About
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 such as financial services, healthcare, and manufacturing. With around 275 employees in the U.S. 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.
The Challenge
As Magna5 grew beyond 130 employees, the limits of their PSA became clear. Manual data entry was required for ticket creation, assignment, and updates across day-to-day service work, and systems like the RMM didn’t integrate cleanly, forcing engineers to jump between tools to understand what was happening.
The core functions were there, but they weren’t connected in a way that could support a larger service organisation. 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. Standardising how issues were handled across teams became increasingly difficult.
The 24/7 service desk was handling hundreds of inbound calls per week, yet ticket creation, assignment, and triage were still largely manual. As volume increased, small inefficiencies compounded into real time loss for frontline teams.
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. Adding more tools to fill functional gaps only increased complexity and cost.
As Magna5 continued to expand through regional growth and acquisitions, it became clear that the existing setup would make it harder to bring new teams onboard, enforce consistent standards, and deliver the same experience to every customer. Without a single operational system, each new addition increased complexity, operational risk, and the effort required to scale.
"We started to have a lot of performance issues, growth issues. We identified very quickly that we were going to have some barriers to our future growth.”
- Justin Cameron, Chief Technology Officer
The Solution
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. Instead of relying on a central PSA surrounded by multiple supporting tools, Magna5 consolidated core service operations into a single platform. This reduced the need for engineers to switch between systems and gave teams a shared source of truth for their day–to–day work.
Automation was introduced early to remove friction from high-volume processes. Inbound calls to the service desk 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, allowing teams to use AI-driven summaries and recommendations while keeping customer data contained within controlled systems.
Halo’s open architecture also allowed Magna5 to integrate tightly with their RMM platforms. Using runbooks and APIs, they standardised how customer environments were configured, reduced data sprawl across tools, and ensured consistency across service offerings. Automation that previously required external RPA tools was rebuilt natively inside Halo, lowering complexity and cost.
Beyond service operations, Halo became the system used to support onboarding, offboarding, security workflows, and incident response. As the business continued to acquire other MSPs, this standardised platform made it possible to onboard new teams into a consistent operational model rather than rebuilding processes each time.
"What stood out with Halo was that they did it with us. It felt like a partnership, not just an implementation. Even today, we’re still working with the same engineers who helped us build everything, and they continue to support us as we scale.”
- DeShawn Boring, Vice President of Shared Operations
The Results
By consolidating operations into HaloPSA and automating high-volume workflows, Magna5 reduced manual effort across service delivery while creating a platform that could support continued growth and acquisitions.
- 15–20 hours saved per week on the service desk, with automated call queueing creating and assigning tickets via API and eliminating over 1,000 minutes of manual work each week from 200–300 inbound calls.
- 75% faster resolution of medium-severity issues, driven by knowledge base content surfaced directly inside tickets and AI-assisted workflows that reduce time spent searching for information.
- Lower tooling complexity and reduced automation costs, as Halo runbooks replaced external RPA tools and centralised automation inside the PSA.
- More consistent service delivery across teams and regions, with standardised workflows, configuration data, and RMM integrations reducing data sprawl and ensuring customer environments are set up the same way.
- Improved customer communication and satisfaction, supported by automated updates, customer workflows, and a customisable client portal, contributing to 99% positive feedback from post-ticket surveys.
- Faster integration of acquired MSPs, with 9 acquired business units onboarded into Halo PSA in as little as two months, without rebuilding service processes from scratch.
"Frankly, we would not have been able to scale as an organisation or make the acquisitions we did without HaloPSA.”
- Justin Cameron, Chief Technology Officer
With HaloPSA as their operational backbone, Magna5 has built a scalable, standardised foundation that supports continued growth, acquisitions, and consistent service delivery across the business.