Coached workflow transformation for larger MSP teams

Basic board setup is not enough when you have multiple teams, complex workflows and years of ingrained habits. The Optimize program pairs your team with an implementation specialist who rebuilds how work flows through your MSP.

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What MSPs say before they fix their workflows

★★★★★

“We were using a scheduling model within ConnectWise, and we were simply spending so much time scheduling and rescheduling. When we had that perfect day planned, as soon as we had an emergency come in, we had to completely reschedule everything.”

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Te’neyl Simpson

Director of Technical Operations, Morgan Birgé

★★★★★

“Before we had TopLeft, our dispatcher was only assigning tickets that she knew the resource could work. And what that did was it really put our resources in their bucket, but they weren't allowed to try to grow beyond that.”

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Te’neyl Simpson

Director of Technical Operations, Morgan Birgé

★★★★★

“Everyone was working really hard, a lot of smart people, but had really absorbed the PSA mentality of trying to schedule everything.”

MSP operations leader, on a TopLeft webinar

★★★★★

“We had 40 to 50 different pro services initiatives in flight at the time. Really difficult to tell what was near completion or not or aging too long or blocked.”

MSP operations leader, on a TopLeft webinar

What changes with Optimize

In their own words, what MSP teams describe before the program and after it.

Before

Scheduling and rescheduling every ticket, then scrambling when priorities change
Dispatchers only assigning tickets to people they know can do the work, which limits growth
Engineers cycling through projects and tickets every morning, trying to work out what to do
Inconsistent delivery, every project done differently with no standard framework
New hires taking a year or more to pick up the tribal knowledge (what only one person knows and nobody wrote down)
Siloed teams, where work gets thrown to the next person without enough notes

After

Less scheduling and more pull-based flow. Engineers pull the highest-priority item next
The full-time dispatcher role removed. Technicians self-serve from a shared board
From 40-50 open initiatives down to just over 20, with most near the finish line
Billable revenue setting a new floor each month, higher than most previous peaks
New team members productive in days. The board is the onboarding
Less admin micromanaging and more real management, with project managers handling larger portfolios

What makes Optimize different

A coached workflow transformation, led by a specialist who has done this in dozens of MSPs.

Fit assessment before you commit

Your specialist assesses your current workflows, team structure and PSA setup. If Optimize is not the right fit, we will tell you.

Per-team working sessions

Service desk, projects, dispatch and NOC each get dedicated working sessions. Your specialist learns how each team actually works.

Pull-based workflow design

We move your teams from push-based scheduling to pull-based flow. Technicians work the highest-priority item next, whatever was scheduled three days ago.

Daily huddle coaching

Your specialist coaches your team leads through real daily huddles (10 to 15 minute meetings at the board) until the habit sticks. 15-minute huddles replace two-hour weekly meetings.

Sustained through check-ins

Follow-up check-ins at 30 and 90 days reinforce new habits, address drift, and refine board configurations as your team changes.

How the Optimize program works

Three phases, each building on the last. Your specialist leads every step.

Phase 1: Assess and plan
Kickoff, leadership fit assessment, and per-team working sessions. We map your current workflows, find the bottlenecks, and design the target state.
Phase 2: Build and train
Board creation for each team, PSA cleanup where needed, and hands-on Kanban training. Your technicians learn in their actual data, not a demo environment.
Phase 3: Embed and sustain
Daily huddle coaching, live pitfall prevention, and 30- and 90-day check-ins. This phase is what makes the change stick.

Who this program is built for

10+ technicians across multiple teams

Service desk, projects, NOC or dispatch, each with different workflows that need to work together.

Complex PSA configurations

Multiple boards, queues and routing rules in ConnectWise, Autotask or HaloPSA. Your PSA setup needs expert eyes as well as board setup.

Previous tool rollouts that did not stick

New tools or processes worked for a few weeks, then faded. You need coached change management.

Scaling fast and losing coordination

Every new hire adds to the chaos instead of the capacity. Work gets duplicated, missed or stuck.

What our customers say

★★★★★

30% over budget to 28% under

“We were able to move our average project delivery from negative efficiency to positive 58% efficiency. So we finish projects now with an average of 1/3 time left over!”

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Steve Psaradellis

CEO, TEBA

★★★★★

“We transitioned from ConnectWise Manage to TopLeft for better ticket management. And we have improved SLA adherence from 60% to 90% within six months.”

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