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Managed Service Provider · Discovery
A managed service provider got a playbook for prospecting and ticket triage
Two parallel playbooks: signal-mining outbound for prospecting and SOP-aware ticket triage on the service side.
The problem
An MSP had two distinct AI opportunities. On outbound, MSPs are hard to prospect — useful signals are buried in "no internal IT person," open IT job postings, "company unhappy with current MSP" posts on Reddit, and recent fundraising. On the service side, the team was using Jira Service Management with a basic AI agent but wanted auto-routing, SOP-aware ticket triage, and technician-suggestion ("offboard Nancy" → playbook).
What we built
- Signal-mining outbound architecture: scrape Reddit, LinkedIn, job boards, fundraising news
- Clay and Apollo enrichment
- LinkedIn DM automation
- Service-side: Jira webhooks → specialized Lindy agents per ticket category, generalist for fallback
- SOP-library integration for technician-suggestion responses
Stack
Outcome
Two discovery calls complete. CEO referral is hot.