* Free webinar recording available at: http://info.brightgauge.com/customer-spotlight-webinar-with-nucleus In our ongoing Customer Spotlight webinar series, we invite BrightGauge power users to share the tips and insights that help them grow and manage their business each day. In this session, we were joined by Karl Fulljames, VP of Operations at Nucleus Networks for a closer look at the specific reports, metrics, and management approaches that he uses when it comes to leading his Service Team operations. Some of the topics we covered: - Managing Service Team productivity - Using data to improve Operations - How to use a Dispatcher ticket close process - Holding the team accountable with transparency - Top metrics your team uses - and much more!

1. Customer Best Practices by Nucleus Networks
Managing Productivity
of a Service Team

2. Leading the conversation today
www.brightgauge.com
Eric Dosal
Co-Founder, CEO
BrightGauge Software
@EricDosal
Karl Fulljames
VP of Operations
Nucleus Networks
@kfulljames

3. What we’ll cover today
¨ Using Data to Improve Operations
¨ Holding the Service Team Accountable
¨ Managing Service Team Productivity
¨ Top Metrics the Nucleus Networks Team Uses
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4. ITIL – How we triage
¨ Incident ticket
¤ It’s broken and needs immediate assistance (app keeps
crashing, printer jammed, server on fire, etc.)
¨ Service Request/Work Order
¤ Something that can be scheduled (new user starting,
application install, new workstation setup, etc.)
¨ Type/Subtype/Item

5. Using Data to Improve Operations
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6. Using Data to Improve Operations
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7. Using Data to Improve Operations
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8. Using Data to Improve Operations
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9. Using Data to Improve Operations
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10. Using Data to Improve Operations
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11. Using Data to Improve Operations
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12. Holding the Service Team Accountable
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13. Holding the Service Team Accountable
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14. Holding the Service Team Accountable
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* Requires BrightGauge Advanced Plan with Calculated Metrics [Free 30 Day Upgrade Trial Available]

15. Holding the Service Team Accountable
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Tech Marks
Tickets as
“Resolved”
Workflow
Assigns Ticket
to
Coordinators
Coordinators
Review Ticket
Fields for
Correct Info
If incorrect,
Reassign
back to Tech
to cleanup
If Correct,
Close the
Ticket

16. Managing Service Team Productivity
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17. Managing Service Team Productivity
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18. Managing Service Team Productivity
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* Requires BrightGauge Advanced Plan with Calculated Metrics [Free 30 Day Upgrade Trial Available]

19. Managing Service Team Productivity
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* Requires BrightGauge Advanced Plan with Calculated Metrics [Free 30 Day Upgrade Trial Available]

20. Top Metrics Our Team Uses
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21. Top Metrics Our Team Uses
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* Requires BrightGauge & Nex.to Integration [Free 30 Day New Integration Trial Available]

22. Top Metrics Our Team Uses
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* Requires BrightGauge & Nex.to Integration [Free 30 Day New Integration Trial Available]

23. Top Metrics Our Team Uses
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24. Top Metrics Our Team Uses
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* Requires BrightGauge Advanced Plan with Calculated Metrics [Free 30 Day Upgrade Trial Available]

25. Any Questions?
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To Learn More: www.brightgauge.com/resources
Eric Dosal
Co-Founder, CEO
BrightGauge Software
@EricDosal
Karl Fulljames
VP of Operations
Nucleus Networks
@kfulljames