Size Does Not Matter in AI
According to XTIUM CEO Russell Reeder, MSPs with limited money, people, and skills can build high-profit agentic solutions if they stop letting fear paralyze them while competitors charge ahead.
A typical MSP probably needs help designing agentic solutions. XTIUM doesn’t.
But then again, at nearly $250 million a year in revenue and growing, XTIUM isn’t a typical MSP. It’s a mega MSP that like fellow mega New Charter and VC-funded rollup Titan has plenty of AI expertise on staff. In XTIUM’s case those experts have been building agents that offer real-time coaching to sales and customer service reps, do automated QA on help desk calls, and collect background information on service issues.
“We’re expecting around an 80% increase in the velocity of being able to solve tickets,” says Russell Reeder (pictured), XTIUM’s CEO.
That obviously will save the company a lot of money, but XTIUM’s now using skills it honed using AI internally to make money building agentic solutions for its clients as well.
“Implementing AI agents throughout our entire organization was really the first step. “Now we’ve taken our success out to our client base,” Reeder says.
Not every MSP has the resources to follow precisely in XTIUM’s footsteps, Reeder concedes. “Scale matters in this.” But scale won’t be what determines whether you’re among the winners in the emerging market for AI consulting or one of the losers.
“The gap is going to be those that stay educated on where the technology is versus those that don’t,” Reeder says. “Even the small MSPs will be able to learn and focus on the value of agents.”
Using off-the-shelf products of the kind Pax8 is developing and Syncro plans to offer, they’ll be able to build agentic solutions for customers too, even if they don’t have as many AI coders on staff as XTIUM does.
“We’re not trying to land on Mars,” Reeder says. “These are just normal solutions that people can learn within a matter of weeks.”
Provided, that is, they don’t let fear keep them from getting in on a market for AI products and services that will be worth a whopping $1.5 trillion globally this year alone, according to Gartner.
“I’ve spoken to many CEOs of smaller MSPs and have heard things like, ‘it’s always wrong’ or ‘it hallucinates,’” Reeder says. “They need to keep up with the pace of change or they’ll be left behind.”