Flamingo

Beyond Feature Requests: How We Run Customer Operations

Wednesday 27 May
18:14
12:10
Video Episode

Interviews and case study management. Every beta customer who did a case study agreed to go on video - 100% participation rate across 11 customers managing 5,000+ endpoints. We built an internal conviction dashboard that tracks every customer conversation, maps intent tiers, and connects interview data to revenue projections. Before we turn on billing, we're running structured validation interviews with our top 50 customers to pressure-test willingness to pay.

AI INTEGRATIONCASE STUDYCUSTOMER OPERATIONSDOCUMENTATIONPRODUCT MANAGEMENT
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Frequently Asked Questions

About OpenFrame

Most platforms give you one piece and expect you to bolt the rest on. OpenFrame unifies the whole stack in one place, with AI copilots built in. Fewer logins, fewer bills, less duct tape.
OpenFrame isn't built to plug into your stack. It replaces it. Instead of duct-taping a dozen tools together (RMM, MDM, SIEM, patching, remote access, each its own login and bill), we bundle it into one unified platform: RMM, MDM, monitoring, automation, remote access, patch management, security monitoring, and ticketing, plus built-in AI copilots. So "does it integrate with X?" usually means: you won't need X anymore.
In the cloud, on US soil. Your data stays stateside.
Both. It's built for MSPs and MSSPs alike.

MSP AI Agents

Yes. In production MSP shops today, 10% to 25% of tickets close before a human opens them. Thread alone has processed 173 million tickets across 750-plus MSP partners at 96% triage accuracy, handing back 490,000-plus technician hours. Agents own the low-risk, high-volume work (password resets, MFA enrollment, known installs, onboarding and offboarding) and flag anything that touches production data or needs judgment for a human to take.
On a five-person desk, reported deployments show $78,000 to $130,000 in annual direct labor savings, roughly 30% fewer escalations, and 15% to 20% better SLA compliance. Broader MSP adoption data adds ticket handling time cut by 45% and five to 12 points of margin, all from reclaimed capacity rather than headcount cuts.
ConnectWise AI is the umbrella for ConnectWise's AI features on the Asio platform: the Sidekick GenAI assistant and ConnectWise RPA. It handles ticket triage, sentiment analysis, AI-assisted scripting, and natural-language automation across PSA and RMM, delivered through the ConnectWise Pro package.

AI MSP

Most MSPs start with AI features inside their existing PSA, RMM, and ticketing systems rather than standalone products. Common categories include AI ticket triage, alert correlation, scripting assistants, and AI-native all-in-one platforms like OpenFrame that run intelligence across the whole stack.
Start with a readiness assessment, not a tool purchase. Confirm your ticket history is clean and your RMM, PSA, and monitoring systems connect. Then pick one high-volume, low-risk workflow, usually ticket triage, and pilot it on internal tickets before any client sees it.

IT Documentation

Hudu is IT documentation software that MSPs and internal IT teams use to centralize client documentation, network details, encrypted passwords, IT assets, and SOP runbooks in one searchable platform, so technicians find what they need without digging through scattered files.