BrightGauge

We use BrightGauge to tie into our ConnectWise, LabTech/Automate and Customer Thermometer data sources to glean the important data we want to focus on. It has been immensely useful for our operations and helpful for us to keep track of key metrics and trends, and set goals around them. We've had fantastic success with their support team for customizations, and I can't imagine how we'd function how we do without Bright Gauge.

BrightGauge was purchased as a solution for one particular department within our organization. There was a need to have a dashboard display on a large tv within that department to show current metric. It was used to provide that dashboard as well as some other dashboards for specific managers within that department.

At our company, we use BrightGauge across the entire organization for displays of personal and company-wide metrics. Individual metrics are displayed on user computers and company metrics are displayed on televisions in the office. We also use BrightGauge for some reporting, but primarily the product is used for gauges. This allows everyone to quickly and at a glace be aware of issues that need to be addressed without spending time reviewing other management tools.

BrightGauge is being used across our entire organization in all departments. BrightGauge has been a game changer in terms of accessing real-time data to manage clients, and make decisions on a pro-active rather than re-active basis. BrightGauge also shines a spotlight on any issues so they can immediately be addressed.

We currently use BrightGauge to give us real-time technician & company stats, information, etc. BrightGauge lets us know if there are "stale" tickets so our Dispatch team can pinpoint which tickets they need to request updates on. It shows us how many tickets each of our technicians is assigned to work on for workflow. It shows us how many tickets each technician has resolved in the last week. Who the leaders are, who may need assistance, and who has fallen behind. We also use BrightGauge for project ticket tracking & to show us Dispatch Coordinator statistics as well. BrightGauge helps us pinpoint areas we need to focus on.

BrightGauge is used to display analytics of our help desk and professional services teams. We also use BrightGauge to report on multiple different things for our customers. I have also used it to report on monthly metrics for our service desk team to assess monthly SLA and ticket completion.

We are a managed service provider based in Indiana. We have a lot of data flowing into our company in the form of tickets, endpoint devices (switches, routers, computers, etc.) that we need to see. Bright Gauge has allowed us to quickly identify our profitability on contracts, time spent by technicians on tickets, we even have a gauge to help us track the number of Windows 7 machines we manage that need replaced/upgraded. Bright Gauge integrates with a lot of the systems we manage, Datto, Webroot, etc. which aide us in building really informative gauges.

We use BrightGauge all throughout our organization. We use datasets from ConnectWise Manage, ConnectWise Automate, IT Glue, Datto, and Customer Thermometer.

We keep track of our Traction scorecards in BrightGauge's Goals.

Our Service Delivery department provides dashboards and reports to our clients to deliver metrics about our ticket SLAs and much more. Our Sales team also uses this data to assist in QBRs. We are able to monitor our ticket inflows across multiple teams in near real-time so we can divert resources as needed. We're able to predict SLA bottlenecks before they happen.

Each department manager receives a custom report every morning that allows them to manage exceptions, work through challenges from the day before, and predict issues that may arise.

We use BrightGauge for all our client reporting, internal reporting and dashboards. It allows us to combine data from 8 different sources into one very easy to read report that looks fantastic.