For Managed Service Providers

Consulting for MSPs to scale smarter, optimize process, increase billable hours, adopt AI automation, and run live interactive dashboards.

We help managed service providers improve operational and service desk efficiency, establish best practices, fully leverage AI automation integrated with ConnectWise & BrightGauge, craft live interactive dashboards, provide active reporting and analytics, drive action, build transparency & client trust, train your team, and optimize onboarding.

Service Desk Optimization
SLA uplift, backlog control, escalation alignment, technician training. Analytics & Reporting
Executive & client-ready KPIs; live dashboards; RCA & insights. Systems & Automation
ConnectWise admin, agreements, workflows, AI agents for low-level tasks. Client Experience
Proactive KPI reviews, transparent comms, retention support.

99%+

SLA Compliance Achieved

$200k/yr

Recovered Billables

8h/day

Saved via AI Adoption

Services

End-to-end improvements tailored for MSPs: we establish the right mechanisms in your ticketing system, craft live dashboards, and let AI agents handle repetitive tasks so your team focuses on high-value work.

Service Desk Optimization

Ticket hygiene, backlog aging, escalation playbooks
Shift-left & triage tuning; after-hours model
Technician training & standard work

Business Analytics & Dashboards

Executive + client KPI packs (BrightGauge, Power BI)
Live interactive dashboards & scorecards
RCA reporting, variance analysis, trend forecasting

ConnectWise Administration

Agreements, workflows, automations, integrations
Data integrity audits — recover missed billable time
Standardization across companies/types/subtypes

AI Automation & Agents

Custom AI assistants integrated with ConnectWise
Ticket triage assistant, auto-tagging, bundling
Transcription, summaries, knowledge base generation

Client Experience & Retention

Proactive KPI reviews; transparent comms
Onboarding optimization & playbooks
Stakeholder alignment & cadence design

Leadership & Growth Support

Stalled project recovery; hiring & onboarding
Website/newsletter/social support
Change & governance advisory

ZofiQ AI Automation

Coaching, configuration, and development using AI assistant tools. We deploy ticket triage assistants, build a custom knowledge base, and automate repetitive steps behind the scenes:

Behind-the-Scenes Agents
Auto-tag companies & ticket types, bundle related tickets, set priorities, add summaries. Save ~8h/day across service teams.

Onboarding Acceleration
AI-generated SOPs & guided flows improve new-hire ramp time and deliver consistent quality.

Transcription & Insights
AI transcription for calls; generate next steps, update tickets, and push to dashboards.

Result: teams focus on high-value work; low-level tasks handled by AI. Client experience improves via speed and transparency.

Impact & Case Studies

Recovered Billables
Time-entry compliance + data integrity: $200k/year recovered in billable hours.

SLA Improvements
From lower-80% to 99%+ sustained SLA with proactive KPI monitoring & playbooks.

AI Adoption
One AI agent ≈ one FTE: ~8h/day saved across L1/L2 teams; improved morale.

Client Retention
KPI reviews + transparent reporting increased trust and protected high-value accounts.

By the Numbers
200 consulting sessions • 1000+ hours delivered • 10+ years ITSM & MSP analytics.

Our Story

Connect Consultants partners with MSPs to move from reactive firefighting to proactive, data-driven operations. Our work spans service desk transformation, analytics & reporting, ConnectWise administration, and AI automation. We collaborate directly with AI integration partners to deliver tailored assistants and agents for your environment.

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