Anyone who has adopted a new software solution knows that there are always questions during those first few weeks. Or sometimes you’re looking for the answers before you agree to sign up. Either way, BrightGauge prides ourselves on making deployments easier than your typical software company! With that in mind, we typically hear some of the same questions from nearly every new customer we work with and we’re always happy to help point you in the right direction. But some of you are DIY’s (Do It Yourself-ers) and you want to fly solo while you tackle the implementation. If solo is your style, here’s the guide to our most popular onboarding questions:
What is included with the Implementation Fee? We have a dedicated onboarding team that is purely focused on ensuring you get BrightGauge set up to the exact way you want to see your data. The implementation includes assistance with setting up the data source (including live online troubleshooting), weekly basic group training, one on one training as needed, any additional data customization you may need, how-to’s, or addressing any trouble you have connecting datasources.
Can you build out my metrics for me? Of course we can! There are two ways to get this tackled:
- Take a look at our default datasets. Many of these will contain much of the same data that you were pulling in previously, just in a different format. If the data is there, then just build a gauge to reflect the data in the way you want to show it. You can also reach out to us on the Data Team to help you build those gauges.
- If the data is not contained in the default datasets, then you can take the SQL queries that you were using before and put them in BrightGauge. On your datasets page, you’ll see a “Create New Dataset” button and that’s where you can paste in your SQL query. If it’s an advanced SQL query, then there may be some issues, but our support forum contains documents that can help you format it or our support desk can help you with it too. Just send an email and we’ll be glad to assist.
Do you do one-on-one onboarding training? Yes we do! However, we find it best to go through the basic group training before a one on one. The basic group training will start with a video class (small group webinar) and address the BrightGauge overview or 101 version. Then during on the One on One training we can dive into the specifics of your account and go over any customization needs specific to your company.
Why is data inaccurate once I did my first full sync? When logging into BrightGauge for the first time, the data will likely appear inaccurate or higher than what you’re expecting to see. This is very common as all of our default gauges are built with base filters in place. The reason we do this is because everyone has a different set-up and if we were to account for anything specific, what may work for you will likely result in discrepancies for another. A big portion of the training is dedicated to showing you how to add these filters that are specific to your company. Once the gauges have been customized with filters, the data should match what you are expecting to see! If not, definitely reach out to our support team.
How can I set up my Clients to get reports? - The process starts with creating Client Mappings within BrightGauge under the “Clients” tab. Client Mapping is a process in which you match your client’s names across all of your datasources in BrightGauge; for example, you may have a client labeled as Smith and Sons Transportation in your RMM, but in your PSA they may be labeled as Smith & Son Transportation. Mappings ensure that your reports are filtered for the correct client everytime, across all datasources. Apart from confirming the client names, when creating the mappings you also create your Client Recipients; these are the email addresses that will receive any report sent to each particular customer. For a more detailed outline of Client Reporting, feel free to refer to this short video.
If someone new joins my team who will be in charge of BrightGauge, how do we get them up to speed? In this case, a new employee will start at the beginning of the training process just as any new account would go through. We understand teams grow and change, so our goal is to get new users up and running and comfortable with managing on their own.
What happens if I have questions after my onboarding is complete? Questions are always welcome, no matter how long you’ve been a BrightGauge user! Our Support team is ready to answer any inquiries, and you can reach them at support [at] brightgauge [dot] com.
Are you ready to get up and running now? If so, make sure you send us a photo of your accomplishments - we love to share under #BGSdashboard on Twitter.
Free MSA Template
Whether you’re planning your first managed services agreement, or you’re ready to overhaul your existing version, we've got you covered!
