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Katarina Ondrejovicova

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Dashboard of the Month: Support Shift Handoff

As a Service Desk Manager, how are you approaching your changes in support shifts from day-to-day? How does one shift manager loop the next shift manager in on all the important data they need to ...
As a Service Desk Manager, how are you approaching your changes in support shifts from day-to-day? How does one shift manager loop the next shift manager in on all the important data they need to know in order to keep things running smoothly? We know this has been a topic of discussion amongst managed service providers (MSPs), so we worked with Chris St. Pierre, Managed Services Manager at Next Dimension Inc., to learn more. In talking with other MSPs, Chris discovered that most companies just sent a note or an email to the team that was taking over the support shift. Together, we felt that a dashboard could get the job done more efficiently. Chris sent me the metrics and tasks his team must be aware of when support shifts change, and we created the Support Shift Handoff dashboard. Support Shift Handoff dashboard - view here Chris's crucial metrics include: Number of currently open incidents Requests and changes Stale and escalated ticket details Daily average response time Kill rate to understand if the backlog increased or decreased during the day Ticket distribution by client The Support Shift Handoff dashboard keeps his team informed on where their focus should be, while monitoring alerts give them a heads up on anything that requires immediate attention. As a manager, this dashboard helps Chris relay any important messages to his team and keep track of where everything stands. If you want to recreate and customize this dashboard for your own service team, check out the links below: Support Shift Handoff dashboard (public view link) Support Shift Handoff Buildout Key We'd love to see how you are using this dashboard with your own teams. Please feel free to reach out to success@brightgauge.com with any questions you have!
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Dashboard of the Month: Client Account Overview

When it comes to providing exceptional customer service, it is oftentimes the small details that can win a customer over. Making an effort to take something just one step further can result in repeat business for a managed service provider (MSP), which is always the goal. Something as simple as providing customers with a quick way to get an overview of their account details can make a difference in the way an MSP and a customer do business with one another. And that simple account overview is exactly what we are presenting this month. The Client Account Overview dashboard is ideal for lower-touch customers or those customers who don't require detailed visibility into the service provided to them. Essentially, it contains basic MSP information for the customer. Client Account Overview dashboard - view here The Client Account Overview dashboard includes: Useful information like contact details, how to open a ticket, where to pay bills, etc. Currently open tickets Number of workstations and servers A list of all services currently being paid for Modules to insert client logos, images, contextual information, and more This dashboard can truly be customized to include the exact information that would be most useful to an MSP's customer. At the end of the day, it's a way to add a professional touch to an MSP's relationship with their customer. To recreate this dashboard for your own customers, check out the links below: Client Account Overview dashboard (public view link) Client Account Overview Buildout Key We'd love to see how you are using this dashboard with your own customers. Please feel free to reach out to success@brightgauge.com with any questions you have!

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Dashboard of the Month: Financial Health

The start of the new year gives us all the opportunity to gain a fresh perspective and formulate a strategy for accomplishing the goals we have set for ourselves. This is applicable to our personal and professional lives alike. Many managed service provider (MSP) owners use the start of a new year to understand their current financial posture and to see where tweaks need to be made in order to close the year in a really healthy place. A great way to keep an eye on an MSP's financial health is by displaying critical metrics in a visible, easily-referenced dashboard that updates automatically. So, this month, we're sharing a Financial Health dashboard, with high-level metrics that any executive will want to keep her or his eyes on. Financial Health dashboard - view here The metrics covered in this dashboard include: EBITDA (Earnings Before Interest, Tax, Deprecation & Amortization) MRR (Monthly Recurring Revenue) Margin % Churn % Lifetime Value gauge: insight into the potential total revenue each customer can bring, taking into account average MRR, churn rate, and margin. To recreate this dashboard for your own team, check out the links below: Financial Health Dashboard (Public view link) Financial Health Dashboard Buildout Key Please feel free to reach out to success@brightgauge.com with any questions you have!
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Report of the Month: Goals and EOS Tracking

In the era of remote work, how are you bringing your team members together and keeping them focused? Many of our partners swear by using goals to combat this challenge. Goal-setting is an effective and proven way to align team members and keep everyone marching down the same path. Maybe you're familiar with Gino Wickman's book Traction, which introduces the Entrepreneurial Operations System (EOS), a process many managed service providers (MSPs) use to grow and optimize their business. By setting goals, whether through EOS or another process, you're creating a culture of accountability that can have a really positive impact on your business. Implementing a goal-setting system is an excellent place to start, but how are you having conversations around those goals with your whole team? This month's report, a Goals and EOS Tracking Weekly Report, is a great way to move forward. Goals and EOS Tracking Weekly Report - view here This report can be used as a weekly check-in for operations meetings. It structures the meeting so the conversation is guided towards where the team stands with their goals, what's being done to meet their core values, what tasks/projects are currently open, what's overdue, and what known issues need to be addressed. Having this weekly check-in where every team member is responsible for playing their part can have a huge impact on how productive, efficient, and overall happy your team members are. To recreate this report for your own team, check out the links below: Goals and EOS Tracking Weekly Report (Public view link) Goals and EOS Tracking Weekly Report Buildout Key Please feel free to reach out to success@brightgauge.com with any questions you have!
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Dashboard of the Month: Agreements

When it comes to keeping your executive team in the loop on important performance metrics, the name of the game is quality over quantity. Executives are busy people and they need to be able to consume and digest content quickly and efficiently. Data dashboards and reports are a great way to keep them abreast on everything related to key performance indicators (KPIs). This month, we're featuring an Agreements Dashboard, perfect to share with your CRO. Agreements Dashboard - view here At a glance, the Agreements Dashboard will give your CRO (or any interested colleagues) a high-level view of: No Agreement Revenue (a look at whatever revenue is not tied to any agreement) Monthly Recurring Revenue (MRR) Customer Distribution (which customers are bringing in the highest percentage of revenue?) Active Agreements With Negative Margin (aim to have this number as low as possible) Your Effective Hourly Rate On Agreements Revenue Source Breakdown On one simple screen, it's easy to understand where your MRR falls with your goals, which customers are worth nurturing or even firing, and how your revenue is distributed across your business. By keeping an eye on KPIs like these, executives can make informed and better business decisions that will drive the organization forward. To recreate these dashboards for your own teams, check out the links below: Public view link - Agreements Dashboard Buildout Key Instructions for Agreements Dashboard Please feel free to reach out to success@brightgauge.com with any questions you have!

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Dashboard of the Month: MSP Overview

This month's dashboard is all about the data you share with your executives. The MSP Overview dashboard is a typical board to share with your CEO or executive team in general. We were inspired by Kevin Nincehelser, VP of Managed Services at Premier One, an IT services company based in Kansas. With nearly 30 years of professional services under their belt, Kevin and the Premier One team are well-versed in the data points that a CEO of an MSP would take interest in. Because of how valuable the MSP Overview board has been, Kevin is happy to share his insights with other MSPs who may want to recreate it for their use. MSP Overview Dashboard - view here The MSP Overview dashboard gives a high-level view of the following important key performance indicators (KPIs): Number of endpoints and users managed Financial KPIs such as Profit Margin Percentage Revenue and cost breakdown for different services (such as project vs cloud vs product) Turning Point Gauge: shows when recurring revenue starts to exceed cost of goods sold and expenses Average Response and Resolution Time trends over the last 6 months This type of dashboard gives executives a quick, but thorough overview of KPIs that have an impact on the bottom line and can be used as a good jumping off point for aligning on future strategies and goals. To recreate these dashboards for your own teams, check out the links below: Public view link - MSP Overview Dashboard Buildout Key Instructions for MSP Overview Dashboard Please feel free to reach out to success@brightgauge.com with any questions you have!

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Dashboard of the Month: Executive Business Review Dashboard

As MSPs navigate the dynamic world of IT services, utilizing data in Quarterly Business Reviews becomes crucial for steering discussions towards providing personalized value and fostering enduring client connections. Integrating a real-time data dashboard into your meetings not only fosters trust but also promptly showcases your company's worth to clients. For April's Dashboard of the Month, we are highlighting an Executive Business Review Dashboard that offers a high-level overview of key performance metrics and trends that can be shared with your customers. This dashboard was crafted following a discussion with Jeremy Roth, the CEO and managing partner at S1 Technology, during February's user showcase webinar Demonstrating Client Value through Dynamic Dashboards. Jeremy and his team at SI Technology have successfully utilized this Executive Business Review dashboard to enhance their data-driven decision-making processes with clients. By using the parent-child dashboard feature in BrightGauge, they are able to roll out and manage dozens of client dashboards seamlessly, creating a culture of transparency and accountability. The Parent-Child Dashboard feature in BrightGauge simplifies the process of creating multiple client dashboards while maintaining consistency across all of them. In this particular case, the Executive Business Review Dashboard acts as the parent dashboard template. Any changes made to the parent dashboard will automatically cascade down to the attached child dashboards, ensuring uniformity throughout. Executive Business Review Dashboard - view here. Here are some featured metrics: Ticketing Information - This section provides a high-level overview of support interactions throughout the quarter, shedding light on ticket volume, what types of tickets are being opened, who is opening tickets. The drill downs (not showcased on the public dashboard) provide details on each ticket's resolution efficiency. SLA Trends - Service Level Agreements are critical benchmarks for measuring service quality. The SLA Trends section analyzes adherence to their agreements, highlight areas of success and potential improvement. Managed Devices - Managing devices data is central to ensuring operational efficiency and security. This segment of the dashboards offers insights into device inventory, performance metrics, and patch compliance statuses. Thank you, Jeremy, for collaborating with us and sharing these great metrics! Recreate in your BrightGauge Executive Business Review Dashboard (public view link) Executive Business Review 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!
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Dashboard of the Month: Customer Care Dashboard

Understanding your customers' needs and being proactive in addressing them is the cornerstone of successful customer care. By staying ahead of expectations and actively engaging with your customers, you not only meet their immediate needs, but also position yourself as a trusted partner in their long-term success. This Customer Care Dashboard, shared by Megan Ingala, the Controller at Watchmen Security Services, is crafted to offer an insightful perspective on your customers' metrics, empowering you to take a proactive approach to delivering exceptional services. Watchmen Security Services uses the filters feature in BrightGauge to quickly filter their dashboards by client to easily see their current metrics. Filters can also be effectively employed to refine searches, allowing for the targeted exclusion of boards and ticket owners. Within the set of common key metrics, you'll find insights such as the average age of tickets, the ratio of opened to closed tickets, member efficiency, non-billable hours, weekly invoicing, and attrition. These metrics are exclusively derived from the ConnectWise PSA platform. Recreate this Dashboard in your BrightGauge account: Customer Care Dashboard (public view link) Customer Care Dashboard Buildout Key Customer Care Dashboard - view here. Want to see more of Watchmen Security Services' work? Megan has been featured in our November showcase webinar on Maximizing Business Success: Unveiling the Power of Sales and Financial Dashboards. Tune in to gain valuable insights from peers, offering advice and a glimpse into a selection of their team and individual dashboards. Thanks again, Megan, for collaborating with us and for sharing some of the ways you and your teams have been able to use BrightGauge to drive data-informed decision-making at Watchmen Security Services. 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!
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Dashboard of the Month: Client-Facing Executive Dashboard

Clear communication between an MSP and their clients is crucial not only for managing expectations but also for reinforcing the value of the services provided. This Executive Dashboard, shared by Joe Hatton, the Director of Cloud Services at Structured Communication System, is designed to provide clients with a one-stop shop for ticket and device management. It also empowers clients with the knowledge they need to pulse-check their organization's technical health at any time. Structured Communication System uses the parent-child dashboard feature in BrightGauge to quickly and consistently roll out a new client dashboard per client during the onboarding phase. While the subset of services can vary slightly, by having a few parent templates ready to use, you can begin showing the value of your services immediately to new clients. Among the shared key metrics are open and stale tickets, missing patches, supported devices, and server utilization percentages. These metrics encompass data from both ConnectWise PSA and ConnectWise RMM and are presented in a single pan of glass. Recreate this Dashboard in your BrightGauge account: Client-Facing Executive Dashboard (public view link) Client-Facing Executive Dashboard Buildout Key Client-Facing Executive Dashboard - view here. Want to see more of Structured Communication Systems' work? Joe has been featured in our October showcase webinar on Harnessing Metrics to Streamline Managed Service Operations. Tune in to hear peer advice, and to get a peek at a few of their other team and individual dashboards. Thanks again, Joe, for collaborating with us and for sharing some of the ways you and your teams have been able to use BrightGauge to drive data-informed decision-making at Structured Communication Systems. 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!

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