Enhancing Customer Communication for an MSP

Hatz AI partnered with a Managed Service Provider (MSP) to transform how their Relationship Managers (RMs) access and interpret customer information. The initiative focused on converting raw operational data from ConnectWise PSA into a clear, plain-language summary—empowering RMs with immediate, actionable insights.

Traditionally, the MSP’s Relationship Managers faced the challenge of sifting through extensive data including service tickets, project tickets, notes, time entries, and activities. Key difficulties included:

• Consolidating disparate data sources into a unified, easily digestible format
• Presenting information in layman’s terms for quick comprehension
• Personalizing communication to align with the unique preferences of each account representative
• Integrating additional data sources (such as call records from RingCentral) and automating processes

Hatz AI developed a robust, multi-step process to address these challenges:

1. Data Extraction & Aggregation

• ‍‍Customer data is extracted from ConnectWise PSA over specified date ranges.
• Data—including service tickets, project tickets, notes, time entries, and activity logs—is compiled into a JSON-formatted file.

2. API-Driven Processing

• ‍‍Each JSON file is uploaded via API to secure a unique file UUID.
• The Hatz App analyzes the content for each UUID, transforming raw data into clear summaries that highlight events, issues, concerns, and essential talking points.

3. Tailored Communication

• ‍‍The summarized report is automatically emailed to the corresponding account representative as listed in the PSA.
• The solution allows for a personalized communication style by incorporating static configuration files that specify the preferred tone and style for each account rep.

4. Extending the Value

• ‍‍Future integrations include combining RingCentral phone service data to provide insights into the customer’s call experiences.
• Existing PowerAutomate flows that intercept new tickets are being enhanced using Hatz AI: AI now supplies potential solutions and sentiment analysis.
• These AI-generated insights are automatically updated in the PSA via API, offering technicians immediate context and guidance.

1. RMs now receive concise, monthly reports that detail:

• All significant client interactions
• Notable service issues and operational details
• Value-centric talking points and insights
• Opportunities for product enhancement and expansion

2. The conversion of raw data into summarized, actionable insights has improved communication efficiency and more effectively guided client discussions.

3. Early feedback from RMs is promising, as this innovative solution offers them unparalleled access to valuable information in a format that is both accessible and immediately applicable.

This case study highlights how Hatz AI’s advanced data aggregation and processing capabilities have transformed the way an MSP manages customer communications. By streamlining complex data into clear, customized reports, the solution frees up Relationship Managers to focus on strategic client engagement rather than data mining. With further enhancements on the horizon—including additional data integrations and personalized communication tweaks—the system is poised to deliver even greater value in streamlining customer experience management.