In early 2025,  Mangano IT, a leading managed services provider (MSP) in Australia led by Paul and Robert Mangano, began a transformative initiative to overhaul the company’s approach to service delivery.  Taking an AI and automation first approach, Mangano IT built complex workflows to reinvent how they handled the client employee onboarding and offboarding processes. The new approach could not be accomplished with the industry standard thinking and available tools. The goal was to embrace AI and a new level of automation to reduce manual effort, increase reliability, and build a scalable, zero-touch automation framework that could support dozens of clients simultaneously. 

The key to enabling this transformation was ConnectWise Asio —a platform that Mangano IT described as “modular, secure, and scalable,” and one that ultimately became the backbone of the MSP’s automation strategy.

The shift to ConnectWise Asio enabled Mangano to integrate and leverage 3rd party solutions to seamlessly deliver a better, faster result with increase customer satisfaction.  They build powerful, complex workflows using a visual designer, enabling faster development, easier debugging, and more consistent results.

Workflow Architecture ConnectWise Asio® and RMM Automation Framework

Focusing first on reinventing their client employee onboarding and offboarding process, Mangano IT built the necessary forms for information intake, bots to do the work and AI to make judgment decisions throughout the process. These resulting workflows and bot framework are client-agnostic, reusable, and handle complexities such as cloud or on-prem differences. “The onboarding workflow is complex — it’s built to handle almost all scenarios but it’s tight and efficient” said Managing Director Paul Mangano. 

ConnectWise RMM’s bot framework was instrumental in building reusable components for tasks like group membership management, license provisioning and revocation, mailbox conversion, AD sync operations, and MFA/session revocation. “We use the same bots for onboarding and offboarding,” Mangano noted. “They’re multifunctional—add, remove, convert, revoke. It’s all built into the workflow.” Authentication is handled via Azure Key Vault, ensuring secure tokenization across hybrid and cloud environments. “We tokenize using company identifiers and secrets stored in Key Vault. It’s secure and scalable,” he added.

As a result, Mangano IT has successfully reduced onboarding time by up to 75%—from 60 minutes to under 15—and accelerated offboarding by up to 90%, completing in as little as 5 minutes. “ConnectWise Asio enabled 100% zero-touch automation, eliminated manual steps, and improved audibility across hybrid and cloud environments for consistent, scalable service delivery.”

Redefining MSP Success: Measurable Impact and a New Industry Mindset

Beyond the technical achievement, Mangano IT’s work highlights a broader shift in the MSP industry. “A modern MSP is a different breed,” said Paul. “DevOps skills, integration knowledge, workflow logic and understanding of the proper use of AI are all skills we added to build our new approach. It’s not about traditional ticket closers anymore. We need people who think in systems, workflows, AI and automation.” 

Our system, while virtually automatic, is fully auditable, with every action logged and stored for future reference. “This is what’s possible when you combine ConnectWise ASIO and RMM with the right mindset and engineering discipline,” Mangano said.

Looking Ahead: Scaling Innovation and Shaping the Future of MSP Automation

Mangano IT is exploring AI integration and further modularization of their workflows. “We’re already thinking about how to break this into reusable components that allow us to expand our workflow and bot toolset,” he said. 

Mangano IT’s work on the Asio platform is more than just a technical success—it’s a blueprint for the future of managed services. Their modular, secure, and scalable automation framework not only transforms internal operations but also offers a roadmap for the broader MSP community.