AI Powers MSP Efficiency
Source: channelinsider.com
AI's Impact on MSP Efficiency
Channel leaders are discussing the evolving role of AI, including GenAI and automation, and how MSPs can use new technologies to grow, improve service, and maintain a competitive edge.
The channel is buzzing about artificial intelligence, including chatbots, LLMs, and agentic AI innovations. Several vendors and channel partners shared their insights with Channel Insider on the direction of the AI market and what MSPs need to know.
Pia's Perspective
Pia CRO Nic Ferraro told Channel Insider that Pia was created to bring automation to MSPs well before GenAI became a hot topic. According to Ferraro, the company's goal was to establish an automation firm, drawing on lessons learned from launching and managing their own MSP. Pia has evolved into an automation platform, and now that AI is a common topic, MSPs are more receptive to discussions about automation.
Pia’s platform offers AI-driven solutions for automating help desk tasks, saving time for MSPs and internal IT teams, allowing them to reinvest in their business operations.
Moovila's Insight
Mike Psenka, Founder and CEO of Moovila, a project management automation provider, stated that AI has been central to their offering for longer than the GenAI hype. Psenka told Channel Insider that they have used AI from the start, focusing on deterministic models to build the capabilities within their platform. He notes that the benefits of automation have existed for a while, and AI itself isn’t new, even with the recent advancements in generative and agentic forms.
Psenka added that his team is innovating with generative AI models to enhance their product for MSPs and customers, seeking to combine the advantages of GenAI with the reliability of deterministic tools.
The recent popularity of GenAI has increased awareness of the value of automation solutions. Ferraro notes that MSPs are more aware of the need for automation, with a growing focus on using agentic AI.
Psenka emphasizes that while AI-enabled solutions boost efficiency, the key is how this efficiency enables MSPs to deliver more value to their customers. He believes that even with AI and automation, the channel will remain a relationship-driven business.
Ferraro wants to keep the focus on MSPs and their benefits and says that Pia is staying focused on their specific offerings and what they don’t offer. Pia has chosen not to be an RPA player, offering ready-to-use automations that allow partners to scale quickly without needing additional resources. Partners can also build on top of Pia’s platform.
Both Psenka and Ferraro stated that their companies aim to help MSPs with common challenges, allowing them to spend more time working with clients and less time on repetitive tasks that can be automated.
MSPs are improving their efficiency through AI, but many clients still face data issues that hinder their investments. Sherweb’s Senior Manager of AI Readiness, Jermaine Clark, told Channel Insider that the first step is to address access, security, and data governance. He says that the tools or AI products used are irrelevant without proper guardrails.
EncompaaS offers tools and support for enterprises struggling with structured and unstructured data. David Gould, EncompaaS’s Chief Customer Officer, advises companies and channel partners to remember that not all data is structured, unstructured data is crucial for AI success, and managing unstructured data requires specific tools and approaches.
Almost all MSPs have considered AI, whether for internal use or customer support. Channel executives see this as an opportunity for channel partners to meet customer needs in new ways. Ferraro believes the MSP industry is in a transition, with more efficient MSPs maturing faster. According to XTIUM’s Kevin Sullivan, automation-driven efficiency gains and a maturing market allow organizations to support young talent through upskilling and education, unlocking the next generation of tech leaders. Gould has observed enterprises shifting budgets from traditional technology to AI solutions, driven by demand from leadership. CEOs and boards are now asking how to use technology to improve productivity and efficiency and are expected to prove the value quickly.
Psenka advises MSPs looking to leverage AI demand to strategically build managed offerings and invest as needed, cautioning against half-hearted efforts. He suggests that if MSPs aren't prepared to invest properly and scale, it might be best to avoid it altogether.
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