Pia wants to lead the charge in improving how MSPs approach efficiency and scalability. The company seeks to help MSPs boost revenue through AI-powered triage and automation to make help desks “smarter.”
Late last year, Pia rolled out several AI-led automation features to improve help desk resolution for MSPs. Among those were:
- AI-powered Ticket Automation. With features like AutoTriage and AutoStart to automatically sort, prioritize, and start troubleshooting tickets, technicians have a reduced workload. This leads to faster ticket resolutions and better service quality.
- Increased Profitability. Auto Time Logging ensures accurate billing for completed tasks, while Auto Close prevents backlog. This streamlines operations and maximizes revenue opportunities for MSPs.
- Streamlined Integrations. The integration experience makes it easier to connect third-party tools and workflows. It enables seamless automation and error-free operations across diverse platforms.
By addressing some of the most persistent operational challenges that service providers face, Pia’s solutions enable MSPs to streamline processes, improve service delivery, and achieve greater profitability.
Molly Lindsay
AI Triage: Streamlining the Help Desk
Pia’s new AI triage solution is enhancing the help desk by automating the categorization and initial processing of service requests. The feature addresses the bulk of triage work before automation or resolution begins.
“This extends our functionality to other users and more into the help desk,” said Molly Lindsay, Pia vice president of marketing. The innovation enables MSPs to operate more efficiently and improve service levels, she added.
Driving Efficiency with AI and Automation
Terry Irons
Pia COO and chief information security officer (CISO) Terry Irons emphasized the importance of aligning AI tools with the core needs of MSP partners. By automating processes such as ticket categorization, MSPs can reduce the need for manual interventions, allowing techs to focus on higher-value tasks.
“If you ask 10 technicians to categorize the same ticket, you’ll get 10 different answers, whereas the AI can do that consistently and instantaneously every time,” Irons explained. This consistency helps MSPs enhance service delivery and meet client expectations more effectively.
In addition, AI has shifted from being a buzzword to a practical tool for better efficiency and profitability, noted James Allen, Pia senior vice president of sales. “MSPs want to know what they can do to improve and become more secure by using the latest technology. The fact that we’re a part of that is exciting.”
Former Pia CEO Gerwai Todd, who has a deep background in software, said he viewed AI as a new tool to be unlocked. “For example, we can read a ticket, assess the problem, and categorize it with precision. From there, automation takes over, significantly reducing manual intervention,” he explained.
Transforming Metrics and Outcomes
James Allen
Although still new, Pia’s automation tools have already delivered measurable results for MSPs. For example, a Pia partner transformed his MSP’s endpoint-to-technician ratio, according to Allen. By leveraging automation, the company increased its ratio from 190 to 357 endpoints per technician, resulting in significant profitability gains.
“The impact on their bottom line went from 13% to 24%,” Allen shared, illustrating how Pia’s solutions empower MSPs to scale without adding staff.
A Focused Approach to Help Desk Transformation
Pia is committed to refining help desk operations through automation. By mapping every touchpoint in the ticket lifecycle from entry to closure, Pia helps MSPs optimize processes and reduce time spent on routine tasks.
Pia leaders to improve MSP operations through its AI and automation innovations.
“We’ve rethought everything about the help desk,” Lindsay said. “It’s a perfect opportunity to flip the model and make a big impact.”
Added Todd: “We feel like we’re reinventing how an MSP operates. By automating routine tasks, even nontechnical staff can now handle a significant volume of tickets with great results.”
The Road Ahead for MSPs
Pia’s leadership team remains committed to supporting MSPs with innovative solutions that address real-world challenges. With a focus on efficiency, scalability, and automation, the company is helping partners navigate the complex IT management landscape.
As AI and automation continue to reshape the industry, Pia’s tools help MSPs achieve higher service levels, improve client satisfaction, and enhance profitability.
Featured image: iStock
