BrightGauge showed limitations around integrations, available assets, and custom report building
MSPbots aggregated dashboarding solution with 70+ integrations,5000+ prebuilt assets, and white-glove service from the MSPbots team
More time to grow the business with insightful dashboards, more productive techs, and higher overall billings
"The amount of white glove service that we received from the MSPbots team to get what we want out of the platform was unmatched”
Think IP, like many MSPs, is dedicated to improving processes throughout the business that improve internal performance and ultimately customer satisfaction. To do that, Van Vieira knew he had to use data to identify areas to improve. Having used BrightGauge at a previous employer, Van knew the limitations of it – and knew he had to bring MSPbots onboard to successfully build processes and data insights necessary to fuel his team’s efficiency and build a culture of process adherence.
Van Vieira, Director of Operations at Think IP, started his career as a help desk technician and worked his way up to director of operations. Having held different roles within MSPs, he knew he had to have a clear way to pull data to understand what was happening with the business, and to ensure that the team was working on the right customer issues at the right time. Having a rich career history in the MSP industry, he turned to MSPbots with confidence – knowing that the most critical data he needed could be displayed and actioned on automatically.
With BrightGauge, Van had ran into issues with integrations and the ability to create custom dashboards with the right gauges. BrightGauge innovation was static, and there was never a true sense of template sharing among users. Everything in BrightGauge had to be built from scratch, and even then, some metrics and calculations were incorrect. “Finite data sets and data set matching were not as functional as we'd like, especially when it came time for calculations,” said Van.
For Van, getting in touch and working with the BrightGauge team had some drawbacks. After reaching out for help to customize a dashboard and waiting weeks to hear, he learned they couldn’t do what he needed. Van knew that it was time to look for an alternative that could serve up the data he needed without limitations.
Outside of managing customer reporting, people and processes can be huge blockers to business growth when people either aren’t following processes, or processes are not clearly defined.
Either way, MSPs struggle to scale when either is true. For Think IP, this was especially true when it came to the help desk team. “People used to come into the office and sit around like, ‘what do I do today? Do I just sit and wait for the phone to ring?” said Van. This resulted in wasted time, frustrated teammates, and customer SLA breaches.
Our clients are reaching new levels of productivity. Learn how MSPbots can help your business thrive.
Starting with a new solution can be daunting, but with MSPbots, Van and the Think IP team were able to take advantage of pre-built widgets and dashboards. In contrast to the experience at BrightGauge, Van was happy to find these assets in MSPbots, stating “The fact that you make a lot of the custom work you do into templates that we can clone and customize ourselves… I think that's far superior to anything that's on the market.”
“I think one of the biggest benefits of partnering with MSPbots, is the template catalog. Anyone who sees it can see, wow, there's a lot of time, energy, focus, and a lot of MSP knowledge that went into building these templates and dashboards” said Van.
While onboarding with MSPbots, Van was able to work with the MSPbots team to develop the dashboards and widgets that he needed. “We worked hand in hand to build dashboards and widgets that weren’t native to the systems and match datasets in a way that really simplified the way we look at things.”
The team was easy to work with too. “The amount of white glove service that we received from the MSPbots team to get what we want out of the platform was unmatched,” recounted Van.
When it came time to implement business intelligence at Think IP, Van knew the right choice was MSPbots. Having had experiences with others in the space, he felt confident with his decision. From the prebuilt templates to the service received from the MSPbots team, Van knows that Think IP is set up for success because he is always armed with the right data.
