This report was created based on the Client Heartbeat Report and other KPIs shared by James Oberhaus of CPI Solutions in our May 2021 User Showcase Webinar: Tracking Key Activities + Custom Dropbox ...
This report was created based on the Client Heartbeat Report and other KPIs shared by James Oberhaus of CPI Solutions in our May 2021 User Showcase Webinar: Tracking Key Activities + Custom Dropbox Data. What it shows A review of team performance and client feedback. The top portion of the report is meant to drive discussion based on survey responses and a review of the three questions asked of their customers each month (or at your own cadence): Response - How satisfied are you with the speed & efficiency at which we are able to respond to your requests? Communication - How satisfied are you with the level of communication during the support process? Detail - How satisfied are you with our attention to detail? Other KPIs of note: One Touch Resolution % High Priority Ticket Count Average Time to Resolution Stale Ticket Count Breached Open Tickets and more ticket trends to track long tail changes Client Heartbeat Report - view here When is it useful The CPI Solutions team chooses to review this around the 15th of every month. A regular cadence is great for keeping on top of any changes in service and sentiment. Check out the full webinar, Tracking Key Activities + Custom Dropbox Data, for some additional great tips on how to customize some of the data you work with to see more granular details. If you want to recreate and customize this report for yourself, check out the links below: Client Heartbeat Report (public view link) Client Heartbeat 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!
As we move through 2021, as vaccination numbers rise, as businesses return to capacity, as concerts return, it’s inevitable that we will revisit the discussion regarding remote work. Many businesses are in the throes of determining when, and whether, employees will be returning to the office full time. However, research suggests that 25-30% of the workforce will remain, on at least some days, remote. Given that statistic, it’s only natural that businesses begin to explore the best ways to maintain the productivity, collaboration, and engagement given the new remote landscape. In fact, employers assert that one of the primary reasons for in-office interactions is to maintain corporate culture and employee engagement. Given that priority and the demand for remote work situations, it’s clear that employers will need the right tools, like dashboards, to help them maintain the successes we’ve seen over the last year. Quick Links What is employee engagement? Why is employee engagement important? Why remote teams struggle with engagement What is dashboard reporting? The benefits of dashboard reporting for remote teams Keep your workforce aligned with BrightGauge's Dashboards What is employee engagement? Employee engagement gauges, both qualitatively and quantitatively, the experience of employees with the organization where they work. Further, it’s important to distinguish between employee satisfaction/happiness and employee engagement as the two are not the same thing. More specifically, an employee can be satisfied with their job, but still not feel connected to the work they’re doing or the organization. Employee engagement really looks at the emotional and psychological connection to a workplace. That connection then translates to an employee’s willingness to put in significant effort to achieving overall business goals (beyond individual goals). Why is employee engagement important? While many businesses focus on employee satisfaction and engagement is certainly impacted by happiness, engagement is a far better indicator of employee and organizational health than satisfaction for a variety of reasons. In fact, employee engagement can do the following: 1. Improve productivity Especially when we’re looking at remote work where productivity has been a concern, one way to keep employees productive is to keep them engaged. Engaged employees want to do the work and that drives them to work harder, look for more efficient ways to complete tasks, collaborate more, and search for solutions to business obstacles or friction points. More specifically, engaged employees are 17% more productive. Further, increased productivity then drives your bottom line. In fact, businesses with engaged employees are 22% more profitable. 2. Reduce employee churn Training new employees takes time and money. Sometimes, it can delay or postpone client work and, overall, reduces how effective your business can be in delivering the goods or services you provide. However, engaged employees are far less likely to leave. Specifically, companies with highly engaged employees are able to reduce employee turnover by as much as 31%. 3. Reduce absenteeism In addition to keeping employees from leaving permanently, highly engaged employees are also more likely to show up daily. Research shows that simply engaging employees may result in a 41% reduction in absenteeism. 4. Improve bottom line It’s not just hiring and training costs. Low employee engagement can create productivity slowdowns and low morale which impacts U.S. business to the tune of $450-550 billion a year. In short, keeping employees engaged is a smart financial move. 5. Improved morale You’ve likely seen it before, and we’re hinting at it above, engaged employees who are excited about their workplace and are invested in business goals are more likely to be energized. In turn, this impacts the teams and employees around them. We’ve all likely worked with someone who’s “checked out” and that person tends to drag a team down. Engaged employees are cheerleaders and help motivate others around them. Despite its importance, Gallup research suggests that nearly 51% of employees are not engaged at work. Considering the importance and what appears to be a failure to make strides in employee engagement, how can businesses, working remotely, improve employee engagement? Why remote teams struggle with engagement It’s really pretty simple. Employee engagement is about connection and connection is fostered in a variety of ways, but, according to Gallup, one of the most important factors is the relationships we form at work. As one can imagine, remote work has had a significant impact on our ability to build and maintain work relationships. One of the biggest impacts has been on the informal interactions we have with our co-workers. Research suggests that these informal moments, passing in the hall, gathering at someone’s desk briefly, grabbing coffee together, etc., are the foundation for many of the stronger relationships we build at work. Further, face-to-face communications are still a stronger way to communicate and for us to understand one another through expressions and body language. Many of us have been party to a misunderstanding through electronic communication and these small miscommunications can have a larger impact on our relationships. However, other research suggests that some of the stronger relationships created at work have been reinforced by remote work as “work friends” actually make an effort to stay connected. And, it’s important to note, that there is quite a bit that can be done to improve engagement in a remote work environment and that largely has to do with team leaders and management ensuring that teams stay connected, communicative, and collaborative. That means leveraging every tool available to them, such as dashboards which can keep teams connected to their cooperative goals and objectives. What is dashboard reporting? Dashboard reporting is a technology tool that allows team leads to collect data from various sources and place it into a single, easy-to-review report or data dashboard. The dashboard reporting tool typically has some built-in integrations with other data collection solutions, such as customer relationship management (CRM) software, website analytics tools, employee productivity monitoring tools, and the like. Dashboard reporting tools pull data from the integrated software to display it on a data dashboard or report—which is often accessible online. The benefits of dashboard reporting for remote teams So, how can data dashboard reporting tools help remote workers collaborate more effectively and stay aligned with their business’ goals? Here are a few of the ways that using data dashboards with remote teams can help: It puts all of your analytics in an easy-to-manage location. One of the big challenges of remote work is being able to track the performance of employees in real time. A data dashboard tool allows companies to monitor employee performance metrics and see where employees are doing well and where they’re struggling. Public dashboards can encourage competition. When multiple employees can see a “leaderboard” of who is ranking high for specific metrics, it can help to keep them informed and encourage some competitiveness. This drives results by keeping employees motivated to beat their peers. It can keep management alerted to major performance issues. With the ability to set custom alerts, team leaders can program thresholds for certain performance metrics that, if exceeded, will generate an alert. This allows team leaders to make course corrections with employees in real time, even when everyone is working remotely. You can set goals for both individual and team performance. One of the issues with having remote employees is that it can be hard to keep them aligned with the company’s primary goals. With online data dashboards, managers can provide employees with clear success targets they can work towards. Online data dashboards are both a critical performance management tool for team leaders and a motivational tool for employees. By tracking key performance indicators (KPIs) and showing them to employees, dashboard reporting tools help remote workers stay on track with their goals. Keep your workforce aligned with BrightGauge’s dashboards BrightGauge’s data dashboard tool is the perfect solution for keeping employees aligned with your company’s goals, even when they’re working remotely. With BrightGauge, you can: See all of your most important KPIs in one place thanks to our extensive list of integrations; Check on individual team member’s activity and performance with custom gauges and filters; Create leaderboards for employee performance to stimulate healthy competition; Make remote 1:1 meetings more effective with employee-specific data dashboards; Get alerted to critical performance issues with custom alerts; Make data-driven business decisions based on actual performance data from the dashboard; Collate easy-to-interpret monthly reports automatically to share with employees, management, and/or customers as needed. If you're ready to talk about how BrightGauge's business intelligence tools can help your remote team thrive, get in touch with our team today!
Even if you’re Steph Curry, a 7-time all-star, two-time league MVP, record holder for scoring in your college conference, and single season three-point record holder, you still don’t get to be an NBA champion for 3 seasons (2015, 2017, 2018) without a team. In fact, at one point, Curry, of the Golden State Warriors, also led the league in “secondary assists” which means even with his individual achievements, he knows when to pass the ball and when to rely on his team. While it may not be an NBA championship you're looking to win, we don’t need to draw out the analogy to see the parallels between your business and a professional sports team. It’s likely each individual member of your team has larger career goals as well as goals within your company and goals within their team. However, good managers (or good coaches) can align those goals with larger team goals so that everyone works together to be successful. Quick Links How are team goals different from individual goals? Why are team goals important? How to set team goals 20 examples of team goals to use in your business How BrightGauge's Goals can help you set and track team goals How are team goals different from individual goals? As is clear from the analogy above, individual goals are reflections of an individual’s objectives in relation to their role, whether that’s within their career, business or team. For example, as an individual, my goal may be to convert 3-5 leads over the course of the next few months. While that goal may also contribute to the team or business’s overall goals, the motives behind it may be quite different. What drives an individual to achieve an individual goal may be quite different from what motivates them to participate in team goals. In contrast, team goals are centered around what will make the team, as a whole, successful. While individual goals may contribute, individual goals may also be outside of the realm of team objectives. If we take the example above, it would fit in with team goals if the overall team objective was to, across multiple team members, convert 15-20 leads over the course of the next few months. However, it is wholly possible that a team goal might be to reduce customer churn and, in that case, that individual goal may not align. Why are team goals important? A good number of articles on the internet discuss the reasons why teams might fail, but not many of them look at how we understand and value team goals as one cause. In other words, sometimes we set team goals because we’re expected to, without really understanding the value of the goals themselves (beyond the objective) and the way they can impact your team and their successes, both team and individual. 1. Goals provide focus and direction Setting S.M.A.R.T (Specific, Measurable, Achievable, Relevant, Timely) goals helps your team stay on track. In addition to breaking down a longer-term goal into benchmarks, providing a clear end goal helps your team stay focused on what it is they’re hoping to achieve. In fact, 97% of executives and employees agree that lack of focus or direction is the reason team goals fail. Additionally, that focus improves your productivity, the quality of the work you produce, and can reduce stress. 2. Goals help you identify friction points Let’s be honest. We don’t always achieve goals. However, if we don’t have goals at all, we’ll never know if we’re off track. Further, if you’re missing benchmarks, you can start to identify the friction points. Does the team need more resources? Where can you add more support? With any luck, early identification of obstacles can assist in reaching the larger objective even if a benchmark is missed. 3. Goals are a great way to recognize and celebrate achievements Everyone likes to win. It can be motivating and inspire you to keep going even if a job has been tough. Recognizing teams and individuals can also be crucial to fostering company culture and keeping employees driven and engaged. In fact, 54% of employees said this kind of recognition and group celebration is what kept them at a company. 4. Goals provide meaning to the work Some times, some days, it’s really easy to get bogged down by tasks, by the daily grind of a job. When there’s a pile of paperwork (even if it’s digital), emails to answer, problems to troubleshoot and resolve, and failures or obstacles, it’s easy to forget why you’re doing something. Goals, particularly when they’re clear, established, discussed among the team, can serve as a reminder that the tasks are leading you and your team to a larger goal, a bigger picture. 5. Goals can be motivating and confidence building Who among us hasn’t made a list, put something we’ve already completed on said list, and then crossed it off just to get that feeling of satisfaction and completion? Goals are motivating in the same way. There are few things that energize a team, provide the drive that helps individuals ask “What’s next?” and builds confidence in your team’s ability to achieve and to work together like meeting (or crushing) a goal. How to set team goals When setting goals for ourselves, we’re keenly aware of our overall objectives balanced with our abilities. We can factor in how we respond to challenges, how we respond to stress and deadlines, and how agile we are when goalposts move or unexpected challenges arise. However, when working with a team, it’s just not that straightforward. Not only do you have more moving parts that need to sync up, but several of those other factors can play in, as can interpersonal relationships. Therefore, it’s worth considering a few things when setting team goals. 1. Remember S.M.A.R.T. goals It’s easy to, especially if a team is energized, want to set a lofty goal to start. However, it’s more helpful if you think of it as something akin to a New Year’s Resolution. The resolutions that fail are the ones that lack specificity, aren’t realistic, and then begin with someone biting off more than they can chew. Further, you’ll want to keep them measurable and achievable. Your team will start off on great footing if the first goal you set is small and achievable within the time frame you set. It’s good to set a long-term goal, but focusing in on smaller goals that will lead you there will lead to success. 2. Communicate and align This seems pretty obvious but, quite often, poor communication or miscommunications are the reasons objectives are not achieved (in addition to other impacts on a business). For some teams this may mean weekly sync ups, emails, reporting, or using a dashboard tool to keep everyone aligned. In fact, research supports the concept that tracking and monitoring progress is a vital part of achieving goals. When there’s a team involved, effective communication among the team means that everyone is able to monitor progress and reap the benefits of tracking. 3. Build in incentives and praise As mentioned above, goal setting is an excellent way to recognize and celebrate achievements which, in turn, motivates people. In fact, even deciding on what those incentives may be is a great team building tool. Further, research suggests that praise, when deserved rather than being empty words, has significant power to motivate people and realign them with the goals, the team, and the organization. 4. Goal set as a team We hinted at it above, but one of the best ways to ensure your team is successful is through team building activities. These activities improve relationships, and communication, help define roles and responsibilities, and clarify tasks and expectations. Additionally, setting goals as a team allows everyone to feel a part of the process and encourages buy-in which can be vital to focus, direction, motivation, and success. 5. Build in individual goals If buy-in is important, one of the best ways to achieve that is to find ways to align an individual’s goals with the team’s. The added benefit here is that it forces a conversation with individuals about what their goals might be for career growth, especially within your organization. From there, you can work together to find ways to create individual goals that will help achieve team and business goals as well. 6. Be agile Many business landscapes are constantly evolving, whether that’s within your organization or within your industry. As such, some goals may become unattainable or obstacles to success may be beyond your control. It’s important, for that reason, to remain agile and adaptable and discuss this with your team. It’s important to establish that some goals may be missed and that’s okay as the work to get there is still valuable. If you’ve started with small achievable goals, a missed goal will not be confidence or motivation shattering. 20 examples of team goals to use in your business Obviously, your team goals will depend upon your teams, their roles within your organization, overall business goals, and current initiatives or changes within your business. Further, it’s important to keep in mind that these are collective goals and achievable only as a team, though individuals can find personal goals to weave in. Sales Team Goals Increase customer lifetime value through product or service upsells Increase MRR by a set percentage Reduce customer/client churn Increase the number of qualified leads month-to-month Service Team Goals Reduce response time Increase opportunities for customer/client feedback Decrease onboarding time Decrease trouble resolution time Leadership Team Goals Improve utilization rate Initiate employee incentive program Improve employee engagement through activities or events Improve communication around larger business objectives Operations Team Goals Initiate new tech/application training program Institute or audit file storage conventions Evaluate workflows with goal of decreasing time for deliverables Identify performance gaps and establish policies/procedures to address them HR Team Goals Track and/or establish team training Identify causes for employee churn and work to reduce Initiate employee health/exercise program Create recruitment pipeline opportunities/outreach How BrightGauge's Goals can help you set and track team goals We’ve established that goals are crucial and their benefits enormous. We’ve looked at steps to set them and ideas to implement. We’ve asserted that monitoring the goal is just as important as setting. Now we move on to the coaching role. While Curry and his teammates certainly have the talent and the skills to achieve and win, there’s also a coach who’s providing insights, tools, and oversight. Your team leaders are no different. They need the tools to communicate, to provide progress reports, to track successes and slow downs, and to adjust the “playbook” according to all that data. That’s where BrightGauge comes in. With a variety of customizable tools designed to help you set goals; gather all your important data in one place; provide clear, complete, and actionable visualizations of relevant metrics; facilitate reporting and keep teams, both large and small, aligned and connected; BrightGauge’s solution is designed to help your team succeed, regardless of the goal. If you’re ready to lead your team to success, get in touch with our team today. We’re ready to help you meet your goals.
In 1967’s The Graduate, McGuire pulls Benjamin aside and offers one word of advice, “Plastics.” Even considering the symbolic meaning of the advice, were the same film made in 2021, the one word would, without a doubt, be “data.” More than most people know, data, and big data, has a huge impact on everything we do from our daily lives to our businesses. Often, the ability to leverage the data collected, to analyze it effectively and turn it into business strategies and successes, is the difference between winning and losing in a competitive marketplace. Therefore, the applications we use to gather, report, and analyze that data are the essential tools of the workplace. Quick Links What is business intelligence & why is it important? What are business intelligence tools? 5 benefits of using business intelligence tools What is business intelligence and why is it important? In short, business intelligence is the collection, reporting, presentation, and analysis of data from various sources (software, applications, services) that informs a business. The end goal is strategic and data-driven decisions. How a business makes decisions is fundamental to its success. Data driven decision making allows an organization to view data as it comes in, compare it to historical and market data as well as other data sources, and make decisions that can: Identify friction points for customers, clients, or team members Prepare for and predict historical market fluctuations Assess market competition Track employee performance Monitor SLA benchmarks Improve processes and operations Identify potential revenue streams or opportunities What are business intelligence tools? If business intelligence is the data collected, reported, presented, or analyzed, business intelligence tools are the method by which those actions happen. This includes the applications, software, and services that provide and present the aggregated data in a structured and useful way. There are a variety of ways these tools present the data including: Dashboards Gauges Visualizations (like maps) Reporting Data Mining OLAP (online analytical processing) ETL (extract-transfer-load) Of these tools, dashboards and visualizations are the most popular and most easily used. As we are visual creatures, these tools are most popular as they provide the data quickly (literally at a glance) and allow users to leverage other visual tools (like design and layout) to facilitate fast identification of needed data. In fact, these tools are so important that Business Intelligence Analyst is a career with considerable growth expected in the next few years. Part of the reason for that growth is that many BI tools require statistical and analytical skills as well as programming, coding, and advanced software skills. As a result, some business intelligence tools can be complex and difficult to use without specialized knowledge. In contrast, BrightGauge’s business intelligence solution allow end users to work “out-of-the-box” with pre-built gauges and automated reporting features that make your business intelligence efforts...well..effortless. In fact, BrightGauge's tools require no coding, no SQL knowledge, and can be used by anyone on your team. That kind of versatility means your team is ready to make insightful data-driven decisions, the kind that strategically grow your business, right away. 5 benefits of using business intelligence tools By this point, hopefully it’s clear that there are benefits to using business intelligence tools to help drive tactical and strategic business decisions. But, let’s take a closer look at what those benefits are. 1.Data-driven decisions Having real data on customer, client, or even employee responses to initiatives lets your organization gauge their success, respond in an agile way, and determine whether similar initiatives will help meet business goals. For example, if data suggests that, historically, sales of a particular item increase during a specific month and then wane in another, you can strategically respond to those fluctuations with offers and pricing adjustments to increase sales or revenue. 2. Improved customer experiences By tracking KPIs related to customer satisfaction or success, or for an MSP tracking response time of technicians, your organization can improve customer experiences. This kind of data is also what we see on major e-commerce sites that recommend products and services similar to what we’ve already purchased or been perusing. In that way, the benefits of business intelligence tools can benefit you whether your organization sells a product or a service. 3. Improved employee experiences There’s no big secret to employee satisfaction. Employees want to feel seen, heard, and connected. A great way to do that is to use BrightGauge’s goals tool and share dashboards with employees to allow them to track progress and successes. You can even send automated reports to your team to keep them engaged and interested. There’s a direct correlation between employee engagement and employee satisfaction and business intelligence tools can help you strengthen that connection! 4. Competitive advantage As noted briefly above, one of the best advantages of business intelligence tools is the access to historical and competitor data. Analyzing both of these allows you to prepare for market forecasts, recognize service or product gaps, and present solutions to the market when needed. Similarly, in the case of individual customers or clients, use your business experience to proactively recognize patterns or trends and offer services to your clients before they even know they need it. 5. Improved efficiency on multiple levels Gone are the days of account managers jumping from program to program to gather data to report to a client, a superior, or even their team. Business intelligence tools like BrightGauge’s offer robust reporting capabilities, often with automation, and are a time saving measure for any team member who needs to report. Further, the ability to share dashboards with teams or individuals, means everyone can stay in alignment on goals and objectives. This kind of transparency on teams can drive productivity as all team members can gauge progress and share in the wins. If your team isn’t currently using a business intelligence tool to reap all these amazing advantages, what are you waiting for? Using business intelligence doesn't have to be intimidating. BrightGauge was specifically designed so anybody could use it. Once you get your BrightGauge KPIs and dashboards set up, you'll be on your way to deeper data insights that could truly have a positive impact on your business. Get in touch with the BrightGauge team to talk about how our solution can benefit you.
If you remember back to high school geometry, you might recall the axiom that all squares are parallelograms, but not all parallelograms are squares. Why does this matter? Because, essentially, KPIs and metrics have a similar relationship. All KPIs are metrics, but not all metrics are KPIs. While the terms are often tossed about interchangeably, failure to understand KPIs vs. metrics might mean you’re focused on the wrong measurement, creating confusion around your goals and impacting decisions the real data may not support. If you’re hoping to base your business decisions on data, then understanding the difference between KPIs and metrics is vital. Quick Links What are KPIs? What are metrics? KPIs vs metrics: How data driven businesses use both How dashboards can help you track KPIs and Metrics What are KPIs? KPIs or Key Performance Indicators are the metrics by which you gauge business critical initiatives, objectives, or goals. The operative word in the phrase is “key,” meaning they have special or significant meaning. KPIs act as measurable benchmarks against defined goals. For example, if your business goal is to increase sales by 15% over the next two quarters, the KPIs to gauge that may include, but not be limited to: new customer acquisition, customer churn, and upselling success rate. In short, a KPI can be made up of multiple metrics. What are metrics? While KPIs measure progress toward specific goals, metrics are measurements of overall business health. While they may be loosely tied to specific targeted objectives, they are not the most important metrics and may not be good guides as to whether you’re on track. In fact, some of them may be what are referred to as vanity metrics, the ones that just make you feel good, but don’t mean much, such as the number of likes a post gets on social media. However, metrics can still provide valuable data about your business. For example, you might track website visitors as a metric, but unless it’s tied to a specific key business objective, it’s a metric, not a KPI. More on that below! KPIs vs. metrics: How data driven businesses use both Why does all of this matter? You may think because you’re not a data analyst metrics and KPIs don’t matter much. But these days, with the way we work and the data-driven nature of many businesses (particularly because we have so many ways to collect data), it’s a mistake to not use the information we readily have at our disposal. Let’s start with a basic tenet: metrics support KPIs. KPIs may be made up of a variety of different metrics that give you a full picture of you or your team’s progress toward a goal. If we return to the example of website visitors, simply tracking that information isn’t a KPI — it’s a metric. But if we add a little more information to that example, we can see how it could become a KPI. If the business goal is to create 20% more sales qualified leads (SQL) over the next year, original/new website visits alone may not provide you with the data you need. However, understanding how that metric translates into other site interactions, like form completions and downloads, is vital. If analysis has created a correlation between downloads and SQLs, then website visitors and new downloads become KPIs rather than just metrics. Given that example, if new website visitors don’t translate into downloads, if the majority of downloads are coming from an email campaign, then website visits isn’t a KPI; it’s just a metric. That doesn’t mean it’s not important, as visitors might be signing up for your emails via the website, but contacts may come from a wide variety of sources. In short, you will likely still monitor website visits, but it’s not tied directly to an objective as a KPI would be. How dashboards can help you track KPIs and metrics For a data driven business, metrics are essential, whether KPIs or not. It’s how your business plans and prepares for next steps, additional goals, as well as identifying lagging performance. While the difference between KPIs and metrics is objective, there is, essentially, no change in how you should be looking at that data. It’s why dashboards can be such an effective tool for businesses. In fact, BrightGauge’s KPI dashboards empower you to choose the metrics you want to monitor and create customized dashboards. The customization process enables you to check your business’s pulse, at a glance, and share that data with individuals or entire teams, keeping everyone aligned and motivated. Further, use of the snapshot tool to create charts that measure your progress day-to-day or month-to-month allow you and your team to easily identify patterns among your metrics. That means you can proactively address friction points or build on existing successes. Again, instead of moving between multiple programs, multiple screens, and creating complex spreadsheets, BrightGauge’s tools allow you to do it all in one place, saving you time and effort. If you’d like to talk to our team about how our dashboard tools can help you monitor business metrics for your data driven efforts, get in touch with us today!
We’re excited to welcome Shagun Jain to the team as a Software Engineer! Join us in learning more about the newest member of our growing BrightGauge family. In the beginning Shagun grew up in Meerut, India - a city in the National capital region, close to New Delhi. While in high school and secondary school, Shagun developed an interest in Information Technology and, upon finishing school, was shortlisted for a renowned computer program in India. For the first time in his life, he left his comfort zone and got to broaden his horizons in Bengaluru, India - or as Shagun puts it, the Silicon Valley of Asia. While in this program, Shagun was exposed to the IT world and all the fun that comes with it, like working in big IT parks and seeing a supercomputer up close and personal. Throughout his professional career, Shagun has done it all. He's worked as a developer, quality analyst, business analyst, and product manager in service-based companies, product-based companies, and start-up environments. This diversified experience has well-prepared him to take on the BrightGauge world. Joining BrightGauge When Shagun got the opportunity to join ConnectWise, he learned that he'd be working on the BrightGauge side of the business. Reading up on our business intelligence domain, and visualization and reporting capabilities got Shagun amped up about joining the team. He's most excited to be a part of a team that is continuing to unleash the potential of our product and positively impact the MSP community. Plus, he has felt welcomed by his colleagues from the start. As he says, "A diversified culture and a global team is something you strive for anywhere you work - at BrightGauge and ConnectWise, it comes as a default." Out of office When Shagun isn't busy being a master of our product, you can find him outdoors and constantly working for a social cause in order to become a better person and to give back to society. We love how humble Shagun is, but what truly makes him a perfect fit at BrightGauge? His sense of humor! We're learning a thing or two from his GIF game!
Goals. We have meetings to discuss them, meetings to set them, meetings to track progress, meetings to evaluate them. Sometimes we even plan retreats and getaways to dedicate full days to looking at how they can drive our teams, initiatives, and planning. In fact, every organizational management book stresses the importance of goal-setting. But, goals are worthless without understanding why they work and what you can achieve with them! But, before you dive into the goals your business should be aiming for, it’s important to look at benefits any business can realize with the right goals. To start, organizational goals work to define the strategies needed throughout a company’s entire structure. Executives and management define and champion those strategies and goals themselves. Then, team goals influence the processes employed within those teams. And finally, there are individual goals which help to define workdays and dictate areas of focus for individual employees. As you can see, there’s a structure to goals themselves, and team and individual goals should be working to see the realization of the larger business goals. Therefore, it’s important to plan accordingly. Quick Links What are business goals? Why business goals are important Setting outcome and process goals Choosing between outcome and process goals Why business goals are important for MSPs How to choose the right goals to scale your MSP How to track your goals using BG's goals and dashboards What Are Business Goals? Simply put, business goals help establish the priorities for a business. Your organization should anticipate being able to meet your goals over a set period of time, and be careful to not set the bar too low, or choose something unattainable. In fact, it’s important to set S.M.A.R.T. goals (Specific, Measurable, Achievable, Relevant, Timely) even at an organizational level. These goals should be big enough that each team can see its role and can identify the goals they’ll need to reach to make the larger goal possible. For example, your MSP may set a goal of $10,000 Net New MRR each month. In order to facilitate that, team goals should contribute as well. What would contributing goals look like across marketing, sales, and customer success teams? As we all know, MRR doesn’t just steadily build. In fact, customers are often in flux and one occasionally slips through the cracks. Therefore, the customer success team goal might be to keep churn at five accounts or fewer each month. For the sales team, they’d need to calculate how many new accounts they need to reach the goal. Let’s say they need 10 new accounts at $1,000 MRR each to reach the $10,000 Net New MRR goal. However, we also want to consider organizational alignment. In other words, if the customer success team has set a churn limit of five accounts, the sales team will need to close 15 new accounts to be on the "safe" side and mindful of potential churn. At the same time, the marketing team would need to focus on the number of demo requests that must be driven to the sales team in order to close these 15 transactions. If sales closes 50% of the demos and upgrades sent their way, then for the sales team to close 15 new accounts, marketing must send them 30 demo requests. No matter what your organizational goals are, once you’re able to get all of the moving parts within your business aligned and working towards the same big-picture target, you’ll find that your business will thrive! Why Business Goals Are Important There are a variety of reasons business goals are important. Not only do they provide direction for each team, but they allow everyone to plan. As in the example above, without the larger business goal, each of those teams could create goals that don’t support one another, or the larger business. However, there are other benefits as well. Business Goals Help to Create Focus and Engagement In order for almost any organization to reach lofty targets, there has to be laser-like focus at all levels. Goals help clarify that focus and define what you are truly after. In fact, by outlining both your process goals and outcome goals (we’ll cover these in detail later in this post), you’ll ensure that your company is headed in the right direction and focused on the steps that will get you to your desired results. It’s also important to note here that goals provide task direction. During downtime when your team is looking for an action to take, task-oriented goals provide a blueprint for meaningful action. Across dozens or hundreds of employees, this targeted focus has a compound effect that drives organizations forward. Further, given that each team and each individual has a role in achieving both team and business goals, they are more likely to be invested and engaged in the process. Business Goals Help to Facilitate Accountability Having goals in place is not enough to guarantee success. A certain level of accountability needs to be maintained to ensure that goals are being met and new goals are being created to replace them. That’s why you must have a cadence for checking in with individuals and teams — it’s a vital part of keeping the motivation flowing across your company. Let’s face it, we all perform at an increased level when we have people we respect holding us to a higher standard! By encouraging accountability within your organization, your chances of success in completing small process goals and larger outcome goals are improved. Additionally, the accountability factor that’s tied to cadence is a two-way street: It highlights success and also sheds light on failures. Setting Outcome and Process Goals In most organizations, goals can be broken down into two categories — process goals and outcome goals. If you aren’t sure of the difference, here is an easy way to remember them: Outcome Goals - What you want to achieve Process Goals - The steps or actions you must take to help you attain the outcome goal If you’ve read Traction or are familiar with EOS (Entrepreneurial Operating System) Worldwide, then think of your scorecard as your process goals. Your company priorities, or outcome goals, are what they refer to as rocks — these are must-have goals destined to get completed due to their importance. Rocks may be company-wide or individual goals. Their scope isn’t what defines them; their importance is. For instance, let’s say you have a goal of obtaining 10 new paying clients in a given month. This is a perfect example of an outcome goal. However, landing those clients is outside of your control because whether or not you are able to sign those clients depends upon a myriad of other factors including competition, scheduling issues, and yes — even a bit of luck. That isn’t to say that you shouldn’t set an outcome goal for yourself. They are, after all, the end desire you want to achieve. However, it’s better to set goals that aren’t dependent upon forces outside of your control. This is where process goals come into play. Process goals are smaller, step-oriented goals that help you build toward your big picture aspirations. These are goals that are completely within your control and as a result, are actionable and clearly defined. Your goal post for success should be clear. Using our previous example to sign 10 new clients in a month, your process goal might be to call 20 people per day from your prospect list. This smaller, action-oriented goal is the driving force behind landing those clients because if you’re able to hit your daily goal, then you’re actively pushing toward meeting your larger outcome goal for the month. If you’re not able to land those 10 new clients, you should go back and decide how to alter your process and what your new daily goal should be. It’s important to remember that one type of goal isn’t better or more important than the other. Process goals and outcome goals work together. Stress the importance of pairing the two in order to instill commitment and focus among your teams. Choosing Between Outcome and Process Goals Having an understanding of when to use outcome or process goals is the critical first step toward actually achieving them. Every company has an outcome goal in mind: It’s what they’re striving for. Once you have your outcome goal dialed in, start by breaking it down. What are the actual steps that will need to be taken in order for you to achieve that outcome goal? Don’t worry too much about complete accuracy at this point, as the process goals can be changed later when you have some data to work with. Once you’ve broken down your outcome goal into all of the individual steps that you will need to take to achieve success, you can begin crafting and assigning those tasks to the appropriate teams and individuals that will complete them. Using our previous example of closing 10 new clients, there are many tasks that you may need to tackle, in order to accomplish this outcome goal. Your process goals may include: Making sales calls to prospects Ensuring that your prospect database stays refreshed with new contacts Putting together proposals for interested prospects Researching and understanding their business Drafting a suitable contract for your partnership Once you have outlined the processes required to reach your outcome goal, you can then break them down into more specific tasks. For example, “making sales calls to prospects” would become “make 25 sales calls to prospects each day.” This helps to draw a firm line between success and failure and provides a measurable goal for whoever ultimately is assigned the task. How to Monitor and Manage Your Goals Both process and outcome goals need to be tracked and evaluated weekly. Perhaps your initial goal of 25 sales calls per day turns out to be a little bit ambitious, and 15 turns out to be more reasonable. Or, maybe your sales team is capable of making more calls than originally expected. You could find that your entire outcome goal of signing 10 new clients that month is too lofty and needs to be altered. Goals can be changed. The important thing is to make sure that you are constantly evaluating your efforts to reach them and tracking your success! Why Business Goals Are Important for MSPs Like any other business, MSPs need goals to help set a direction for the future and establish the best ways to facilitate growth. Further, goals shared across the organization ensure alignment and can improve productivity, moving the needle on KPIs. And, the right goals can help an MSP scale strategically, improving service options, boosting customer satisfaction, and allowing teams to identify appropriate market opportunities to aim for. While many companies are eager to grow, and grow quickly, there are significant dangers to growing too fast. Any business, especially one that has a foundation in service, must grow at a steady pace because SLAs matter and meeting them impacts customer retention, relationships, and churn. How to Choose the Right Goals to Scale Your MSP No doubt you’re itching to grow if you’ve successfully gotten off the ground. The fact that the MSP industry is poised for significant growth likely means you want to capitalize on that too. However, growing too fast and for the sake of growth alone (without goals) could ultimately be disastrous. So, how do you choose the right goals to scale your MSP? 1. Start With Process Goals No doubt the start of your business included a lot of trial and error, particularly in relation to the processes that move a lead to a customer, and a customer to a satisfied customer. However, it goes beyond that. Before you start adding in more clients, you want to make sure that all parts of your business from administration and marketing to customer success and service have tested processes that will provide the stability you will need to grow. 2. Set Attainable Goals That Allow You to Scale As noted elsewhere, while growth is the goal, explosive growth has the potential to overwhelm the services team and that could hurt service quality that enabled you to get there. The key to sustained and successful growth is scaling. Runners don’t go from a 5k to a marathon in a month, nor should your business. 3. Look At Ways to Grow Recurring Revenue Successful MSPs have a majority of their revenue stemming from managed services rather than product sales or partnership programs. So, when setting outcome goals, consider MRR growth as a goal, and align your teams, as in the example at the start of this piece suggests. Getting all teams on board with an MRR outcome goal is one path to sustained and successful growth. 4. Assess Customer Distribution In an ideal situation, you’ll have a good number of customers who are providing you revenue rather than a smaller number of existing clients who are contributing the lion’s share of your revenue. In looking for an area for growth, you may want to consider looking at how you balance this. Successful MSPs have their revenue streams more evenly distributed. In fact, your strong business becomes significantly weaker if just one of those large customers goes elsewhere. In this case, you’ll want to choose an outcome goal that enables you to find the kind of clients that stabilize your revenue and business. 5. Assess Resource Utilization Prior to setting any goals for growth, you need to know where you’ll need to scale and gauge what you can afford. That means you’ll need a complete and full understanding of how all of your resources are currently being used before you can assess whether you can afford, in terms of time and money, to grow a specific service or take on the clients you’re targeting. Similarly, don’t add team members until you need them. Grow as you need rather than as you want. 6. Track Your Metrics If MRR is the primary revenue stream for a growing MSP, then tracking metrics, especially those that relate to your SLAs and customer satisfaction, becomes crucial. Knowing where you stand in terms of a reliable revenue stream as well as in terms of service quality enables you to retain the customers who build reliable MRR. Additionally, those metrics will enable you to establish both the process and outcome goals you need to set to grow. How to Track Your Goals Using BrightGauge's Goals and Dashboards Speaking of assessing resource utilization, knowing how your team is spending time is vital to your growth goals. Therefore, any tool you can add to your arsenal to ensure your team is working efficiently and effectively is a boon to your business. And if that tool enables you to establish goals, track metrics, gauge progress, and share all of that information with the people who need it most, wouldn’t it seem like a wise investment? BrightGauge’s solution offers all of those capabilities and more. By facilitating goal setting and then providing the tracking tools you need, you can keep your business, your teams, and your individual employees focused and aligned. If you’re ready to grow your MSP in a scalable and sustainable way, then you need the tools to facilitate that. Get in touch with the BrightGauge team today to discuss how we can help!
Definitions, in essence, are parameters. They are the boundaries of understanding, often as it relates to a single word. As discussed in a recent blog on customer success teams, how we use language matters. How we define service vs. success is a significant part of the relationships we build with our customers. So, when considering what customer success means, we need a way to gauge, define, and track that definition. Customer success aligns the success of our clients with the success of our organization. However, it’s not enough to establish a vague goal of finding the ways in which our goals sync up with those of our customers. As we all know, customers want something concrete. They want evidence and data that supports and often financially justifies their relationship with an organization. One great way to do that is to utilize customer success dashboards to track the success of those objectives. Quick Links What is customer success? Why do businesses need to track customer success? KPIs to track customer success How BrightGauge can help you meet your own customer success goals What is customer success? Customer success offers an alternative view to customer service. In the past, many businesses focused on the functions, products, and services they provided for their customers and saw meeting their customers' needs as a role separated from their own business goals. Customer success reframes those concepts in a way that allows businesses to align their success with the success of their customers. In other words, customer success looks at how an organization helps their customers achieve their goals and recognizes that a satisfied and successful customer is their goal as well and the two are intricately tied. Why do businesses need to track customer success? The short simple answer is that customer success is essential to your own organization’s success. If your customer isn’t achieving their goals, they’re more likely to seek services elsewhere. Tracking customer success can: Ensure a consistent revenue stream. If your customers are successful, they’ll stay. This means you can count on their MRR, month after month. Reduce churn. Again, with their success you earn their loyalty; you build relationships. Customers who are realizing their goals with your partnership will stay with you. Improve customer satisfaction. A customer who is achieving their goals is likely to be happier than one who is not. In turn, they’ll spread the word, be open to upsell opportunities, and provide positive reviews or testimonials. Improve your product or service. If you’re focused on ensuring your customers are having the best experience and continued success utilizing what you offer, you’re bound to improve what it is you offer. Build your reputation. When your customers are successful, obviously this reflects upon you and your organization. As such, other businesses and potential customers are more inclined to do business with you. Further, the positive word of mouth and increased reputation will lower your new customer acquisition cost. Increase employee satisfaction and engagement. When a team wins consistently via customer success and when customers are happy, morale increases. Similarly, your employees will be willing to look for ways to improve your customer’s experience thereby increasing their engagement and investment. This is the kind of corporate culture most businesses seek. It’s clear to see that there are a multitude of reasons that customer success is important and a variety of ways in which it enables the kinds of tangible and intangible benefits many organizations struggle to achieve. KPIs to track customer success Customer success KPIs will enable your business to track and gauge exactly how well you’re meeting the goal of improving customer success (and in turn meeting several of the larger goals noted above). Therefore, knowing what to track is an essential part of developing a winning customer success strategy. Here are some of the most important metrics to track: Churn Rate - As mentioned above, the rate at which your customers are leaving may be a good indicator of how successful they’re feeling. Happy customers stay customers, so tracking your churn rate is a great metric to use in gauging whether customer success initiatives are working. Customer Lifetime Value (CLV) - As noted above, successful customers will sign on for additional services, purchase more products, and spend more money with your organization. Therefore, rises in CLV likely indicate customer success and satisfaction. MRR - Much like CLV, consistent and steady MRR means satisfied customers. Similarly, a steadily increasing MRR means customer acquisitions or existing customers signing on for more services. Both can be indicative of customer success and satisfaction. Customer support tickets - There are a variety of reasons you should be tracking this data, but if customers are regularly encountering issues, and severe enough issues that they need to contact support, it’s likely they’re not satisfied or missing out on success. Tracking this metric means your team can not only gauge a customer’s success with your product, but also determine where the issues are and make the needed adjustments. Net Promoter Score - If you’re gauging customer satisfaction, that likely means you’re amassing data from customer surveys. While you should be asking whether a customer is likely to recommend you, you should also be asking what customers like about your product or services and what they would change. This enables you to be constantly evolving to meet their needs and improve your offerings. Customer satisfaction - Speaking of customer surveys, this is an obvious metric you should be gauging and one that can provide a good “temperature check.” However, it’s vital that customer surveys go beyond the satisfaction rating and ask what earned that score. Again, that’s where you get the opportunity to build on the services or products your customers love and address any friction or pain points with your service. How BrightGauge can help you meet your own customer success goals Now that we’ve established the customer success KPIs you’ll want to be tracking, let’s move into the tools you’ll want to use for monitoring those metrics and turning them into movement. Using dashboards to track customer success To start, one of the most valuable aspects of a dashboard is that it enables you to gather your data in one place. Further, dashboards, like the ones offered by BrightGauge, provide a quick visual representation of that data enabling users to see, at a glance, where your team is meeting success and where they’re falling short of goals. While design elements certainly enable quick visual recognition of vital metrics, so does BrightGauge’s out-of-the-box dashboard design, which doesn’t require complicated coding. This means that anyone who needs to can set up a dashboard and team leads as well as individual members of a customer success team can track what they need to for whom they need to. Customer success reporting Customer success metrics, much like the dashboards, are amazing tools, but a hammer that sits on a shelf doesn’t build; someone has to wield it; someone has to put the hammerhead to a nail. Customer success metrics are similar. Without reporting to the folks who need it, customer success metrics won’t change much, not in your service teams and certainly not in your sales departments. For that reason, ensuring that you’ve got a tool, like BrightGauge, that enables easy automated reporting is essential. Data is great, but if you’re not leveraging that data to make improvements or convert leads to customers, then it’s just data. If you’re looking for ways to turn customer success KPIs and customer success data into data-driven customer success strategies, then you need to invest in a tool that enables that. Focusing on a customer success initiative can save you acquisition costs and increase both lifetime value and MRR. The tool that enables you to track and report on those vital KPIs is an investment in your team, your customers, and your future. Get in touch with the BrightGauge team today to talk about how our dashboard and reporting solution can help you leverage your data for big gains.
Perhaps one of the largest things we take for granted, as humans, is the ability for our body to work in coordination with itself, even when each distinctive part is doing its own thing. For example, when we walk, our arms swing. Their job? To help keep our torsos and hips steady from the impact of our feet hitting the ground. In fact, research suggests that even that small swing saves the muscles in our legs from expending energy. If that swing suddenly stopped, we’d likely notice. There might be some pain and walking might be a bit more difficult. Truth is, businesses aren’t that much different. When functioning well, as a finely-tuned machine, each of your teams is going to be contributing, in its own way, to your forward progress. More specifically, your Sales Team is going to contribute to success in different ways than your Project Team, Service Team, or Finance Team, but each will be vital. Let’s not forget about your NOC/Operations Team, arguably the lifeblood of your organization. Much like our bodies, we want to check in on our teams, check their performance, and ensure that everything continues to move smoothly. For that reason, setting goals, and tracking and monitoring KPIs, is an essential piece to ensuring success. For your NOC/Operations team, whose mission is critical, we recommend including 3 specific KPIs to track on NOC dashboards. Quick Links What are Network Operations Center (NOC) services? How to choose NOC dashboards to monitor Top 3 KPIs for Operations and NOC teams How BrightGauge helps you track NOC performance metrics What are network operations center (NOC) services? Network Operations Center refers to the primary location used by network services to monitor and manage IT infrastructure and services, including databases, applications, security, and hardware components. For that reason, it’s a vital part of any business that relies upon any kind of IT services for its core business. The network operations staff is typically the first team to recognize system bottlenecks, potential service disruptions or slow downs, or to identify threats, risks, or active attacks on a network. Because a good portion of what they do is securing your IT resources to ensure their reliability, they’re a vital part of your team. In fact, it’s this team that helps nearly every other team in your business. They ensure your staff can access the information, systems, files, and databases they need. And, further, they ensure your customers can access the information or services they need. As such your operations team must have a working relationship with them and open communication to ensure that the services that generate revenue are not interrupted or impacted by IT issues. If you’re in the IT, SaaS, MSP, or any business that provides critical IT services, your operations team and your NOC are one and the same. How to choose NOC dashboards to monitor Prior to building BrightGauge, our founders Brian and Eric Dosal owned an MSP, so they have been ingrained in the industry for quite some time. They have first-hand experience of what it takes to run an operations center successfully. This paired with insight from industry benchmarks has helped us prioritize goals. Obviously, in choosing KPIs to monitor, you’ll want to select the metrics that really isolate and help determine how effective a specific team is. For that reason, you’ll want to first identify the team’s primary purpose and goals. For an operations team, a good part of that will be related to security, but you’ll also want to keep an eye on metrics that matter to you. The recommendations we’re making are based on our experience, but we recognize you may have different metrics that matter to you, which is okay! Every business leader has to run their business on their own terms, but we believe our advice can provide a bit of guidance. Top 3 KPIs for Operations and NOC teams NOC technicians are the ones getting their hands dirty, so to speak, when it comes to your technical tasks and issues, so their contributions are going to be pretty significant to company performance. They are monitoring networks and working hard to ensure that everything runs as it should. The results of an Operations Team’s actions, whether good or bad, will have an impact on your reputation, so it’s important to give this team careful attention. Monitoring their actions through NOC dashboards will help you stay on a path towards success. Critical Alerts/Issues Opened Handling incoming tickets and escalation in an organized and effective manner takes a lot of time and effort, but it’s absolutely necessary. Not only will monitoring critical alerts help you be proactive in resolving issues before they become disasters, but it also shows that you’re intent on meeting SLAs and providing your clients with great service. Additionally, tracking your issues opened will allow you to identify trends over time - are you noticing that the same clients are opening tickets time and time again? Do you need to charge them more? Are there recurring issues that can be prevented? Taking note of patterns by use of NOC dashboards will make you a stronger and more productive agency over time. Backups Missed All service technicians understand that regular backups help networks run optimally. Additionally, backups are vital to business continuity should disaster strike. For those two reasons, backups are a daily task in a NOC, so keeping track of them is a necessity and most likely a part of your SLA. When a backup is missed, internal teams need to understand why and clients must also be notified. NOC reports keep things transparent, keep you accountable, and allow for trustworthy partnerships. Documentation Engagement Why is documentation so critical? Here’s one example. You likely have more than one NOC technician employed and it’s possible your techs work on different client sites. What happens if a client has an urgent issue and their assigned tech is on vacation? Ideally, a documentation trail outlining a history of the work that’s been done for that client will guide any other tech in solving the issue. There are bound to be countless other important documents that are specific to a NOC and keeping them organized and accessible ensures that things run smoothly. Tracking how often your team members are documenting (per day or per week) holds them accountable and encourages a really productive, transparent department. It also helps you see how well (or not) you’re adhering to client SLAs, so that you can take corrective action if necessary. How BrightGauge helps you track these metrics BrightGauge pulls data in from different business solution tools you’re most likely using, like ConnectWise Manage, Datto, Backup Radar, Webroot, IT Glue, and more. Whether you are using an RMM, PSA, or a financial tool, BrightGauge compiles all of your important metrics into one operations dashboard, so you can keep an eye on the data that matters most to you. Since a lot of work in the IT industry is time-sensitive, we built BrightGauge with the intention of allowing you to get going on day one. For each of our integrations, we determine the top metrics to track and pre-build gauges, dashboards, and reports based on that information, which means that you’ll have access to your data as soon as you open an account. As a business leader, there’s so much you have to monitor and take into account on a daily basis, and our goal for BrightGauge is that it helps you manage your daily tasks more easily. Aside from displaying your data in one NOC dashboard, BrightGauge gives you the power to create custom, interactive reports you can automatically share with your clients (transparency for the win!), and helps you foster an accountable and motivated team through goal-setting and tracking. You’ve got a lot of KPIs to track and BrightGauge can help you get a handle on that. If you want to learn more about the importance of KPIs and how BrightGauge can help you create custom dashboards to monitor what you need, get in touch with our team today!
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 email@example.com with any questions you have!
“To everything churn, churn, churn…” Nope. Those aren’t the lyrics and for good reason. Most businesses, like your MSP, are trying to avoid churn. We could pretend there’s some complicated algorithm or some complex cascade of factors that impact when a client leaves, but the truth of the matter is, most of the time, it’s because clients aren’t happy. Whether your services aren’t meeting the standards set in the SLA, communication isn’t clear, or it's something else altogether, churn is a very real problem for a lot of MSPs. Of course it’s important to understand why clients are leaving, but the next step, how to stop it, is equally important. Further, if you’re not meeting SLAs, it’s not enough to say “We’ll just have to meet those standards.” If you’re well versed in S.M.A.R.T. goal setting, you’ll know that’s not enough. So exactly how can you prevent churn in your MSP? Quick Links What can an MSP do for its clients? What affects churn rate? Reducing your MSP’s churn using goals and dashboards What can an MSP do for its clients? The IT landscape can be overwhelming...and expensive. These unforgiving factors are especially true as technology needs keep evolving and growing. Similarly, customer demands and expectations push businesses to provide the kinds of services that require a robust IT infrastructure and network. When we factor in that those same end users are demanding reliability, speed, and security, it’s easy to see how any business can have a difficult time meeting all of those needs while managing the rest of their business. IT can quickly become a full-time job for a business who needs to invest its time and resources on other business goals. This is, obviously, where the MSP comes in. This is where you swoop in to save the day. By providing the hardware, software, expert IT staff, and any other resources a business may need, you save them time, money, and stress. An MSP can help a business: Save time- Improving IT performance can improve efficiency meaning workers can be more productive. Up-to-date software and hardware and fewer work arounds, like those needed for legacy systems, save a team time and let them focus on the work, rather than getting bogged down by slow computers or complicated additional steps. Save money- The money saved is a bit complex as it happens on multiple levels. An MSP provides a consistent IT cost to what can, traditionally, be variable and expensive. This includes software, hardware, security, staffing, and all of the elements that factor in to maintaining a reliable, fast, and secure network. Again, the efficiency of a team and their increased productivity means more business opportunities and more time spent on revenue generation ideas than network maintenance. Enhance IT- Not only can a business adopt new technologies faster, but it can scale as needed. Further, enhanced security means an organization’s reputation and data are both safeguarded. For some, that security includes backup and disaster recovery. Typically, all of these would require expensive hardware and human resources that often aren’t available or are too costly. Data analysis- Many businesses are relying on the data they gather from their customers and clients, but the data game isn’t about how much one can collect, it’s about what they do with what they gather. More MSPs are beginning to provide analytical services that allow businesses to leverage their data into strategic business initiatives and goals. These are all amazing value adds. Essentially, an MSP provides services that just about every business needs, all while saving time and money. MSPs improve security, productivity, and efficiency; allow for scalable and responsive networks; and provide maintenance, security, and, in some cases, data analysis. Businesses should be knocking down your door...and if they’re not? Or if they’ve knocked, but now they’re looking for the door to make an exit, it’s time to look at what you can do to prevent that. What affects churn rate? As mentioned, briefly, above, one of the biggest causes of customer churn is failing to meet SLAs. The SLA is the agreement between a provider and customer that establishes the type of services provided, the level at which they’ll be provided, and the, hopefully, very clear expectations and benchmarks for that service (hint: that means they’re trackable!). Failing to meet the SLAs is one element, but it comes down, in part, to customer service. If you’re not meeting those SLAs and your customer is dissatisfied, you’re not meeting their needs. You’re not “serving the customer” which also likely means you’re not communicating, analyzing your service levels, and adjusting as needed (hint: it’s why quarterly business reviews are so important!). If you’re not being proactive you’re likely considering customer service rather than customer success. It seems pretty clear that a service provider who’s not meeting standards, not responding to needs or working towards proactive initiatives, isn’t the right partner for many businesses. While meeting SLAs and customer success are vital to your success, poor relationship building and poor onboarding have also been identified as major forces in customer churn. Essentially, what we can take from these lessons about churn is that MSPs need to stay focused on their customers’ expectations and needs and need to monitor how they’re progressing. Reducing your MSP’s churn using goals and dashboards What if we told you there is a way to monitor and track your customer’s goals, your SLA metrics, and your customer success and retention KPIs? Well, it is what we’re saying. The goals feature of BrightGauge was designed to help your MSP and your team stay on track. Based on your SLAs you can build out your goals and allow multiple team leaders to assess the goals their team must meet to meet your service agreements. Further, you can set customer relationship goals and track the KPIs that allow you to build on those relationships. For example, if your goal is to increase customer satisfaction, responsiveness is one of the most important attributes of any service organization. In fact, failure to resolve an issue quickly is one of the top 2 reasons for a customer loss. Further, 41% of customers expect a response within 6 hours, and 24 hours is often considered the maximum acceptable response time. Understanding how long it takes your team to respond to client issues can help you address why response times are taking longer than they should, or reward team members for successfully meeting those goals! Or, let’s say you’ve got a goal of improving the efficiency and success of your onboarding process. You can track the KPIs that help determine how successful you are such as: customer training progress, responsiveness, product adoption rate, and more. By tracking the KPIs, you can identify where friction points are, improving the onboarding process and improving customer satisfaction early in your relationship. Being able to track these kinds of metrics means you’re on top of your team’s performance and how it’s impacting your customers and their satisfaction. Further, BrightGauge’s dashboards allow you to track and customize the KPIs along the path to your objectives or your customer’s needs. You can share those with your team as a whole or individual employees, and, even better, you can increase customer satisfaction by automating those reports and communicating directly and frequently with your customers. In short, goal setting is important, service levels are important, but they’re only as good as your ability to track and monitor your progress, to analyze your successes, adjust where there are shortcomings, and report on all of these things to the people that matter most, your team and your client. If you’d like to talk more about how BrightGauge’s solution can help you reduce your MSP’s churn, get in touch with our team today!