Earlier this year Brian (my Co-Founder and our Product Manager) put together a Product manifesto where he laid out the strategy for our company from a product perspective for the next 6, 12, and 18 months. There were a lot of great things shared in the manifesto but one point that really hit home for me was that we ALL needed to use BrightGauge regularly.
I hate to admit this but up until this summer I very rarely used BrightGauge outside of doing demos or talking with customers are conferences. Now in my defense it wasn’t until our most recent release that could pull in more data that isn’t only focused for the industry we support, MSPs. However it’s still no excuse for the CEO of a software company not using BrightGauge on a regular basis. So we changed that and now I’m in BrightGauge every single day.
Adoption Time
I decided that to start I wanted to first understand how long it was taking our customers to adopt the main features of our product. So I worked with Randall, our Customer Success Manager and in house metric guru, on how we could monitor the time. Within an hour of meeting Randall was able to put up on a dashboard the following metrics which I pulled from today:
What this is telling us is that over the last 90 days (we are focused on recent sign ups) they average 3.9 days to connect their data to BrightGauge, 7.5 days to build their first custom gauge, 6.3 days to set up their first dashboard, and 31 days to send out their first report. Therefore in approximately 4 weeks a typical customer will have had an opportunity to use all the major features of BrightGauge.
We’ve been tracking these metrics for the past few months and they seem to have settled into these ranges which helps us determine a baseline for our new implementations.
Adoption Rate
Now that we had an idea of how long it was taking our customers to use each of the features we wanted to understand what was the adoption rate of each of these features. Are customers using ALL features or just a few. This information is incredibly valuable because it allows our team to target those that aren’t using the features to remind them that they are available and find out why they may not be using the feature. The moment we ran the metrics here is where the initial numbers ended up:
These are just two ways that we are using BrightGauge for BrightGauge internally to help make our product better and ensure our customers are having the best experience possible.
