High-performing MSPs have learned that in order to drive best-in-class revenue and experience operational maturity, you need to determine and implement optimal business practices while constantly keeping an eye on key profitability metrics. However, for most top MSPs, the journey towards best-in-class has been arduous and rife with trial-and-error learning tactics. In our new CEO Growth & Profit series, we aim to impart that hard-earned knowledge of best-in-class solution providers. For this series, the Partner Success team has combined forces with Service Leadership, using their expertise to help owners, CEOs, and executive leadership teams quickly determine how they're performing on the biggest financial drivers in their business. Taking it a step further, this series will also provide practical guidance on improving sub-optimal business practices by adopting the proven methods of best-in-class MSPs. If you are not familiar, Service Leadership provides total profit solutions for IT Solution and Service Providers. Service Leadership also publishes the Service Leadership Index®, which is the industry-leading financial and operational benchmark. And, they publish SLIQ™, the exclusive web application for owners and executives to drive financial improvements by assessing and driving their Operational Maturity Level™. On top of that, Service Leadership offers advanced peer groups for Solution Providers of all sizes and business models, as well as executive and industry best practices education and speaking. In the CEO Growth & Profit webinar series, we’ll cover a range of topics that'll help you take your business success to the next level. Each webinar will be hosted by an industry expert who will review key profitability metrics, best practices for setting up and tracking your financials, the benefits of knowing your ownership mode, creating a value creation strategy, and 4 impactful operational maturity level traits. You’ll walk away from each webinar with actionable advice on processes, practices and procedures that you can execute within your business with confidence. What’s the webinar line up look like? CEO Growth & Profit Topic Date/Time Expert Register/Watch Now! Making Service Profitability Decisions the Way the Top Performers Do August 3rd, 1pm Eastern Paul Dippell, Founder, Service Leadership https://bit.ly/service-profitability Making Sales Investment Decisions the Way the Top Performers Do August 25th, 1pm Eastern Rob Bufano, Service Leadership Solutions Director bit.ly/sales-investments Tracking your Financials the Way the Top Performers Do September 22nd, 1pm Eastern Rob Bufano, Service Leadership Solutions Director bit.ly/tracking-financials Key to Success: Knowing your Ownership Mode October 12th, 1pm Eastern Brad Schow, VP, Consulting Services, ConnectWise bit.ly/ownership-mode Getting to Goal: Knowing your Value Creation Strategy November 16th, 12pm Eastern Brad Schow, VP, Consulting Services, ConnectWise bit.ly/value-creation-strategy Getting to Goal: Putting your Value Creation Strategy into Action December 7th, 1pm Eastern Brad Schow, VP, Consulting Services, ConnectWise bit.ly/value-creation-action Foundational Excellence: Choosing your Target Customer Profile January 12th, 2pm Eastern Peter Kujawa, VP, Service Leadership & TSP Evangelist https://bit.ly/target-customer-profile Foundational Excellence: Driving Technology Standards February 15th, 11am Eastern Peter Kujawa, VP, Service Leadership & TSP Evangelist https://bit.ly/technology-standards Foundational Excellence: QBRs as your Scale Engine March 16th, 1pm Eastern Peter Kujawa, VP, Service Leadership & TSP Evangelist https://bit.ly/QBRs-scale Foundational Excellence: Pricing and Packaging April 20th, 1pm Eastern Rob Bufano, Service Leadership Solutions Director https://bit.ly/pricing-packaging To sign up for future episodes in the CEO Growth & Profit series or to watch previous webinar recordings, use the links provided above or visit our webinars page at any time. Make sure to keep an eye out for additional emails and in-app invites from us, and follow @BrightGauge on Twitter for updates. We highly suggest you RSVP to each webinar now! Even if you can't attend the live webinar, we’ll still email you the recording, which you can keep on hand to reference any time you need it. As always, we love your feedback and your questions, so shoot our success team an email any time!
A major component of any MSP business is project management. While projects may often times seem simple on the surface, they require careful planning and budgeting to get right. BrightGauge dashboards and reporting can provide data visualization to help MSPs with this challenge. To illustrate, we sought to feature the work of a partner who has become a pro in project management. For the July Dashboard of the month, we have featured a Project management dashboard inspired by July's user showcase webinar, KPIs for Managing Profitable Projects with Derek Diaz, a program manager at Charter Technology Solutions (CTS). Charter Technology Solutions is an MSP focused in the EdTech space serving over 25 schools across the U.S. From bringing technology into a new or scaling school to repairing and maintaining school's IT infrastructure, CTS's mission is to be an education partner for schools in a way that benefits educators, students, and their families. Completing 100's of educational technology projects a year, it is no wonder CTS has been able to successfully master their projects. For The Project Manager View dashboard, we've taken the more customized Manager View dashboard that Derek shared during the webinar and created a simpler yet still impactful version that can easily be recreated without any custom SQL querying. It features metrics to help track project tickets, conduct budget hour assessments, and provides a breakdown on project margins. Project Manager View - view here. Here are some featured metrics: Past Due and Off Track - These gauges help keep an eye on tickets and projects that have past their due dates as well as projects with no remaining hours on them. Setting due dates for each project ticket in your work plan and tracking through BrightGauge can help you stay on track. Project Revenue Goal and Cost Performance Index - Using a progress gauge can help you see just how close you are to hitting your target revenue. While a cost performance index gauge will help you compare estimated time costs versus actual time costs on recently entered projects. Hour Assessment Gauges - Check out Hours by work type, budget hours versus actuals, and see which projects are over or under their hours' budget. Project Margin Breakdown - This gauge aims to break down project revenue by service and products so you can determine the margin on each. By understanding your margin in a more granular way, you can better understand each project's profitability. Thank you, Derek, for collaborating with us and sharing how you and your team have been able to successfully plan for and execute on projects with the aid of BrightGauge dashboard and reports! Recreate in your BrightGauge Project Management - Manager View Dashboard (public view link) Project Management - Manager View Dashboard Buildout Key Make sure to visit our library of more report and dashboard templates and please feel free to reach out to success@brightgauge.com with any questions!
During phases of rapid growth, all too often, solid data practices fall by the waste side. However, it is during this time that data-driven process development becomes even more important. Being able to see and track your improvements over time will be paramount to your success. BrightGauge is the perfect companion along any growth journey as it enables you to track process changes and determine whether they were successful or need further revision. Over time, this can lead to a fine tuned system for service delivery excellence. For the June Dashboard of the month, we have featured a Service Delivery Management dashboard inspired by June's user showcase webinar, Continuous Revision as a Recipe for Operational Excellence with Jeremiah Best, the VP of Service Delivery at Aligned Technology Solutions. Aligned Technology Solutions operates nationally, offering managed IT, cybersecurity, compliance & vCIO, cloud solutions, and CMMC certification. They cater to a wide range of industries with a focus on government contractors, nonprofits & associations, health care, and professional services. They have successfully operated in an ever-evolving space because of their adaptability and ability to build strong personal relationships with dedicated experts. These personality traits are reflected back in their approach to data visualization and goal management as showcased through BrightGauge. The Service Delivery Management dashboard features the key metrics shared by Jeremiah Best, used at various stages of their growth. Jeremiah, having 16 years experience across various service delivery roles in the MSP space, shared the importance of having a continuous improvement mindset in order to grow. Over his tenure and with the guidance of consultative coaching by Seal-Level Operations and their IT Nation Evolve peer group, Jeremiah has built and rebuilt their dashboards and goal lists several times to aid in refining their processes to maturity. Service Delivery Management - view here. Here are some featured metrics: Kill Rate % - This gauge is an easy-to-read metric that tells you if the team is closing more tickets than are being opened. If the kill rate is under 100% for prolonged periods of time, there is a good chance that the ticket backlog is becoming unmanageable. Stale, High Time, and "Noisy" Tickets - Across several gauges, these metrics help any service delivery manager quickly view potential problem tickets. This can enable them to step in proactively where needed to decrease resolution time. Actual Vs Billable Hours - Across two gauges, managers can get a quick view of the team's billable and/or client hours in comparison to the actual hours they are working. Many teams shoot for 80% billable. SLA Statistics - These gauges allow you to see what tickets are missing their SLA's and view the overall SLA adherence. This provides a quick view on whether you are overall hitting your response, resolution plan, and resolution time goals. You can also use these to proactively address tickets that fell short of their goals where needed. Utilization - Time management is perhaps the trickiest task for any service delivery manager -- making sure your team is entering all time, on time, and that every resource is equally utilized. These gauges provide a quick glance into what each team member has been doing, plus metrics to determine their billable utilization. Thank you, Jeremiah, for collaborating with us and sharing insights on how your metric tracking practices have played a key part in your journey towards service delivery excellence! Recreate in your BrightGauge Service Delivery Management Dashboard (public view link) Service Delivery Management Dashboard Buildout Key Make sure to visit our library of more report and dashboard templates and please feel free to reach out to success@brightgauge.com with any questions!
