How CIO Landing Saved 60+ Hours per Week on Support Ticket Handling with MSPbots

Company Overview

CIO Landing has been helping small and medium businesses across the US stay secure, compliant, and productive for more than 20 years. Based in Chicago, the company was born from the merger of two firms in 1999 and today handles everything from daily IT support to full cybersecurity compliance. Their philosophy is simple: IT issues shouldn't interrupt the way people work. They handle problems before users even notice them.

Mauro Cretari, Director of Operations at CIO Landing, operates by a similar philosophy — and he applies it to his own team just as aggressively. His title is self-described: automation freak. If a task is manual and repetitive, he's already thinking about how to eliminate it.

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Growing Pains That No PSA Could Fix Alone

As CIO Landing scaled, the cracks in their workflow became harder to ignore. ConnectWise handled ticketing well enough at smaller size, but growth introduced a problem that no PSA is really designed to solve: cross-departmental ticket routing without a central brain.

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When a ticket needed to move from one department to another — finance, procurement, billing, professional services, the on-site team — whoever dropped it into the new board had no visibility into that department's priorities. A financial ops person can't know what's urgent for the technical team. A support desk lead can't triage for the centralized services team. Each department had its own manager, its own queue, and its own sense of priority — and none of that was visible to anyone outside it.

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On top of that, manual dispatching created a single point of failure. When the dispatcher was at lunch, on leave, or simply busy, tickets sat. Response times suffered. And time entry errors — a ticket left open at 12 hours because someone forgot to switch from AM to PM — were only caught if someone happened to review them manually.

• Cross-departmental ticket routing had no automated handoff or notification system
• Dispatching depended entirely on one person being available at the right moment
• Response time was only as fast as the dispatcher's attention
• Time entry errors went undetected without manual review
• Technicians had no reliable way to pull prioritized work without being assigned it

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What CIO Landing Was Looking For

Mauro came into the search with two clear requirements. First, automated dispatching — specifically Next Ticket. Second, a BI platform that didn't just display data but acted on it. There are plenty of tools that generate reports. What CIO Landing needed was a system that could aggregate data across platforms — ConnectWise, BambooHR, QuickBooks — and trigger real actions when thresholds were crossed.

Running on EOS, the team measures performance in ways that go beyond raw ticket counts. Days off in a quarter, financial team output, support desk throughput — meaningful people metrics that live in different systems. MSPbots was the only platform that could pull all of it into one place.

"It's not just going to your PSA and getting data — it's aggregating data to make sure you have the right information to make the right decisions."

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How CIO Landing Put MSPbots to Work

Cross-departmental ticket routing — without the confusion

CIO Landing solved the handoff problem with a simple but powerful bot: whenever a ticket is dropped onto another department's board, MSPbots fires a Teams notification to that team and their manager. The receiving manager assigns it to the right person. The sending department's job ends the moment they move the ticket. No follow-up, no guesswork, no tickets going unnoticed because a manager didn't happen to check their board.

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Next Ticket — dispatching that doesn't depend on a person

With Next Ticket handling prioritization, CIO Landing's dispatchers were freed from the queue entirely. Their role shifted to higher-value work: merging duplicate tickets, cleaning up titles that aren't descriptive enough. The system handles the rest — routing by priority, by technician skill set, by board rules — regardless of whether the dispatcher is in the office, at lunch, or out for the day.

Technicians pull their next assignment when they're ready. The queue moves. Response time improves. And when someone forgets to use Next Ticket, a bot reminds them the following morning — by name, with their ticket count, and a nudge to use the system.

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Time entry bots — catching errors before they compound

A ticket left open at 12 hours because someone forgot to flip AM to PM used to require a manual audit to catch. Now a bot catches it automatically, alerts the technician, and if it isn't corrected, escalates to the manager. What previously required someone to read through every time entry now happens in the background, without anyone assigned to it.

"That saved us a lot of hours — just because we don't have someone manually reading every single time entry."

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The Results

More than 60 hours saved per week across the team. Response times improved directly as a result of removing the dispatcher bottleneck — tickets are picked up as soon as they come in, not when someone gets around to assigning them. Cross-departmental handoffs that previously created confusion or delays now happen through a single Teams notification. And time entry errors that once slipped through are caught automatically, before they affect billing or reporting.

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For a company running on EOS, where measurement and accountability are built into the culture, MSPbots gave CIO Landing the infrastructure to actually live those values — not just talk about them.

"The ability to program a bot and say: if this threshold is reached, I want this action — notify this group, send an email, notify us in Slack or Teams — that's what separates MSPbots from every other BI tool."

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CIO Landings' Advice for Getting Next Ticket Right

Use two monitors during setup. Put your PSA on one screen and Next Ticket on the other. When the prioritization doesn't match your instincts, find the rule, edit it, test it in isolation, and save it when it looks right.

Give it a few weeks. It takes a month or so of back-and-forth to get to 80% confidence that the system is prioritizing correctly. That investment pays off permanently.

Build separate rule sets for separate boards. Support desk rules shouldn't look like backup alert rules. A failed CEO email backup and a test workstation alert are not the same priority — the system can reflect that, but only if you tell it to.

Start with the pre-built bots. Most of what CIO Landing uses was already in MSPbots, enabled in three clicks. You don't need to build from scratch to get significant automation in place from day one.

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Watch The Full Interview

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Ready to Stop Doing Manually What a Bot Can Do Better?

Mauro Cretari didn't set out to save 60 hours a week. He set out to stop doing things by hand that a well-configured system could handle automatically. MSPbots got him there.

Book a demo or start your free trial at mspbots.ai

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