If you’ve just become a BrightGauge customer, you’ve probably got lots of questions, and we’re here to help every step of the way! One thing most users want to know right off the bat is how they can ...
If you’ve just become a BrightGauge customer, you’ve probably got lots of questions, and we’re here to help every step of the way! One thing most users want to know right off the bat is how they can access their default ConnectWise gauges, dashboards, and reports. With ConnectWise and every datasource we offer, we take the time to figure out what metrics and KPIs would matter most to our users and we pre-build any gauges, dashboards, and reports possible so that you can start monitoring your data immediately. It’s our mission to help you run a better business by having data-driven insights, but if you can’t get to that data, then what good is it to you? So, anytime you add a new datasource to your account, you’re going to get access to whatever defaults come with that integration. It happens automatically, and we’ll tell you how to (easily) find what you need. We highly recommend that each time you add a new datasource, you take the time to go through all of the defaults available so you don't end up recreating something that already exists. Pre-built gauges Your default gauges are going to be really easy to get to. From your BrightGauge overview page, click on GAUGES on the top left. On the next screen, you’re going to find a list of all the gauges available in your account. If you just signed up for BrightGauge and you are only connected to one datasource, like ConnectWise Manage, then all of the gauges listed will be your default ConnectWise Manage ones. But, if you’ve been a BrightGauge user for some time and have built your own gauges, or if you connect to several datasources, there’s an easy way to sort for your defaults. On the left side of the screen, click the arrow in the Datasource field to access the drop-down menu and then find the datasource you’re interested in, like ConnectWise Manage. Once you’ve made your selection, you’ll see a whole list of gauges that pertain to that specific datasource. If it says ‘BrightGauge Admin’ in the ‘Last Modified By’ column, then you’ve got yourself a default. Pre-built dashboards From your BrightGauge overview screen, click on DASHBOARDS, either in the top nav or the card on the page. Again, if you’ve just signed up for BrightGauge and you’ve only integrated with ConnectWise, then all the dashboards listed will be your defaults. But, if you’ve built your own dashboards or have multiple datasources connected, you can usually tell which ones are default dashboards because we tend to tag them as ‘BGS - Dashboard Name’. Pro tip: got some dashboards you frequent more than others? Save it as a ‘Favorite’ so you can come back to it faster. Pre-built reports From your BrightGauge overview screen, select REPORTS either from the top nav or the card on the page. Click on Templates on the left-side of the page and you’ll see a list of all the reports you have saved. Anything that says ‘BrightGauge Admin’ in the ‘Created By’ column means that it’s a default report. Can I modify my defaults? Yes, of course! These defaults are just meant to get you up and running immediately, but you can absolutely filter them for the exact information you need. For everything you need to know about filters, read this. And, there’s always the option to build your own gauges, dashboards, and reports. It’s fun :) Data management can seriously change the way you run your business The time that you’re going to save and the insights that you’re going to gain by having this data at your fingertips can change your day-to-day drastically. You’re going to have a lot more time to focus on revenue-generating tasks and you’re going to have real numbers and trends that will help you make sharper business decisions. Use these defaults to help you get started, since it requires no set up on your end. Once you’ve got an idea of the data you’re tracking and what could be more useful to you, then you can make the necessary changes to suit your needs. Happy data-viewing! And remember, if you need help along the way, always feel free to drop us a line.
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Announcing the latest datasources to join our growing list of integrations: Kaseya VSA Cloud! This is currently available for you to connect with and start pulling data from. Kaseya VSA Cloud is a remote monitoring management (RMM) solution that allows you to manage your endpoints and your infrastructure simultaneously. For MSPs, it’s a really efficient way to get a handle on client’s devices. When you integrate BrightGauge + Kaseya VSA Cloud, you’ll get a bird’s eye view of your machine statistics, server statuses, and more. You may know that we already offer Kaseya VSA on-premises, and now we’re happy to support Kaseya SaaS customers as well. How to connect to Kaseya VSA Cloud This is really simple to do. Just head to your BrightGauge overview page and click on DATA to get the dropdown menu, then select Datasources. Find Kaseya VSA Cloud and follow the prompts to get connected. If you’re looking for more help, check out our Kaseya VSA Cloud documentation. If you’re new to BrightGauge and would like a live one-on-one demo, please contact our sales team today. What do I get out of the box? Like any of our integrations, we want you to start viewing your data immediately, so we’ve pre-built some gauges, dashboards, and reports to get you started. Please note that we are adding to this list and more defaults will soon become available. Currently, with Kaseya VSA Cloud you’re going to get 11 gauges and 1 dashboard to get you started. Stay tuned for more to come. Gauges Your default Kaseya VSA Cloud gauges include: Server Disk Space Used, Server Disk Utilization by Drive, Server Disk Utilization by Machine, Server Inventory, Server Operating System, Servers, Servers Offline, Workstation Disk Space Used, Workstation Operating System, Workstation Warranty Expiration Year, and Workstations. Dashboard Your default Kaseya VSA Cloud dashboard is going to provide a bird’s eye view of the important machine data you’re monitoring, putting it all on a single pane of glass that makes it easy to see what’s going on at any given moment in time. If at any time you have questions about your Kaseya VSA Cloud integration, submit a support ticket or contact us and we’ll be glad to help you out.
Customer is king. It’s a philosophy we strongly believe in, and for good reason. Everything we do is for our customers. We want to make sure they are getting real value out of our product and feel like they have a strong support system backing them up. At the end of the day, unhappy customers won’t be advocates for your product or service and they won’t stick around for the long-run, which is no bueno for business. That’s why we are constantly monitoring customer satisfaction and why we recommend it as a smart business practice for all MSPs. What CSAT scores mean Customer Satisfaction is a measure of the degree to which a product or service meets the customer’s expectations. CSAT scores tell a company a lot about how they are doing. These numbers provide insight into operational efficiency, customer’s concerns, and strengths. Peter Drucker famously said, “What gets measured gets managed”, a quote that most definitely applies to customer satisfaction. If you’re not checking in with your customers to get feedback, how can you ever improve upon your offerings? Your customers are the people who are using your product or service day in and day out. They are rightfully going to be critical of what you offer because their assessment will be based on how helpful or not your product or service was to them. Most likely, your organization’s mission is to help your customer in some way, and a CSAT score is a very telling way to figure out if you’re doing that. Where CSAT scores are useful At first thought, it seems that CSAT scores are solely reserved for the service industry. If you’ve dined out recently, you may have noticed a quick on-screen survey at the end of your purchase. It could even be a prompt to choose between 3 smiley faces: This is a CSAT prompt that allows customers to leave a really quick review about the service they were just provided. Of course, this can apply to your service desk also. After closing a support ticket, a user may be cued to review their experience in order to provide your techs with insight. It’s really important to track CSAT at this level. Oftentimes, your support techs will be the first line of communication with customers, so it’s critical to keep this team in check. Not only do you need to ensure they are acting friendly and professionally, but you need to know whether their responses are adequate enough. Is the customer satisfied? Is the customer’s concern being addressed with the least amount of friction possible? Is your customer given advice about how to troubleshoot an issue like this in the future? Paying close attention to CSAT scores in this department will just make your support team that much stronger over time. And trust us, customers notice an all-star support team. When you’ve got an all-star team, people start talking, and word-of-mouth can become your best friend. But CSAT doesn’t have to live and die with your support or service team. CSAT can relate to how a customer feels about your actual product. Surveys related to your product can help you understand and prioritize what needs to be upgraded and improved upon, or what features are missing from your stack. Feedback from CSAT surveys can also shed light on the user’s experience: is your product easy to use and navigate? Is there a learning curve or onboarding period? Do the benefits of the product outweigh the cost? It may seem like such a simple, black and white score (i.e., positive or negative), but if you dig deep into your CSAT reactions, you can uncover pretty powerful insights that can push you towards success. BrightGauge and CSAT scores BrightGauge currently integrates with Customer Thermometer, CrewHu, and SmileBack, 3 tools that help you gather CSAT reactions. By connecting to any of these tools, a BrightGauge dashboard will aggregate your CSAT metrics and display it in a single pane of glass. You might look at CSAT scores for the last 30 days for your entire company. Or, you might break down the scores per technician to determine whether any of your employees might benefit from additional training. You can have a gauge that totals all of your positive reactions or averages your CSAT scores across the board. You can even set gauge thresholds to change color and ring an alarm when your scores fall below a specified point, so that you can take immediate action to course correct. Having a CSAT dashboard on display for all employees to see is a really motivating way to get your team members focused and to make every effort to put customers first. 4 main benefits to tracking CSAT In sum, CSAT scores can speak volumes about your product, service, and team. As an MSP, you’re definitely going to want to keep a pulse on CSAT at all times because it’s only going to benefit you in the end. Perks of monitoring CSAT include: Turning customers into loyal clients. Deciphering what helps your customers feel satisfied means you can reduce churn, which is huge for any MSP. Figuring out which customers are a perfect match. Not every customer is going to be the right customer for you, and through CSAT, you can identify those that are a match and those who are going to be too noisy. Identifying areas that need improvement. Feedback from CSAT surveys will tell you what you’re doing right, what you could be doing better, and what new features you need to offer. Gaining promoters of your brand. Satisfied customers will let their friends, peers, colleagues, social followers, etc. know and word-of-mouth is awesome for any MSP! Want to start gathering CSAT reactions but aren’t sure where to start? Download our free whitepaper Customer Satisfaction Surveys That Work.
We’re all getting busier and busier and it’s hard to keep up with ourselves, let alone everything going on around us. Sometimes, it helps to stop and evaluate what you’re doing to make sure your approach is as effective and productive as possible. Today, we’re sharing quick dashboard tips so that you’re not only getting the most out of your data, but you’re inspiring your team members (and yourself) to take action. 3 things you can do right now to make your BrightGauge dashboards work for you Business intelligence dashboards are awesome because they save you a lot of time. Instead of toggling between a bunch of windows or logging in and out of accounts to get all the metrics you’re interested in, you can just see all your data in one place. This should make your work day calmer and simpler (two ideas we’re very into). BrightGauge integrates with a lot of popular tools on the market - like ConnectWise Manage, Webroot, Datto, Salesforce, QuickBooks, Smileback, and more - in the hopes that data insights will help you make better business decisions. But if you’re not fine-tuning your data, you’re going to end up with analysis paralysis instead of data insights. Information overload. Too much data, too little time. You get the drift. To avoid that, you can take 3 really simple steps to ensure that you’ll get what you need out of BrightGauge dashboards: 1. Keep your dashboards clean. What we mean by that is to remove the mess, remove the clutter. Don’t try to cram every gauge you care about into one single dashboard because it will quickly lose its effectiveness. Ideally, you’ll be able to view your whole dashboard without having to scroll down or adjust your screen. If you overcrowd it, you run the risk of becoming overwhelmed by too much information, which will prevent you from digesting the important data you’re looking for. Remember that you can drag your gauges to change the size and get your dashboard to a point that feels nice and calm for you. A calm dashboard = a higher chance of taking action based on the metrics you see, since there’s less of a chance that anything will fall through the cracks. 2. Take advantage of thresholds. If you’re monitoring time-sensitive data, like number of servers offline, you’ll definitely want to be alerted to that info sooner rather than later. That is literally what gauge thresholds do. You set them up based on your preferences and what you consider to be a warning sign, so your safe zone is completely determined by you. When you have a gauge with a threshold up on a dashboard, it will change colors and audibly ding based on the parameters you’ve set. You can even set multiple thresholds for one gauge. For example, the number can turn purple if you reach 1 server offline (i.e., something is off); yellow if you reach 2 servers offline (i.e., it’s not looking good); and red when 3 servers are offline (i.e., this is really bad and immediate action needs to be taken to prevent further issues). Say you’ve got a TV displaying your BrightGauge dashboard in a room full of busy techs. The second your threshold alarm dings, everyone is made aware of an issue and can immediately react quickly and effectively. Read more about thresholds here. 3. Use leaderboards to encourage healthy competition. Leaderboards are quite possibly the most motivating gauge on a dashboard in terms of inspiring your team members to take action. Leaderboards essentially rank employees based on their performance, whether you’re monitoring the number of tickets they’re closing, the number of dials they’re making, number of hours worked, etc. You can set up the leaderboard with the parameters that fit your preference and you can assign badges (or icons) to pop up next to each ranking. When you put this leaderboard up on a dashboard, it becomes visible to everybody. And who doesn’t love seeing their name in the #1 spot? Your team members are going to work hard to see if they can earn that coveted spot. Add a little more incentive by promising a reward to the top performer. An extra PTO day perhaps? Always be improving The more you dive into your data and use tools to assist you, the better you’ll get at knowing exactly what works for you. Little tweaks here or there can pay off in a big way by saving you even more time, getting you to your data even quicker, and motivating your employees to stay focused and productive. We encourage you to evaluate and clean up your use of gauges, dashboards, and reports a few times a year so you can squeeze all the juice out of your BrightGauge, so to speak. To get even more tips, watch our free webinar, Dashboard Best Practices.
Announcing the newest datasource to be added to our roster: ServiceNow! If you’re interested in connecting to this integration, it is now available for you to pull data from. ServiceNow is an IT Services Management (ITSM) tool that makes it easier to complete routine tasks and projects. Their mission is to make work, work better for everybody. When you integrate BrightGauge and ServiceNow, you’ll get a real-time view of project tasks, status, problems, hours, and more. Having to worry less about your workflows means you can spend more time focusing on revenue-generating tasks. How to connect to ServiceNow Like any of the integrations we offer, we try to make it as simple as possible for you to connect. ServiceNow is no different. Head to your BrightGauge overview page and click on DATA to get the dropdown menu, then select Datasources. Find ServiceNow, follow the prompts to enter your credentials, and you should be good to go. If you need more help, read our ServiceNow support doc. If you’re not a current BrightGauge user, request a live one-on-one demo to learn more. What do I get out of the box? Our mission at BrightGauge is to simplify the way you manage your data and that starts with making sure you can get started on day one. Before we release any integration into the wild, we want to make sure you’re set up with pre-built gauges, dashboards, and reports that align with some KPIs you’d care about. With ServiceNow, you’re going to get 17 default gauges, 1 dashboard, and 1 report to kick things off and you’ll have access to all of that as soon as you connect to the datasource. Gauges ServiceNow gauges are going to focus on project-related metrics like Currently Open Catalog Requests by Approval, Hours Worked by Company, Open Tasks by Priority, Problems Closed, Tasks Opened, Tasks Met SLA, and Total Hours Worked. Dashboard You’re going to get one ServiceNow dashboard that gives you a bird’s eye view of your project stats. This dashboard will display data like your tasks that have met their SLA, your tasks broken down by priority, hours worked by company, and tasks opened versus closed. Report You’ll also find one ServiceNow report in your account, which compiles your stats for the Current Month and Last 30 Days. Clients love receiving consistent reports like this because that level of transparency breeds a solid relationship based on trust. Goals We encourage you to take advantage of our Goals feature to get the most out of your ServiceNow integration. You can use it to assign your techs individual goals - like a certain Kill Rate % or a target number of tasks that have met their SLA - and track their progress on meeting their goals each and every week. It’s a really effective way to drive accountability and motivate your team day in and day out. If at any time you have questions about your ServiceNow integration, submit a support ticket or contact us and we’ll be glad to help you out.
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Our team is growing! BrightGauge is currently seeking a Customer Support Specialist to join one of our largest teams - our Support Team. At BrightGauge, we make an awesome Software as a Service (SaaS) product that helps customers grow their business by understanding their data, through dashboards, reports, and goals. You can also describe our product as a business intelligence platform that focuses on the global IT Service Provider and Managed Service Provider (MSP) industry. Something you should know about us is that we absolutely love our customers, they are the lifeblood of our business. Our Support Specialists are tasked with making sure our users have the best possible experience with our product. We don't take this lightly! Have you ever had a really bad customer service encounter and felt like you would have done things differently if the roles were reversed? If you care about giving customers a personalized and valuable support experience, then you might want to keep reading. A little about us: we care a whole lot about making a product that will help people. But, we're not the type of company to dictate a buttoned-up dress code, throw around busy work, or put up with overbearing personalities. We are the type of company where you’ll have hands-on access to the whole team – including the folks who manage our marketing, sales, software development, data customization, customer success, and everything in between. You’ll not only play your specific part on our team but we’ll also expect you to contribute to anything that can be improved. No egos here, we’re all learners and hard workers. We also pride ourselves on being a very close-knit team and we do actually hang out with one another, whether it's at our weekly happy hours, team workouts, wine tastings, football games, or company BBQs. We love to let loose just as much as we love building our incredible product. A little about you: As a Customer Support Specialist at BrightGauge, here's some of what you will accomplish: You’ll be in constant contact with our customers from all over the world assisting them with their support requests and inquiries You’ll work with our incredibly smart development team to understand what features are being released so you can properly support our customers You’ll be directly involved in the onboarding of new customers, working side by side with our Success Team to ensure a great experience You’ll join a passionate team that is focused on two things: #1 building an awesome product and #2 building a great place to work every day This should be a list of things that describe you: You’re a kind, upbeat person who likes working with a team and can show that personality to our customers, even from behind a computer You’re a problem solver who can tackle anything thrown their way You're agile and experimental, bringing new ideas to the team and moving at a fast pace to hit goals You have at least 1 - 2 years experience in customer service and/or providing direct customer support You have basic knowledge of MS-SQL and mySQL databases You feel comfortable writing and can clearly articulate responses to customer inquiries, as this will be your primary communication method You’re comfortable using customer support software like Zendesk to communicate with customers and properly track requests. You’ve read about Our Team and our Founders Brian & Eric Here’s what we can offer: A beautiful office in the heart of downtown Coral Gables Competitive salary based on experience with full benefits / 401K / etc A strong support system of passionate co-workers who are driven to succeed Tremendous opportunity to expand your role and grow with the company A one-of-a-kind office environment and culture Are you ready to join our team and help take our company to the next level?
We’re excited to welcome Alanna Torre to the team as a Sales Development Representative! Join us in learning more about the newest member of our growing BrightGauge family… In the beginning No surprise here - like most of her fellow BrightGaugers, Alanna is lucky enough to call South Florida her hometown (represent!). She grew up in Weston, to be exact, which is a city that sits on the edge of the Everglades. After high school, Alanna wanted to try seasons out for a change, so she headed to Boston to attend Brandeis University. While there, she received a Bachelor’s Degree in Business with a minor in Economics. She was also a member of the Women’s Varsity Soccer team for all four years and served as the team’s captain during her senior year. Out of college, Alanna began her career as a Client Services Specialist for a boutique wealth management firm in Newton, Massachusetts, but soon realized she’d had enough of winters and flocked back down to Miami. Here, she joined Canon at the University of Miami for almost 4 years. At Canon, Alanna was tasked with flipping a fleet of about 2,500 assets across all campuses and to do so, she built out customized dashboards to help her find the right optimization opportunities. Out of that experience, a true love for dashboards and data was born. Joining BrightGauge Alanna’s good friend and fellow BGSer Allison would often talk about her job at BrightGauge with a lot of passion for the company and the culture. When Allison alerted Alanna to an open opportunity, it seemed like the exact environment that Alanna was looking for. That coupled with her love of data and building dashboards made her eager to join the team. Luckily, the feeling was mutual and the rest, as they say, is history. Alanna says, “I’m most excited about learning the software, the various integrations, and how different companies utilize BrightGauge. I know that being on the sales side of things will definitely help me to better understand customer needs. And, the sales team is pretty awesome!” We have to agree with that. Out of office When Alanna wraps it up for the day, you can probably find her enjoying the outdoors, which we’re fortunate to do year-round down in Miami. She loves biking and rollerblading, going to concerts, and supporting her favorite teams, the Miami Heat and the Dolphins. Alanna is also a big music junkie. Scroll through her playlist and you’ll discover new hip-hop and R&B artists. And, this one’s meme game is strong - she’ll hit you with some of the rarest tier-3 memes on the web, so watch out!
So, you recently became a BrightGauge user? Awesome! Welcome aboard. You might be wondering what to expect as a new customer, so we’ll give you a quick overview. If you’ve got questions at any time, you should know that you can reach out to our support team for help. We’ve got you covered. Your first 90 days BrightGauge was designed to simplify your daily tasks and give you a strong grasp on your data. To help get you started, we’ve developed a guided training that takes you through your first 90 days as a customer. When you first signed up, you should have received an email with the credentials to access your account. Hopefully you signed in and started taking a look around. Once in your account, you’ll notice a column on the right with a checklist and helpful links. This is your go-to area for next steps and more. Here, you’ll find a 90-day checklist that you can use as your guideline for success. These support documents will show you how to connect your datasources, build gauges, put your dashboards on display, schedule reports to go out automatically, and improve with goals. Our Knowledge Base is a resource to help you get the most out of BrightGauge. A ‘Go-Live Checklist’ is also available off the app, within our support page. Think of our Success Team as an extension of yours We understand you may need some help navigating BrightGauge, and that’s where our Success Team comes in. During your first 90 days with us, hopefully you’ve learned the basics and started bringing in others to use BrightGauge, both viewers and admins, with you. Once you’ve progressed, we recommend you get on a one-on-one call with a member of our success team for further tips and tricks. This training call is free to each team using BrightGauge, and gives you the opportunity to dig deeper into your data and ask any questions you may have. This is an opportunity to learn much more about the ins and outs of BrightGauge. Current users have told us it’s been one of their favorite and most valuable uses of time. Manage your expectations Some of our customers have asked us how app-knowledgeable they should expect to be within their first 3 months as a user. While everyone’s motivation, pace, and learning curve may vary, we do want you to quickly see the value in BrightGauge and to benefit from the data insights you will gain, so here’s a timeline you can try to stick to: Within one week: Log into BrightGauge Connect your datasource(s) Watch our introductory webinar Assign Admin, Viewer, and Analyst roles Take advantage of the pre-built gauges, dashboards, and reports that are automatically included with your datasource(s) Within one month: Subscribe to our blog for best practices, customer stories, new feature alerts, and more Explore our Knowledge Base and Resources to help you troubleshoot any issues Build out your own custom gauges Send internal reports to your team members Open a support ticket Within 3 months: Complete your one-on-one call Sign up for a Data-Driven Workshop to get even more advanced training Set up client reports to go out automatically Assign goals to your team members and have them check in on a weekly basis Give us feedback Our priority is to help you find success. Whether we do it through the support we provide or by improving BrightGauge, we really want to help you make better business decisions through the power of data. To do that, we rely on your feedback. Tell us what you like, what you don’t like, what you think could be better, what your dream feature would be, etc. We love hearing it all. We hope you’ll get a lot out of BrightGauge, so make the most of these first 90 days to really soak it all in and come to us with any help you need. Again, if you need anything, we’re just a message away. Thanks for being our customer!!
A lot of our ideas for updated or new features come from talking to our customers who are using our software on a regular basis and know what could make data visualization even simpler. That’s how our idea for data warehousing lite came to us, which we are happy to introduce to you as Snapshots. Snapshots are a powerful way to automatically create historical data, so you can start identifying trends over time that ultimately lead to better business decisions. So, what are Snapshots? Some of our customers tell us that they get pretty frustrated with their PSA, RMM, or other tools because they don’t take daily timestamps of some data, which makes it impossible to retrieve certain KPIs. That might sound confusing, but here’s an example. Let’s say you use ConnectWise Manage to track your tickets. While certainly a great tool, it doesn’t store your end-of-day ticket count, so you can’t go in and see how your backlog is trending over time. Enter Snapshots. Think of it as data warehousing lite. Snapshots will store the data that your PSA or RMM won’t. And it’ll capture that data automatically. Store end-of-day ticket count, sales pipeline, number of hours per endpoint, employee count, tickets per endpoint - there are so many opportunities here. Once set, you can pretty much forget about it for a while. A week, month, or year down the line, though, you’re going to look at that Snapshot gauge and have meaningful data insights that will impact the business decisions you make. How do I set it up? This part is super easy. Go to any of your Number gauges, and click on the Snapshot icon (looks like a camera) on the top right of your gauge. Just like that, you’ll have converted your Number gauge into a Snapshot gauge. Or, build a gauge from scratch and make sure to select Snapshot when you’re ready to choose a gauge type. By default, the gauge is set to a Table gauge, but you can easily change this by clicking on the Snapshot gauge type icon (the camera). Of course, you won’t see any data from the onset, as you need to give this gauge time to capture the data you’re looking for, based on the schedule you’ve set. To set a schedule, you’re going to go to your Snapshot gauge, click the Design module on the left, click on Schedule, choose Daily, Weekly, or Monthly, and set a time preference. Now sit back and relax. The rest is in our hands. Snapshots will automatically be captured behind-the-scenes. For detailed instructions on how to set up your Snapshots, check out our knowledge base doc. I want to do this! Can I get access to Snapshots? The Snapshots feature is available to our Enterprise Plan users only and allows for up to 25 Snapshot gauges. If that’s you, you can start creating Snapshots today. Try it out! If you want to talk to one of us about upgrading, contact us today and we’ll get you started.
You know what makes employees feel really good? Feeling a true sense of ownership in their role. When employees have a real, actual stake in what they’re doing - versus going through the motions based on what someone’s telling them to do - it motivates them to work harder and do what they can to hit their goals. Business leaders sometimes feel challenged with giving their team members more ownership because projects and responsibilities naturally change as seniority does. But there’s a simple way to give every single person on your team ownership and it involves business intelligence dashboards. What BrightGauge dashboards do Business intelligence solutions like BrightGauge aim to help business managers make sense of their data. Dashboards put all your important KPIs in a single pane of glass, giving you a 10,000 foot view of what’s going on with your business at any given time. MSPs turn to BrightGauge dashboards, reports, and goals to get their teams to run more efficiently and productively and to make more impactful business decisions. Maybe the NOC/Operations center within your organization uses ConnectWise Automate to see machine statistics. BrightGauge complements ConnectWise by putting the metrics you monitor most often side-by-side into a seamless dashboard. With that kind of visibility, you can prevent anything from falling through the cracks. Additionally, with BrightGauge you can create powerful, automated ConnectWise reports in just a few minutes so you can easily show your clients how you’re stacking up against your SLAs. Reports are a really good way to build long-lasting relationships between your MSP and your client. How each team member can own a BrightGauge dashboard A lot of our users tell us that they really care about fostering a company culture where employees want to stick around for the long term. We feel that way, too. Company culture is a priority to us and to our peers because we’re people people. Especially when working in a service industry like ours, it’s kind of a necessity to build a history with clients and know that history in an effort to provide better service. Retaining employees for a long while just makes that history even stronger. Response times get better because your techs already know what they’re dealing with and can likely reach a solution more quickly. So, efforts need to be made on a constant basis to make sure employees feel like they have a safe and healthy place to turn to each workday. This can come in the form of performance bonuses and raises, company outings, promotions, flexible work hours, employee stock options, etc. You know what makes your employees happy. But you’ve also got to make sure that you’re meeting your team members need to feel ownership. Using that NOC/Operations center as an example, here’s a really simple way to assign each of your techs a ConnectWise Automate-specific dashboard that he or she can own completely. (By the way, this is just one example. Get creative here. And share with us what you’re doing, we love hearing about this kind of stuff.) Let’s say you have 5 techs on your team with a total of 25 clients to manage. Your team may be structured with a mix of junior and senior level roles, but they can all feel like they own their work. When building dashboards, each tech can own a single dashboard that monitors 5 clients (5 techs x 5 clients each). Depending on the ConnectWise Automate metrics you watch out for most, each dashboard can consist of gauges like: - Client Health Check - Drives With >90% Usage - Failed Remote Monitors - Machine Patch Status - Machines With Expiring Warranty - Overall Server Health % - Server Statuses - Workstations Offline By utilizing performance thresholds within the gauges, each dashboard owner can immediately jump into action if they are alerted to a client experiencing an issue, like being disconnected from a server. Putting this kind of responsibility in the hands of each technician speaks volumes. It says that they are trustworthy, skillful, and dependable enough to handle the job. And being valued in that way would make anyone proud to be part of their team. Setting up each tech’s dashboard It might seem like what we’re recommending here is too nuanced and time-consuming to set up, but it’s really not. If you take advantage of gauge and dashboard filters, individual tech dashboards won’t require a huge time commitment at all. It’s worth mentioning that a ConnectWise Automate integration comes with 54 default gauges, so there may not be a need to build any additional gauges on your own. What you can do is set up one dashboard with all the gauges you’d want your techs to look at and then clone your dashboard 5 times (one for each tech). Next, you’d want to select Add A Filter from the top right of your dashboard, which will bring up this screen: Name each dashboard for the tech that would be owning it (Rob’s Dashboard, Kim’s Dashboard, etc.) and choose to filter each dashboard by clients. Here, you’d select the 5 clients assigned to Rob. In Kim’s dashboard, you’d filter by the 5 clients assigned to her. And so on and so forth. Every relevant gauge on each dashboard will be filtered by what you selected (so all of Rob’s gauges will be filtered for his 5 assigned clients). It’s that simple. Once set up, the NOC/Operations team lead can visit the NOC Techs Dashboard and filter by each individual tech to see what’s going on at any given time. For more details on how to create technician dashboards, please visit our Knowledge Base. To sum up By granting ownership over a piece of the business (in the form of dashboards), your techs will feel like they are an integral part of your team and your clients will also benefit from knowing they have a dedicated technician looking over their systems. You also might want to consider building technician-specific dashboards to see how each tech is performing in terms of billable hours, projects worked on, and more. These tech-specific dashboards can make 1:1’s a lot more productive and efficient. Like we said before, we love hearing how you’re using your BrightGauge, so feel free to drop us a line and tell us what’s working for you. If you’re curious about how BrightGauge and ConnectWise can simplify your day-to-day operations, check out our free whitepaper, How BrightGauge and ConnectWise Partner to Make Sense of Your Data.
It’s pretty hard to keep a group of employees motivated and focused day in and day out, especially in this day and age. With so many shiny distractions surrounding us at all times, it’s easy to lose sight of the task at hand. While you can’t be on top of your team all day - and realistically, we all need a short break from time to time - there are tactics you can employ to wrangle their attention back to what matters. One such tactic is to make it a point to consistently send custom weekly reports to your team. Having important metrics at their fingertips will remind employees of their goals and targets and will keep them all walking on the same path. Reports are a powerful way to drive productivity and they take almost no time to set up within BrightGauge, so the payoff is big. Why send weekly reports? In a word, transparency. We believe that transparency is essential for success, whether it be with your employees or your clients. Disclosing the ins and outs of your business by sending reports will cause your team members to feel like they’re stakeholders in your company and will create a strong sense of purpose around the work they do. The truth is, everything trickles down from the top, so what your leadership preaches, your team will practice. Weekly reports put transparency into practice at all times. When all employees have visibility into the hard data that drive your operations, it’s empowering. They’ll get clarity into where things stand: are there areas where the business is excelling? What could use improvement? Are we meeting the numbers that’ll keep us on track with our KPIs? What’s our projected revenue looking like? Having answers to these questions (and so many more) leaves no room for speculation. Just think about the power in that. Speculation can lead to gossiping or rumors or feelings of uncertainty about one’s performance and position… in other words, speculating is super distracting. Those weekly reports will refocus team members and motivate them to work hard on being successful (a much more valuable use of time). What should I include in weekly reports? This is going to vary from team to team, but you want to include metrics that are relevant to each team member’s role. We should note that each team lead should make an effort to generate these for their direct reports. For instance, if you’re the service team lead, your weekly report should probably focus on the previous week’s ticket stats. You might include data like: service team leaderboard (which looks at how each individual’s performance stacked up against the rest of the team), tickets opened, tickets closed, average response time, and customer satisfaction scores. If you head up the sales team, weekly reports might include: opportunities won, deals closed, sales pipeline, dials made, and monthly recurring revenue. Regardless of team, it’s also a good idea to include some general company metrics that all employees could benefit from seeing, such as revenue to date, progress on goals, total number of clients, etc. Pro tip: make sure these reports are impactful, but easy to digest. They’re meant to refocus your employees, but you don’t want to take too much time away from their to-do lists. They should be able to analyze these reports in just a few minutes, while still coming away with important insights. When should I send weekly reports to my team? We should point out that we’re recommending weekly reports, but if you feel it’s better to send them on a daily or monthly basis, that’s cool! Trust your judgment. In any case, we generally like sending reports at the same time each time because it creates a sort of routine. If you send your reports every Monday at 8AM, your team will come to expect that report in their inbox and it can set the tone for the remainder of the week. How do I create these weekly reports? A lot of decision makers and business managers are apprehensive about reports because they take way too much time to generate. That’s only true if you’re using Excel or doing everything manually. But if you use a business intelligence tool like BrightGauge, you can create really powerful reports in just a few minutes. Once you set up your report the first time, you can save it as a template and schedule it to automatically send out to the recipients you want on the date and time you choose. Here’s how it’s done: Step 1: Create a new report Step 2: Select ‘For My Company’ Step 3: Choose to start from scratch or from a template (templates will depend on what datasources you have connected); both are so easy! Step 4: Populate your report with text/image modules, gauges, a title, descriptive context, etc. You can even choose landscape or portrait orientation, whatever you prefer! Step 5: Since you plan on sending this report every week, make sure to save it as a template (this way, you can avoid steps 1-4 in the future)! Step 6: Review your email and set the schedule (recipients can’t see who else is copied on the email, so don’t worry about that) Step 7: Send Report (and smile) The struggle is eliminated on your end. It’ll take you 5 minutes to create these reports instead of 10 hours. And the alignment, motivation, and productivity you get in return is priceless! Want more guidance on choosing the right metrics to share with your team? Download our free white paper, Internal Metrics That Matter.