How Magna5 Built the Platform Behind Their MSP Growth

A PE-Backed MSP Built to Grow

Magna5 is a private equity–backed Managed Service Provider headquartered in Pittsburgh, Pennsylvania. Supporting approximately 1,600 customers across a range of industries, the company has a strong focus on regulated verticals including financial services, healthcare, and manufacturing. With around 275 employees in the US and a small offshore team in the Philippines, Magna5 delivers services spanning cybersecurity, managed IT, cloud, compliance, and consulting — and has grown steadily through acquisition.

A Platform That Couldn't Keep Pace with Growth

As Magna5 grew beyond 130 employees, the limits of their PSA became clear. Ticket creation, assignment, and updates required manual data entry across day-to-day service work. Systems like the RMM didn't integrate cleanly, forcing engineers to switch between tools to understand what was happening on a given customer's environment.

Knowledge base usage was limited, asset data was inconsistent, and documentation lived in multiple places. Engineers often had the information they needed — just not where or when they needed it. The 24/7 service desk was handling 200–300 inbound calls per week, yet ticket creation and triage were still largely manual. As volume increased, small inefficiencies compounded into real time loss.

At the same time, leadership was managing growth across regions and acquisitions without a single system that brought ticketing, projects, billing, configuration data, and reporting together. Each new acquisition increased complexity and operational risk rather than the other way around.

One Platform, Built Around How the Business Wants to Operate

Magna5 took a deliberate approach to replacing their PSA. Rather than replicating their existing setup, they first defined how they wanted the business to operate — and then built HaloPSA to support those workflows. Core service operations were consolidated into a single platform, reducing tool-switching and giving teams a shared source of truth.

Automation was introduced early to remove friction from high-volume processes. Inbound calls now automatically generate tickets via API, assign ownership, and capture call details without manual entry. Knowledge base content was centralised and surfaced directly inside tickets, giving engineers immediate access to relevant procedures while they work. Halo also became the foundation for securely introducing AI into service workflows.

Using runbooks and APIs, Magna5 standardised how customer environments were configured, reduced data sprawl across tools, and rebuilt automation that previously required external RPA tools — natively inside Halo. Beyond service operations, Halo became the platform for onboarding, offboarding, security workflows, and incident response.

A Scalable Foundation for Continued Growth

By consolidating operations into HaloPSA and automating high-volume workflows, Magna5 reduced manual effort across service delivery while creating a platform capable of supporting continued acquisition-led growth.

• 15–20 hours saved per week on the service desk — automated call queueing creates and assigns tickets via API, eliminating over 1,000 minutes of manual work from 200–300 inbound calls each week
• 75% faster resolution for medium-severity issues — knowledge base content surfaced directly inside tickets, with AI-assisted workflows reducing time spent searching for information
• Lower tooling complexity and reduced automation costs — Halo runbooks replaced external RPA tools and centralised automation inside the PSA
• 99% positive post-ticket survey feedback — automated updates, customer workflows, and a customisable client portal driving improved satisfaction scores
• 9 acquired MSPs onboarded into HaloPSA — in as little as two months per acquisition, without rebuilding service processes from scratch each time