CloudRadial 2025: The Year MSPs Stopped Experimenting with AI and Started Transforming

As we close out 2025, it's clear that this was CloudRadial's most transformative year yet. We didn't just release new features—we fundamentally reimagined what's possible when MSPs embrace purpose-built AI as the foundation of their service delivery model.

The AI gap is widening. MSPs that approached AI strategically in 2025 are now handling tickets more efficiently, delivering better results, and keeping clients happier. Those still treating AI as another productivity tool or experimenting with disconnected solutions are falling behind.

Here's how CloudRadial helped progressive MSPs cross that divide in 2025.

The Big Reveal: CloudRadial Becomes the AI-Powered Service Delivery & Client Success Platform

In September, we unveiled the most significant evolution in CloudRadial's history. We didn't just add AI features to our existing platform; we built a comprehensive ecosystem of AI-powered tools designed to work together.

This wasn't about following trends. It was about solving the fundamental problem plaguing most AI implementations: fragmentation. MSPs were deploying chatbots without intelligence, intelligence without integration, and tools without transformation. The results were predictably disappointing.

CloudRadial's answer? A complete platform where ServiceAI (for internal service desk intelligence), ChatAI (for client-facing interactions), and the Unified Client Portal (for presentation and collaboration) each solve specific challenges while positioning MSPs for future integration capabilities.

Major Product Launches That Changed Everything for MSPs

ServiceAI: Your MSP's Intelligence Foundation

ServiceAI represents a paradigm shift in how MSPs approach AI adoption. Unlike generic AI tools that treat every MSP the same, ServiceAI learns your expertise, your processes, and your specific service delivery model.

What makes ServiceAI revolutionary is what it does before you ever deploy AI assistance to your team. It analyzes your historical tickets to:

• Build your operational intelligence baseline: Understanding how your team actually solves problems, not how generic AI thinks problems should be solved
• Score ticket quality with RPS: Measuring ticket context, user sentiment, agent performance, and documentation quality on a 1-10 scale across four dimensions
• Identify service desk gaps: Spotting documentation holes, recurring issues, and coaching opportunities
• Generate root cause insights: Connecting patterns across thousands of tickets that no human could manually analyze

The Four RPS Scores:

• Ticket RPS - AI's confidence in handling similar tickets based on available historical context
• Agent RPS - Technician performance based on communication quality, resolution patterns, and interaction quality
• User RPS - End-user sentiment and communication patterns across their tickets
• Article RPS - Documentation quality combining readability, AI crawlability, and completeness

Team Metalogic became our first ServiceAI customer, and their experience validated everything we built. With 30,000 tickets analyzed, they discovered that ServiceAI wasn't about replacing technicians—it was about making their entire service desk more effective through better visibility, documentation, and strategic insights.

Orion Assistant: AI Suggestions Where Technicians Work

ServiceAI includes Orion Assistant, which provides AI-powered response suggestions directly inside PSA tickets.

Orion suggests responses based on ticket history, documentation, and similar past tickets.

Technicians review, edit, and decide what to send. The human remains in control of all customer communication. There is zero chance that AI will inject responses into tickets or answer tickets without technician approval.

Available for ConnectWise, Autotask, and Zendesk users.

Automated Ticket Triage

ServiceAI's Triage feature (available for ConnectWise and Autotask) automates what dispatchers do manually:

• Routes tickets to correct boards/queues using plain-language rules
• Categorizes tickets (type, priority, other PSA fields)
• Assigns tickets to appropriate technicians
• Detects and filters spam
• Flags priority keywords for immediate attention
• Renames ticket subjects for clarity
• Detects potential duplicate tickets

Testing Mode lets MSPs observe AI triage behavior without actually modifying tickets in the PSA—validating rules, logic, and potential actions before going live.

AI Chat Sandbox: Battle-Test Before You Go Live

The sandbox allows MSPs to test AI responses before exposing them to clients or technicians. You can test how AI responds to specific scenarios, impersonate companies or users to see contextual responses, and identify documentation gaps in a safe environment.

ChatAI: Client-Facing Intelligence

ChatAI transforms how MSPs handle client communications and ticket submissions. Trained on your documentation and ticket history, ChatAI helps triage incoming requests and provides information to clients based on your knowledge base.

ChatAI seamlessly integrates with your PSA, automatically routing issues to live support while providing instant responses for common questions. It becomes your clients' go-to resource for submitting tickets and getting quick answers, available 24/7.

Future Vision: CloudRadial is building toward deeper integration between ServiceAI's intelligence engine and ChatAI's client interface, which will enable even more sophisticated AI-powered service delivery. This roadmap includes leveraging ServiceAI's RPS scoring and documentation analysis to continuously improve ChatAI's response quality.

Best of all, we made entry easy with Chat Starter: our free tool that lets any MSP start accepting client ticket submissions directly through chat, even before implementing full AI capabilities.

Unified Client Portal: The Foundation That Connects Everything

Our Client Service Automation (CSA) platform has become the only enterprise-grade open platform with full API access and flexible assets for unlimited customization.

The Unified Client Portal is an IT presentation hub that showcases your expertise while serving as the collaborative workspace where you and your clients connect, making proactive communications effortless—not buried in another vendor portal.

The new UCP provides the ultimate expression of transparency, bridging the gap between service delivery and client satisfaction.

Key enhancements include:

• Open API: Connect your PSA/RMM, security tools, and line-of-business apps with a modern, well-documented API that makes CloudRadial the central hub of your service delivery ecosystem
• Flexible Assets: Add custom content from external sources directly inside CloudRadial, integrating tools like Pia SmartForms to create your true system of engagement
• Prebuilt Integrations: Wire up popular platforms quickly without heavy lifting, ensuring your portal reflects your complete tech stack

Storefront Evolution: Hardware Sales Made Effortless

Since its introduction in 2024, CloudRadial Storefront proved itself with impressive results. We protected countless commodity sales from disappearing into the Amazon black hole.

In 2025, we doubled down on that success with major enhancements unveiled in December:

• Refreshed interface: Making it easier than ever for clients to find and purchase hardware
• Expanded distribution options: More flexibility in how you source and price products
• Faster setup: Curate a complete client-facing store in under an hour
• Complete PSA integration: Automated opportunity creation with dynamic pricing and Stripe payment processing

The free Starter Edition remains available to all CloudRadial partners—perfect for MSPs tired of losing sales during the quoting process or ready to free their teams from repetitive hardware order management.

The Implementation Roadmap: Making AI Transformation Practical

Recognizing that many MSPs still struggle with where to start, we published "The MSP's Roadmap to AI-Powered Service Delivery", a comprehensive implementation guide that takes the guesswork out of AI adoption.

This isn't theoretical fluff. It's a practical, phase-by-phase plan that shows you exactly how to:

• Analyze: Get visibility into technician performance with Relative Performance Scores (RPS) based on their ticket notes and client interactions
• Prepare: Automatically assemble a database of your ticket and documentation intelligence so that techs can receive AI response suggestions from day one
• Automate: Let AI triage handle ticket routing, categorization, and assignment using plain-language rules, so your team focuses on solving problems instead of sorting them
• Optimize: Improve your knowledge base, implement custom rules, and train ServiceAI to deliver responses that reflect your company's unique expertise
• Deploy: Roll out AI assistance strategically across your service desk and explore new service models enabled by AI capabilities

The guide is available for download for free, and includes integration validation checklists, readiness scorecards, common pitfalls to avoid, and advanced customization strategies.

Real MSP Success: Team Metalogic's Journey

Theory is meaningless without results. That's why we shared Team Metalogic's ServiceAI implementation story in depth.

Mike Parfitt, CEO of this UK-based MSP, provided unprecedented transparency about their experience as CloudRadial's first ServiceAI customer. With 30,000 tickets analyzed, they discovered transformative insights about their service desk.

The revelations went far beyond ticket handling efficiency. They identified patterns showing that 20% of one client's tickets stemmed from performance issues in their virtual desktop environment—issues that appeared unrelated when viewed individually but revealed critical infrastructure problems when analyzed collectively.

This kind of root cause analysis transforms MSPs from reactive support providers into proactive strategic partners. Instead of generic business reviews focused on SLAs and ticket counts, you can have meaningful conversations about addressing underlying operational issues.

Mike's candid insights about documentation decay, the reality of imperfect ticket notes, and the value of objective performance metrics across every ticket validated our entire approach. ServiceAI isn't about surveillance or replacing technicians; it's about building systems that scale, measure improvement, and deliver better outcomes for everyone.

The CloudRadial Live: Unified Series

To help MSPs master every aspect of our evolved platform, we launched CloudRadial Live: The Unified Series, a comprehensive webinar program diving deep into:

• Unified Client Portal capabilities and configuration
• Open API, flexible assets, and integration strategies
• Automation and Pia SmartForms implementation
• CloudRadial Chat Starter deployment
• Storefront optimization for maximum revenue
• ClipTraining and Bigger Brains add-ons
• Selling engagement maturity to clients
• ServiceAI and ChatAI best practices

These weren't sales pitches; they were educational deep dives designed to help MSPs extract maximum value from every CloudRadial capability.

Why 2025 Mattered: The Intelligence Advantage

Here's what separates 2025 from every year before it: MSPs finally stopped treating AI as optional.

The ones who approached it strategically—building intelligence foundations with ServiceAI before deploying AI assistance to their teams—gained a significant and compounding advantage over competitors. Their systems are now continuously learning from every ticket, every interaction, and every resolution. That intelligence accumulates daily, creating service delivery capabilities that become increasingly difficult to replicate.

MSPs still experimenting with disconnected AI tools or waiting for the "perfect" solution are falling further behind with each passing day. The gap isn't just about technology. It's about organizational learning and accumulated intelligence that compounds over time.

CloudRadial's integrated platform makes this transformation achievable for any MSP ready to commit to the journey. We're not promising overnight miracles. We're providing the complete system needed to build an intelligent service delivery model that gets smarter every day.

Looking Ahead: The Future Is Already Here

As we head into 2026, the question isn't whether AI will transform MSP service delivery. That transformation is already happening. The only question is whether your MSP will lead that transformation or scramble to catch up.

CloudRadial spent 2025 building the comprehensive platform progressive MSPs need to win:

• ServiceAI provides internal service desk intelligence and technician enablement
• ChatAI delivers client-facing ticket submission and information access
• Unified Client Portal connects everything together as your presentation layer
• Storefront drives additional hardware revenue
• Our comprehensive roadmap makes implementation practical

Every day your service desk operates without this intelligence is another day of lost opportunity—for efficiency gains, for better client experiences, for competitive differentiation, and for building an intelligent system that becomes increasingly difficult to compete against.

The AI gap is widening. Which side will you be on in 2026?

Ready to transform your MSP's service delivery? Schedule a demo to see how CloudRadial's AI-powered platform can help you reduce ticket volume, achieve zero-touch resolution on routine issues, and gain a strategic advantage that competitors can't quickly replicate.

The MSPs building intelligent service delivery systems today will define what "excellent MSP service" means tomorrow. Don't let another year pass by experimenting while others transform.