Many managed service provider (MSP) owners often ask themselves one pressing question: How profitable is my business? Tracking profitability is generally a good way to understand how well a company ...
Many managed service provider (MSP) owners often ask themselves one pressing question: How profitable is my business? Tracking profitability is generally a good way to understand how well a company is doing. If you have a consistent profitability ratio, it likely means you're a resilient business, you're doing a good job of balancing your costs, and you're succeeding in generating meaningful revenue. This month, we're looking at a Profitability Analysis report, which helps MSPs understand where they are by looking at important metrics such as: Hours spent on user tickets Agreement Health Effective Hourly Rate on Agreements Margin Percentages Other tickets details Profitability Analysis Report - view here Viewing an updated Profitability report on a consistent basis can help MSP owners and managers identify trends, course correct where needed, and implement new strategies to optimize the way business is done. To recreate this report for your own team, check out the links below: Profitability Analysis Report (Public view link) Profitability Analysis Report Buildout Key Please feel free to reach out to success@brightgauge.com with any questions you have!
How often are you evaluating how well or not you are using the resources at your disposal? We're not talking a gut-check here. Are you using data to determine whether or not your technicians are working to the best of their abilities? The Member Efficiency key performance indicator (KPI) is a great metric for measuring utilization. Keeping an eye on this number can indicate when it's time to cut or add resources, help you understand if your team members are meeting their targets, and can show where you may have gaps in training or processes. In this video, we show you how to build a detailed gauge that tracks efficiency and utilization for the technicians in your organization. If you've got questions at any time, please feel free to reach out to our support team!
When it comes to earning your client's business time and time again, the key is to build a relationship based on trust and transparency. Being proactive about showing your client the value you bring to the table rather than waiting for them to ask what you've been up to is a great way to earn a credible reputation. Our favorite way to practice this type of transparency is by getting in the habit of sending consistent and frequent client reports. Client reports show all of the "behind-the-scenes" work managed service provider (MSP) is working on that the client may not otherwise have visibility into. They essentially show the good, the bad, and the ugly and leave nothing to interpretation. One of the most powerful types of reports is the Quarterly Business Review (or QBR). You may always refer to this as a Business Review, but it's an in-depth meeting with a client where you may highlight the value of your services, review and reset goals, and create a strategy for moving forward. This month, we're sharing a comprehensive QBR Report template that you can recreate yourself and send off to your clients at whatever cadence makes the most sense for your relationship. This QBR Report includes ticket statistics, asset management details, and customer satisfaction metrics. Depending on what your client cares most about seeing, you could also add in gauges from your BDR, security, finance, or other tools. Quarterly Business Review Report - view here With BrightGauge, it's simple to create and send a report automatically on the date and time you choose. And by mapping your clients, you can save this report template and filter and share for specific clients when you're ready to send off (versus creating a new version of the report each time). This QBR Report can bring a lot of value to your clients and serve as a perfect conversation driver for talking through your business relationship. To recreate these dashboards for your own MSP, check out the links below: Public view link - Quarterly Business Review Report Buildout Key Instructions for Quarterly Business Review Report Please feel free to reach out to success@brightgauge.com with any questions you have!
There’s a reason why automation is such a highly regarded business practice. It can save MSPs a ton of time and allow you to get back to revenue-generating tasks that will move your business forward. When you automate something like the generation and delivery of consistent KPI (key performance indicator) reports, it’s a win-win: you save time on a really important, but often tedious task and you build trust and transparency with your clients, which ultimately leads to repeat business. With BrightGauge, all integrations come with default report templates that are ready to customize and send out, or you can create your own templates and schedule them to send out on a recurring cadence based on your preferences. The set-up time is minimal and the pay-off can be really rewarding. We’ve had partners report that BrightGauge saves them 8-10 hours per week in comparison to using spreadsheets to generate KPI reports, which is really time-consuming and clunky at best. Just ahead, 5 BrightGauge reports that you can start using this week to save you hours and strengthen your transparency practices. Internal Weekly Service Report You may already be accustomed to holding a weekly service desk “stand-up” with your team, where you review the prior week’s numbers and see where adjustments are needed to get the team on an optimal track. It’s important to make sure your team or even individual techs are hitting goals for average response time, kill rate, SLAs, and so on, which are the KPIs that should be evaluated during the stand-up. An internal report highlighting these KPIs can reinforce what was discussed and serve as a visual reminder for what’s working and what isn’t. As a bonus, being able to refer to those reports over time can indicate trends and patterns that would be worth knowing about. Here’s an example of an Internal Weekly Service Report in BrightGauge that you can recreate yourself using this buildout key: Executive Summary Report (or End of Month report) This is a good report to share with key stakeholders and decision makers to show the value of what you’re doing and how you are helping clients remain successful. You should cover the KPIs that are most important to your client and give them a report that will take no more than a few minutes to look over, while still making a big impact. It’s up to you and your client to decide how often to send this type of report, but generally, at least once a month is a really good idea. Here’s a look at one End of Month report example that focuses on tickets, devices, and networks: To recreate this report for yourself, see this buildout key. Finance KPIs What business owner or manager is not interested in the health of their finances? Knowing crucial finance KPIs such as gross profit margin, monthly recurring revenue, cash on hand, and so on can help MSPs make informed business decisions that shape the future of their companies. An automated Finance KPI report makes it easy and a no-brainer to stay on top of those metrics and act upon them before they become an issue. You can present these Finance KPIs to your executive team in dashboard form, as shown below, or select “Convert to Report” from your dashboard menu to get it into a report format. See this buildout key to recreate these KPI gauges for yourself. Project Updates What’s the status of your active projects? How much time is spent completing those projects? What’s coming up in the next month or so? When it comes to keeping your clients informed on what’s going on with various projects, it makes sense to send a projects KPI report that shows metrics and data pertaining to the projects relating to that client. Your Project Management KPIs can be shared as a dashboard (read about sharing BrightGauge data here), or you can select “Convert to Report” from your dashboard menu to share it as a report. See this buildout key to recreate these KPI gauges for yourself. Sales KPIs This will likely be more internal than client-facing, but will be of equal interest to sales managers and internal stakeholders. Sales activities are a good predictor of future revenue and business performance, so it’s important to keep an eye on KPIs such as opportunities in the pipeline, deals won, and monthly recurring revenue. Again, feel free to share your Sales KPIs as a dashboard or convert it to a report if you prefer! Either way, here’s a buildout key to recreate these KPI gauges for yourself. See more dashboard and report examples here. To learn more about how BrightGauge dashboards and reports can save you hours each week and give you a better understanding of your data, contact us today and we’ll be happy to chat.
New BrightGauge user? We're sure you are eager to get access to your data immediately and we're excited for you to do so! Before you get started, we wanted to share some tips and tricks that'll help you see your custom data right out of the gate. This video covers: Where to find default metrics, commonly used filters, and best practices within the gauge builder (watch from start - 5:00) How to customize dashboards (starting at 5:03) Where to find resources for self-learning (starting at 6:42) After you watch this video, you may find it helpful to learn how to add dashboard filters, how to add client mappings, or how to send client reports. If you need some extra help or have any questions, no sweat. We're always here for you. Just reach out to our support team. Happy gauge-building!
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When it comes to your key performance indicators, sometimes more is more. The deeper the insights, the better the decisions you can make. So, how can you get deeper insights from your BrightGauge? One way is to use dataset or datasource mashup*, which allows you to build gauges using data from more than one source. When doing this, the metrics that are displayed back to you are more complex and more granular, allowing you to be a bit more specific with your results. In this tutorial video, we show you how to utilize the data mashup function. If you have questions about doing this within your BrightGauge, please reach out to our support team. For more tutorial videos, check us out on YouTube. *Available on Enterprise Plans only.
