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Dashboards Are Like Snowflakes

  • January 27, 2015

Here at ConnectSMART, we’ve never seen two enterprises with identical dashboard designs – which isn’t a bad thing. Dashboards should be tailored to your organization’s identity, the way your employees work, and even hobbies. For example, we have a few cigar aficionados on our team, which is evident from their dashboards. Some clients like the black background, while others prefer the white background. But all the dashboards share a few things in common that we consider best practices.

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5 Most Critical MSP Metrics Series: Exception Management

  • October 22, 2014

The key principle behind ConnectSMART’s methodology is not just having visibility to important metrics but managing exceptions as they occur. An exception is a crack in your path to success where things get lost – including profitability! An easy example of an exception would be tickets not responded. Any ticket that hasn’t been responded to can be an indicator of a future problem if not managed correctly and can end up negatively affecting your average response time. Then, the domino effect begins.

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SLA Compliance in Action

  • October 7, 2014

Last week we discussed the importance of SLA compliance and how to accurately track. The post ended with a question – Does an automated email qualify as a response? We begin this weeks post with more on that question and finish with an example of SLA Compliance in action!

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