Even though BrightGauge can be easy to use, data is a complicated matter, so we know there will be times when you need a helping hand. Our Support Team’s got your back. Support is at the very core of what we do because our founders come from an IT Support background and they know how important it is to have a solid structure in place. In fact, it’s not all that uncommon for Brian, our CEO, to spend time in Support, responding to tickets himself. We’ve got a lot of resources to help you when you’re in a bind, but we’ve rounded up our top Support FAQs to make things a bit easier. Top 14 BrightGauge Support questions Is BGS GDPR compliant? Yes. We’ve adhered to the compliance regulations set forth by the EU as of May 25th. Read more about our GDPR update here and by visiting our security page. Why am I receiving a "No Access" error after logging in? This error can occur in two cases: You have tried logging into the wrong subdomain You have logged in directly to a dashboard that you don’t have access to within your account To address both scenarios, please ensure you log in directly to your company’s subdomain: “https://yourcompany.brightgauge.co” Why is my statement missing from the billing portal? A statement may sometimes not generate within the billing portal if the payment was submitted late. In these cases, the payment will be reflected in the next statement cycle. But, if you need a copy before then, just reach out to our Support Team and we’ll send one over. How often do gauges sync? When a gauge is placed on a dashboard, that sets off the dashboard sync frequency for the dataset that the gauge is built from. This will continue as long as that dashboard is up and active in a web browser. A dataset’s dashboard sync frequency can be viewed under the Dataset settings page, or by clicking the “vertical ellipsis” icon on the top left hand corner of any gauge up on a dashboard and selecting “Gauge Info”. Gauges will also sync automatically when placed on a scheduled report. 1 HOUR prior to the report being generated, the datasets powering those gauges will be synced. If you want to do an off schedule sync, you can go to the Dataset settings page, click on the dataset, and hit “Sync”. Read our Dataset Syncing doc for more info. Why is my gauge showing incorrect data even though my datasets are syncing correctly? This is the most common question we receive via our Support Desk! The vast majority of the time, these data discrepancies are due to missing filters or incorrect filters being applied. BrightGauge pulls in raw information from your database and must be filtered down to represent the exact metrics you are looking for. For example: with PSA integrations, all boards/queues are pulled into BrightGauge by default. If you are specifically looking for a metric just from a ‘Support’ board/queue, you have to apply a filter stating that. Filters exist for date, text, number, and boolean fields. Given the large number of fields and possible filter configurations for them, we understand it may be tricky to remember how to use them, so check out this Filters Explained doc that breaks it down. Filters can be applied on all BrightGauge gauges, dashboards, reports, and goals. Why am I receiving an error for my Agent/Datasource? One of the hiccups our users encounter when connecting to BrightGauge using an on-premise datasource is setting up our agent within their unique network environment. As all of us within this industry know, no two networks are identical. Due to this, there are a few common errors that tend to arise during this configuration process. We’ve put together and are constantly updating this Common Agent/Datasource Connectivity Issues doc to help you troubleshoot these common errors. Are there different permissions that can be assigned for BrightGauge users? Certainly! Our 3 different user types are Admins, Analysts, and Viewers. Admins and Analysts are paid users with hands-on ability to create content within our app, while Viewers are essentially read-only users that are free and available with all subscriptions. Our User Accounts knowledge base article outlines the differences in more detail. When setting up a client report, must one report be created per client/customer? One of the neatest and most convenient features of our client reports is the ability to create a “one to many” report for your clients. In just a few simple steps, you can create one report and select a desired list of clients who will receive a personalized email with a copy of the report filtered down to only their company’s data. Taking advantage of this feature not only saves time when creating/configuring the reports, but also when editing or tweaking them. Changes only need to be made in one spot, but it will be reflected on what all clients see on their individual report. Check out our Client Reporting 101 doc or watch our free Client Reporting Best Practices webinar for more information. Why are my client reports blank? If all the gauges pertaining to the same datasource are blank within a specific client report, chances are the Client Mapping for that customers datasource is incorrect. Client Mappings are what we use to automatically filter client reports, but they need to be configured correctly in order to work. When configuring a mapping, the client’s name must be entered EXACTLY as it appears in the corresponding datasource database (this includes spaces and icons). Any small difference will result in the gauge being filtered incorrectly. To ensure the correct name is entered, we advise using the search function within the mapping. If you’d like to double check clients name in a database, you can check it directly within the datasource itself, or create a gauge within BrightGauge using a dataset for that datasource, and set the dimension to use the corresponding company name field. Read more about Client Mapping here. How are Feature Requests handled? Earlier this year, we removed our Feature Request Forum (for good reasons!). Here’s a detailed blog post all about it: https://blog.brightgauge.com/removing-our-feature-request-forum What has just been released? You may have noticed that we’ve recently added in-app messages highlighting our new and exciting releases. But we also cover them in much more detail in our Knowledge Base under Product Updates. We release constantly (daily) so we just summarize the customer impacting features on a weekly and monthly basis. What other datasources are being integrated into BrightGauge? ALL of them possible :) Okay, that was a broad statement but 2018 is the year of massive integrations. We have already released 7 new ones and we are only halfway through the year. All the data that matters to your business is what we’re interested in integrating. Check out our full list of integrations. Can I speak with someone live about support? Yes, of course! We just ask that we schedule it ahead of time to allow us to fully assess the issue and gather as much information as possible via the ticket. We have a slim (but awesome) support team supporting 1,000s of users so we prefer to schedule something so that we’re all fully focused and prepped. What are your typical response times for support? During normal business hours, which are 8:30am - 6pm EST on weekdays, we are usually pretty quick to respond because the team is actively monitoring the queue. But we know we have an awesome global user base working outside our support hours and when you average all ticket responses, even including nights and weekends, we’re still averaging 2.8 hours (significantly below the industry average of 20.3 hours). Have a question we haven’t covered? Make sure you’re taking advantage of all our awesome support resources or reach out to our team for more!
Starting and running a business is hard. It can take years to launch your product or service and then more years before you can claim that your business is profitable. From the outside looking in, the tremendous effort you’ve put in may not be obvious, but we know the realities of running an organization. When there’s an opportunity to make your day-to-day more manageable yet effective, and that allows you to show just how hard you’re working to be successful, you should take that chance and run with it. And that’s exactly why BrightGauge was built: to simplify the lives of business owners like you. Why do I need BrightGauge? The simple answer is that BrightGauge can help you make smarter and better data-driven business decisions. BrightGauge was started by Brian and Eric Dosal, brothers who owned an MSP and wanted a better way to report on important metrics each week. Since they couldn’t find the right tool in the market, they built what they needed. While BrightGauge was created to make reporting more powerful, it’s since evolved into much more. It’s a way to see the data you care about - the data that helps you run your business - in one place. Constant visibility means less of a chance that anything will fall through the cracks. With BrightGauge, you can integrate with business tools you’re already using, like ConnectWise, IT Glue, Webroot, and Quickbooks to name a few, and pull that data into one seamless dashboard, so you’re only ever a glance away from knowing your Ticket Response Time, your Past Due Invoices, your Device Statistics, or whatever matters to you. Our Client Reporting tool allows you to create custom, interactive reports with the data your clients will care about seeing. You can choose to start from scratch or from a pre-built template (still customizable). Once you’ve created a report, you can set it to automatically send out to whoever you want, whenever you want. Finally, our Goals feature helps you and your team members work towards a specific outcome. Through it, each team member is assigned a goal that ties in with overall company key performance indicators (KPIs) that they then track on a weekly basis. How can BrightGauge help make my business better? There are many ways that BrightGauge can help you grow. Between managing client relationships, fostering a better team spirit, and creating a culture of accountability, you’ll find that simplifying things gives you more time to be productive. Impress your clients A key to business growth and success is having clients that stick around for the long run. And a way to foster long-lasting client relationships is to be transparent and trustworthy. By sending executive reports on a daily, weekly, or monthly basis, you show that you’re reliable and good at keeping your word. Beyond that, BrightGauge dashboards can make you look really good. Imagine that you have flat screen TVs posted up around your office that display BrightGauge dashboards all day, every day. Now imagine that an important client comes in for an impromptu visit. Do you know how good it makes you look that you and your entire team are keeping track of your client’s data in a really visible way? They’re going to think you’re proactive about addressing urgent issues and that you’re committed to providing top-notch service. Be more productive and efficient Speaking of being proactive, when you keep a vigilant eye on what’s going on with your client’s information, you’re way more prone to catching issues before they blow up into disasters. That ability to be ahead of problems gives you a reputation for productivity and you know that a good reputation means more clients. Having a way to easily keep track of really important metrics allows you to run a more efficient business because you’re not waiting around for things to happen. You can react quickly and in a smart way and make decisions that have a positive impact on your bottom line. With BrightGauge, you can set thresholds with an alarm that will ring if a metric falls below your desired number. So, for example, if your client’s devices become disconnected, you’ll be notified immediately. Plus, because BrightGauge allows unlimited viewers to have access to dashboards and gauges, everyone will be on the same page. Have more constructive 1:1’s If you’re managing a service desk, it can get a little messy to keep track of all your technician’s billable hours, open projects, response times, etc. But with BrightGauge, you can easily create individual dashboards per team member that display the metrics you’re interested in. Or you can create leaderboards that show how employees are stacking up against one another. Now, 1:1 meetings can be a heck of a lot more productive because you’ve got information at your fingertips that can drive valuable conversations about employee performance (or lack thereof), progress, and big-picture goals. When you’re this invested in your employees, they’ll be motivated to do their best work, which is good news for overall output. Encourage accountability and motivation All of our BrightGauge features make it easy to be transparent and highly-visible. This works wonders for encouraging employees to hold themselves accountable, especially in the case of goals, because there’s nowhere to hide. All your important data is out there in the open. Knowing this drives motivation in a big way because, as humans, we feel really good when we accomplish something and are seen in a positive light around our peers and all of us naturally want to hit our goals. When we’re working hard, it has a halo effect on everything around us, so clients are going to take notice. Set yourself up for success Whatever your bottom line is, you can only achieve it through smart leadership, motivated employees, and the right KPIs. Don’t fall into the trap of thinking that this is easy to do or that you can figure it all out on your own. In basketball, an assist can lead to a game-winning score. Why shouldn’t it be the same in business? BrightGauge is simply here to help you get a handle on all of your metrics, so you can spend more time on revenue-generating tasks that grow and scale your business. Want to see BrightGauge in action? Schedule a live one-on-one demo today.
Knowing where your company stands financially can give you a whole lot of insight into your business. It’ll tell you whether you’re profitable, whether you can hire additional resources, if you’re growing or not, which areas of your business you need to invest in, how much debt you are in, and so on. Obviously, this is incredibly important and useful data to know, and it’s not just about having the right numbers, but also interpreting those numbers in the right way. Every department in an organization is going to have a set of unique metrics that relate to their goals and efforts. We’ve recommended top key performance indicators (KPIs) for your Project Team, Service Team, and Sales Team. When it comes to your Finance Team, we believe there are four KPIs you should be keeping track of. Top Finance Team KPIs It’s true that our list of metrics to track is not a complete list. You’re going to want to have a holistic view of your finances, which may include several additional metrics other than the ones listed below. However, we think these four should never be left out. Cash in Bank This number quite simply tells you how much cash flow you have on hand. It’s important to know that because if you ever find yourself in an unexpected situation, you’ll know how to handle it without getting into deep financial trouble. Past Due Receivables Amount Accounts Receivable is an important one because it tells you how much payment you’re expecting to receive from clients within the next 30 days (or other given time period). Being aware of which accounts are past due will help you reconcile with your clients and ensure that you’re getting the payment you’re due for. Client Efficiency Index (CEI) The CEI is actually a metric that we created internally to give our teams an idea of overall company performance as it relates to each customer base. You can set an internal benchmark for your CEI (ours is 60%) and it will give you an idea of which customer accounts need to be addressed versus which are in your normal threshold. To calculate CEI, you’ll need to gather your total revenue by client, all direct costs (like licenses, software costs, etc), and your fully loaded labor cost per account. The formula for each client account is broken into two parts: (Total Revenue - Direct Costs - Fully Loaded Labor Cost) / Total Revenue = Gross Margin Per Client Gross Margin Per Client + 40% = CEI (adding 40 percentage points normalizes the metric to 100%) EBITDA You likely know this one, but this metric gives you a clear idea of your organization’s profitability and financial health. EBITDA stands for Earnings Before Interest, Taxes, Depreciation, and Amortization. Lots of companies use this metric to determine employee bonuses and raises for the year, so keep an eye on it. An easy way to view your metrics Wouldn’t it be great if you could have visibility into your financial picture at any given time instead of waiting for your accounting team to send you a report once a month? BrightGauge makes it really easy to do just that. Our software integrates with many popular tools on the market, like Quickbooks and Xero, and it pulls important data from those tools and puts it on a dashboard for everybody to see. Your dashboards are comprised of various gauges, so you have the freedom to create one dashboard that shows your cash flow, CEI, EBITDA, and any other metrics you care about. BrightGauge dashboards sync often, so you’ll be looking at real-time data anytime you glance at your screen. We like to recommend that you display your dashboards on flat TV screens around your office so that all employees have visibility into your key KPIs at all times. Other BrightGauge features include the ability to send custom, interactive reports to your clients or your internal teams as a way to build trust and transparency, and the functionality to set and track individual employee goals, which sets a precedent for accountability and motivation. If you’re ready to see how BrightGauge can help you run a better and more efficient business, schedule a live one-on-one demo today.