If you're an MSP, you already know that the only constant in this industry is change. Whether it’s a new tool, a platform upgrade, or an entirely new way of working, transitions are part of the job. But just because they’re common doesn’t mean they’re easy.
Tech transitions can bring a mix of excitement and anxiety. The potential is huge, but so is the risk of resistance, burnout, or flat-out failure if it’s not handled thoughtfully. The good news? It doesn’t have to be a headache. In fact, done right, it can bring your team closer, help them work smarter, and make your service even stronger.
Here’s how some forward-thinking MSPs are navigating big changes with their teams, and what you can take from their playbook.
Your team needs more than a link to a new tool and a calendar invite. They need to understand the reason behind the change. What's the pain point it's solving? What's the real benefit to them and your customers?
Marco, a national MSP serving over 550 clients, had five people fully dedicated to routing tickets. Skilled technicians were wasting time on admin work instead of helping customers. That kind of bottleneck slows everyone down. When Marco implemented Thread’s AI-powered triage, the goal wasn’t to replace anyone—it was to give time back to the people who actually fix problems.
Danielle Vickstrom, Senior Service Delivery Manager at Marco, said it best:
“The biggest frustration was knowing that we had techs who could fix issues, but they were stuck doing manual work that AI can now do automatically.”
When your team understands the reason behind a transition, they’re much more likely to get behind it.
It’s hard to get buy-in when your team feels like the change is being handed to them without their input. Instead of rolling things out top-down, pull people in. Let them test the new tool, share feedback, and even poke holes in the plan.
Blacktip IT Services, a Florida-based MSP with blazing-fast response times, did just that. Their team was already using Microsoft Teams heavily, but email was still a big part of their support workflow. It was slowing things down. So when they brought in Thread, the goal was to make support smoother by working where they already were.
“After Thread, we stopped offering email-first support altogether. It’s a major win,” said CEO Matthew Bookspan.
Because the team helped shape the new process, they were bought in from day one. That kind of ownership changes everything.
Changing tools or systems overnight rarely works. Your team needs space to learn, test, and adjust. A rollout doesn’t have to be all or nothing on day one.
Integritek, an MSP with around 90 clients and 3,500 endpoints under management, took a measured approach when they rolled out Thread’s Assistive AI. The ConnectWise integration happened fast, but the real shift was how they eased the team into new ways of working.
“Even though we’re not moving the needle on SLA by having Assistive AI involved, it feels like we are. Clients perceive that they’re being helped faster, and perception is a huge part of service quality.”
Giving people time to adjust made the change feel natural instead of forced.
Nobody wants to sit through a two-hour presentation with a slide deck and zero relevance to their day-to-day. Keep training practical. Show people what the tool can do, and make it easy to learn in short bursts. Use screen recordings, quick walkthroughs, and real-life use cases. Better yet, let your team create documentation as they go.
At Blacktip, they use Thread inside Teams to resolve tickets, share knowledge, and collaborate quickly. That real-time interaction helps build internal training and onboarding without anyone even realizing it. It’s just part of the way they work.
Once people start seeing real results, highlight them. Maybe a technician resolves a ticket faster using the new workflow. Maybe your dispatcher is freed up to focus on client relationships instead of sorting queues. Those moments matter.
Marco was able to cut dispatch from five full-time staff to just one, which freed up the rest of the team for more meaningful work. Techs went from sorting tickets to solving problems.
“Technicians can now focus on complex problem-solving instead of clicking dropdowns all day.”
Blacktip saw faster collaboration. Integritek’s customer interactions became smoother. None of those wins happened overnight, but they were recognized and celebrated along the way.
The data might look great, but if your team is frustrated or disconnected, something’s off. Pay attention to what people are saying and how they’re feeling. Is the new process working for them, or just creating new work?
Integritek used automation to cut out repetitive tasks and give techs more time to focus on real issues. But just as importantly, it helped shift how their clients felt about IT.
“Implementing robots actually makes things more human—it eliminates the friction and makes interactions feel natural.”
The right tech won’t just change what your team does. It’ll change how they feel about the work and how your clients feel about your service.
Tech transitions are always going to be part of the job, but how you lead through them is what makes the difference. Marco used automation to free up their team and improve customer satisfaction. Integritek rolled out real-time chat and smart routing to deliver faster service. Blacktip leaned into collaboration and simplicity to keep up their speed without burning out.
None of them just installed a tool and walked away. They brought their teams along for the ride, listened to feedback, and built something better together.
If you’re about to make a big change, or already mid-rollout and wondering how to get your team on board, remember this: change doesn’t have to feel like a risk. With the right approach, it can be the reason your team thrives.
Ready to lead your team through your next transition? Let’s chat about how Thread can help you make it smoother, faster, and way more rewarding for everyone involved. Book a demo today!