At MSPCFO, our mission is to empower our clients with tools that drive value and efficiency. In our recent Office Hours webinar, we introduced an exciting new feature called Pathways—an innovation designed to simplify complex processes and provide actionable insights. Here’s a closer look at Pathways, how it works, and the questions our clients asked about maximizing its potential.
What is Pathways?
Pathways represents a significant leap forward in helping MSPCFO users uncover key insights without sifting through multiple reports. By layering data from various sources into a single, streamlined interface, Pathways identifies opportunities for improvement with precision and clarity.
For example, Pathways can pinpoint:
- Inefficient agreements: Agreements where clients are over-serviced relative to their payments.
- Unprofitable clients: Clients whose contributions fall below desired thresholds.
- High-effort clients: Clients requiring disproportionately high hours or effort to serve.
How Pathways Works
Larry Cobrin, our CEO, explained how Pathways consolidates critical metrics into a single, actionable view. For instance, users no longer need to jump between reports to determine whether a client is unprofitable, their agreement terms are suboptimal, or their tickets are taking too long. Pathways applies layered filters to identify clients with issues that are both significant and addressable.
One example highlighted during the session involved identifying a client whose hours per ticket were 2.5 times higher than average. Using Pathways, this insight emerged instantly, along with addressable factors to resolve the inefficiencies.
What's Next For Pathways?
Pathways is just the beginning of a larger initiative we call Project Susie (short for “Seasoned User”), which aims to make sure every user of MSPCFO can quickly leverage the insights afforded them by MSPCFO. While it will not be our only tool, we do plan to spend 2025 to deeply integrate AI-driven insights throughout the platform.
Future updates will include:
- Interactive help options (a chatbot, but better) to compliment (not replace) our customer service team for those who want more asynchronous self-guided assistance.
- New Pathways where other information is aggregated and layered to find addressable inefficiencies.
- Dynamic custom report and dashboard creation based on the particular needs of the users
- And much more.
Client Questions and Insights
We opened the floor for questions and feedback, and our clients offered incredible ideas and perspectives:
- Can Pathways help identify inefficiencies at the employee level?
While current reports focus on agreements and clients, this suggestion sparked a discussion about analyzing inefficiencies tied to individual employees or specific ticket types. Multi-touch tickets pose challenges in attributing time accurately, but we’re exploring solutions. - Is there a way to track historical trends within agreements?
Period-to-period comparisons are on our roadmap, as we aim to help clients identify hotspots and patterns over time. - Can filters in Pathways be saved for future use?
Not yet—but this is a planned enhancement. We’re committed to ensuring that Pathways is as flexible and user-friendly as possible. - How can we re-onboard effectively if we have new team members or just need more training?
For those seeking a refresher, our updated documentation now includes a comprehensive “Onboarding Essentials” guide. We also offer personalized follow-up calls to ensure users are maximizing value.
The Value of Community Feedback
This webinar underscored the collective genius of our clients. Suggestions like integrating user-based analysis into Pathways or improving historical data comparisons help us refine our offerings and deliver more value. As Larry put it, “Our client base is collectively a genius, and we want everyone to benefit from the insights shared.”
Looking Ahead
We’re thrilled with the early success of Pathways and grateful for the engagement from our community. As we continue to evolve this feature and others, your feedback remains invaluable.
Missed the webinar? Stay tuned for future sessions—we’ll be hosting these Office Hours regularly to showcase new features, discuss best practices, and answer your questions. Together, we can make MSPCFO an even more powerful tool for your business.
Have questions or ideas for our next session? Let us know!
About MSPCFO
Winner of both the Partner Innovation and Partner Advocate awards at IT Nation Evolve 2022, MSPCFO is a business intelligence platform designed to solve the unique profitability and productivity challenges managed services providers face. Since the application’s introduction in 2014, MSPCFO has helped hundreds of MSPs and TSPs in the United States, Canada, APAC, and Europe identify improvement targets that directly boost their bottom line. Founder and CEO Larry Cobrin’s consulting, investment banking, private equity and product management experience coalesced in his development of the MSPCFO software and business model.
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To learn more MSPCFO, please visit www.mspcfo.com.
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