Customer SpotlightBest Practices & Case Study

Presenting: Nick Olerud, Netrix IT

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www.brightgauge.com

Leading the conversation today

www.brightgauge.com

HostEric DosalCo-Founder, CEOBrightGauge Software

PresenterNick OlerudDirector of TechnologyNetrix IT

Real Time Data

◻ Before BrightGauge was implemented Netrix IT relied on simplistic queue views and manually creating reports in crystal reports. This was clunky at best.

◻ After BrightGauge was setup our team really took off. We installed our first two dashboards in our Technical Assistance Centers and began to see our SLA numbers climb.

◻ As a MSP trying to ensure we are staffed correctly to support our clients BrightGauge has made the hiring process strategic instead of reactive.

Escalation – No Place To Hide!

◻ The biggest fear of any Service Manager is not knowing if their techs are struggling to resolve issues in a timely manner.

◻ With BrightGauge we have created an escalation dashboard in order to track Service Orders. This board displays any Service Order with more than 3 hours of time logged and Service Orders with an approaching SLA Expiration.

◻ This allows our escalation team to prioritize their day and assist engineers with aging Service Orders.

Reports! Reports! Reports!

◻ How is my team doing?

⬜ Automated Daily and Weekly Engineer, Sales, and Account Management reports provide quick snap shots of the team.

◻ How are my clients doing?

⬜ We provide each of our clients with a dashboard and automated reports to ensure our teams success.

◻ What are the trends?

⬜ Which client is opening the most Service Orders?

⬜ What areas or systems are the Engineers working on the most?

TAC Daily Report

TAC Last 7 Days

TAC Last 7 Days

TAC Last 7 Days

Co-Managed

◻ With the Co-Managed offering Netrix IT is known for we provide the Internal IT staff at our clients sites with their own dashboards and automated reporting system

◻ Considering most of our Co-Managed clients have never had a RMM, PSA, or any type of reporting. the loop and provides the clients CFO with a clear picture.

Project Dashboard and Reports

◻ Provides a snap shot of the upcoming week to ensure our Project Team has been correctly scheduled.

◻ Mitigates the risk of lost billable time.

Sales Dashboards

◻ The Sales Dashboards are developed to show upcoming sales opportunities for both prospects and current client projects.

◻ Allows for forecast the sales funnel

Questions?