What We Learned from YOU:

In December, we asked MSPs a simple question: How does AI save you the most time?

The answer was clear — documentation preparation rose to the top.

That response wasn’t about chasing trends. It reinforced a theme we saw throughout 2025: MSPs aren’t looking for more noise. They are prioritizing stability, efficiency, and time savings as their technology stacks grow more complex.

Here’s what stood out over the past year — and how those insights are shaping what comes next.

Midway through the year, we began asking more direct questions through community polls.

One clear takeaway was the VoIP maturity gap. Some MSPs have managed VoIP environments for over a decade, while others are still navigating early deployments. Despite that range, common challenges — call quality, troubleshooting, and reliability — surfaced consistently.

Another recurring theme was Q4 pressure. As year-end approaches, timelines tighten, ticket volume increases, and client communication demands rise. These pressures are familiar, but they remain a significant drain on time and focus.

When documentation preparation topped our AI poll, it reflected something broader: MSPs want fewer manual steps, less context switching, and more operational breathing room.

The insight wasn’t about one task — it was about where MSP time quietly disappears.

As the year progressed, updates came with intention. Manager Portal improvements reduced reliance on support tickets and gave partners greater control. The v44.3 release doubled down on performance, reliability, and backend stability, reinforcing that meaningful progress doesn’t have to be flashy.

Later in the year, CloudieConnect and CloudieAI launched directly in response to partner feedback. CloudieConnect supported mobile and hybrid teams, while CloudieAI addressed one of the most consistent MSP challenges: documentation. Automated transcription, sentiment analysis, and call summaries helped reduce manual effort without adding complexity.

Across every release, the focus stayed consistent: flexibility that simplifies MSP operations.

Strong features still matter, but what matters just as much is how those features integrate, deploy, and operate at scale. Implementation timelines, support handoffs, uptime, and clarity came up far more often than feature checklists.

This perspective echoed through industry events like Boot Camp, MSPGeekCon, and ChannelCon, where conversations centered on operational confidence, not just innovation.

We captured those insights directly through our Man on the Street series — giving MSPs the mic and sharing unfiltered perspectives in real-time. The feedback wasn’t scripted, and that authenticity made it invaluable.

Looking back, 2025 wasn’t defined by a single launch or initiative. It was defined by consistent listening, intentional refinement, and MSP-first design.

That approach continues into 2026:

Performance, clarity, and efficiency will continue to guide what we build — informed by the same MSP conversations that shaped the past year. Thanks for being part of them.

The clearest lesson of 2025 remains simple:

The most valuable tools aren’t the loudest — they’re the ones that quietly give MSPs time back.

Let’s keep building them together.

Share your feedback and feature ideas here: https://feedback.oit.co/