Skip to content This panel dives into a tough truth for MSPs: outdated, disconnected systems are quietly killing growth. Leaders from Empellor CRM, Experlogix, Microsoft, McMann & Ransford, and Queue Associates explore the hidden costs of platforms not built for modern sales, marketing, and customer engagement—highlighting issues like revenue leakage, poor data access, and AI unpreparedness. The verdict? MSPs that don’t modernize now risk falling behind fast. With AI changing the game at lightning speed, this session makes it clear: if your tech isn’t helping you grow, it’s actively holding you back.
In this clip, Chris shares a revealing story of an MSP sales and marketing leader using ConnectWise. The mounting frustration she faced trying to perform basic tasks the platform simply wasn’t built to handle. It’s a powerful example of how using the wrong technology for your growth goals creates hidden friction, wastes time, and ultimately limits performance. If your team is working harder than they should to achieve the basics, this is your wake-up call.
In this clip, Art Pugach, CTO of Queue Associates, and DeAnna Saville, Business Apps SMC Lead at Microsoft, deliver a critical message: before you can successfully implement AI or tools like Microsoft Copilot, you must get your house in order. Art explains that AI won’t fix broken systems—it will expose and amplify them. DeAnna reinforces this by pointing out that most organizations aren’t ready because their data is a mess and their internal processes are undefined. If you’re thinking about adopting AI but haven’t locked down your core systems and workflows, this is your red flag—and your call to act now.
In this clip, Art Pugach delivers a motivating reality check: AI—especially tools like Copilot—has only been around a couple of years, yet it’s already reshaping how businesses operate. The biggest thing holding people back? Fear of falling behind has become so paralyzing that many don’t even start. Art urges MSPs to take that first step—get a small group to experiment, explore, and learn. The path forward isn’t perfection; it’s participation. You don’t need to know everything to begin—you just need to begin.
Here’s a critical gut-check for MSPs: if you’re not using AI internally, how can you expect to sell it credibly to your customers? Chris challenges MSP leaders to create real, internal success stories that demonstrate how AI is transforming their own business. Without that firsthand experience, you’re not just missing out on operational gains—you’re missing the story your customers need to hear to trust you as a guide in their AI journey
MSPs can’t afford to treat AI like just another service to sell—it has to start from within. In this clip, Chris emphasizes that true transformation begins by getting your own house in order. You can’t deliver value to customers if your internal operations, processes, and tech stack aren’t aligned and ready for what today’s AI-driven world demands. Generic offerings won’t cut it. To lead in this space, MSPs need to create real, strategic impact—and that starts with elevating their own use of technology to match the expectations they’re setting for their clients.
When MSPs recognize their current platform isn’t built for an AI-driven future, the path forward starts with one clear priority: adopt a purpose-built solution aligned to your business goals, data, and processes. In this clip, Chris stresses the importance of choosing technology that’s ready for AI—not something you retrofit later. Mark reinforces the point by reminding leaders to begin with the end in mind—define the outcomes you want, then choose the tools that will get you there efficiently. It’s not about chasing features—it’s about building toward your future.
This clip delivers a bold and necessary wake-up call. Art Pugach makes it clear: if you’re not relentlessly pursuing better ways to implement technology, you may be in the wrong industry. The pace of innovation—especially with AI—is relentless, and standing still isn’t an option. Chris reinforces the urgency, comparing the AI revolution to the cloud era—only moving 10 times faster. If you’re not actively evolving, your competitors are—and they’ll leave you behind. Adapt or be replaced.
These clips are just a preview—submit the form below to watch the full session, Does Your Technology Help or Hinder Your Growth?, and uncover the critical insights, frameworks, and expert guidance MSPs need to modernize their tech stack, harness AI, and future-proof their business before it’s too late.
Time is running out for MSPs who fail to innovate and differentiate. Commoditization is coming, and those who don’t adapt will be left behind. With Empellor CRM, you’ll have the tools you need to dominate your market and create lasting, profitable relationships with your clients.
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