5 ways Parlay Technology transformed operations using AI & automation

During the 2025 Kaseya DattoCon session “The operational revolution: AI strategies that give you your life back,” Natalie Mayo, Principal Solutions Engineer, spoke with Randy Haba, Founder of Parlay Technology, to discuss how his MSP leveraged AI and automation across Kaseya’s platform to streamline operations, improve service delivery and enhance technician productivity.

Haba shared how his team simplified workflows, reduced escalations and built a culture where automation became part of the company’s DNA. Here are five key takeaways from Parlay Technology’s AI journey that any MSP can apply.

1. Simplify your tech stack with the IT Glue + Autotask + Datto RMM trifecta

Parlay’s transformation started with a strategic shift: consolidating their tools into Kaseya’s unified platform. After years using ConnectWise and LabTech, Haba moved the business onto a tightly integrated ecosystem of IT Glue, Autotask PSA and Datto RMM.

This “trifecta” approach dramatically increased technician efficiency. With documentation, ticketing and endpoint management all speaking the same language, Haba’s team could access the information they needed when they needed it. “The tools worked right out of the box and talked to each other,” Haba explained. “I just turned the integration on.”

By integrating IT Glue with PSA and RMM, Parlay gained:

• Faster ticket resolution, thanks to instant access to standardized, accurate documentation.
• Greater technician capacity, as automation reduced manual steps across workflows.
• Consistent service quality, with documentation, tickets and endpoints tied together in context.
• Higher scalability, because automations and integrations amplified technician output without adding headcount.

Haba noticed the trifecta made his small team work more like a larger, well-resourced one. The integration eliminated information silos, reduced errors and allowed technicians to move between issues, devices and customer environments seamlessly — a critical advantage for a fast-growing MSP.

2. Automate ticket triage and focus on outcomes

Parlay Technology uses Autotask’s Smart Ticket Triage, powered by Cooper Copilot AI, to eliminate the manual sorting that typically bottlenecks service desks. Instead of technicians reviewing, categorizing and routing each ticket, Smart Ticket Triage automatically analyzes content, compares it to historical data and suggests the correct category and priority. It also identifies related or duplicate issues through Smart Ticket Association, helping technicians quickly access past resolutions.

Haba shared that this automation has drastically improved efficiency and reduced escalations. Smart Ticket Triage ensures consistency, minimizes errors and accelerates ticket processing — all while improving over time as it learns from the MSP’s unique ticket history.

3. Keep documentation current with Smart SOP Generator

Before implementing automation, outdated or missing SOPs at Parlay often led to confusion and unnecessary escalations. With IT Glue’s Smart SOP Generator, technicians no longer need to manually document processes after completing their work — the system captures actions in real time.

Every click, keystroke and browser tab interaction is automatically transformed into a structured, step-by-step SOP. This eliminates the risk of forgotten details, ensures error-free documentation and keeps processes aligned with what technicians are actually doing day to day. “It’s a game changer,” said Haba. “It keeps our processes up to date and stops tickets from piling up.”

New enhancements like screenshot editing, step reordering and multitab recording make SOPs even more accurate and easier to manage. All documentation is saved directly into IT Glue for instant access.

4. Build a culture that embraces automation

For Haba, adopting AI wasn’t just about using new tools. It required a shift in mindset. He emphasized coaching technicians one-on-one to show how automation makes their work faster and less frustrating. “Show engineers you value their time. Adoption follows, and work-life balance improves,” he said. Mayo agreed, noting that small, consistent mentoring moments drive lasting behavioral change more effectively than big training sessions.

5. Leverage AI data to hire smarter and fix faster

AI is also helping Parlay make strategic decisions. By analyzing recurring ticket types and patterns, Haba can see where his team spends the most time and where automation or training could have the biggest impact. “AI lets you hire fewer but more skilled engineers who can nail first-call resolution,” he explained. With clearer visibility into workloads, Parlay continues to reduce downtime and improve customer satisfaction.

Key takeaways from Parlay Technologies

Haba’s philosophy is simple: success comes from using what you already have to its full potential. “Clients don’t care how you make the sausage — they care about outcomes,” he said. By combining Kaseya’s AI-powered tools with intentional leadership and training, Parlay Technology created a lean, efficient operation that puts technician time and customer satisfaction first.

Ready to follow in Parlay Technology’s footsteps? Book a personalized demo of IT Glue to see how AI and automation can transform your MSP operations.