What the top 15% of MSPs do differently — Omdia found out

Most MSPs don’t have a technology problem, they have an operational efficiency problem. Technicians are constantly switching between disconnected tools, critical information gets buried across systems, and service teams are expected to support more clients without increasing headcount.

According to new research from Omdia, these operational inefficiencies are directly impacting profitability, scalability, and service delivery performance across the MSP market. Their latest study examined MSPs using integrated IT service delivery solutions and quantified the real business impact of connected operations across RMM, PSA, and IT documentation.

The findings were staggering:

• $13,700 saved annually per technician

• 25% more clients supported per employee

• 50% faster ticket resolution times

In this session, we’ll break down the operational bottlenecks quietly draining profitability, explore why disconnected workflows create hidden costs across service delivery, and show how integrated systems help MSPs scale efficiency, improve technician productivity, and protect margins without endlessly adding headcount.

If you’re being asked to do more with the same team, this session will give you the data, benchmarks, and strategies to understand where operational friction exists and what high-performing MSPs are doing differently.