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When Logically teamed up with MSP+, the goal was clear: improve the visibility of key performance metrics across their 11 locations.
Through the optimization of BrightGauge, MSP+ enabled Logically’s management team to gain real-time insights into engineer utilization, ticket resolution rates, and service level compliance. As a result, Logically can identify underperforming areas faster and implement corrective measures proactively.
With the enhanced dashboard, managers can instantly see which locations were falling behind in billable hours or where ticket resolution times were slipping, allowing for immediate intervention. This visibility not only improves operational efficiency but also ensures consistent performance across all branches.
MSP+ tailored a data-driven approach to optimize BrightGauge that aligned with Logically’s operational goals, providing the tools necessary for the management team to stay ahead of potential issues and drive continuous improvement.
The Opportunity: Streamlining Integration Across Markets
Logically, a rapidly expanding Managed IT Services Provider, faced the complex challenge of integrating systems from 11 different acquisitions into a single PSA Platform, ConnectWise PSA. Essential to this was aligning the service model to enable standardized KPI reporting across all entities, ensuring strategic decision-making. This partnership with MSP+ aimed to streamline operations and enhance data visibility by optimizing CW PSA and BrightGauge, without compromising the unique metrics of each branch.
The Strategy: Crafting a Unified Operational Framework
Tailored BrightGauge Dashboards: Custom dashboards were developed to provide executives and engineers with real-time access to critical metrics, ensuring data-driven decision-making at every level.
Standardization Across ConnectWise PSA: MSP+ standardized and migrated operational processes to a unified PSA platform, ConnectWise PSA. This involved aligning KPIs across all locations to enable consistent performance monitoring and reporting within BrightGauge. This strategic approach facilitated seamless integration while preserving the unique characteristics of each entity within the larger corporate structure.
The Solution: Real-Time Visibility into Engineer Utilization
The dashboard provides a detailed view of each engineer's weekly billable hours, tracking daily progress toward the 40-hour target. It organizes data by individual team members and displays the percentage of the goal achieved each day. Color-coded indicators—green for meeting or exceeding the target, red for underperformance—make it easy to assess who is on track and who may need attention.
The Focus: Visualizing Open Ticket Status for Improved Workflow Management
This pie chart presents a breakdown of open tickets by their current status in the West region. The largest segment represents tickets "Waiting on Client Feedback," followed by smaller segments indicating tickets "In Progress," "Assigned," "Waiting on Vendor," "Scheduled," and those where the "Customer Responded." This visual representation makes it easy to identify where tickets are stalled in the process, allowing for targeted follow-up and ensuring that issues move through the pipeline efficiently.
The Approach: Streamlining Tickets
This table categorizes open tickets by type, detailing resolution times, closure status, and priority levels. Each row represents a ticket, with information on the issue and time to resolution. The "Closed Flag" column indicates whether a ticket is resolved, while "Priority" highlights the urgency. This layout simplifies monitoring and ensures high-priority issues are promptly addressed.
The Insight: Monitoring Ticket Resolution Efficiency in Real-Time
This graph offers a clear comparison of opened versus closed tickets over the past week, providing insights into the team’s workload management. The daily ticket volume is represented with color-coded lines: black for closed tickets and blue for opened ones. The trend analysis highlights key points where the team either kept pace with or fell behind on ticket closures, helping managers quickly gauge overall efficiency and identify potential backlogs.
BrightGauge is our go-to solution for building insightful dashboards that streamline real-time analytics and performance management. With BrightGauge, our teams can stay ahead of customer issues, ensuring exceptional service and satisfaction.
- Jason Corley, Executive VP of Service Operations at Logically
The Results
25 %
Improved visibility to SLA breach and compliance
42 %
Increased visibility to reopened and escalated incident tickets
28 %
Tighter management and control of engineer utilization
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