The BrightGauge Blog

Managed Service Providers (MSPs) play a vital role in ensuring the smooth functioning of their clients' IT infrastructure. One effective way for MSPs to showcase their worth and maintain transparency is by crafting monthly client reports. These reports can spotlight important metrics around ticket volume, response and resolution times, and customer satisfaction ratings, illustrating their dedication to meeting service level agreements (SLAs). For June's Report of the Month, we are excited to present a Service Desk Summary Report inspired by a recent User Showcase Webinar on Client Reporting Excellence featuring Scott Kingston, the Service Delivery Manager at Spark in New Zealand. This 30-day summary offers a comprehensive view of the services delivered in the past month. Utilizing dynamic filtering capabilities in BrightGauge, this report can also display data from the previous month, tailored to your reporting preferences. Scott and his dedicated team at Spark NZ diligently distribute their Caretaker Plus Service Desk Report on a monthly basis, providing both interactive drill-down features and a downloadable PDF version for convenience. These reports offer a detailed backdrop for their regular meetings and consistently showcase the tangible advantages and improvements facilitated by Spark's exceptional services. This not only validates their pricing structure but also strengthens their reputation as a reliable and valued partner. Service Desk 30-Day Summary Report - view here. Here are some featured metrics: Ticketing Information - This section offers a concise overview of active tickets, the 30-day history of both open and resolved tickets, and key performance indicators such as resolution rates and customer satisfaction scores (CSAT). Ticket Trends - This section categorizes tickets to easily identify trends. For instance, metrics include tickets by type, subtype, item, source, and ticket opener. Additionally, it provides insights to highlight potential problematic tickets, such as those with extensive time entries and an aging ticket summary. Open Projects & Managed Servers - Concluding the report with a brief summary of ongoing projects and the effectiveness of managed servers opens up avenues for further improvements and additional tasks to be explored. Thank you, Scott, for collaborating with us and sharing your Caretaker Plus Service Report template! Recreate in your BrightGauge Service Desk 30-Day Summary Report (public view link) Service Desk 30-Day Summary Report 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!

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!

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!

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!

In the fast-paced world of Managed Service Providers, understanding your customers is everything. Success depends on the ability to efficiently manage client relationships, deliver exceptional services, and keep a keen eye on financials. To help MSPs tackle these challenges head-on, the Customer Analysis Dashboard can be an invaluable asset. For the October Dashboard of the Month, we have featured a Customer Analysis dashboard shared by Jeremey Martinson, an Account Manager at High Point Networks. High Point Technology is an MSP based in North Dakota offering services to all 50 states. They specialize in managing networks, data centers, phone systems, and endpoints, with a strong security focus across all things IT. In this Customer Analysis Dashboard, Jeremey uses key metrics from different areas of their PSA into a single pane of glass. This allows them to identify their VIP customers' needs quickly and efficiently to deliver an exceptional experience. Recreate this Dashboard in your BrightGauge Account: Customer Analysis Dashboard (public view link) Customer Analysis Dashboard Customer Analysis Dashboard - view here. Want to see more of High Point Network’s work? Jeremey has been featured in our September showcase webinar on Effective Dashboards for Enhancing Client Partnership and Efficiency. Make sure to check them both out for additional peer advice, team and individual dashboards, and quarterly business review examples. Thanks again, Jeremey, 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 High Point Networks. 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!

The client onboarding process is a crucial opportunity to establish trust and confidence with new clients. A successful onboarding sets the foundation for a positive and long-lasting relationship. However, many MSPs face challenges due to unexpected mishaps and miscommunications during this pivotal moment. To excel in your business, it is essential to implement a system that anticipates and prevents major pitfalls. One of the most effective strategies for MSPs is to meticulously review, verify, and audit their work. Introducing the RMM Onboarding Audit Dashboard, our featured Dashboard of the month. This dashboard, developed in partnership with a ConnectWise RMM subject matter expert and partner success manager, focuses solely on RMM data. It serves as a valuable tool for onboarding engineers and Team Leads, supporting them throughout the onboarding phase. The purpose of this dashboard is to proactively assess the work, allowing your team to validate their progress even before the onboarding process is complete. Check out the RMM Onboarding Audit Dashboard - view here. Recreate this dashboard in your BrightGauge Account: RMM Onboarding Audit Dashboard RMM Onboarding Audit Buildout Key By utilizing the dashboard, you can effectively pinpoint areas of concern that may have been overlooked, such as subpar server performance, missing backups, or desktops and servers without critical patches or antivirus installations. These valuable insights enable you to take proactive measures and promptly address any issues, whether by involving your team or notifying customers to take necessary actions. This proactive approach guarantees a smoother onboarding experience and facilitates the timely resolution of potential problems or gaps. It ensures that all requirements are met before the site is officially deployed, minimizing disruptions and maximizing the success of the onboarding process. Looking for an audit report example that uses PSA data as well? Check out this Onboarding Audit Report, shared by long-time BrightGauge Anne Schoolcraft, a professional EOS Implementer and the President of A Couple of Gurus. Make sure to also visit our library of more report and dashboard templates, and please feel free to reach out to success@brightgauge.com with any questions!

As an MSP, tracking the right KPIs is essential to understanding how well your business is performing. By regularly reporting on their service delivery processes, TSPs can identify areas of strength and improvement. BrightGauge dashboards with functional filters assist in tracking service desk ticket volume, response times, SLA compliance, employee productivity, and utilization. By sharing this information with your clients, you can build trust and transparency and demonstrate the value of your services. For this month's blog edition, we are featuring an Internal Client Dashboard inspired by May's user showcase webinar Functional Dashboard Filters for Analyzing Team Performance with Evan Dumouchel, the VP of Operations at Interlaced. The metrics shared are used at Interlaced to help teams effectively communicate results to clients. Interlaced is a technology services provider that empowers small and medium-sized businesses across the country to work in harmony with technology, enabling them to achieve their missions. They offer a range of services, including Onboarding and offboarding, End User Support and Mobile Device Management. Interlaced helps businesses achieve their technology goals and drive growth through technology. This internally-used client dashboard provides a comprehensive overview of clients' current health and performance. Interlaced uses it to monitor and manage metrics frequently asked for by clients. They have also created functional filters that allow them to search for specific clients or various date ranges in one click. This enables them to find crucial data quickly and accurately. Check out the Internal Client Dashboard - view here. Recreate this dashboard in your BrightGauge Account: Internal Client Dashboard Internal Client Dashboard Buildout Key Thanks again to Evan for collaborating with us and for sharing the unique ways you leverage dashboard filters for analyzing team performance and client metrics! 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!

Similar to any other Solution Provider business model, how MSPs calculate and present their prices indicate how well they understand both their profit model and their ability to convey value in the selling process. Higher operational maturity MSPs realize that their services merit the customer buying only the fullest package. They also have a better understanding of their true costs, which results in a considerably higher fee than the same services offered by the lower operational maturity MSPs. While it may seem easier to out-price your peers, because of the service quality and better ability to convey value, the more expensive MSPs actually close significantly more agreements though still selling to the same customer profile. In last month's CEO Growth & Profit webinar, Foundational Excellence: Pricing and Packaging Like the Top Performers, Rob Bufano, the Service Leadership Solutions Director, reviewed Managed Services pricing methodologies. He shared how the top quartile of MSPs are creating very detailed, granular pricing models behind the scenes, while simultaneously presenting their prices in easy-to-read simple formats for their clients. By watching this webinar recording, you'll understand: The basics on the OML trait: Pricing and Packaging The different Managed Services Pricing models What value-based pricing is Cost structures you should be evaluating and how often How your pricing, packaging, and discounting effect your margins * Note: If you are hungry for more knowledge after this webinar series, we recommend checking out SLIQ, a Service Leadership Operational Maturity improvement product. In tandem, consider joining an Evolve peer group to take your business to the next level. Lastly, while not discussed at length in this webinar, you may also want to read How to Successfully Raise Prices and watch the Path to Success webinars on the ConnectWise University as your next steps. We're here to help! Schedule a confidential 1-hour session with a partner success manager at no cost to walk through creating a basic value creation strategy. We will also discuss your ownership mode, key profitability metrics, and a few ways you can improve your operational maturity level. Reserve your place now! NOTE: Spaces are limited. If you cannot schedule a meeting using the link provided, email us for additional options on how we can help. If you didn't have a chance to tune in to the CEO Growth & Profit series live, the Partner Success team combined forces with Service Leadership to bring MSP owners, CEOs, and executive leadership teams loads of valuable content across 10 webinars. The series is dedicated to helping you quickly determine how you're performing on the biggest financial drivers in your business. Taking it a step further, we also packed each webinar with practical guidance on how to improve sub-optimal business practices by adopting the proven methods of best-in-class. Check out all of the webinar recordings in this series: CEO Growth & Profit Topic Expert Watch Now! Making Service Profitability Decisions the Way the Top Performers Do Paul Dippell, Founder, Service Leadership https://bit.ly/service-profitability Making Sales Investment Decisions the Way the Top Performers Do Rob Bufano, Service Leadership Solutions Director bit.ly/sales-investments Tracking your Financials the Way the Top Performers Do Rob Bufano, Service Leadership Solutions Director bit.ly/tracking-financials Key to Success: Knowing your Ownership Mode Brad Schow, VP, Consulting Services, ConnectWise bit.ly/ownership-mode Getting to Goal: Knowing your Value Creation Strategy Brad Schow, VP, Consulting Services, ConnectWise bit.ly/value-creation-strategy Getting to Goal: Putting your Value Creation Strategy into Action Brad Schow, VP, Consulting Services, ConnectWise bit.ly/value-creation-action Foundational Excellence: Choosing your Target Customer Profile Peter Kujawa, VP, Service Leadership & TSP Evangelist https://bit.ly/target-customer-profile Foundational Excellence: Driving Technology Standards Peter Kujawa, VP, Service Leadership & TSP Evangelist https://bit.ly/technology-standards Foundational Excellence: QBRs as your Scale Engine Peter Kujawa, VP, Service Leadership & TSP Evangelist https://bit.ly/QBRs-scale Foundational Excellence: Pricing and Packaging Rob Bufano, Service Leadership Solutions Director https://bit.ly/pricing-packaging To watch previous webinar recordings, use the links above or visit our webinars page. Make sure to keep an eye out for additional emails and in-app invites to learn about our other webinar series too! As always, we love your feedback and your questions, so shoot our success team an email any time!

A quarterly business review (QBR) is a recurring meeting between a company and its clients where they discuss service delivery, satisfaction, and future expectations. For MSPs, quarterly business reviews provide a opportunity to truly become their clients' strategic technology advisors. They enable MSPs to deliver the highest value by becoming an active player in the IT budget planning. When these quarterly meetings are done right, they'll also enhance your relationship with the right people within your clients' organizations, naturally improving retention. That's why top performing MSPs have mastered the art of conducting value-driven QBRs. In last month's CEO Growth & Profit webinar, Foundational Excellence: QBRs as your Scale Engine, Peter Kujawa, VP of Service Leadership and TSP Evangelist, reviewed the components of a successful quarterly business review. Peter also reviewed how to effectively plan and pay for QBRs in a way that will simultaneously strengthen your relationships and improve profitability. By tuning in, you'll receive pointed advise on how to make a QBR productive and profitable, and how to squash any objections to conducting QBRs from your internal teams. By watching this webinar recording, you'll understand: The basics on OML trait: Quarterly Business Reviews Why effective QBRs are so important vCIO responsibilities and staffing levels What best-in-class include in their QBRs The components to a successful Quarterly Business Review * Note: If you have access to the ConnectWise University, check out the QBR Partner Kit. (If you are not already logged into the University, you will need to click the link twice.) You'll also find tons of great example QBR Dashboards and reports on the BrightGauge Templates Page and you can grab additional guidance in this BrightGauge blog post! We're here to help! Schedule a confidential 1-hour session with a partner success manager at no cost to walk through creating a basic value creation strategy. We will also discuss your ownership mode, key profitability metrics, and a few ways you can improve your operational maturity level. Reserve your place now! NOTE: Spaces are limited. If you cannot schedule a meeting using the link provided, email us for additional options on how we can help. If you didn't have a chance to tune in to the CEO Growth & Profit series live, the Partner Success team combined forces with Service Leadership to bring MSP owners, CEOs, and executive leadership teams loads of valuable content across 10 webinars. The series is dedicated to helping you quickly determine how you're performing on the biggest financial drivers in your business. Taking it a step further, we also packed each webinar with practical guidance on how to improve sub-optimal business practices by adopting the proven methods of best-in-class. Check out all of the webinar recordings in this series: CEO Growth & Profit Topic Date/Time Expert 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 watch previous webinar recordings, use the links above or visit our webinars page. Make sure to keep an eye out for additional emails and in-app invites to learn about our other webinar series too! As always, we love your feedback and your questions, so shoot our success team an email any time!

First comes the target customer profile, then comes driving technology standards. In last month's CEO Growth & Profit webinar, Foundational Excellence: Choosing your Target Customer Profile, Peter Kujawa, VP of Service Leadership and TSP Evangelist, shared why and how to define your target customer profile (TCP). With a well-defined TCP, you will be better positioned to develop, adopt, and enforce technology standards with your clients. Building upon that previous webinar, this month we met up with Peter Kujawa again for Foundational Excellence: Driving Technology Standards. In this CEO Growth & Profit webinar, Peter showcased how narrowly defined technology standards launch a domino effect of improved efficiencies. However, in order to leverage your tech tack to reduce complexity and improve profitability, you'll need a plan of action! Peter provides tips from the best-in-class on how to employ and update your technology standards. Taking it a step further, Peter also provides suggested solutions for common pain points around constructing and maintaining those standards. By watching this webinar recording, you'll understand: What technology standards are and why they're so important The impact your technology standards have on staffing costs How to implement your tech stack Ways to maintain your standards during supply chain issues * Note: If you want to learn more about Technology Stack Standardization after this webinar, check out this great article from Service Leadership! We're here to help! Schedule a confidential 1-hour session with a partner success manager at no cost to walk through creating a basic value creation strategy. We will also discuss your ownership mode, key profitability metrics, and a few ways you can improve your operational maturity level. Reserve your place now! NOTE: Spaces are limited. If you cannot schedule a meeting using the link provided, email us for additional options on how we can help. If you haven't tuned in to the CEO Growth & Profit series yet, the Partner Success team has combined forces with Service Leadership to bring MSP owners, CEOs, and executive leadership teams loads of valuable content across 10 webinars. This series is dedicated to helping you quickly determine how you're performing on the biggest financial drivers in your business. Taking it a step further, this series also provide practical guidance on improving sub-optimal business practices by adopting the proven methods of best-in-class. Check out all of the webinars in this series: 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 above or visit our webinars page. 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. As always, we love your feedback and your questions, so shoot our success team an email any time!