Relaycairn Book a teardown
AI operations for MSPs & IT service companies

Your techs are doing admin the business should do for them.

Done-for-you operations automation for owner-operated MSPs and IT support firms. We design, build and hand over the workflows behind onboarding, requests, billing and collections, with a person approving the steps that matter.

Book a 20-minute operations teardown See the four systems

For MSPs and IT service firms of roughly $1M–$20M in revenue and 8–80 staff. Engagements are scoped per client, $5k–$25k.

The pain

Five places an MSP quietly leaks owner and tech time

None of these is a technical problem. They are operations problems that land on your most expensive people.

  1. Onboarding stalls on the client's admin credentialsThe checklist is ready, the kickoff happened, and the project sits while someone waits for a client admin to send access, then reminds them, then reminds them again.
  2. Tickets arrive by email and phone, then get re-keyed into the PSAA tech or dispatcher retypes the request, guesses the client and priority, and the original context gets lost on the way.
  3. Billing drifts from realityUnbilled hours and license seat counts slowly diverge from what the client's agreement says and what the client is actually invoiced.
  4. QBR prep is assembled by handTicket exports, asset lists, project notes and billing data get copied into slides, one client at a time, shortly before each review.
  5. The owner chases past-due invoices personallyCollections depends on whether you remembered to send the follow-up, rather than on a process.
What gets built

Four named systems, each with a human checkpoint

These describe what we would scope and build for your firm. Each engagement picks the systems that fit, in the order that makes sense for your stack and your team.

System A

Client onboarding & credential-chase workflow

What it does
Runs the onboarding checklist for each new client, sends the access requests, tracks what has and hasn't arrived, follows up on a schedule, and gives your team a single status view of what is blocked and on whom.
Trigger
A signed agreement or a new-client record in your PSA or CRM.
Human checkpoint
A technician or project owner confirms each access item and approves the client-facing reminder wording before it goes live.
Outcome
Onboarding stops depending on someone remembering to nudge the client, and blocked items are visible instead of buried in inboxes.
System B

Inbound request triage into the PSA

What it does
Reads incoming support emails and call or voicemail notes, drafts a structured ticket (client match, summary, category, suggested priority) and prepares it for your PSA.
Trigger
A new message at your support mailbox, or a logged call or voicemail.
Human checkpoint
An owner or dispatcher approves, edits or rejects each drafted ticket before it is created or assigned. Unclear client matches are held for review.
Outcome
Less retyping, and consistent ticket fields, with a person still deciding what gets created and who gets it.
System C

Monthly billing reconciliation

What it does
Compares agreements, license seat counts and logged work against what is about to be invoiced. It flags seat-count and license mismatches and unbilled work, and assembles an exceptions list.
Trigger
A scheduled run ahead of your monthly invoice cycle.
Human checkpoint
Whoever owns billing reviews every flagged item and decides what to correct, bill or ignore before any invoice is finalized. The system does not change invoices on its own.
Outcome
Billing discrepancies surface before invoicing rather than after, as a reviewable list instead of a hunt through exports.
System D

AR chase & QBR data-pack assembly

What it does
Drafts staged past-due follow-ups from your accounting data, and compiles each client's ticket, project and billing data into a consistent pack ahead of review meetings.
Trigger
An invoice crossing an agreed past-due threshold, and an upcoming QBR date per client.
Human checkpoint
You approve the collection tone and cadence up front, and review or hold any message to sensitive accounts. A person reviews each QBR pack before it is used with a client.
Outcome
Collections follow a defined process rather than the owner's memory, and QBR prep starts from an assembled pack instead of a blank slide deck.
How an engagement works

Teardown, fixed-scope proposal, phased build and handover

  1. Step 1

    20-minute teardown

    A focused call on your current workflow, your stack and your most painful manual process. You leave with a clear view of where to start, whether or not we work together.

  2. Step 2

    Fixed-scope written proposal

    A written document covering which systems, which integrations, the checkpoints, the phases, the handover and the price. You know what you are buying before work begins.

  3. Step 3

    Phased build & handover

    We build in phases and test with your team. Each workflow is documented and handed over with training, so your people can run it and know when to step in.

Investment: $5k–$25k, scoped per engagement. Price follows the number of systems, the integrations involved and the complexity of your stack. It is stated in the proposal before you commit.

Tools are chosen to fit what you already run: for example n8n, or direct integrations with your own PSA and accounting platforms. No system is replaced without your agreement. Credentials are handled only through agreed access methods. We never ask for passwords by email or chat.

Fit

Who this is for, and who it isn't

A good fit if you…

  • Own or run operations at an MSP or IT support firm of roughly $1M–$20M in revenue and 8–80 staff.
  • Have recurring agreements, a PSA and accounting software already in place.
  • Can name the manual processes costing your techs or yourself the most time.
  • Want workflows built for your stack, with a person approving key steps.
  • Are ready to budget $5k–$25k for a scoped project.

Not a fit if you…

  • Are under roughly $1M in revenue. The scope and budget will rarely line up yet.
  • Want a software subscription or off-the-shelf product. This is a done-for-you project engagement.
  • Want to remove people from billing, triage or collections decisions entirely.
  • Expect a guaranteed outcome figure before anything is scoped.
FAQ

Straight answers before the call

What data and system access do you need?

Only what each workflow requires, and only after the proposal defines it. Access is granted through methods you agree to, such as scoped accounts or API keys you create and can revoke. We don't ask for credentials by email or chat. The teardown needs no access at all.

Is a human always in the loop?

For the steps that matter, yes. Each system has a named checkpoint: approving tickets before they're created, reviewing billing flags before invoicing, and approving collection messaging. We define where those checkpoints sit with you during scoping.

Who owns the workflows once they're built?

Our default is that you own the workflows and documentation built for your engagement, and that they run in accounts under your control. The written proposal states this explicitly, along with any third-party tool subscriptions you will need to hold yourself.

What if an integration isn't feasible?

We check feasibility at the teardown and again in the proposal. If a connection to your PSA or accounting tool isn't practical, we'll say so and either propose a workable alternative, such as a reviewed export or import step, or advise that the project isn't a fit. Phasing the build means the riskiest integration is tested early.

Will you replace our PSA or accounting software?

No. Workflows are built around the tools you already use. Nothing is replaced without your explicit agreement.

Operations teardown request

Tell us the one process that hurts most

Send a few details and we'll reply by email to arrange the 20-minute teardown. A short, specific answer to the last question is the most useful thing you can give us.

  • No credentials or client data needed. Describe the process in plain words.
  • No obligation. The proposal comes only after the teardown.
  • Prefer email? Write to julien@relaycairn.com.

By submitting you agree we may contact you about this request. See the privacy policy. Please don't include passwords or client data.

Request received.

Thanks. We'll reply by email to arrange your 20-minute teardown. If you don't hear back, write to julien@relaycairn.com.