Managed Services Providers (MSPs)
A practical framework for MSP owners and the PE sponsors who back them. Turn AI tool spend into a priced, funded plan tied to your P&L.
LOREMEX PLAYBOOK · 2026
For MSP owners, CEOs, CFOs, COOs and PE sponsors. Move from tickets automated to a priced, funded AI plan tied to the P&L, with a named owner for every lever.
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The playbook in four moves
Also includes a first-90-days plan, CFO-signed baselines and the monthly and quarterly operating cadence.
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How the framework connects
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Conceptual diagram of the method, not live data.
KPI: Delivery labor % of revenue
Move routine ticket triage, patching and alert remediation into supervised AI workflows. Decide whether released technician hours support more endpoints, new services or lower contractor and backfill spend.
KPI: Effective price vs. rate card
Set approved quote bands, per-user bundles and managed AI offers. Keep delivery savings in your margin instead of passing them all to clients through unchanged per-seat pricing.
KPI: Net MRR retention
Connect client-health signals to vCIO reviews, renewal actions and expansion plays. Account managers own the commercial follow-through; an AI risk flag is not a retained contract.
KPI: Recurring gross margin
Evaluate new managed AI services against recurring margin, delivery capacity and support obligations. Separate profitable managed offers from low-margin resale and one-off project revenue.
KPI: Billing realization
Join PSA contracts, endpoint records and billing to find missed charges and contract-to-invoice gaps. Measure what is actually billed and collected, not just discrepancies detected.
KPI: Sales & marketing % of revenue
Use AI for account research, proposals and qualification, then check whether it improves sales productivity. Count signed managed-service contracts rather than faster proposal generation.
KPI: New logo growth
Improve partner lead handling, distributor workflows and follow-up. Price the impact in new managed-service clients and their contribution margin before funding more channel tooling.
KPI: Gross margin
Review overlapping PSA, RMM, security and AI tooling. Include integration, agent monitoring and ongoing run costs so an automation program does not become another layer of tool spend.
KPI: G&A % of revenue
Reduce internal administrative work and give technicians usable documentation and clear escalation paths. Tie the improvement to a staffing or capacity decision, not hours saved in isolation.
Agree starting enterprise value and the adjusted EBITDA multiple with the CFO and sponsor. Map nine value levers using PSA, RMM, contract and billing data.
Score each lever against top-quartile peers and documented AI practice. Price the KPI gap, then cut for feasibility, EBITDA conversion, data readiness and time to exit.
Choose grow, redeploy or release for freed capacity. Set technician approval paths, agent-supervisor roles, client-data rights and an AI addendum to the MSA.
Lock CFO-signed baselines. Review leading indicators monthly and P&L results quarterly; change hiring plans, contractor spend and tool budgets before claiming EBITDA improvement.
The first 90 days
PHASE 01
Pull PSA, RMM and billing data. Agree enterprise value and the multiple, then score and price the gap.
Gate: EV and multiple signed
PHASE 02
Choose the funded bets and stop the rest. Redesign workflows and set autonomy tiers for actions in client environments.
Gate: bets chosen
PHASE 03
Release the first funding tranche, establish the data foundation and assign a P&L owner to each lever.
Gate: CFO signs baselines
After day 90, release or hold funding monthly, review the P&L quarterly and re-score as the frontier moves. Value comes from measurable EBITDA improvement; do not assume an additional valuation premium just for using AI.
Schedule a private briefing with our team. We will map the exact trajectory from your current state to enterprise value unlock.
