In the fast-paced world of managed service providers (MSPs), success hinges on precision, speed, and innovation. But even the most forward-thinking project teams often find themselves bogged down by repetitive administrative tasks—organizing project notes, tracking updates, checking timelines, and constantly following up on deliverables.
The Problem
At Centre, we saw this pain point firsthand. Our Project Managers were spending up to 30% of their day managing the minutiae. Tasks that, while necessary, slowed down momentum and pulled focus away from strategic execution and client service. Long story short, it took time away from them doing what we do best: serving our customers.
So we asked ourselves: How can we automate the little things to create a big impact?
Building The Right Solution Ourselves
The answer? AI. But not just any off-the-shelf solution. Recognizing that no MSP was actively building AI for project management, we made a bold move: we began developing our own in-house AI tools, led by our Solutions Delivery Manager, Kris Brown.
We didn’t want to reinvent the wheel—but we quickly realized this wheel had never been built for our industry. So, we rolled up our sleeves and got to work.
Our Process: Inside the AI-Powered Projects Team
Phase 1 of our AI initiative is already complete. We’re integrating our current automation tools into our project workflows, uploading projects and updates into a centralized system accessible by the entire company. The goal? Anyone at Centre can simply enter a project ID into our AI software, ask a question, and get context-rich answers instantly.
By teaching the AI over time, it learns. And as it learns, we grow—faster, smarter, and more in sync.
We’re already tying the system into our relationship management system and other internal tools, allowing us to identify gaps between initial project scopes and real-world outcomes. This means shorter feedback loops, predictive insights into potential incidents, and greater collaboration between our Projects, Support, and POD teams.
Kris and the team are currently working to get this AI-powered initiative out be end of this year—and the excitement from our team is palpable.
Smarter Tools, Better Results
Our AI journey so far is full of milestones:
- We’ve gone from 70% to nearly 90% accuracy in project data insights.
- We’re feeding the system clean, structured data, ensuring our in-house AI can learn faster and be smarter.
- We’re deploying AI during meetings to take notes, summarize outcomes, and free up our team to focus on what matters: real-time collaboration.
It’s not perfect yet, but we're building something no other MSP is even close to offering.
what this means for Our Customers
We know AI isn’t magic—it’s powerful, but only when used responsibly. That’s why we’re building guardrails at every step:
- No automated actions—everything is manually approved.
- Our automated environment is fully locked down—it doesn’t talk to outside systems.
We’re also training our teams to use AI responsibly: trust, but verify. Everything the AI provides is a suggestion, not gospel. Our expertise, experience, and gut instincts remain irreplaceable.
Looking Ahead
The future? Think sentiment analysis, allowing us to read between the lines and anticipate client needs. Imagine asking our system how a customer feels—then taking proactive steps to improve their experience.
We’re not just reacting to trends. We’re setting them.
No other MSP is doing this.
And that’s exactly how we like it.
Emily Kirk
