This year I had the opportunity to participate for the first time in the MSP Summit—one of the most important events that brings together Managed Service Providers (MSPs) once a year to share experiences, challenges, and insights from a sector that represents nearly 80% of technology sales in the U.S. market.
In addition to an expo showcasing cutting-edge products and services, the event offered highly valuable talks and conferences that reflected the current landscape for Service Providers, their challenges as technology partners, and the challenges of their clients.
Among the most important takeaways:
Data readiness is critical. Both clients and MSPs must structure, organize, and make sense of their data to fully adopt AI tools.
Everyone wants to adopt AI—both internally and for clients. There is still uncertainty about how to approach AI adoption, the right steps to follow, and the need for guidance in this fast-moving journey.
Help Desk as a quick win. Ticket intake, classification by type and priority, and resolution workflows can be automated with AI agents and chatbots. While major players already offer solutions, there is still plenty of room for innovation with agents, bots, and intelligent workflows.
Process maturity is key. Both Service Providers and end-users must review their processes to evaluate their maturity, alignment with business goals, and readiness for automation and AI adoption.
AI adoption aims to improve client KPIs—enhancing service, reducing friction, and enabling faster and more automated support.
Openness to new solutions. MSPs are looking to integrate automation and AI-based products into their portfolios to scale clients’ businesses and offer new services.
Colombia as a strategic ally for MSPs:
Strong track record in intelligent automation, staff augmentation, cybersecurity, software factories, data analytics, and more.
Strong cultural affinity with the U.S.—from business behaviors to consumer patterns.
Convenient geographic proximity, with flights of just 3–6 hours to most U.S. cities.
High-level English proficiency across Colombian tech companies.
Colombian entrepreneurs are known for their passion, commitment, and delivery of high-quality products and services.
In conclusion, the U.S. MSP sector can form powerful alliances with Colombian technology companies to deliver world-class solutions.
See you at next year’s MSP Summit!