Since getting their start back in 2007, Be Structured has sought growth while sticking to their original mission of providing unwavering customer service that builds noteworthy customer loyalty. Over ...
Since getting their start back in 2007, Be Structured has sought growth while sticking to their original mission of providing unwavering customer service that builds noteworthy customer loyalty. Over time, their business model has continued to evolve. Now, Be Structured serves hundreds of clients throughout the Los Angeles area and beyond. They seek to be your strategic partner and one-stop-shop for everything from fixing a printer to managing multi-million dollar capital budgets or very large projects. We spoke with Chad Lauterbach, the CEO of Be Structured Technology Group, to see how they differentiate themselves from competitors and where BrightGauge's dashboards have changed the way they do business. A BrightGauge customer since 2015, Be Structured signed up to see their Kaseya, AutoTask (now AEM), and QuickBooks data in an easy to digest, actionable format. They now use Autotask and Autotask Endpoint Management(AEM) to cover their sales and ticketing needs. Favorite Feature Their go-to tool for keeping on top of all of their customer tickets and to motivate their team with the latest sales data: television dashboards. Building custom widgets to meet their needs, Be Structured's custom KPIs are on display on TV’s throughout their office for all to see. “BrightGauge has helped us with seeing our KPIs through fun, simple math and the real-time ticket data displayed on the 4 TVs we have around our office." A little customer care goes a long way Since acquiring a PSA and RMM over the last decade, Be Structured has come to take on more responsibilities than being a break/fix consulting shop. With most of their growth being organic and through word of mouth, they place a lot of emphasis in treating their employees and customers well. Being kind always pays off in the end. Not only does it build trust and loyalty, it allows you to not be “perfect”, make some mistakes, and work through them as a team. Be Structured also knows it's about understanding what their customers truly need. "We know what we can and can’t deliver and we know what will and won’t be a good fit for us and the client. I think that differentiates us because we care about the technology, the customers business, and how the two fit together. We don’t undersell or oversell the clients based on their needs." "I meet too many MSP owners that are just business owners and sales people. They have an understanding of tech of course, but not down to the detail configuration level, which makes them incapable of actually engineering the right solution for the client. Often they just default to their technology stack or “their way” regardless of it is in the clients best interest… or if it will even work".
The Graphic Designer is responsible for maximizing BrightGauge’s presence on the web. As a member of the Growth team, this role requires a well-rounded, creative team player who will own the design of www.brightgauge.com, but also support a variety of channels to maintain the brand consistency. What will be their primary responsibilities: Think strategically – define problems and create compelling and fresh solutions Think visually to communicate interaction design concepts – use techniques like storyboarding and prototyping Push boundaries to define and shape the digital experience Be part of a fun and collaborative team to deliver amazing experiences What type of experience should they have: 2+ years of professional graphic design experience for websites and/or mobile applications Strong conceptualization and visual communication ability Ability to create wireframes Up to date with industry-leading design software (i.e. Adobe Suite and Sketch) Experience working for a B2B SAAS company - a major plus What they need to bring to the table: Proven editorial skills, including an ability to expound on projects within project management tools (e.g. BaseCamp) Ability to prioritize in a multi-tasking environment If this sounds like the opportunity that you’ve been searching for, click here to get started:
[Case Study] As the founder and CEO of Western Digitech, Josh Kotler was continually running into problems with reporting and data measurement. The lack of easy access to data was affecting their business processes, and using Excel spreadsheets to track efficiency among employees came with several pain points: Three Biggest Points of Frustration Pre-BrightGauge Their data was in a format that made it tough to share and consume. The team didn’t have the ability to benchmark performance visually, limiting their ability to respond to the issues the data highlighted. Because the data was harder to measure, Western Digitech measured less. Since they measured less, performance suffered. At the same time, proving the value of their work to clients was difficult without a reliable way to extract and organize that data. Josh explains, “we wanted to be able to send our clients attractive and meaningful reports that demonstrated how much we were accomplishing on their behalf.” Aware of these issues within his business, Josh was actively seeking a solution when he first discovered BrightGauge at the IT Nation conference. Shortly after seeing BrightGauge in action, he learned that a friend’s MSP was also using the platform. This prompted his decision to move forward, along with BrightGauge’s reputation within the industry: Adopting BrightGauge After a short walk-through of the features with the BrightGauge team, Western Digitech was up and running. Josh goes on to say that while the implementation process was incredibly easy for his team, he was more impressed with how intuitive the platform is: One early benefit that the company noticed was the ease with which BrightGauge was able to improve their business processes and culture, such as their “better every quarter” mentality. Josh went on to explain how much he likes the insights that BrightGauge provides to each manager, allowing them to build out their own dashboards with the data that is most relevant to their position. Results with BrightGauge Western Digitech quickly noticed several benefits following their BrightGauge implementation, beginning with the ability to access data in real-time. Instead of examining reports from previous days and weeks, their team is now able to identify issues, analyze operations, and deploy solutions much more quickly. “We can build a better business with less frustration and effort,” Josh explained. Then, there’s the progress in sales and service delivery due to the real-time insights that are now so easy to come by. In days past, the team wouldn’t have been able to keep up with the increased demand for their services while using traditional reporting. And the results? As Josh explains, Western Digitech has seen a huge jump in profitability: Josh also pointed out that the addition of dashboards in Western Digitech’s helpdesk area has created a friendly sense of competition, especially when it comes to their number of completed tickets. “As guys chase numbers, response times have improved. Also, our Team Leaders have better data - timely data - and can better manage based on that data.” As with any software solution, the benefits of the product itself are only part of the picture, because the support that comes with it can make or break the user’s experience. “The support from the BrightGauge team has been exemplary. They are into data visualization and they’re excited to learn about new applications and gauge ideas. If you can dream it, they can make it a reality,” Josh says. Recommending BrightGauge For the Western Digitech team, finding a tool that was user-friendly and ready to go from day one was critical: Josh sums up his BrightGauge experience, saying “you can’t improve what you don’t measure. If you are serious about raising your game, you must understand your KPIs - BrightGauge makes that easy!”
As the Network Operations Manager for BlackPoint IT, some of Andrew Hutchison’s main responsibilities are systems monitoring & remediation, managing business continuity services, and automated system patching, to name a few. As BlackPoint’s client list has grown steadily over the years, so has their need for a fleet management solution, as they found themselves responsible for managing 4,000 systems and trying to keep up with where patches were missing. “There was no easy way to track missing patches in LabTech. I could get help from my LabTech Admin, but I really needed a way to consolidate and aggregate the data between LabTech and ConnectWise,” says Andrew. Choosing & Adopting BrightGauge Knowing there had to be a way to better manage his data, Andrew set out looking for a solution for his team. He briefly considered some reporting options within SQL, but when the BlackPoint team found BrightGauge at the ConnectWise IT Nation conference, the decision was quickly made to move forward because of the dual integration with ConnectWise and LabTech. As Andrew reports, the BlackPoint team had a few support tickets in the beginning, but it was never hard for his staff to use BrightGauge, as he goes on to say “everyone caught on quickly.” Results with BrightGauge After getting started with BrightGauge, the BlackPoint team was instantly able to show everything in one report and be much more efficient in their messaging delivery, while also maintaining their fleet. “With the fleet management aspect in LabTech, it really helped us cut down on patch issues and helped us with our warranty reporting. It also helped us when it comes time for the Technical Business Review, to report on things that come from different sources,” says Andrew. More than just another tool in the toolkit, BrightGauge’s commitment towards developing a product that fits the wants and needs of the MSP community has been another reason Andrew is confident that he’s made the right choice. It has been exciting for Andrew to have BrightGauge at his fingertips, because he can easily customize or build upon his data in the platform. With a substantial-sized fleet of over 200 appliances and 800 backups, Andrew reports that he wasn’t always able to see the information that he needed within the Datto portal, so he created a ‘MBC (managed business continuity) Backup Issues’ dashboard to solve the challenge. “We used a SQL datasource and populated the Datto data into SQL tables and assigned thresholds to things. So now we’re using what BrightGauge offers, but with a second SQL table that checks for backup failures every 24 hours for particular backup agents or synchronization issues and they only show up if the threshold is exceeded,” explains Andrew. He goes on to say “for me, the most useful gauges are the Datto gauges.” Benefits Beyond Reporting Although he originally went looking for a reporting tool, Andrew notes that the BlackPoint team quickly came to appreciate how BrightGauge solved other problems in ways they hadn’t anticipated. For example, utilizing BrightGauge reports before putting together their Technical Business Reviews (more commonly known as Quarterly Business Reviews) allowed the BlackPoint team to be proactive on certain issues. “Before, we wouldn’t have a ticket on an issue like patches missing because a machine wasn’t turned on or the Windows version not up to date,” explains Andrew. “What we’re doing is a check and balance aspect of our fleet... and reporting on this to the customer is a huge deal. Before we report on this data, we now have a dashboard and can figure out what needs to be resolved.” He goes on to explain, “The dashboard helps with overall Customer Success. It allows you to know everything about your customers in an aggregated way, so you don’t get blindsided. It’s quality assurance.” Additionally, Andrew reports that BlackPoint has more clarity into the customer side of the business than ever before. Since introducing the Technical Business Reviews that are created from BrightGauge data, customer satisfaction is up and so are retention rates. Plus, the TBRs have also highlighted which customers are not an ideal match for BlackPoint because of issues such as machines that weren’t being updated - a sure conflict towards SLAs and potential red flag for customer profitability. Recommending BrightGauge “If you’re an MSP, I haven’t seen any other tool with the amount of integrations and flexibility to do things your way, than BrightGauge. It’s all packaged there, and it’s all available.”
[Case Study] As Founder and CEO of Jones IT, the task of proving value to customers was posing a serious challenge for Evan Jones. The company was growing quickly and doing a lot of work, but it wasn’t always easy to relay to customers the work that was being done when it came to tickets completed, servers being patched, or plenty of other tasks. Evan explains that in the beginning, “The main thing we wanted was to prove our value to customers. They’re paying us a lot of money, and we’re doing all this work, but we weren’t necessarily showing them the work that we were doing and proving it to them.” Finding the Right Tool for the Job Proving ROI to customers was made even more difficult by the “ugly” reporting tools built-in to the RMM solution the Jones IT team was using. In fact, the tools were so frustrating for the team to use, that most of the time they didn’t even bother trying to create client reports. The Jones IT team also realized that whatever solution they found for the reporting job would need to be something simple enough so that even their customers would understand the information being presented. An Eye-Pleasing, Simple Solution For a brief time, Evan’s team tinkered with building their own reporting solution, but when he found BrightGauge at a conference, the platform’s features and overall look quickly convinced him to ditch the enormous customization task. Getting started with BrightGauge was a fairly easy process for Jones IT. While there was a small learning curve, Evan utilized the BrightGauge team as needed for any Q&A resources, and he goes on to say “I think we know everyone on a first-name basis [at BrightGauge]; all the teams have helped, they’ve done specific projects for us… we’ve had some custom reports made, and gauges… I think we’ve put you guys to the test.” “A Really Positive Experience” Since implementing BrightGauge, one of the big wins that Evan noticed for his team was being able to trim and in some cases, eliminate alerts. Before, they would get alerts on instances such as servers down or network down - and in fact, there were so many alerts that they were being ignored and were considered useless information. Now, there are no more alerts to look at because they’ve been replaced with gauges on tv’s. “It’s easy to jump in and get it done without worrying about all the false alarms”, explains Evan. Another triumph, resulting from the use of BrightGauge dashboards, was the ability to better track and manage the company’s outsourced work. Evan tells us “We utilize some outsourced services from other countries to manage a lot of our LabTech stuff and working with outsourced companies you need to be very explicit in what they need to do, how they need to do it, what their role is, and what their job is. We’ve found that BrightGauge is a good way to keep track of them to make sure that they are doing what they need to be doing.” The results showed with the internal team as well. During a recent dashboarding session with each of his four teams, Evan taught them the fundamentals when it comes to using BrightGauge. Whereas before, the only dashboards the team had were the ones Evan had created, he wanted to give every individual the power to create their own. Evan goes on to say “I gave them the power to create their own reports and some of the guys really dove in and started making dashboards for their teams to monitor their clients and they got excited about it and actually started using it and trying to gain efficiency. That was a really positive experience.” Recommending BrightGauge Harvest is by far the most useful BrightGauge integration for Jones IT, because it provides huge insights into their efficiency. The team can now see trends at a glance that would have been significantly more difficult to spot before. Evan concludes by saying, “any Harvest user should use BrightGauge. It’s a no-brainer. The access to the data that BrightGauge provides is leaps and bounds above what they provide organically.”
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[Case Study] Air-IT had been using another dashboard and reporting solution, lots of manual coding and “liberal doses” of Excel. They found that it was difficult to obtain accurate information and ensure information was based on the correct criteria. They also struggled to present the information to the team in a brief way and create reports that showed clients they were getting value for their money - without breaching confidentiality. Air-IT Operations Manager, Simon Smith, knew that getting accurate information in a timely manner was necessary to streamline their process and identify areas with the potential for improvement. Transparency is very important to Air-IT and Simon realized that in order to move the business forward, he would need to find a way to obtain and present accurate information in a way that didn’t take ages to compile. Adopting BrightGauge Simon believes in giving things a try before making a decision, so he began with a number of BI tools. BrightGauge came out on top after a process of “survival of the fittest”. Another reason Simon chose BrightGauge was because the helpfulness and responsiveness of our team. Simon says “Great support makes a lot of difference when it comes to getting the most from a tool.” Implementing BrightGauge and going through the onboarding process was “very easy” for Simon, and the number of gauges that were usable from the get go made it easy to get meaningful and accurate information. “If you know what you want to see, you can get started right away”, he adds. Simon also gives praise for BrightGauge’s support team, calling the support excellent, responsive and accurate. There hasn’t been a single issue yet that wasn’t completely resolved and he’s happy about the fact that he doesn’t have to wait weeks to get a response. Data customization was incredibly easy for Air-IT with graphs, tables and counts that could be customized with a simple drag and drop. Using the prebuilt gauges and default datasets, Simon has been able to pull some unique information out without needing to be a SQL programming expert. It’s been incredibly productive for him. Measurable Results Armed with real time information, Air-IT was able to immediately put themselves ahead of their competitors by delivering higher levels of customer service and satisfaction while increasing their profitability. According to Simon, “The best thing of all is that we we’re able to measure the effectiveness of our strategy and know it worked for us and our clients: a win-win!” In one example, Air-IT monitored the categorization of reactive tickets, and they were able to identify the issues which were the source of the most support calls, leading to a standardized solution: The management team at Air-IT have demanding requirements for performance information, so the ability to create dashboards with incredible ease that also show information in real time, and showcase more than one type of graph in reports was a big deal for Simon. As he explains: “We can see where the business is at pretty much in real time – this is information that takes competitors days to work out, and most of the time they don’t bother.” Recommending BrightGauge According to Simon, BrightGauge can be a game changer for both your operations and your strategy, but you’ve got to allow it to do that. It can be scary to put your real time numbers up for everyone to see, especially because those numbers are often sub par (when seeing them for the first time). Simon says that you’ve got to be honest with your team and yourself about the performance of the technical side of your business.
[Case Study] In days past, the team at Mainstay Technologies had no Business Intelligence solution. They utilized reports available in their ConnectWise and LabTech, or built SQL reports from time to time, but the process was slow and didn’t always look good enough to share with clients. Mainstay CEO, Ryan Barton, knew that visualizing data, understanding it and the things related to it would be the key to best govern the actions necessary for the growing IT Services company. But he was also frustrated that his team didn’t have enough visibility from their PSA and RMM data, because that’s where 98% of their business is. The more he studied the correlation between good data and good judgement in business, the more Ryan knew it would be difficult to grow and have a good sense of where they are if the team didn’t have a handle on their data. There were times when a huge problem was looming for months but since the team lacked the necessary insights, nobody realized the issue until it was too late - like the time patches weren’t installing properly for months on end. Adopting BrightGauge When he started looking for a customizable BI solution, Ryan demoed several different solutions priced at tens of thousands of dollars per year, plus extensive time would be necessary to get any of the products working specifically for a MSP. That’s when it dawned on him that what Mainstay really needed was a tool that really understands the MSP industry and had the defaults and templates built out already. As Ryan explains, “if you put a red slice of pie on the tv on the wall, it’s going to drive action in a way that talking about it never will”. Once Ryan made the decision to join the BrightGauge community, each area of the business was able to identify and implement the best solution that would help them properly track their KPIs, whether it was dashboards, internal or external reporting. For example, in Centralized Services, they use dashboards and are constantly watching what updates and antivirus are doing. When it comes to clients, reporting is a big value add. Mainstay focuses on 2 primary reports. First, there’s a client-facing one that drives conversation and shows the value and visibility into what they are doing. Ryan emphasizes that it’s exciting for his team to hear feedback from operationally-astute customers because those organizations immediately see the Business Intelligence that Mainstay is leveraging, and it gives them a great competitive edge. Second, there’s an internal report that tracks ticket trends, feedback scores, response times, infrastructure health, aging summaries (over 5 years, expired warranties, etc.) and even financial profitability. The ability to sit with the team and do a quick planning session is now almost effortless because the data is right in front of them. As for the impact his BrightGauge has on asset management, Ryan explains that because Mainstay has a defined minimum standard for service delivery and can keep clients at that point, the result is noticeably less stress within the team. With a more standardized setup, the team has become far more efficient at delivering service and driving more projects when gaps are identified. The result is more problems solved, increased revenue, more efficiency, higher team satisfaction, and of course even more client satisfaction (you remember... the well-known sentiment that happy employees equal happy customers!) Results with BrightGauge Since their BrightGauge integration, Mainstay now has more visibility and command over centralized services than they ever had before. Plus, with their new ability to put specific processes and operations in place, Ryan and his team have more confidence in their data because it can now be put into an actionable format. By utilizing BrightGauge for their Business Intelligence solution, Mainstay has “transformed from being at the industry standard install rate of about 95%, to now about 99% because we have the exact visibility into when updates were last installed and on which machines, how many are missing, and when they were last rebooted. We can see it, customize it, and immediately get answers to questions”. While the team started with BrightGauge in Centralized Services, Ryan was quick to realize the potential at hand for other areas of the business that could be positively impacted with more visibility. In no time, the team was leveraging data to track infrastructure health, service management for stale tickets, project management, client management, individual accountability, uptime, system health, and more. When those areas were up and running, Mainstay decided BrightGauge could help with staffing and capacity decisions, track who’s solving which tickets and the different types of tickets, trend analysis, and the number of tickets as compared to the number of hours and response times. Ryan sums it up best when he explains “having visibility into our data with access to the kinds of customization that makes it accurate and in a meaningful format, actually drives action”. Recommending BrightGauge For MSPs who are just getting started on their data journey, Ryan offers a bit of advice: “start with one challenge that you know good data will help to solve and if you can just focus on that one thing and rally around it, then you will start to see results instead of doing 40% on several different projects. Most companies get caught by the gaps they didn’t even know were there. Good data allows you to be proactive rather than reactive."
[Case Study] Sometimes in life, you don’t initially realize when things could be even better than they already are. At first glance, the grass is green on your side of the fence. The team at PriorityOne Group used to be in this scenario… their grass was green when it came to the dashboard and reporting solution they had in place and they actually liked the product very much. But at a closer glance, there were some brown patches to be found here and there. As Jason Romer, Director of Technical Services, looks back on his days of using that first software solution he remembers that he wished for faster support response times and more guidance on what the software could do. Additionally, the gauges and dashboards in those days were very time intensive to manipulate - and with a growing business he didn’t have any time to spare. The Change It was the IT Nation conference in November 2015 that gave Jason a glimpse into how green the grass could be for PriorityOne. He had just left the booth of his dashboard solution at that time, when he came across the BrightGauge booth. As he tells the story, “I spoke to the BrightGauge team and they showed me the types of gauges and reports they had. The a-ha moment was when they said they would set it up for us and showed us the Quickbooks datasets – as soon as we saw that, it was a wrap.” Besides the Quickbooks integration, Jason was also keen on the ease of use and data manipulation that he knew would result in rich reports for his clients. But it was the BrightGauge team that truly sealed the deal. Jason concludes that “the people sell the product” and we certainly agree that our people are one of our best assets! Getting Started with BrightGauge Looking at the BrightGauge implementation and onboarding process, Jason states that it was “incredibly easy”. It all started with a Data Customization chat with our team so that he could explain what PriorityOne wanted and the parameters of how they use their data sources. Jason goes on to explain that the onboarding process and the people at BrightGauge are the most positive experiences in his time as a customer. “We were hand-held from the beginning, which from my point of view trying to run a MSP of our size and not having the time to get into the weeds on all this stuff is HUGE! The BrightGauge team did and is still doing the work for us so that we can focus on using the tools.” When it comes to the software differences Jason confides “there are many positive differences just in terms of user experience, look and feel, types of data that is available and the reporting aspect, but it’s the people that make BrightGauge different and stand out. Even when the team got slammed with work around the holidays, they were upfront about it, setting expectations with me the entire way. It was a breath of fresh air in a world where everyone seems unable to tell the client what’s really going on.” Recommending BrightGauge The effect of changing their Business Intelligence platform showed quickly for the team at PriorityOne, as they were soon able to benefit from the results of leveraging BrightGauge. Jason explains that now he and his team “see everything” from A/R at a glance or even noticing when their engineers are getting too busy… and that visibility also allows them to work on other aspects of their business. Jason minces no words as he explains to the MSP community “If you don’t have a dashboard system you have no idea what you are missing, seriously, because you have no visibility on what you are missing. I recommend BrightGauge over other solutions because of the hands on approach the staff takes, the elegance of the dashboards, the ease of use and manipulation, and the quality of the reports.”
[Case Study] In a time when measurables mean everything to a rapidly-growing business, the team at Origin IT found themselves looking for a more comprehensive data solution. Back in 2013, they were using one dashboard solution in their service area and for all the other areas of their business they were extracting data directly from SQL which was a manual process. While they managed to make the most out of wrangling their data sources, what they were originally looking for at that time were good-looking, external, client-facing reports. Adopting BrightGauge When Origin first launched BrightGauge as their data solution, they had an employee base of about 45 people and kept their focus solely on client reporting for a short time. However, the Executive team at Origin realized that rapid growth opportunities were on the horizon and they needed to assign a team member to focus the majority of their energy on managing data across their entire business. As Head of Services, Matt Treacy, explains he “didn’t have the time or knowledge with SQL” that would drive the type of customization the business was looking for. The team found their solution in hiring an Operations Analyst, Georgia Anderson, for the growing MSP. As Matt explains, the adoption process was a quick one for the large team because they instantly realized how much was possible with BrightGauge, how quickly Georgia could pull it all together, and how their data ended up in a neat presentation using both reports and dashboards. The Results: How 7 Key Business Areas Incorporated Dashboards to Help Drive Their Success In the last 3 years since becoming a BrightGauge customer, Origin IT has grown from 45 people to 125, and Matt tells us that they leveraged their data to support their massive growth because “data drives each department to understand what’s going on in their area”. Plus, the availability of data has opened the floodgates to wanting even more information at their fingertips. While the partnership began with a focus on pulling ConnectWise data for external reports, they now have automated reports and custom dashboards for individuals, teams, the management team and even their board of directors. Finance: Where Origin previously had a custom SQL report with daily financials, there is now a live dashboard to show financials from across the business. Sales: This group keeps an eye on the near future using an automated monthly rolling forecast based on new opportunities and probability of closure. Service: For this team, additional data sources such as the phone system are imported via Dropbox to ensure that reports and dashboards reflect a true 360-degree view of Origin’s business operations. Projects: For Project teams, there are daily updates on the amount being billed, the amount outstanding, and more. Account Managers: In this group, each person has their own personal dashboards that show their sales activity, as well as dashboards for specific clients. Customer Satisfaction: CSAT scores also end up on the big-screen TVs found in nearly every room of Origin’s spacious new office. The Board: When the time comes for Board meetings, dashboards are leveraged again to quickly and easily show the data that used to require a more time consuming process involving SQL and Excel spreadsheets. As Georgia explains, the beauty of creating all of these custom reports and dashboards is the time savings she sees: “once they are created, they are set for good”. Recommending BrightGauge As Matt tells us, “looking back about 8 months ago, when the owner of the business asked us for a report, it would take a week or two to create. Now it’s done by the end of the day or the next morning. Everyone knows they can ask for anything now. Before it was ‘no, can’t do that’. The process is now streamlined and easy.”
[Case Study] Netrix IT runs on Traction EOS and this business model requires a scorecard to be reported on weekly from each department of the company to ensure everyone is on track to meet weekly, quarterly, and year end goals. Although they had an operations strategy in place, they lacked an efficient way to extract the data they needed to help track their team’s progress. Netrix’s Director of Technology, Nick Olerud, needed a solution that would manage the data but also help easily share the data with his entire team for them to know how they were performing. Looking for a Solution Before they became a BrightGauge customer, Netrix knew they had a wealth of information in their Tigerpaw PSA along with their other internal systems that would help them manage their business. The challenge was they were spending a lot of time compiling the necessary reports from various systems. With no centralized data solution in place, Nick was manually pulling data from Tigerpaw and other data sources, then spending up to 4 hours each week creating the team’s scorecard alone - time that he didn’t have to spare, especially when you consider Netrix IT’s rapid pace of growth. Once the team at Netrix had seen BrightGauge in action, they were excited and ready to dive in immediately. Their demo, signup, and deployment took less than 48 hours from start to finish: “Setup time is minimal and the building of gauges and reports is very intuitive.” Using BrightGauge When Netrix signed up as a BrightGauge customer, they immediately began seeing results when it came to making sense of their data. For the management team, leveraging reports and dashboards made it easy to gain critical business insights. But there was also a greater push when it came to the entire team’s performance and accountability. In fact, after deploying BrightGauge Nick could see the results immediately: “within the first week, I could see the team really rally around the dashboard and begin to take pride in the level of service they provide”. the Netrix team and their TAC dashboard Netrix has a very competitive team and the transparency that stems from using the BrightGauge dashboards helps to drive the team’s efforts to the right task at the right time. Displaying Open Service Order [ticket] Counts and SLA numbers (daily and weekly) helps them set the tone for the day and allows them to know when they need to pull in more resources. As Nick describes it, “BrightGauge is really the heartbeat monitor of our Technical Assistance Center. We use it to monitor the response time, workload, and ensure our clients receive the support they expect.” And now when it comes to those weekly scorecard updates, the report is automated and gets delivered to Nick’s inbox every Monday: “The amount of time it saves me while keeping our technical team on task is unmeasurable and completely priceless.” Recommending BrightGauge Businesses don’t run on ‘feel’, instead you need facts and numbers, which BrightGauge brings to the table, explains Nick. He goes on to say “The product is amazing and the people at BrightGauge are top notch. I believe in having a solid relationship with my vendors and clients. I had the opportunity to meet Eric and Larry at the most recent TigerPaw conference and it was a blast to collaborate with them and share success stories.”
[Case Study] Ask anyone who has been in the Service Provider game for a while about reporting capabilities, and without a doubt you’ll hear that most of the PSA vendors don’t provide a lot of flexibility. Yes, there are some standard options available but ‘standard’ options always have limitations. As it is, the Executive team at TUC Managed IT Solutions found themselves frustrated with their lack of choices shortly after the switch from NetSuite to ConnectWise a few years ago, not only because of the reporting limitations but also because the customer portal didn’t offer the visual appeal that TUC prioritizes as an integral part of any business application. Looking for a Solution It was not too long after the switch to ConnectWise that Shann Bosnell, TUC’s VP of Technology, attended IT Nation where he saw a BrightGauge demo by our co-Founders, Brian and Eric Dosal. Shann was in the market for a reporting solution that would offer visual appeal and ease of use, but he also realized that the only time a customer-facing solution would make sense is if his customers could also see the value in the service he provides. After speaking with the Dosals, Shann realized that the platform would solve a number of the issues that TUC was facing. Right then and there, Shann decided that he would utilize BrightGauge to manage the data he needed at his fingertips. After working with the BrightGauge team to ensure a proper setup and that information was being captured from both ConnectWise and LabTech, the TUC team was ready to get started with their new data solution. Building customer relationships through transparency Before BrightGauge, TUC’s reporting options left the team so frustrated that they decided to skip reports all together. After getting started with BrightGauge’s earlier version, the impact was immediately noticed and the results helped to set the stage for what TUC could offer their customers. Shann and his team had the ability to create impactful, actionable reporting that would show customers what work was being performed and the time and effort TUC was saving them. With the launch of BrightGauge’s newest release, 4.0, and customer dashboards, TUC now has the ability for their customers to see specific information that is important to them... in real time. Shann’s team started by offering reporting and dashboarding to one of their main customers; when the feedback proved the customer was blown away with the capabilities the team knew they had a way to solidify all of their business relationships. These days, TUC has 7 people creating reports and each person averages 2-3 hours spent each week producing them. Since reporting is now a priority, TUC hears that their customers are significantly happier based on the transparency they can offer. Whether results are good or bad, customers can easily see which parts of the business relationship are strong and which parts need improvement. As Shann explains, “this helps us be a better company each day.” Recommending BrightGauge “In the end, any tool is only as good as the development being put into it and the support you get, when you need it. BrightGauge is always in development. New benefits are coming monthly from my investment. Every time I’ve had to reach out to support they truly do meet 3 important parts of support I look for. 1 – Quick response. 2 – Empathetic to the situation. 3 – Offer a solution. It is for these reasons that BrightGauge is our chosen partner.”
