5 Automation Mistakes IT/MSP Businesses Make (and How to Avid Them with This Guide)

  • Bill Stucklen
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    Bill Stucklen

  • January 7, 2025
  • 7 minute read
 

Workflow automation has shifted from being a nice-to-have to an absolute necessity as businesses embrace the era of digitization.

For IT/MSP businesses, the right automation tools can be a game-changer—streamlining operations, minimizing human error, and driving efficiencies that directly impact profitability.

But let’s be real: implementing automation isn’t just about flipping a switch. It takes thoughtful planning, strategic alignment, and continuous upkeep to get it right and keep it running smoothly.

Unfortunately, many IT/MSP businesses stumble into common pitfalls when adopting automation. These missteps can lead to wasted time, drained resources, and even strained client relationships.

To help you steer clear of these challenges, here are the top 5 mistakes to avoid in IT/MSP automation:

1. Automating Without a Clear Strategy 

Automation has the potential to revolutionize IT/MSP operations, but without a clear, well-thought-out strategy, it can lead to more inefficiencies than it solves.
 
Research from McKinsey & Company highlights that organizations with a strategic automation roadmap are 40% more likely to achieve ROI within the first year compared to those who implement piecemeal solutions.
 
In technical environments, this lack of strategy often manifests as automation sprawl—disconnected scripts, redundant workflows, and tools that don’t integrate properly. This can not only waste resources but also create additional friction for IT teams tasked with managing the chaos.
 
Avoid This Mistake:
  • Conduct a Process Audit: Perform a thorough analysis of your current workflows. Use data from your PSA and RMM systems to identify the areas with the highest volume of repetitive tasks, bottlenecks, or manual errors. For instance, ticket triage and assignment processes are often ripe for automation, as Gartner reports that 56% of IT service tickets are low-value, repetitive tasks that can be streamlined.
  • Develop a Strategic Roadmap: Build a phased plan that aligns automation goals with your business objectives. Whether your focus is reducing ticket resolution time, improving SLA compliance, or enhancing scalability, ensure each automation initiative contributes to measurable outcomes. For example, if SLA compliance is a priority, focus first on automating ticket prioritization based on response-time thresholds.
  • Leverage Tools with Scalability and Integration: Opt for automation platforms that integrate seamlessly with your existing PSA/RMM systems to avoid creating silos. Look for tools that support APIs and advanced scripting to maintain flexibility as your needs evolve.
  • Test and Iterate: Roll out automation in controlled stages, monitor outcomes, and gather feedback from technical staff. This ensures you’re solving real problems and avoiding unanticipated disruptions.

Why This Matters:
 
By automating with a clear, data-driven strategy, you reduce the risk of over-automation or redundancy. Instead, you’ll establish workflows that improve productivity, reduce human error, and create a strong foundation for scaling your business operations. 
 

2. Ignoring Process Optimization Before Automating  

Automating a broken or inefficient process doesn’t fix the underlying issues—it amplifies them. Think of automation as a force multiplier: it can enhance well-designed workflows, but it can also scale inefficiencies and inconsistencies into bigger challenges that drain time and resources.

For example, if your ticket escalation process involves redundant approvals or unclear prioritization, automating it without first optimizing the workflow may lead to delays, client dissatisfaction, or even SLA breaches. Research from Forrester indicates that 38% of automation failures stem from inadequate process evaluation and optimization before deployment.

Avoid This Mistake:
  • Conduct a Workflow Analysis: Map out your current processes step-by-step. Use tools like Lucidchart or Visio to visualize workflows, identifying bottlenecks, redundant steps, or inconsistencies. For example, review how tickets flow from submission to resolution. Are there repetitive steps that add no value? Are priorities being handled consistently across technicians?
  • Standardize Processes Across Teams: Standardized workflows reduce variability and ensure predictable outcomes when automation is applied. Utilize documentation platforms like IT Glue or Confluence to establish and share standardized procedures. For instance, define clear escalation policies for tickets based on urgency, client SLAs, or technical complexity.
  • Test and Refine Processes Manually First:Before introducing automation, ensure the manual process is optimized and delivers consistent results. Gather feedback from your technicians and end-users to fine-tune workflows.
  • Leverage Tools to Analyze Efficiency: Tools like Power BI or Tableau can help analyze workflow performance metrics (e.g., ticket resolution times, SLA compliance rates) to identify areas that require improvement before automation. According to Gartner, businesses that optimize processes before automating see a 30% reduction in workflow errors and achieve faster time-to-value.
Why This Matters:
 
Automation is only as effective as the processes it supports. By optimizing workflows beforehand, you ensure that automation delivers consistent, scalable, and predictable results. This not only saves time and resources but also builds trust within your team and with your clients.
 

3. Overlooking Client Experience   

When automating, it’s easy to become hyper-focused on internal efficiencies and forget about the client-facing side of your processes. While automation can streamline ticket updates, communication, or billing, it can also inadvertently make interactions feel impersonal. A poorly designed automated system risks eroding client trust—whether through robotic responses, irrelevant updates, or a lack of empathy during critical moments.
 
A Harvard Business Review study revealed that 73% of customers are more likely to stay loyal to companies that demonstrate empathy and personalized engagement, even when automation is used. For IT/MSP businesses, balancing efficiency with a client-centered approach is essential.

Avoid This Mistake:
  • Balance Automation with Personalization: Automation is great for routine updates—like acknowledging a ticket submission or sharing a resolution timeline—but critical moments call for a human touch. For instance: Automated ticket updates should clearly explain next steps but allow technicians to personalize responses for escalations or complex issues. Use templates for automated billing reminders but include a point of contact for questions or clarifications.
  • Audit Automated Touchpoints: Regularly review your automated communication workflows to ensure they align with your brand voice and client expectations. Are updates clear, concise, and helpful? Do they include easy ways for clients to reach a human when needed? For example, automated ticket responses could include a link for escalation or a technician's contact details if the issue persists beyond a specified time.
  • Solicit and Act on Client Feedback: Make it a habit to gather feedback on how clients perceive your automated processes. Tools like CSAT surveys, NPS scoring, or feedback forms integrated into ticket resolutions can provide valuable insights. For instance, if clients report feeling disconnected from updates, consider refining the tone or adding touchpoints where technicians can follow up personally.
Leverage Automation to Enhance, Not Replace: Think of automation as a way to enhance the client experience, not replace it. Example: Automated ticket status updates ensure clients are informed in real time, while personalized messages at key stages (e.g., resolution confirmation or proactive maintenance scheduling) reinforce trust and reliability.
 
Why This Matters:
 
Clients expect efficiency, but they also value relationships. By integrating automation thoughtfully, you not only streamline operations but also reinforce the trust and satisfaction that drive long-term client loyalty. Automating without considering the client experience can create a disconnect—but when done well, it strengthens your value proposition and differentiates your business from competitors.
 

4. Underestimating Data Quality 

Conclusion


When done right, automation can revolutionize your MSP operations, driving efficiency and enhancing client satisfaction. But to harness its full potential, you need to approach automation strategically and avoid these common pitfalls. 

If you are ready to take your automation strategy to the next level, MSP+ can help. From assessing your workflows to implementing robust automation systems, we specialize in helping MSPs streamline operations and scale effectively. 

Let’s talk about how we can transform your business. Schedule a consultation today.