Back to BrightGauge's main site
Blog Logo-2.svg

The BrightGauge Blog

Customer Success   |   Read

Report of the Month - Internal Weekly Service

Do you send reports on a consistent basis? We’re big fans of reports because they’re a reliable source of truth. They show your clients or your internal teams exactly what you’ve been working on and ...
Do you send reports on a consistent basis? We’re big fans of reports because they’re a reliable source of truth. They show your clients or your internal teams exactly what you’ve been working on and the results of that work and, because of that, they’re great for building a solid foundation of trust. We love seeing how our partners are using BrightGauge reports as a business growth strategy and as a way to keep teams accountable. This month, we’re sharing an Internal Weekly Service Report, as used by Joe Ensalaco of JT Global Enterprise, a systems integrator operating worldwide with offices in the UK and the US and specializing in Unified Communications, Customer Engagement, Digital Transformation, and Smart Retail. Joe, the Service Operations Manager, built this report as a way to keep track of what his team did the previous week (he actually built this within 2 weeks of becoming a BrightGauge partner - impressive!). “By looking at certain metrics on a weekly basis, we’re able to understand the circumstances around an influx in tickets, or a lack of support, so we can be proactive about preventing service issues in the future,” explains Joe. His Internal Weekly Service Report focuses on both customer metrics and service desk metrics. *This is a sample report for illustrative purposes only; not an actual report prepared by JT Global. On the customer end, Joe and team are looking at who the busiest customers of the week were, how many tickets they opened versus closed, and what type of tickets are being opened. Knowing who their most active customers are helps drive cost management decisions and also indicates whether JT Global should train their customers in how to self-solve repeat issues (for example, building out phone extensions). On a service desk side, Joe’s looking at what the whole support team is doing in general. Key identifiers include Ticket Kill Rate, Average Time to Resolution and Acknowledgement, SLA Stats by Priority, and Planned Works & Change Requests. “For each metric we look at, we’re setting goals and thresholds so we can hold ourselves accountable to a specific benchmark,” says Joe. “For example, SLAs for most of our customers are 30 to 60 minutes, so we look at these numbers each week to make sure we’re on track.” For Joe and the JT team, BrightGauge has enabled them to automate 90-95% of what was previously in their manual reports, obviously saving them a ton of time and letting them get back to focusing on their business. Interested in setting up an Internal Weekly Service Report for your team? Check out our Report Key to recreate it yourself or feel free to reach out to success@brightgauge.com and we’ll be happy to help. Thank you to Joe and JT Global for sharing your insights! Link to Sample Report Link to Report Recreation Key
request-a-brightgauge-demo
Customer Success   |   Read

[WEBINAR] Tracking Project Progress Through Dashboards + Reports

A common challenge that MSPs face is how to run an efficient and productive service desk, as there's so much activity coming in and out of that department. From tickets that need to be serviced to long-term projects that have been agreed upon, there are plenty of moving parts (and technicians) to keep track of. What's your approach when it comes to staying on top of what your team members are working on? In the latest edition of our user showcase webinars, Mark Kjaer and Mark Beitel of WBM Technologies, Inc. share how they are using BrightGauge dashboards and reports to track each of their technician's performance and to stay on top of open projects and devices. Having real-time visibility into their machine stats, project status, and tech data has proven to be an effective way to align everyone on tasks that need to get done. Plus, the ability to create comprehensive reports within BrightGauge has allowed the WBM team to keep clients and team members alike informed on a monthly basis. Click below to watch the webinar and please contact us if you've got any questions!

Subscribe to get the latest content delivered to your inbox
Customer Success   |   Read

Join Us in Miami for a Data Driven Workshop

Are you new to BrightGauge or looking to get an in-depth training session? Join us from February 19-21 at our BrightGauge HQ in Miami, FL for our 13th quarterly in-person Data Driven Workshop. We'll host around 20 partners for a two-day deep dive into the foundation of BrightGauge; reviewing the core areas, your unique setup, best practices from other attending businesses, and active building sessions. All Enterprise+ accounts that have been with us for over three months get to send one team member for free. DDW begins with a team meet & greet Wednesday night where you'll get to check in and get to know the BrightGauge team. Thursday will offer a full day of programming with all meals provided, capped off with a special Miami outing complete with Spanish food and a live Cuban band show. Friday, we'll host your one-on-one training and buildout sessions, plus link you with our product team to make sure your feedback and ideas get integrated into the platform. You have the option to attend these last sessions either in person or remote at a later time. In our sessions, you'll work with team leads to refine your goals, discover tips for how to advance your use of BrightGauge, get a breakdown of the gauge builder, plus engage in a heavy run-through of setting up reports and dashboards for your team and clients. Past attendees have said that DDW is "a must for anyone looking to get a leg up in their BrightGauge knowledge. Plus the team is so great!" "Anyone using BrightGauge to help manage their processes will find value in attending the Data Driven Workshop. Whether it is a tip for using a dashboard, a new way to configure a gauge, or a fresh insight into goals, the time spent with the BrightGauge team and other colleagues using the same tools in a similar environment is time well spent. I highly recommend it!" Did we mention we're averaging 75 degrees and blue skies every day? Sign up or request more info via https://www.brightgauge.com/data-driven-workshop/
Customer Success   |   Read

January Dashboard - Team Capacity

Did you catch our recent webinar with Ian Richardson of Doberman Technologies where he discusses how he uses BrightGauge to set his MSP up for success? During the chat, Ian shared that one of his go-to dashboards is one that tracks his team’s capacity for new projects. The dashboard shows the capacity each tech has in his or her schedule to take on projects, based on hours that have been scheduled for the current month and the next 3 months. Each tech has a predetermined max capacity, which is based on work roles. View this dashboard here. This critical dashboard is used for expectation management, both internally and with clients. It helps the Doberman Technologies teams make informed decisions about when projects can realistically be delivered and it helps them decide which projects to take on and when. Scheduling projects around known capacities also ensures that each team member has enough time for unexpected crisis items and for more long-term projects. For Doberman Technologies, this has been a really efficient way to grow their business and keep workload at a manageable pace and it's applicable to all teams across the board. Many of you showed interest in replicating this dashboard for yourselves, and we’re happy to share it with you now: Link to Team Capacity Dashboard Link to Dashboard Recreation Key Please feel free to reach out to success@brightgauge.com with any questions you have!
Customer Success   |   Read

[WEBINAR] Best Practices for BrightGauge Naming Conventions

Within your organization, are there multiple departments, each housing multiple teams? How are you organizing your BrightGauge dashboards, reports, and gauges so that team members can easily find their respective data? Even with smaller organizations, implementing a proper naming convention to be used throughout BrightGauge can lead to quicker access and easier navigation of your data (think cluttered vs. uncluttered workspaces). In this edition of our user showcase webinars, Daniel Pop, Application Support Manager at Milner, Inc., shares his approach to a cohesive naming system within BrightGauge and talks about how staying organized feeds into managing teams, providing feedback, and monitoring who is under- or over-achieving. This clever, yet simple way to organize data has proven effective for Daniel and teams and has allowed them to seamlessly use every aspect of BrightGauge in their day-to-day. Click below to watch the webinar and if you've got questions, please don't hesitate to contact us!

70+ Metrics for MSPs

Key metrics and accompanying formulas to help MSPs skyrocket growth and success!

Get your KPIs

Customer Success   |   Read

December Dashboard - Leadership KPI

Undoubtedly, one of the most important areas of business any owner or manager wants to keep an eye on is financial performance. Simply put, you need to know the status of your cash flow, revenue, expenses, and more at any given moment. Any executive or leadership team will look to view and analyze these kinds of metrics on a regular basis, to drive business decisions and forecast performance. So, when building a financial overview or leadership KPI dashboard, what are the key metrics you are choosing to display? There are some key performance indicators that will resonate across the board, but others may be specific to your organization. To help shed some light, and maybe some inspiration, we spoke to BrightGauge customer Dan Lattuada of Pinnacle Technology Partners to learn what their Leadership KPI Dashboard looks like. The following is a recreation of the dashboard they use: View this dashboard here. For Dan and PTP, it's important to see how the company is doing financially on a trailing 12-month basis to ensure that they are heading in the desired direction. To accomplish this, their BrightGauge dashboard is designed to look at specific areas of their business, such as sales, product, and managed services. For example, when it comes to sales, they want to make sure their commissions are in line with company performance. The most critical metric on their dashboard is their recurring revenue, which is the bread and butter of the PTP business. "We look at recurring revenue as our main KPI because, in any given month, we want to see that trending upwards," says Dan. "We're in the habit of optimizing the services our clients are consuming, but we want to make sure we are doing it in a way that makes sense for our overall business." Within BrightGauge, Dan builds his gauges with multiple layers to return that recurring information. He cautions that in order to do that, you need to organize yourself within Quickbooks (or other financial tool) first. When possible, gauges have thresholds set to them, which Dan sets based on a combination of where they think their business should be and past performance. So just how often is Dan using this leadership dashboard? Along with his accounting manager, he's looking at it on a daily basis. Given that this dashboard is meant to inform upper management on company performance, they share their metrics with the leadership team on a quarterly cadence. Interested in setting up a Leadership KPI dashboard like this for your business? Check out our Dashboard Key to recreate it yourself or feel free to reach out to success@brightgauge.com and we’ll be happy to help. Thank you to Dan and PTP for sharing your insights! Link to Public Dashboard Link to Dashboard Recreation Key
Customer Success   |   Read

Report of the Month - Agreement Performance

We frequently get asked how to choose the right metrics to report on, whether for client reports or internal ones. Ideally, any report you send out will be easily consumable yet impactful, so you want to be careful not to weigh it down with way too many metrics. Go for metrics that are direct and that clearly get your message across. When it comes to BrightGauge, a lot of our customers tell us how useful it is to see how their peers are using the app, so this month we’re highlighting Weston Technology Solutions’ internal Agreement Performance Report. Weston Tech has been in business for over 25 years and at the core of their managed IT solutions is a passion for being a true partner - not just a vendor - to their clients. Brock McFarlane, CEO and Founder of Weston, shared that their team works off of fixed-fee agreements, a departure from the hourly agreements they previously used. For Weston, fixed-fee contracts allow team members to be more valuable and efficient with time, but reporting on these contracts can get tricky since it’s not based on hour-by-hour work. What Brock has found is that looking at Gross Margin is a truer representation of how a contract is doing versus just how many hours were billed. Identifying their most important metric - Gross Margin - laid the foundation for how Brock and team would build reports moving forward. Brock also includes Hours by Tech within the reports, as any red flags in those hours can paint a picture as to why a margin percentage may be too low or too high. Reporting on a client’s margin percentage can pinpoint where inefficiencies lie - perhaps a tool a client is using is giving more trouble than it’s worth - so that they can operate at an optimal level. Also, by managing Gross Margin, Brock is sometimes able to avoid raising contract prices in the future, which his clients love and is a big reason why they repeatedly invest in Weston. This is a perfect example as to why consistent reporting is hugely important. We’ve recreated Weston’s Agreement Performance Report for your reference: Think this report would be useful for your team or want some more info? Check out our Report Key to recreate it yourself or feel free to reach out to success@brightgauge.com and we’ll be happy to help. Thank you to Brock and Weston Tech for sharing your insights! Link to Public Report Link to Report Recreation Key
Customer Success   |   Read

September Dashboard of the Month -  Sales Management View

We talk to hundreds of MSPs each month and when we ask “What is your current organizational objective or focus?” one answer reigns supreme: Growth! Growth is obviously a great goal but how do you plan to achieve it? Are you tracking the right KPIs to ensure you hit your targets? Does your Sales team have easy access to the data they need to stay on top of opportunities and close more deals? The surprising answer in many of these conversations is “No”. This month’s Dashboard of the Month will help you change that. September's Dashboard was submitted by Jonathan Hollingshead, President of Business Communications Inc, an IT solutions provider serving Mississippi and Arkansas for over 25 years. BCI has been using BrightGauge since August of 2018 and Jonathan says access to real-time data & dashboards have changed how they’ve managed their entire operation. Perhaps no area of BCI’s business has benefited more from BrightGauge than their Sales arm. Screen Recording 2019-09-19 at 10.49 AM.mov Jonathan created this Dashboard for his two Sales VPs. Each account manager also has a very similar dashboard filtered for their personal accounts, opportunities, and territory. These dashboards were created “to provide a quick glimpse of their funnel and business – and was intended as an. entry point directly into the opportunities that they are working on now (or should be). It highlights what they are chasing and/or closing – and it highlights potential issues.” Metrics like “Opps Not Under a Sales Person” and “No Expected Close Date” quickly give management insight to holes into data entry, ensuring nothing invoice and/or commision related slips through the cracks. Jonathan goes on to say “Every single employee now has a customized dashboard to not only see Key Performance Indicators for their role but also for their group... and even for the company as a whole. It has allowed our employees to clearly see their contribution to the company’s success – which is leading to more success! We expected to get better insight into our business, but we did not anticipate the increase in productivity!” If growth is your goal we strongly encourage you to take a cue from BCI and leverage the Opportunity and Agreement Data datasets to build-out Sales-focused dashboards. Think this dashboard will be helpful for your team? See our Dashboard Recreation Key below or reach out to success@brightgauge.com and we’ll be happy to help. Thanks again to Jonathan and BCI for sharing your Sales Management Dashboard with the community. Keep up the amazing work! Link to Public Dashboard Link to Dashboard Recreation Key Video Overview
Best Practices, Customer Success   |   Read

Get Hands-On BrightGauge Training at the Next Data Driven Workshop!

Once you get access to your data, it can be hard to know what to do with it. With so many KPIs and industry benchmarks, you may have a hard time figuring out exactly how these may apply to your bottom line. Join us for an in-person training session To ease the learning curve and provide you with hands-on, in-person training, we're hosting another Data Driven Workshop! This time, two in one month - a Pittsburgh session from September 29th thru 30th and another in Las Vegas from October 13th thru 14th. Find out more information here: https://www.brightgauge.com/data-driven-workshop/ All attendees will also be given a promo-link for a discounted hotel plus a special offer to attend our partner event with Continuum's leading MSP industry event Navigate, and which runs from Monday night through Wednesday. Each Data Driven Workshop, we spend a few sessions going over the basics of how to use BrightGauge -- from getting set up with dashboards for your team and creating automated reports for clients, to building advanced KPIs using multiple points of data to see how your techs time and effort are being spread or how much that ticket-happy customer is truly costing your business. We want you to walk away a BrightGauge pro and master of KPIs. As part of these workshops, you'll also get to learn about business best practices for growth through interactive peer sessions and a goal setting review. Plus, you'll get to hear from another power-user as they share how they've built out their account. These sessions are great for those just getting started or looking for insight into tricks for mastering BrightGauge. We'll give you the tools needed to better manage your data and team, while showing value to customers. "The BrightGauge Data Driven workshop had a ton of content for me and my colleague to learn and network. I highly recommend this for anyone looking to get more out of the software and get to know this vendor a little bit better. I left excited to build some advanced gauges for my company." -- NTM, workshop attendee How to sign up If you'd like to attend an upcoming workshop or inquire for more information, please fill out the form found at the bottom of this page: https://www.brightgauge.com/data-driven-workshop/
Customer Success   |   Read

Dashboard of the Month - Quarterly Business Review

Quarterly Business Reviews or Technical Business Reviews are a vital part of any MSP-client relationship. These scheduled reviews are an excellent opportunity to connect with clients, highlight the services you provide, and create a strategic agenda moving forward. With BrightGauge, creating a QBR is simple. This month, we show you how to construct a shareable and completely customizable QBR Dashboard for each of your clients. Before applying a client filter, the dashboard serves as a high-level overview of your operation. This allows you to standardize metrics and establish trends which you can compare each individual client thereafter. It also gives you the opportunity to identify areas in which you can improve processes via automation, updated documentation, providing additional training, or simply making better use of the fields within in your PSA, RMM, and CSAT solutions. When it comes to individual client-views, adding a filter takes seconds. Once a client filter is applied, you have a few options on how to get your QBR Dashboard in front of your clients: Clone and share with key stakeholders via Viewer User licenses Add/remove specific gauges depending on what you want to present to each client Convert the Dashboard to a Report Save as a template Create a schedule for automated delivery either as one-off or quarterly Pro Tip: Add gauges from each of your Datasources, especially the proactive work you do for your clients! August’s Dashboard is built from ConnectWise Manage, ConnectWise Automate, and Smileback but you can recreate it using any combination of PSA, RMM, & CSAT tools. Want more information on QBRs? See our Complete Guide to QBRs for MSPs blog post Think this dashboard will be helpful for your team? Reach out to success@brightgauge.com if you’d like to recreate this dashboard for yourself and we’ll be happy to provide the guidance you’ll need. If you want your dashboard to be featured in an upcoming post, please send a screenshot of your Dashboard to Success@BrightGauge.com. We’d love to see your work! Link to Public Dashboard Link to Dashboard Recreation Key
Customer Success   |   Read

Dashboard of the Month - IT Management Associates

When it comes to building out the right dashboards for your team, seeing what others are doing can provide some guidance and spark new ideas. Starting today, we’ll be sharing what other BrightGauge users are building out in our Dashboard of the Month series. Check back each month to see what key performance indicators (KPIs) are being tracked and for guidance on how to recreate the dashboards for yourself. July’s Dashboards were submitted by Brad Schultz of IT Management Associates from Perth, Australia. Not only do ITMA’s dashboards really pop off the screen, they serve a major daily purpose for Brad and his service delivery team. Brad states the objective of these dashboards is to provide up-to-date information on tickets, hours entered, SLA stats and survey responses. These KPIs help his team stay on top of different ticket queues while fostering a bit of friendly competition to ensure time is being entered, tickets are being closed, and most importantly, that ITMA’s clients are happy. We chose ITMA’s dashboards because they do a great job breaking up and displaying data designed for in-office displays. Brad’s usage of rotating dashboards, color thresholds, and labels enact our Dashboard Best Practices, allowing his team to easily identify, assess, and act in real-time while simultaneously tracking weekly team performance. Brad and his team use ConnectWise Manage to view their data and to build their dashboards, but the same metrics can be tracked using other PSA tools like Autotask. Think this dashboard will be helpful for your team? Reach out to success@brightgauge.com if you’d like to recreate this dashboard for yourself and we’ll be happy to provide the guidance you’ll need. Thank you, Brad & ITMA, for sharing your Service Delivery Dashboards with us! P.S. Also reach out to success@brightgauge.com if you want your dashboard to be featured in an upcoming post. Link to Public Dashboard Link to Dashboard Recreation Key

Our Latest Content

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!

Product

Features

Resources

Company
               

 

©2023 ConnectWise, LLC. All rights reserved.
// Siteimprove tracking