MSP Key Performance Indicator: Open and Closed Tickets

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!