Case Study: LA Creative Technologies achieves frictionless helpdesk dispatch with BrightGauge

How LA Creative Technologies Uses BrightGauge to Remove Helpdesk Friction

LA Creative Technologies, founded by Josh Weiss, is an LA-based MSP focused on creative industries that outsources much of its helpdesk. The main challenge was maintaining tight dispatch control and visibility while not being physically near the outsourced helpdesk; on the recommendation of their coach, LA Creative Technologies adopted BrightGauge and set up custom BrightGauge dashboards to monitor ticket flow, categorization, aging, and kill-rate in real time.

BrightGauge implemented a live dashboard solution integrated with four data sources (and currently using three BrightGauge dashboards) plus Goals to track progress. The result: BrightGauge removed the friction of remote dispatch—no more unknown tickets, faster escalations and handling, and reduced owner stress (Josh could confidently take a three-week vacation). After one year with BrightGauge, LA Creative Technologies reports clearer processes, quicker training through live data, and measurable operational visibility.

LA Creative Technologies

Josh Weiss

Chief Information Officer