Case Study: NetworkDR achieves full transparency and faster SLA response with BrightGauge

Using BrightGauge to be Fully Transparent

NetworkDR, a New Jersey-based MSP in business 15 years, needed a reliable way to automate client reporting and increase transparency around SLAs, tickets, alerts and other metrics. They selected BrightGauge and connected it to ConnectWise Manage and ConnectWise Automate to replace manual Excel reports and provide consistent, auditable client reporting.

BrightGauge implemented automated monthly reports and rotating dashboards (487 gauges in use) shown on six office TVs—including two 50-inch touchscreens—so technicians can drill into alerts, accelerate response times, and better meet SLAs. By using BrightGauge dashboards, leaderboards and goals, NetworkDR improved team accountability and productivity while giving clients clear, non-manipulable reports and measurable improvements in SLA adherence and issue resolution.

NetworkDR

Cenon Hipolito

Service Desk Manager