Help Desk Automation-Focused MSP Process Gears Up For Major Growth In 2025

‘2024 was a breakout year,’ says Patrick Leonard, founder and CEO of Louisiana-based vendor MSP Process. ‘It was our first full year in the market and that backend investment has paid off, we can now roll out new features across PSAs very quickly.’

Once flying under the radar, MSP Process has rapidly become one of the fastest-growing new vendors in the MSP technology ecosystem, surging from just 10 partners to nearly 500 in the past year alone.

“2024 was a breakout year,” Patrick Leonard, founder and CEO of New Orleans-based MSP Process, told CRN. “It was our first full year in the market and that backend investment has paid off, we can now roll out new features across PSAs (professional services automation) very quickly.”

Leonard (pictured above) and COO/VP Greg Celmainis spent two years quietly developing MSP Process’ backend platform before launching publicly at the end of 2023. The payoff saw rapid adoption and deep integrations with leading PSA systems like ConnectWise, Autotask, Halo and Syncro.

“One of the biggest problems MSPs face is verification and communication and making sure threat actors don’t get through the help desk,” said Leonard. “That’s why we launched a free tier with email and SMS verification. It’s our way of helping newer or smaller MSPs mitigate those risks right away.”

Leonard has ambitious goals to reach 2,000 to 3,000 MSP partners over the next three to five years, which hinges on solving three core pain points: communication, security and automation .

And with an eye on emerging technologies, Leonard says MSP Process is also heavily focused on integrating AI.

“AI is a big one,” he said. “The broader trend is enabling MSPs to meet clients where they are while staying secure. That’s our sweet spot.”

MSP Process is betting that its deep technical foundation and clear focus on ROI will help it stand out among industry giants. CRN spoke with Leonard and Celmainis about MSP Process’ growth, how it’s solving a major pain point for MSPs and what’s next for the growing vendor.

What are your strategic goals over the next 3–5 years?

Leonard: Our goal is to grow to between 2,000 and 3,000 partners. Beyond growth, our focus is on continuing to develop features that help MSPs reduce their security risk and increase operational efficiency. Whether it’s through AI-assisted phone call handling or helping prevent identity-based breaches, everything we build is meant to deliver a strong ROI for our partners.

What industry trends are you keeping a close eye on?

Leonard: AI is a big one. The broader trend is enabling MSPs to meet clients where they are while staying secure. That’s our sweet spot: communication, security and automation.

What’s the biggest pain point you’re solving for your partners?

Leonard: Verification and communication. MSPs need to ensure their help desks aren’t giving threat actors access by mistake. That’s why we released a free tier with email and SMS verification just to help newer or smaller MSPs reduce that risk. As partners dig into the platform, they find even more value in our automation and notification systems, especially for what’s happening in their PSAs.

So what’s a standout feature of your platform?

Leonard: Technician verification. It allows end users to verify that the person calling them from the MSP is legitimate. With threat actors impersonating MSPs to gain access, this solves a very real and urgent problem in the space.

With major players dominating the space, how does MSP Process differentiate itself?

Celmainis: Speed and responsiveness. Once we identify a need, our platform allows us to build and roll out solutions fast across all major PSAs. So whether it’s a feature fix or a whole new integration, we’re quick to deliver. That agility is a big differentiator.

So what’s keeping you up at night? So what’s your biggest challenge?

Leonard: I wouldn’t say anything keeps me up at night, but I do constantly think about how to stay ahead. I’m a competitive guy. I ask myself, ‘Is anyone outworking us?’ We’ve stayed disciplined, listened to partners and pivoted quickly when needed. That’s been key to our success.

Celmainis: Sales and growth, bringing on new partners and hitting that cash flow break-even point. I’m out there at shows, talking to customers and I really enjoy the chase. But yeah, we’re investing our own capital, so there’s pressure to make it work. That said, I love it. It doesn’t keep me up because I’m worried, it keeps me up because I’m energized.

What are you investing in most this year?

Leonard: AI, communication automation and security. Our AI voice assist product has a lot of capability now and it’s only going to get stronger.

AI is obviously huge right now. How is MSP Process embracing that trend?

Celmainis: We started exploring AI last year and we already have about 100 MSPs using or trialing our agent-based AI tool. That’s just the beginning. AI will be embedded deeper into our platform, especially in PSA operations. It’s not just a trendy add-on for us. It’s core to the future of how MSPs will operate.

What are your thoughts on vendor M&A in the MSP space?

Leonard: It’s a natural part of the space. There’s been a lot of M&A and an increase in early-stage investment activity. We’ve talked to investors, but we’re bootstrapped and not taking outside capital—yet. Greg and I value control and strategic focus so we’ll only raise when it makes sense.

Why is remaining independent such a focus for MSP Process?

Celmainis: We’ve had interest from bigger players but we want to stay in control of our own destiny. Unlike other platforms that are part of bigger ecosystems, like Kaseya or ConnectWise, we’re not tied to any financial institution. That allows us to stay nimble, focused and loyal to our partners. We’re funding this ourselves, so yeah, we care deeply about how we grow.

What message do you want to send to current and future partners?

Leonard: We’re here for the long haul. We listen. We build. Everything we do is focused on helping MSPs reduce costs, automate intelligently and secure their operations. We’re not just another tool, they’re true partners to us and we aim to be one for them.

Celmainis: We want to be the company that listens, that moves fast and that fills the operational gaps MSPs face every day. We’re not here to be the biggest platform overnight. We’re here to be the most responsive and the most trusted.

Can you tease anything coming soon?

Leonard: It’s all centered around saving MSPs time and money through workflow automation. There are still real, everyday challenges MSPs face that haven’t been solved well and that’s where we’re going next.