High-Touch MSP Advisory
Process analysis and automation for MSPs navigating onboarding, M&A, and standardization.
The Problem With Growth Through Friction
Onboarding a new client works, but it lives in three different people's heads and produces a different result every time. An acquisition closes and suddenly there are two PSAs, two documentation standards, and two ways of doing everything that used to be simple. Growth exposes exactly the processes that were never built to scale, and every workaround your team invents to cope becomes one more thing that only works as long as the person who invented it stays.
This advisory role exists to fix that at the source: analyzing how work actually happens, then designing and building the automation and standardization that makes it repeatable, regardless of who's on shift.
I've been the person mapping a broken onboarding process at 11pm and the person walking into a newly acquired MSP's ticket queue trying to figure out which of three PSAs was actually the source of truth. Standardizing how the work gets done isn't glamorous, but it's the difference between an MSP that scales cleanly and one that's held together by whoever remembers how things used to work.
Onboarding Process Design
Map the current new-client onboarding flow end to end, find the manual steps and dropped handoffs, and rebuild it as a documented, repeatable process your team can run without you in the room.
M&A Integration & Standardization
When two MSPs become one, tools, tickets, and workflows rarely match. I help reconcile the differences and build a single standardized delivery model instead of two parallel ones held together with tribal knowledge.
Automation Build-Out
Turn the process map into working automation: PSA and RMM workflows, scripted checklists, and documentation that reduces the manual steps your team repeats every week.
The best automation doesn't replace your team's judgment. It removes the repetitive decisions so their judgment is available for the ones that actually need it.
What's Included
- Structured process discovery: interviews, shadowing, and workflow mapping
- A documented current-state and future-state process map
- Hands-on automation build in your existing PSA and RMM stack
- Standardized documentation and runbooks your team can maintain
- A defined handoff so the new process survives after the engagement ends
Engagement Pricing
Every advisory engagement is scoped to the specific initiative (onboarding, M&A integration, or standardization), so pricing is set after an initial discovery call rather than published as a fixed rate.
Advisory Engagement
- Scoped to onboarding, M&A, or standardization
- Discovery call determines timeline and price
- Hands-on process work and automation build
- Documentation and handoff included
Who This Is For
- MSPs onboarding a growing volume of new clients without a repeatable, documented process
- MSPs in the middle of (or planning) an acquisition or merger who need to integrate two sets of tools, tickets, and workflows
- MSPs that have grown through acquisition and are running multiple non-standardized delivery models
- MSPs whose documentation lives in someone's head instead of a runbook
- MSPs that want fewer manual steps and more automation in recurring workflows
Common Questions
What does a typical engagement look like?
It starts with structured discovery: interviews, shadowing, and mapping how the work actually happens today, not how the org chart says it happens. From there I identify the friction and manual steps, design a future-state process, and build the automation and documentation to support it. Engagements are scoped to the specific initiative, whether that's an onboarding redesign, an M&A integration, or a standardization rollout across teams.
Is this different from MSP Rescue?
Yes. MSP Rescue is on-demand engineering hours for ticket overflow and help desk coverage: day-to-day execution capacity. This advisory role is strategic and process-focused. It's about analyzing how work gets done and building the automation and standardization that changes how it gets done going forward, not filling gaps in a queue. Some MSPs use both together.
Do you work on the systems directly, or just advise?
Both. Recommendations without follow-through don't help a stretched team, so the engagement includes hands-on build work (PSA and RMM workflows, scripts, checklists, documentation) alongside the process analysis. You get a working system, not just a slide deck.
Need overflow capacity too? Pair this with MSP Rescue for on-demand engineering hours, or see everything available through the For MSPs page.