How Much Could Your MSP Business Save?

Use Case Example: IT Managed Service Provider (MSP)

 

The Challenge:

A Managed Service Provider’s (MSP’s) business model was built on providing responsive, high-quality IT support to their clients. However, their growth was being hampered by the sheer volume of routine and repetitive tasks. The help desk team was constantly swamped with low-level tickets, such as:

 

  • Password reset requests.
  • User account lockouts.
  • Routine server health checks.
  • First-level triage of network alerts.

 

These tasks, while necessary, consumed a significant portion of the technicians’ time. On average, a technician spent 4-5 hours per day on these administrative and repetitive duties. This left little time for proactive work, strategic projects, or tackling complex, high-impact issues. This manual process also led to slower response times for critical client problems and limited the number of clients the MSP could effectively manage, directly capping their potential revenue.

 

The Solution:

MacguyverTech implemented a Krista solution to automate these routine tasks. The AI was trained to interact directly with the client’s IT environment through secure APIs and pre-defined playbooks.

 

The key functions included:

 

  • Automated Ticket Resolution: Responding to and resolving common support tickets like password resets without human intervention.
  • Proactive Alert Management: Monitoring systems and automatically running diagnostic scripts to address issues before they escalate.

  • Intelligent Triage: Analyzing incoming support requests and alerts, and accurately routing them to the correct human technician with a pre-populated summary of the issue.

     

 

The Results:

The integration of Krista AI had a profound and immediate impact on the IT MSP’s efficiency and profitability.

 

Time Saved:

 

The AI agent automated an estimated 80% of all password reset requests, saving each technician approximately 5 hours per week.

 

The time spent on initial alert triage was reduced by 95%, as Orion could perform preliminary diagnostics and route the issue to the right team in seconds.

 

Overall, each help desk technician gained back an average of 15-20 hours per week in billable time that was previously spent on repetitive tasks.

 

Profitability Increase:

 

The time saved allowed technicians to focus on higher-value activities, such as client consultations, network optimization projects, and implementing security enhancements. This enabled the firm to shift from a reactive to a proactive service model, leading to an increase in client satisfaction and retention by 12%.

 

With technicians freed from administrative burdens, CyberCare could take on 20% more clients without needing to hire additional staff, directly increasing their revenue without a corresponding increase in overhead.

 

The firm was able to upsell new strategic services (e.g., advanced cybersecurity monitoring, cloud migration projects) that were previously difficult to offer due to a lack of available resources. This resulted in a 15% increase in average client lifetime value in the first year.