MSPs are losing time and revenue they cannot see, with managers drowning in calendar Tetris and technicians cherry-picking easy tickets while high-priority projects vanish into a black hole. These are not minor annoyances. They are huge bottlenecks that cause burnout, kill client relationships, and quietly cap your MSP’s growth. When MSPs replace this chaos with a visual, pull-based workflow, teams double revenue without adding headcount, project delivery times improve significantly, and owners finally take their first real vacation in years.
Concierge Onboarding Eliminates Setup Delays
Who this is for:
MSP owners and service managers who need their teams working from boards immediately but don't have time to become Kanban and workflow experts themselves. This works for teams of 3 to 50 technicians across service desk, projects, and hybrid roles.
Feature:
The concierge onboarding team configures your first Kanban boards in a single one-hour Zoom session.
How it works:
An implementation specialist analyzes your PSA workflows in ConnectWise, Autotask, or HaloPSA and builds boards matched to your ticket types and team’s structure and unique needs. They walk through features specific to your MSP’s operations, handle technical configuration, PSA integration, and initial board setup so your team gets a single pane of glass into exactly what to do without waiting for you to figure it out first. This is included in your TopLeft subscription.
Outcome:
Teams start with production-ready boards on day one instead of spending three weeks in trial-and-error configuration while you approve every setup decision. No more tickets falling through the cracks because no one had visibility to see their backlog.
"We have seen firsthand how it has helped us visualize our workflows, identify bottlenecks and continuously improve our processes. We've even brought in new team members who were able to rapidly get up to speed with TopLeft." — Judi Noell Baker, Service Desk Manager, Seitel Systems
See how Accelerator group coaching teaches managers to make decisions without escalating
Weekly Group Coaching Prevents Backsliding Into Old Habits
Who this is for:
Service managers and project managers who feel isolated in their role and need peer support to maintain momentum after initial setup. This is especially valuable for managers promoted without formal training who now face ticket overload and missed deadlines despite having Kanban boards in place.
Feature:
Weekly Accelerator coaching sessions provide live problem-solving with peer MSPs and Agile coaches who teach teams to own their decisions.
How it works:
Each call reviews last week's implementation wins and addresses current roadblocks such as ticket overload, missed priorities, and not knowing who has bandwidth. This is so you're not left with a finger in the wind trying to guess your team's utilization. Coaches deliver executable fixes that teams implement that week without needing owner approval. They demonstrate practical solutions like WIP limits and blocked-work escalation, while helping managers understand when to make decisions themselves and when escalation is truly necessary, breaking the habit of everything flowing upward.
Outcome:
Managers see measurable improvements in 30 to 60 days as they maintain new workflows and make operational calls independently instead of waiting for owner input on every ticket priority or scheduling conflict. Steve at Teba improved project efficiency 58% through sustained weekly coaching that taught his team members to pull work without being assigned, moving from a spoon-fed culture to one where the team standardizes the way they work.
Learn about 30-day rapid implementation that embeds team ownership from day one
Thirty-Day Rapid Implementation Builds Permanent Adoption
Who this is for:
MSPs with three or more teams who have already tried visual management tools and watched them turn into shelfware because technicians never adopted them. This is for organizations where past rollouts failed, and leadership needs guaranteed adoption backed by clear, hard metrics that prove ROI.
Feature:
Rapid implementation is a four-week, structured rollout that sets up your team’s boards, fixes how work flows, and guides your team through the change so technicians can manage their own work without their manager’s constant oversight.
How it works:
Week 1 assesses team readiness and pinpoints where tickets get lost. They fall through the cracks because status rules are unclear or used inconsistently in the PSA, leading technicians to resolve work instead of escalating it. This is your triage phase: surfacing the black hole projects buried in your backlog that no one has touched in months.
Weeks 2 and 3 focus on building custom boards and training teams on practical Kanban benefits like queue visibility and clear work ownership, so technicians stop waiting for assignments. Your team gets hands-on with the tool and begins seeing the full backlog for the first time, creating a true single pane of glass across both service and project work.
Week 4 embeds daily standup habits through live coaching that teaches teams to commit to work publicly and solve coordination problems themselves instead of escalating to management. This is where you standardize the way your team works and make it stick.
Outcome:
Teams replace 2-hour weekly meetings where owners assign all work with 15-minute daily huddles where technicians commit to their own priorities. They clear tickets faster without constant owner intervention or approval.
Most 3-team MSPs invest around $3,000 and see ROI within 60 days as owners finally take their first vacation in years.
"We transitioned from ConnectWise Manage to TopLeft for better ticket management. And we have improved SLA adherence from 60% to 90% within six months. Our employee utilization has improved as well from 30% to 75%." — Chase Effler, Engineering Manager at Appalachian Network Services Inc.
"We have reduced ticket queue from 180 to under 100, and enhanced tech utilization, with some improving from 30% to 60%." — Te'neyl Hagman-Simpson, Director of Technical Operations, Morgan Birgé
Explore executive coaching for owners who need to delegate but don't trust their teams yet
Change Management Protects Your Software Investment
Tools become shelfware when implementation ignores the real barrier, which is teams that do not know how to step up and owners who cannot let go of work they can easily outsource.
Structured programs focus on workflow changes and mindset shifts. They teach technicians to pull work without waiting for assignments, so cherry-picking and spoon-feeding become a thing of the past. They coach managers to make operational calls without escalating everything, getting that monkey off your back for good. They help owners identify which decisions they need to make versus which ones are bottlenecks blocking their team’s growth.
The result is 50% less owner coordination time, eliminated duplicate tools, teams that run independently, and adoption that sticks because everyone finally knows their role. No more chainsaws in the air and no more work falling through the cracks.
Schedule your fit assessment today to see if structured implementation matches your readiness to build team ownership.
