The Mangano IT team, led by Paul Mangano and Robert Mangano, has been on a transformative journey—one that blends automation, AI, and a deep commitment to operational excellence. At the heart of their evolution is ConnectWise RMM, powered by the ConnectWise Asio® platform. It has become the backbone of their automation strategy, enabling them to scale service delivery, reduce technician workload, and improve employee and customer satisfaction.

Rethinking the MSP Model: Building Scalable Automation, powered by ConnectWise Asio

The journey began with a realization: the traditional MSP model was no longer sustainable. 
“We’re effectively reducing headcount and getting a better outcome,” Paul Mangano explained.  The team needed a way to do more with less, and automation was the answer. ConnectWise RMM provided the foundation they needed to build intelligent workflows that could handle routine tasks with precision and consistency.

“ConnectWise Asio is the backbone,” Mangano said. “Using ConnectWise RMM on the platform is what lets us run bots, track activity, and keep everything consistent.” 

Initially, Moredo built bots without a standardized approach. “We didn’t really template anything,” he admitted. “But then we realized, if we’re going to get the team to help, we need to be able to say, ‘Here’s a template. Here’s something you can use.’” That realization led to the development of a streamlined, template-based system for logging, tokenization, and scripting.

Immediate Impact: 165+ Hours Saved Through Standardized Automation

The results were immediate and measurable. In July alone, the team processed 55 offboarding requests using automated workflows—saving over 165 hours of technician time. “It’s all streamlined, all template-based,” Mangano said. 

“Logging, notes, the way it runs—it’s all standardized now.” These efficiencies didn’t just reduce workload; they also improved accuracy. “Automated processes eliminated common mistakes and provided detailed logs for easy rollback,” Mangano added.

Fail-Safes in Action: How ConnectWise RMM Minimized Risk During a Bot Misfire

But automation isn’t without its risks. Juan shared a memorable “whoops” moment when an offboarding bot mistakenly disabled an HR account due to a copy-paste error. “A technician accidentally copied the HR email and updated the database,” he recalled. Fortunately, the system had built-in safeguards. The incident underscored the importance of granular logging and fail-safes—features that ConnectWise RMM and their automation stack supported.

To ensure safe scaling, Mangano IT implemented a change management process. “We’ve implemented change management for any deployment now,” Paul said. “Junior engineers can submit changes, and it flags all the admins.” While automation is reversible and well-documented, this added layer of human redundancy ensures accountability and prevents misfires. “There’s always a risk,” Mangano acknowledged, “but it’s easily revertible. You just run the same bots in reverse.”

The team’s culture has been a key driver of their success. The Mangano team blends technical excellence with a strong sense of camaraderie. The new approach allows technical resources to focus on their highest and best use focusing on delivering the best client experience. 

Mangano IT is also learning how to position this AI and hyperautomation forward approach with clients and prospects.  “We were so excited about our clever stuff… but we oversold it to the wrong audience,” Mangano admitted, reflecting on a recent tender they lost. “You’ve got to be careful about picking the audience and understanding what they want.”

The driver to radically moving to this new approach came after the team lost a long-standing client to a competitor.  “The client was looking for a more modern MSP experience,” Paul said. “It was a wake-up call.” He responded immediately – changing the company mindset and launching a full-scale modernization effort. “It’s hard to share the story without sharing the story,” Paul reflected. “But we’ve come a long way since that client gave notice.”

The team is also exploring real-time AI voice analysis tools that integrate with Teams calling—providing engineers with live feedback during customer interactions. “It’s doing voice analysis and real-time coaching,” Robert Mangano explained “that coaching will help identify if we have written a bot that will resolve their issue.  We aiming to have 30% of our tickets resolved by a non-technical front line resource assisted by AI and running bots.”  

Despite the technical focus, the team hasn’t lost sight of the human element. “Providing an excellent client experience still requires human oversight. We also are proving new paths for our staff to skill up in new areas and remain a key part of Mangano’s future.”

In the end, the Mangano IT team’s story is one of transformation, resilience, and collaboration. With ConnectWise Asio and ConnectWise RMM as their foundation, they’ve built a scalable, intelligent automation framework that’s delivering real results. They’ve learned from their mistakes, adapted to new challenges, and embraced a culture of continuous improvement. And they’ve done it all with a sense of humor, humility, and a shared commitment to excellence.