CIO Influence Interview with Kristen Costagliola, Chief Technology Officer, Syncro

Kristen, Costagliola, Chief Technology Officer, Syncro, highlights how Syncro’s integrated PSA and RMM platform, enhanced by AI, sets it apart in the MSP market. She also discusses the transformative impact of AI and automation on the industry and offers advice for CIOs and IT leaders in the following Q&A: 

Hi Kristen, can you walk us through your journey to CTO of Syncro? What key experiences have shaped your SaaS leadership approach?

Certainly! My journey to becoming the CTO of Syncro has been driven by a passion for technology and a commitment to solving complex challenges for managed service providers (MSPs). Growing up, I was inspired by my grandmother, aunt, and mother, who were all computer programmers. This early exposure sparked my interest in technology. In college I took a side job on the IT help desk and went into software development post-graduation, which gave me a strong technical foundation and quest to work in the IT industry. Over the years, I progressed through various roles, including VP, Software Engineering, which allowed me to understand the intricacies of building scalable, reliable software systems.  I have been fortunate to see all different sides of engineering including product development, security, internal tooling and financial controls which has given me the overall view of running a successful engineering organization.

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Syncro provides an all-in-one platform for MSPs. How does Syncro differentiate itself in the crowded MSP market, and what unique feature set does it bring to its users?

Syncro stands out in the managed service provider (MSP) industry by offering one of the easiest-to-use and most robust platforms tailored specifically for MSPs and IT service management organizations. By leveraging Syncro’s automation capabilities and comprehensive toolset, MSPs can reduce labor costs, enhance productivity, and scale their businesses profitably. Here are a few key ways the company differentiates itself:

• Ease of Use-Our platform is designed with simplicity in mind, ensuring that MSPs can navigate and use its features with minimal training and onboarding time.
• All-in-One Solution-Syncro combines PSA and RMM in a single, unified platform, eliminating the need for MSPs to juggle multiple tools and streamlining their operations.
• Simple, transparent and cost-effective pricing.

But the most important way Syncro is different from other platforms is our recent integration of AI. Unlike other vendors who are simply bolting on ChatGPT-like capabilities, Syncro has natively integrated AI into its PSA and RMM solutions. This smart integration offers powerful capabilities without adding unnecessary complexity. This allows MSPs and IT professionals to continue to use workflows that they are accustomed to while gaining powerful AI capabilities boosting their effectiveness and efficiency.

In your view, how important is the integration of PSA and RMM tools for MSPs, and what benefits do they gain from using Syncro’s combined solution?

We believe the integration of PSA and RMM tools is extremely important for MSPs as it provides a seamless and cohesive approach to managing their operations from a single platform.  Syncro’s all-in-one platform uniquely combines these solutions, deeply integrating AI to provide powerful capabilities with unmatched simplicity. The benefits of using Syncro’s combined solution include:

• Streamlined workflows- Integrated tools reduce the complexity of managing separate systems, leading to more efficient workflows and better coordination across teams.
• Centralized data-A unified platform ensures that all critical information is centralized, providing better visibility and control over client environments.
• Improved response times-With integrated monitoring and management capabilities, MSPs can quickly identify and resolve issues, enhancing their service delivery and customer satisfaction.
• Operational efficiency-Automation of routine tasks and processes reduces manual effort, freeing up resources to focus on strategic initiatives and growth.
• Enhanced reporting-Comprehensive reporting and analytics provide insights into performance and areas for improvement, enabling data-driven decision-making.

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Given the rapid advancements in technology, what trends do you foresee shaping the future of the managed services?

AI has been and will continue to be one of the key transformational technologies for the MSP industry.  If you think about the financial aspects of running an MSP business, labor costs are the most significant expense.  AI will revolutionize how MSPs operate by making technicians more effective and efficient. It will power guided and automated remediation and proactive IT management, reducing customer downtime and improving response times when issues do arise. AI will also enable MSPs to spend more time building their businesses by removing barriers to growth.

Please share how collaboration and automation have helped your clients improve their operational efficiency and profitability.

Collaboration and automation are the keys to improving operational efficiency and profitability for our clients. By enabling better communication and coordination within teams and with clients, Syncro’s platform fosters a collaborative environment that drives productivity. Automation plays a significant role by reducing manual work, automating repetitive tasks such as patch management and ticketing. This allows MSPs to allocate their resources more effectively. Automated processes ensure consistent execution of tasks, reducing errors and improving service quality. Automation also speeds up response times, enabling faster issue detection and resolution, which leads to improved client satisfaction and retention. By streamlining operations and reducing manual effort, MSPs can lower their operational costs and enhance their profitability.

Are there any new features or innovations at Syncro that you are particularly excited about? How do you see these developments impacting the managed services landscape?

 Yes, we are particularly excited about the recent launch of Syncro’s AI-powered Smart Ticket Management solution. This advanced system is designed to enhance the efficiency of MSPs and IT professionals in resolving tickets, significantly reducing the time and effort required. Built on feedback from early adopters who have already experienced marked improvements in operational efficiency, this solution is now commercially available to all partners within our IT management platform.

What advice would you offer to CIOs and IT leaders looking to implement robust digital strategies to support their MSP operations effectively?

For CIOs and IT leaders looking to implement robust digital strategies of the future, my advice is:

• Embrace automation: Leverage automation to streamline operations and reduce manual effort, allowing your team to focus on strategic initiatives.
• Foster a culture of continuous improvement: Encourage ongoing learning and adaptation to stay ahead of technological advancements and industry trends.
• Focus on customer experience: Ensure that your digital strategies enhance the customer experience, driving satisfaction and loyalty.

By focusing on these areas, CIOs and IT leaders can build robust, scalable, and efficient operations that support their growth and success.

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