How a Mid-Market MSP Eliminated 40+ Hours of Weekly Manual Work
hrs/week saved
faster invoicing
fewer errors
workflows automated
The starting point
When I first assessed this MSP's operations, the pattern was familiar. A 50+ person MSP running ConnectWise, with a platform that had evolved through years of quick fixes, workarounds, and “good enough” configurations.
The team was spending 40+ hours per week on manual processes that should have been automated. Invoice processing required multiple people touching every transaction. Billing reconciliation was a monthly multi-day exercise. And the reporting infrastructure was a collection of spreadsheets, custom-built tools, and manual calculations that nobody fully trusted.
ConnectWise Configuration
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Invoice processing required roughly 15 minutes per transaction. Procurement consumed 15+ hours per week across the team. The duplicate invoice rate sat between 3-5%, creating constant reconciliation headaches and vendor trust issues.
I built automated procurement workflows with PO creation, invoice matching, approval routing, and exception handling — replacing a process that had been held together with spreadsheets and tribal knowledge.
| Metric | Before | After |
|---|---|---|
| Time per invoice | ~15 min | ~2 min (87% reduction) |
| Weekly procurement hours | 15+ hrs | ~2 hrs |
| Duplicate invoice rate | 3-5% | <0.1% |
| Audit trail coverage | Partial | 100% |
“Procurement went from the team's least favorite task to something that mostly runs itself.”
Billing Automation
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Carrier billing reconciliation consumed roughly 8 hours every month — a manual, error-prone process that nobody wanted to own. AR follow-up was inconsistent, with no standardized escalation path and invoices slipping through the cracks.
I automated the carrier reconciliation process end-to-end and built dunning workflows with escalation logic — automatic reminders, escalation triggers, and clear visibility into where every outstanding invoice stood.
| Metric | Before | After |
|---|---|---|
| Monthly carrier reconciliation | ~8 hours | ~30 minutes (94% reduction) |
| AR follow-up prep | ~4 hours/week | ~30 minutes/week |
| Days-to-payment improvement | — | ~12 days faster |
“The finance team went from dreading month-end to barely noticing it.”
Custom API Integration
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The MSP was running disconnected systems with no audit trails and ad hoc credential management. Integration failures surfaced as client complaints, not automated alerts. Nobody had full visibility into what was connected to what, or whether any of it was actually working.
I built 15+ integration points with centralized credential management, automated monitoring, and full audit trails — turning a fragile collection of point-to-point connections into a managed integration layer.
| Metric | Value |
|---|---|
| Active integration points | 15+ |
| Credential exposure incidents | Zero |
| Mean time to detect failure | Minutes (was days) |
| Audit trail coverage | 100% |
“Integration failures used to surface as angry client calls. Now they surface as Slack notifications — before anyone notices.”
Reporting & Dashboards
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Financial reports took minutes to generate. Decisions were made on stale data because nobody wanted to wait for the numbers. The reporting infrastructure was a patchwork of slow queries, manual exports, and spreadsheets that required constant maintenance.
I rebuilt the reporting layer with optimized queries and real-time dashboards — turning a process that was measured in minutes into one measured in milliseconds.
| Transactions | Before | After | Improvement |
|---|---|---|---|
| 1,000 | ~1s | ~12ms | 71x faster |
| 10,000 | ~6s | ~78ms | 79x faster |
| 50,000 | ~41s | ~380ms | 108x faster |
| 100,000 | ~98s | ~720ms | 136x faster |
“The finance team went from waiting for data to drowning in it — in the best way possible.”
Workflow Design
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Each core process had 3-5 manual handoffs. Execution was inconsistent — the same process ran differently depending on who was working that day. Things fell through cracks regularly, and nobody had visibility into where a given process stood at any point in time.
I automated 5 core end-to-end workflows: Procurement, Carrier Billing, Collections, Reporting, and Compliance. Each workflow was designed to eliminate manual handoffs, enforce consistent execution, and surface exceptions automatically rather than waiting for someone to notice.
“The best workflows are the ones nobody thinks about — because they just work.”
Managed Retainer
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Over 12+ months of continuous engagement, the MSP's operational platform grew with the business rather than becoming a bottleneck. New vendor integrations, compliance framework updates, architecture evolution, and database migration — all planned, prioritized, and executed with zero disruption to daily operations.
“The retainer isn't about maintaining the status quo — it's about making sure the platform evolves as fast as the business does.”
These numbers came from one MSP. What could PaxRig find in yours?
Book a free discovery call and I'll tell you exactly where your PSA is leaving money on the table.