Your everyday requests.
Our everyday work.
We bring AI automation to your MSP on every channel your clients use, helping your team answer, resolve and automate everyday requests. Founded by a 15-year MSP operator, MSP Process brings experience from running a service desk to the work your team handles today.
- MSPs and IT teams
- 1000+
- Countries served
- 22
- Founder MSP experience
- 20+ yrs
WHY WE BUILD
Your team's day.
Our reason to build.
We build around the requests your team handles and the experience your clients have when they come to you for help.
More room for service
We built MSP Process to help your team handle everyday requests across every channel, with more time for the work that needs their attention.
- Everyday requests across client channels
- More time for your team
- Automation built around service work
Experience behind the work
We bring our experience as MSP operators to your team's challenges, working with you to build tools we'd have wanted in our own business.
- Practical experience running an MSP
- Your team's everyday service challenges
- Product decisions shaped by conversations
HOW WE GOT HERE
Experience in the channel.
Experience put to work.
From running an MSP to founding Backup Radar, building MSP Process and bringing Triggr into the family, we've kept your team's daily work at the centre.
Patrick Leonard starts in service
In 2000, more than two decades before MSP Process existed, Patrick Leonard was running a managed services practice and handling the work your team knows.
A gap in backup reporting
In 2014, after fifteen years operating an MSP, Patrick founded Backup Radar to address a gap in backup protection and reporting. Today, thousands of MSPs around the world rely on it to help them handle that work.
A closer look at requests
In 2021, Patrick saw a need to help service desks establish who they were speaking with before handling sensitive requests.
Better communication with your clients
In 2021, following a successful exit from Backup Radar, Patrick launched MSP Process to improve communication and security between MSPs and their clients. We filed a patent in year one as we began building the platform around that work.
Conversations that shaped the product
In 2022, we attended our first IT Nation and began bringing MSPs onto the platform to support their service desks. Those conversations shaped our early product decisions and introduced us to the customers who began putting MSP Process to work.
Automation across your clients' channels
In 2026, MSP Process serves 1000+ MSPs and IT Teams across 22 countries, bringing AI Voice and automation to your clients' channels. We connect with your PSA (professional services automation) and remote monitoring and management tools, including ConnectWise PSA, Datto Autotask, HaloPSA, Kaseya BMS, SuperOps, and Syncro.
Triggr joins MSP Process
In 2026, we acquired Triggr, bringing Triggr Core, Triggr Studio and Triggr OS into the platform. Verified users, automated work and a faster service experience, now under one roof.
MEET THE TEAM
People who know service.
People who build for it.
Our team brings experience running MSPs, growing software businesses and building products for the work your service desk handles every day.
Patrick Leonard
Our founder and chief executive, Patrick brings over 20 years in MSP and IT services, including 15 years running his own MSP before founding Backup Radar.
- Founder of Backup Radar
- Successful exit from Backup Radar
- Founder of MSP Process
Greg Celmainis
Our chief operating officer and managing partner, Greg Celmainis brings experience founding technology companies, growing software businesses and supporting founders as an investor and advisor.
- Voice over internet protocol experience
- Venture capital and private equity
- Mentorship for emerging company founders
Chris Reid
Our vice president of product, Chris Reid brings over 15 years in Product Management, leading our engineering and product teams around the problems your MSP faces.
- Extensive experience in the channel
- Guitar practice and dad jokes
- Mini-triathlons outside the working day
WHAT GUIDES US
Your work comes first.
Our principles follow through.
We build for the work your team handles, with practical experience behind our decisions and clear commitments about your data.
Care before each action
We build security into the start of your workflows, so your team can handle requests with the right checks in place.
- Security built into your workflows
- Checks before the work begins
- Care with your clients' requests
Built by MSP operators
Every product manager, engineer, and founder has either run an MSP or worked deep inside one.
- Experience inside managed service businesses
- Product teams familiar with service
- Engineering informed by daily operations
New approaches to real work
We build new approaches where your team needs them, starting with patent-pending Reverse Technician Verification for your clients' confidence in who's helping.
- Practical invention for service teams
- Client confidence in your technicians
- Patent-pending work on client trust
Your data stays yours
We never sell your data, train models on it or hand it to third parties, keeping your ownership at the centre of our commitments.
- Your ownership of your data
- No sale of your data
- No model training on data
IN DAILY USE
Put to work.
Trusted in daily service.
- 1000+
- MSPs and IT teams
- 22
- Countries
- 20M+
- Identity checks completed
- $11M+
- Savings delivered
“MSP Process is a fabulous product for any MSP. We integrate with ConnectWise PSA, and it works seamlessly automating a number of our workflows. Patrick and his team are a joy to work with.”
James Wagner
CEO, iTeam
LET'S TALK AUTOMATION
Bring us your process.
See what comes next.
Book a demo and tell us about an everyday request your team handles by hand. We'll show a representative workflow and discuss how MSP Process fits your team's work. No customer records are needed.
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