[Podcast] Episode 9 with Brad Benner of SmileBack

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!