BrightGauge Customer Spotlight: NetrixIT shares Service Management Best Practices
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Transcript of BrightGauge Customer Spotlight: NetrixIT shares Service Management Best Practices
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Customer SpotlightBest Practices & Case Study
Presenting: Nick Olerud, Netrix IT
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While we wait…some admin stuff
◻ Please use the questions tab and we will queue them up
◻ Please tweet @BrightGauge and include #BGSWebinar
www.brightgauge.com
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Leading the conversation today
www.brightgauge.com
HostEric DosalCo-Founder, CEOBrightGauge Software
PresenterNick OlerudDirector of TechnologyNetrix IT
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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.
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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.
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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?
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TAC Daily Report
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TAC Last 7 Days
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TAC Last 7 Days
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TAC Last 7 Days
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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.
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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.
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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
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Questions?