The client onboarding process is an opportunity for you to instill trust and confidence in your services to your new clients. Even though a successful onboarding can lay the groundwork for a positive, long-term relationship, many MSPs find themselves struggling with unforeseen mishaps and miscommunications. With such a high stakes moment in your client relationship, you'll want to ensure your business shines by setting up a system that predicts and avoids major pitfalls altogether! One of the best things an MSP can do to set themselves up for success during this critical time is to check, double check, and audit their work. For the April Report of the month, we have featured an onboarding audit report inspired by April's user showcase webinar, Motivating your Teams to Meet Company Objectives with Anne Schoolcraft, President at a Couple of Gurus and a professional EOS implementer. A Couple of Gurus is an award-winning IT services company that helps world-changing organizations with Managed IT services, managed cybersecurity, cloud solutions, IT consulting, and more. And as a professional EOS implementer, Anne helps entrepreneurs get more of what they want from their businesses, by helping them implement a system of simple, practical tools. The onboarding audit report was designed to be run at the tail end of the onboarding period and works as a proactive assessment so your team can double check their work before they've completed the onboarding process. This will help you identify potential problem areas like critical items that your team may have missed and items your customers should address before onboarding is completed. Onboarding Audit - view here. Here are some featured metrics: All Managed Machines - By seeing how many machines are being reported on in your RMM tool, you can cross check what you quoted the client and ensure they are set up to be billed properly. You can also make sure all devices are reported on as configurations in your PSA. Anti Virus protection audit - Allows you to check whether antivirus was successfully enabled on all devices. Configuration Expiration details - Use these metrics to ensure you have the warranty expiration dates for all devices. Next, review the warranties that are expired or are about to expire. These should be prioritized and you can set that discussion to take place before the onboarding process is over. After Hours Access and Software criticality Configuration Q&A - You can set up custom configurations in ConnectWise Manage to ask your clients questions on how you should handle emergency situations and after hour access to their offices. You can also use configurations to help identify the most business critical software for each of your clients. NOC and Security Tickets - Make sure alert tickets are properly configured and reporting to the right board in your PSA. Thank you, Anne, for collaborating with us and sharing your invaluable insight on setting up a simple and practical report to audit the onboarding process! Recreate in your BrightGauge Onboarding Audit Report (public view link) Onboarding Audit Report Buildout Key Make sure to visit our library of more report and dashboard templates and please feel free to reach out to firstname.lastname@example.org with any questions!
A dispatchers job is to maximize the utilization of the service team. In essence, they need to keep resources busy and ensure every ticket that comes in gets scheduled out and attended to properly. When you're juggling all the nuanced differences across teams and agreements while also making sure to check every field entry for accuracy, things can inevitable fall through the cracks. Having a ticket dispatch dashboard in BrightGauge can help your dispatcher easily pick up the missing pieces and "paint tomorrow green." By using a simplistic design and simplifying your service KPIs, you'll help your dispatcher works as efficiently as possible. For the March Dashboard of the month, we have featured a ticket dispatch board inspired by March's user showcase webinar, Simplifying Service KPIs to Support Rapid Growth with Ken Smith, Chief Operating Officer at 2W Technologies. Ticket Dispatch - view here. The ticket dispatch dashboard is broken out into 3 parts. The first section takes a manage to zero or manage to green approach focusing on priority tickets and important ticket fields that can get overlooked like type, agreement, and configuration. The second section focuses on process and scheduling. A text box is used to provide the steps to take for triaging, dispatching, and escalating tickets. Next, information on upcoming schedules, current ticket assignments, hours worked, and information on whose out of the office proves the perfect supplement for ConnectWise Manage's dispatch portal. The last section provides some high-level metrics to help further understand ticket volumes and gauge the utilization of the team. It includes metrics like same-day resolution percentage, average time to resolution, and tickets per endpoint. Thank you, Ken, for collaborating with us and sharing your straightforward technique to building dashboards to improve operational efficiencies! Recreate in your BrightGauge Ticket Dispatch Dashboard (public view link) Ticket Dispatch Dashboard Buildout Key Make sure to visit our library of more report and dashboard templates and please feel free to reach out to email@example.com with any questions!
Many Managed Service Providers (MSPs) offer a variety of services across a wide range of small business clients. This can make for a tricky billing process! One of the biggest pain points with creating a streamlined billing process is figuring out how to efficiently track and review time entries. Although most PSAs provide a built-in time-tracking system for technicians, human and technical errors are inevitable when your billing is complex. To help keep track of important details without having to sift through 100's of time entry records each week, you can create a dashboard to flag potential problems in real time. For the February Dashboard of the month, we have featured a less customized version of the invoice time review dashboard shared during this month's user showcase webinar, Customizing your Data for Improved Service Delivery with Todd Moss, partner and managing director at 24HourTek. The Invoice Time Review dashboard used at 24HourTek contains both metrics and information that assists them with the invoice time review process. Using a heavy amount of text, 24HourTek outlines the various time entry guidelines for all of their different business offerings and creates metrics to look for red flags in their data. Checking this at least weekly has helped to eliminate costly delays and alleviate major headaches for the billing team. While the dashboard of the month version omits the text boxes, you can get a sense of what they are tracking below. Invoice Time Review - view here. Here are some featured metrics: Time review based on agreement types - Across several gauges, you can look at your time entries in a more meaningful way. On this dashboard, the partner is looking at break-fix, fully managed, and block time clients separately. If you have special rules or specific coverages for each, you can use text boxes to document that. This can aid the review process. Member Time Review - Reviewing technicians' time is equally as important as reviewing time during the billing process. Here, the partner is looking at billable utilization, time spent on various work types, late time sheets, and they have created a custom gauge to help determine whether technicians are entering time on time, all the time. Work Type and After Hour reviews - These gauges look for work types that require special care like after hours and non-covered. You can choose to break down all time entries by their work types as well. Further, by looking at time entered after hours, you can look for improperly entered time and ensure work types are set correctly for after hour billing. Thank you, Todd, for collaborating with us and sharing these great metrics! Recreate in your BrightGauge Invoice Time Review Dashboard (public view link) Invoice Time Review Dashboard Buildout Key Make sure to visit our library of more report and dashboard templates and please feel free to reach out to firstname.lastname@example.org with any questions!