling Our MSP

Last month we published an eBook titled 10 Lessons Learned From Selling Our MSP and given the overwhelming response and questions we received, we decided to host a free webinar to discuss the topic in more detail. The webinar is intended to be for anyone that is considering a potential transaction of selling or buying a MSP (and at whatever stage you are in). Whether you are in the middle of a negotiation, thinking about going to market or it’s only on your long term list of things to consider. This is a "can’t miss session" where we’ll share real life experiences of the entire process. During the webinar, we’ll cover specifics on the entire experience, like: How and why the decision was made to sell the MSP What the process was to get approval internally How we went to market to find the best buyers What the due diligence process was like and how we prepared for it Making the decision to accept the offer Announcing the transaction to the team, vendors, clients Managing through the integration and transition In order to accommodate our global community, we will be hosting two separate webinars to allow for live Q&A. There are limits on the spaces available so we ask that you RSVP by clicking on the link below for the date/time that works best for you. Tues, Oct 15th @ 7:15pm EDT or Wed, Oct 16th @ 10:00am EDT
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10 Lessons Learned From Selling Our MSP

Last year, we sold our Compuquip Managed Services Practice to All Covered, a division of Konica Minolta. Many lessons were learned over the 6 months of due diligence and then 12 months of integration and transition. Done successfully an acquisition can provide a win-win-win for all parties involved including the seller to achieve a liquidity event, the buyer to expand or launch their presence in the business, and for the teams to have new opportunities. Now that the transaction is completed we took some time to reflect on the experience and document some of the key lessons learned throughout the entire process. This is not a theoretical eBook; this is based on our experience in the recent transaction. Download the 10 Lessons Learned from Selling Our MSP where we share specific real life lessons learned during our last transaction. Specifically we provide insight into: - How to best prepare for a potential acquisition before it’s even on the radar - Several important resources to consider before sharing your information - What to expect in every stage of the sale process from start to finish Click the image or Get eBook here >

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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.
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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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