It feels like another one of those buzzwords that gets thrown around in the tech industry, but data analytics is big business and it's here to stay.
Just like any company that provides a service, we need to ensure that we set achievable goals for the team that not only drive improvements but are also realistic. For example, if we set a goal to resolve 100% of new tickets on the same day they're created, we're going to fail. If we can resolve them all - fantastic! Chances are, a few of those are going to need testing time, or a 3rd party to get involved, or just a restart.
My point is, you need something in place that can analyse data and then deliver it to you in something that isn't a giant spreadsheet or 6-page document on KPI performance. After a bit of trial and error, we found something to suit our needs; Brightgauge
What Can It Do?
It all starts with a datasource or "integration" as Brightgauge puts it.
There's quite a few to choose, from Salesforce to Customer Thermometer; IT Glue to Datto (products we work very closely with). Once you have the integration set up, you link a dataset from there. There's lots of default ones, but with more available on request.
You use the data to create dashboards, a page made up of gauges. Each gauge is custom created by you to report on the data in that set.
Above, you can see our Datasource, Dataset and some information on how often it syncs. This is the new gauge screen, once you've picked out your data you can get to the design phase.
Here I have created a simple gauge to show how many "Gold Stars" we've received in the last couple of weeks, sorted by Engineer. You have lots of different gauge designs to choose from. This one in particular allows me to add some pictures to the engineer results.
You start by adding in a data field to measure against, then add a dimension (or two) to compare the data against. There's filters also, so you can fine-tune the data on show.
Dashboards and Reports
Once you've made some gauges, that's where the real fun begins. You can create a dashboard to show off these fancy new gauges. They can stretch to different sizes, to make a beautiful collection like this:
Once you've created a dashboard, you can schedule reports for customers or internally. Creating users is easy and from this screen, you can edit who has access to the dashboard, great for any sensitive information you may have on display.
Cloning dashboards is easy too, so if you love the layout but want to make some minor tweaks for another team, you'll accomplish that in no time. Gauges can be sorted in to folders, so you can easily group them up for quick deployment on a new dashboard or report.
Brightgauge splits it's two core tiers into Standard and Enterprise, each with annual payment discounts check it out here for more information. There's some add-ons there too, in case you need an extra datasource or admin user. As always, I'd advise to get in touch as you can discuss a custom plan and potentially save some money.
I've had to contact the support team 3 or 4 times, normally for a bit of advise or help with additional fields in a dataset. Hands down though, some of the best support I've seen from a 3rd party. They really care about your needs and there's plenty of regular communication throughout the course of your case. It's as easy as writing an email and you'll normally receive a response the same day.
If you care about KPIs, your financial performance or anything in the business that is defined by some data - Brightgauge is perfect for you. There's so much customisation in what you can achieve, it allows you to focus on your business goals without fussing over the data for hours on end.