Systems for MSPs
Managed Service Providers generate revenue through recurring seat-based contracts and high-margin project work. Leakage often occurs when technicians perform out-of-scope work without billing, or when expiring service agreements are not proactively renewed.
Technology, SaaS & Agencies
Also for: MSPs
How the business actually works
Inbound Audit
Capture lead details and schedule the initial network assessment or security audit.
Proposal Design
Present the managed services agreement and project scopes based on audit findings.
Onboarding
Coordinate hardware delivery, agent deployment, and initial user training sessions.
Service Delivery
Maintain visibility through the client portal for ticket tracking and uptime reporting.
Strategic Review
Facilitate quarterly business reviews to align IT strategy with client growth.
Expansion
Identify opportunities for security stack upgrades or infrastructure refreshes.
Renewal
Automate the extension of service level agreements before the current term expires.
Where it leaks
Technicians often fulfill requests that fall outside the monthly flat-fee agreement. Without a system to flag these for project billing, the firm provides free labor that erodes profit margins.
Manual data collection for new client environments leads to long lead times before billing starts. Delays in gathering user lists and site documentation stall the start of the recurring revenue cycle.
Clients who do not submit tickets often feel the service is unnecessary because everything works. Failing to communicate the value of behind the scenes maintenance leads to cancellations during budget cuts.
Prospective clients expect quick turnarounds on environment assessments to make a decision. Manual follow-up on outstanding audit questions prevents the sales team from closing new seats.
Crucial client credentials and site maps are often stuck in disparate systems or email threads. This lack of centralization forces senior engineers to handle basic tasks that lower-level staff could resolve.
What LATTICE can build
Standardize the collection of site data and network credentials through secure digital forms that feed directly into the client record.
Trigger automated invitations for Quarterly Business Reviews to ensure technical account managers stay in front of key decision makers.
Notify account managers and clients ninety days before a contract expiration to facilitate smooth renewals and seat count adjustments.
Provide a centralized hub where users can view their current equipment inventory, open tickets, and pending project approvals.
Send digital sign-off requests for hardware quotes or out-of-scope labor to ensure every hour worked is authorized for billing.
Automatically request a satisfaction rating after a support ticket is closed to monitor service quality and technician performance.
Example systems
Tell us what's slowing the business down. LATTICE can build around the way your business operates.
The system allows you to tag clients based on their specific service level agreement. This ensures that automation, such as ticket prioritization or reporting frequency, remains consistent with the contract they have purchased.
While we do not replace your monitoring agents, our intake workflows streamline the initial collection of non-discoverable data. This includes warranties, vendor contact info, and site access protocols that agents cannot scrape.
By automating frequent requests like password resets or basic documentation lookups through the portal, you reduce the volume of low-value tickets. This allows your engineers to focus on higher-level infrastructure issues.
Workflows can be set up to flag specific keywords or categories. When a technician identifies a project-based task, the system can trigger a quote request to the client before the work begins.
Yes, it maintains engagement with prospects who have completed an audit but are not yet ready to switch providers. It delivers technical insights and firm updates to keep your agency top-of-mind.