Dustin Puryear | From Bottleneck to Breakthrough: Automation in Action for MSPs

May 8, 2025

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Show Website: https://mspbusinessschool.com/

Guest Name: Dustin Puryear LinkedIn page: https://www.linkedin.com/in/dustinpuryear/

Company: Giant Rocket Ship Website: https://giantrocketship.com/

Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/

In this episode of MSP Business School, host Brian Doyle is joined by Dustin Puryear of Giant Rocketship to delve into effective solutions for enhancing service delivery within MSP operations. Dustin shares his journey from managing an MSP to developing a vendor product that addresses the industry’s common pain points. The conversation focuses on how Giant Rocketship innovates ticket management and service coordination through automation, reducing backlog and improving client satisfaction.

Dustin Puryear explains the genesis of Giant Rocketship as a response to the inefficiencies he noticed in ticket management during his MSP tenure. By automating the dispatch and prioritization of tasks, Rocketship helps MSPs manage workloads more effectively, saving time and resources. Dustin highlights the importance of focusing on the volume of work rather than ticket numbers, a common oversight in service delivery operations. With trends towards AI and automation, the discussion underscores the evolving nature of MSP business models and the necessity of adapting to new technologies.

Key Takeaways:

Streamlining Operations: Giant Rocketship automates the dispatch process, helping MSPs reduce ticket backlogs and improve service efficiency.

Prioritization Through Automation: By prioritizing tickets based on SLA, customer impact, and team capabilities, the system ensures that urgent tasks are addressed promptly.

Cost-Effectiveness: Implementing automation can help MSPs reassign resources and potentially reduce staffing needs, significantly improving ROI.

Evolving Perceptions: Dustin emphasizes shifting from ticket-focused to activity-focused operations to enhance service delivery and customer satisfaction.

Industry Trends: The adoption of AI and automation in MSPs is reshaping traditional service delivery models, necessitating a more strategic approach to technology and resources.

Sponsor vCIOToolbox: https://vciotoolbox.com