Your future is Bright when you use Bright Gauge!!
January 06, 2025

Your future is Bright when you use Bright Gauge!!

Jeremy Herman | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with BrightGauge

Bright Gauge helps us to run our MSP more efficiently. We use it for all 350 clients we help with IT services. It tracks CSAT statistics and tells us which customers are happy with the service and which need more attention. We can also see when tickets are peaking and move technicians to the front lines.

Pros

  • Track CSAT ratings.
  • Track when a large number of tickets are coming in.
  • Notify us when a large number of P1 issues are outstanding.

Cons

  • Not all service boards will trigger Bright Gauge which can lead to false data.
  • More variety in the UI would be nice to pick from.
  • A better mobile experience would be good when looking at stats on the iPhone.
  • We were purchased by a large PE firm because we could easily show CSAT ratings.
  • The easily trackable stats are suitable for the C-Suite to see which division is the most profitable.
  • We won 60,000 MRR by displaying to potential customers how we track important issues with the gauges.
It is simple to integrate with IT Glue and Connectwise Products. The suite of Connectwise Products has its productivity amplified when you can see which areas need work and which divisions are already killing it. Customers are always impressed when they see how we track tickets in real-time.

Do you think ConnectWise PSA delivers good value for the price?

Yes

Are you happy with ConnectWise PSA's feature set?

Yes

Did ConnectWise PSA live up to sales and marketing promises?

Yes

Did implementation of ConnectWise PSA go as expected?

Yes

Would you buy ConnectWise PSA again?

Yes

BrightGauge lets us know when we have critical issues that need solving. A massive influx of tickets all at the same time triggers an investigation. Usually, it is tied to a server going down, which we can address. It would not be helpful for a small MSP or IT department with just a few daily tickets. The stats are better used to track a large amount of clients.

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