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.
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.