Johanny Torrico is the main BrightGauge admin within the fast growing Community IT Innovators based in Washington D.C. As the Director of Network Support Services at Community IT she wears many hats and is constantly looking for ways to bring efficiency into her day to day work routine. Below Johanny shares a real life case study of how she and her team get the most value from BrightGauge.
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Since data is stored in a variety of places and many different applications are used to perform essential business functions, identifying and defining the metrics which are important and relevant to informing performance, allocating resources, and maintaining operational efficiency is both crucial and challenging.
A few years ago, Community IT's leadership team established a set of team and company Key Performance Indicators (KPIs). Pulling the data was tedious and time consuming. Managers had to run canned reports from our Professional Services Automation System (PSA) or create complicated pivot tables from CSV exports or direct SQL connections. In addition to being time consuming, we found the end result was often inaccurate and incorrect.
Community IT started to explore other reporting tools, which better integrated with our PSA system and tested them. BrightGauge, which had recently matured its services, had also added a dashboard and a number of different gauges to its product. We decided to pilot the BrightGauge system, and ultimately partner with them as our reporting system. BrightGauge has simplified our job in many ways, and here are the top four:
Help Desk Performance Monitoring: Live and real time information about our help desk's performance is critical to delivering quality services to our clients. Basic indicators, including response and resolution time of both the team and the technicians, identifying aging tickets, and easily accounting for the number of tickets submitted after hours, were all tasks that required a manager to do a lot of manual work.
Hardware Inventory: This was another task that required manual intervention and, on many occasions, a physical site visit. BrightGauge, along with our monitoring system, allowed us to automate the creation of the report and saved us from making expensive and time consuming site visits.
Proactive Services: The BrightGauge platform gives us an opportunity to proactively notify our clients when their warranties are about to expire.
Client Services: As part of our Managed Service offering, we meet with most of our clients regularly. Preparing for these meetings required us to run a number of different reports, focusing on tickets, system alerts, and budgets, all of which could take between two and three hours to execute. Now, by using BrightGauge, these reports are pre-set, and are automatically delivered to the team and the client. Now, instead of spending valuable resources generating reports, the client and the manager can spend their time focusing on the results.
Developing the right set of KPI's is important, but it's only half of the equation. To fully understand and leverage the information your KPIs provide, you need a tool that delivers accurate and consistent information. BrightGauge has allowed us to continue to monitor our current KPI's and develop additional metrics for both teams and individuals. The implementation of the BrightGauge platform has allowed us to utilize our resources more effectively and efficiently, which leads to lower costs and improved services for our clients.
To learn what others are saying about BrightGauge visit the BrightGauge Buzz page and below is a screenshot of a set of Johanny's dashboards she keeps at her desk.
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