Discover your MSP’s true strengths and blind spots, and see what it’ll take to scale with higher margins, on-time projects, and a team that works in sync.
OPTIMIZE IMPLEMENTATION PROGRAM
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.
SOUND FAMILIAR?
What MSPs Say Before They Fix Their Workflows
Direct quotes from MSP leaders who have worked with TopLeft.
"We were spending so much time scheduling and rescheduling. As soon as an emergency came in, we had to completely reschedule everything."
Te'neyl Simpson, Morgan Birge
"Everyone was working really hard, a lot of smart people, but had really absorbed the PSA mentality of trying to schedule everything. We weren't getting a ton of throughput."
Bruce Guyer, EK Computer
"People are crazy busy. Technicians are overloaded. Lots of admin time, lots of dispatching and coordination. Just stuff taking forever to get done."
MSP Owner, TopLeft webinar
"Our dispatcher was only assigning tickets that she knew the resource could work. It really put our resources in their bucket, but they weren't allowed to grow beyond that."
Te'neyl Simpson, Morgan Birge
"We had 40 to 50 different pro-services initiatives in flight. It was really difficult to tell what was near completion, aging too long, or blocked."
Bruce Guyer, EK Computer
"It was a Tetris game of moving your calendar around and trying to schedule update tickets. We weren't working on priorities, we were working what was scheduled."
MSP Service Manager, TopLeft webinar
THE TRANSFORMATION
What Changes With Optimize
In their own words: what MSP teams describe before the program versus after.
Before
- Scheduling and rescheduling every ticket, then scrambling when priorities change
- Dispatchers only assigning tickets to people they know can do the work, limiting growth
- Engineers cycling through projects and tickets every morning, trying to figure out what to work on
- Inconsistent delivery. Every project done differently, no standard framework
- New hires taking a year or more to get fully up to speed on tribal knowledge
- Silo teams. Work gets thrown to the next person without enough notes. Nobody set up to win.
After
- Less scheduling and more pull-based flow. Engineers pull the highest-priority item next.
- Removed the full-time dispatcher. Technicians self-serve from a shared board.
- Went from 40-50 open initiatives down to just over 20, with most at the finish line
- Billable revenue established a new floor each month, higher than most previous peaks
- New team members productive in days, not months. The board is the onboarding.
- Less admin micromanaging and more real management. Project managers handling larger portfolios.
REAL CHANGE MANAGEMENT
What Makes Optimize Different
This is not a software rollout. It is 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. No wasted investment.
Per-Team Deep Dives
Service desk, projects, dispatch, and NOC each get dedicated working sessions. Your specialist learns how each team actually works, not how they are supposed to work.
Pull-Based Workflow Design
We move your teams from push-based scheduling to pull-based flow. Technicians work the highest-priority item next, not whatever was scheduled three days ago.
Daily Standup Coaching
Your specialist coaches your team leads through real daily huddles until the habit sticks. 15-minute standups replace two-hour weekly meetings.
Sustained Through Check-Ins
The program does not end at go-live. Follow-up check-ins at 30 and 90 days reinforce new habits, address drift, and refine board configurations as your team evolves.
THE PROCESS
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, identify 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 standup coaching, live pitfall prevention, and 30/90-day check-ins. This phase is what makes the change stick.
IS OPTIMIZE RIGHT FOR YOU?
Who This Program Is Built For
10+ technicians across multiple teamsService desk, projects, NOC, or dispatch. Each team has different workflows that need to work together.
Complex PSA configurationsMultiple boards, queues, and routing rules in ConnectWise, Autotask, or HaloPSA. Your PSA setup needs expert eyes, not just board setup.
Previous tool rollouts that did not stickYou have tried new tools or processes before. They worked for a few weeks then faded. You need coached change management, not another setup wizard.
Scaling fast and losing coordinationYou are hiring but every new tech adds to the chaos instead of the capacity. Work gets duplicated, missed, or stuck.
RESULTS THAT SPEAK
What Our Customers Say
★★★★★
+58% project efficiency
"We were able to move our average project delivery from negative efficiency to positive 58% efficiency. We finish projects now with an average of 1/3 time left over! TopLeft is an extremely affordable investment."
Steve Psaradellis
CEO, TEBA
★★★★★
Ticket queue: 180 → under 100
"We have reduced our ticket queue from 180 to under 100, and enhanced tech utilization, with some improving from 30% to 60%. TopLeft led to better utilization and faster response times for customers."
Te'neyl Simpson
Director of Technical Operations, Morgan Birgé
★★★★★
"We see value in using TopLeft. We have seen firsthand how it has helped us visualize our workflows, identify bottlenecks and continuously improve our processes. New team members were able to rapidly get up to speed."
Judi Baker
Service Desk Manager, Seitel Systems
★★★★★
SLA adherence: 60% → 90%
"We improved SLA adherence from 60% to 90% within six months. Our employee utilization improved from 30% to 75% — our target is 80% and we are almost there."
Chase Effler
Engineering Manager, Appalachian Network Services
Ready to Transform How Your Team Works?
The Optimize program is for MSPs that need more than board setup. Talk to our team about whether it is the right fit.