Scaling Smarter: How Sourcepass Simplified Growth with Automation

Learn how Sourcepass, a fast-growing MSP, used automation to streamline operations, improve client experiences, and create a scalable growth strategy

Growing pains are a good problem to have—until they slow you down. Sourcepass, a rapidly scaling MSP, built its business through 12 acquisitions and needed a way to keep operations smooth, efficient, and consistent. With over 650 employees and counting, they couldn’t rely on hiring new people every time a process hit a snag. Instead, they turned to automation.

That’s where Rewst came in. Sourcepass didn’t just dip a toe into automation—they dove in, building out a Robotic Operations Center (ROC) to streamline the repetitive and time-consuming tasks eating up their teams’ time. The result? More meaningful work for employees, happier customers, and a roadmap for growth that doesn’t rely on constantly hiring more people.

But it wasn’t always easy. Sourcepass had to bust myths about automation “taking jobs,” show teams the real value behind the tools, and keep automation aligned with their broader business goals. Along the way, they found that automation didn’t just improve their internal efficiency—it gave them a clear edge in delivering faster, smarter solutions to their customers.

Here’s how Sourcepass built a culture of automation, strengthened their operations, and set themselves apart in a crowded MSP market. If you’re looking to level up your MSP without the growing pains, there’s a lot to learn here.

Scaling smart—how automation solved the growth puzzle

Growth is a good problem to have, but it comes with its own challenges. For Sourcepass, acquiring 12 companies in just a few years meant rapid expansion—and plenty of operational headaches. Billing processes crawled, ticket triage created bottlenecks, and inefficiencies started stacking up. Throwing more people at the problem wasn’t going to cut it.

“We were just looking for ways to grow efficiencies and not always add headcount,” said Mark Calzone, VP of Operations at Sourcepass overseeing their NOC, SOC, and the newly created Robotic Operations Center (ROC).

To get operations back on track, Sourcepass turned to Rewst. Unlike platforms that depend on scripting, Rewst gave Sourcepass the flexibility to build automations that fit their needs without extra complexity. Mark also knew that tools alone wouldn’t solve the problem; he made automation a priority by dedicating a team to make it successful. Mark hired a director and two RPA developers to staff the ROC, with plans for future growth.

“Once you dedicate a resource to automation, you’ll start seeing real benefits and cost savings,” -Mark Calzone, VP of Operations at Sourcepass

The impact was immediate:

• Billing Reconciliation: Automation reduced billing reconciliation from a 20-hour task to a seamless process, giving the finance team bandwidth to focus on strategic projects.
• Ticket Triage: Automations prepped and sorted security tickets so technicians could jump straight to resolving issues.

These wins did more than improve workflows. They proved that automation could eliminate bottlenecks, improve team efficiency, and create consistency across departments. Mark shared during a recent webinar that automation helped boost Sourcepass’s Net Promoter Score (NPS) by 25 points in a single quarter. With these early results, Mark and his team shifted their focus to bringing more teams into the automation process.

Building a culture of automation

Introducing new technology is one thing; embedding it into a company’s DNA is another. Mark knew that for automation to succeed long term, it needed champions at every level of the business. The key? Education, collaboration, and proof that automation could solve real problems.

To make this happen, Sourcepass launched department-specific “roadshows.” These weren’t generic presentations. Each session focused on specific problems that teams faced and how automation could provide solutions.

“We asked teams about their biggest struggles,” Mark explained. “For example, finance shared how billing reconciliation ate up their time. When we showed them how automation could handle that, they immediately saw the value.”

These sessions encouraged collaboration. Departments shared workflows, asked questions, and brainstormed tasks they could streamline. By involving employees directly, Sourcepass created an environment where automation became a shared effort rather than a directive from the top.

As automation took hold, teams quickly realized how much time and frustration it saved. It became a tool for career growth, helping employees move away from mundane tasks and toward higher-value work, which created excitement and buy-in. Employees who were hesitant at first began suggesting new areas for automation. This approach turned automation from a technical tool into a key part of how Sourcepass worked.

Sourcepass now embraces automation as a part of its core identity. By engaging employees and showing measurable results, they’ve built a workplace where continuous improvement thrives and efficiency drives growth. Letting teams see the value firsthand created a culture where automation isn’t just accepted—it’s embraced.

Automating for clients – creating differentiation

Automation didn’t stop with internal operations. It became a way to elevate Sourcepass’ client experience and stand out in a crowded MSP market. Mark and his team recognized that the same inefficiencies they solved internally could also plague their clients. By using automation to address these pain points, Sourcepass created new value while reinforcing their role as a trusted partner.

Onboarding stood out as a prime example. For many MSP clients, adding new users is a time-intensive process, especially when it involves multiple systems. Sourcepass automated onboarding through their Quest portal, seamlessly integrating tools like Pax8, Azure, and HRIS platforms. This not only sped up the process but also eliminated the risk of human error, giving clients a smoother, faster experience.

“Onboarding automation was a game changer for our clients,” Mark shared. “It didn’t just save time—it improved their workflow in ways they didn’t realize were possible.”

Beyond onboarding, Sourcepass offers automations tailored to common client challenges. For example, they implemented self-service password resets, a feature that reduces tickets while empowering end-users to solve problems independently. They also automated seasonal onboarding for a healthcare client dealing with Affordable Care Act enrollments, helping them handle high user volumes without adding strain to their systems.

These solutions weren’t just about making tasks faster. They allowed Sourcepass’s clients to work smarter and focus on growing their businesses instead of wrestling with repetitive processes. By offering automation as a service, Sourcepass turned it into a differentiator. They gave clients the ability to do more with the tools they already had, which resonated with businesses looking to maximize efficiency without extra overhead.

Sourcepass’s approach to client automation emphasized collaboration. Their team works closely with clients to understand their workflows and identify opportunities for improvement. This partnership-driven strategy doesn’t just solve problems—it strengthens relationships by showing clients that Sourcepass is invested in their success.

Automation helps Sourcepass build more than processes; it built trust. Clients see the MSP as a forward-thinking partner, ready to deliver solutions that matter. By focusing on practical, high-impact automations, Sourcepass transformed a technical capability into a competitive advantage that sets them apart.

Lessons learned – What MSPs should know

Standardize for simplicity

Mark emphasized the importance of standardizing tools and systems as one of the first lessons Sourcepass learned. Early in their automation efforts, Sourcepass realized that scattered or incompatible platforms could derail even the best workflows. By focusing on a core stack—including Microsoft and ConnectWise—they avoided unnecessary complexity and ensured their automation efforts delivered consistent results. “If your environment is too fragmented, you’ll spend more time troubleshooting integrations than reaping the benefits,” Mark noted.

Dedicate resources for maximum impact

Dedicating resources to automation can significantly enhance its impact. “You can’t treat it as a side project,” he said. At Sourcepass, the decision to build a Robotic Operations Center (ROC) helped them maximize the value of their automation initiatives. This focused approach was key in achieving early wins that built momentum across the organization.

Collaboration builds advocates

Another critical takeaway was the power of collaboration. Sourcepass didn’t dictate automation from the top down. Instead, they engaged employees at every level, gathering input on pain points and encouraging teams to brainstorm solutions together. This approach didn’t just build better automations—it created advocates who championed automation’s value across the business.

Learn and refine

Of course, not every initiative was perfect. Mark shared how one project stumbled due to an API limitation in their RMM tool. “We learned to test integrations early and make sure the platform we’re automating can handle what we’re trying to do,” he explained. For Sourcepass, every challenge was an opportunity to refine their strategy and avoid similar pitfalls in the future.

A long-term strategy

The biggest lesson? Automation isn’t a one-and-done effort—it’s a long-term strategy that evolves with your business. For Sourcepass, automation became a tool to scale smarter, improve service quality, and build stronger client relationships. MSPs looking to follow their example should focus on standardization, dedicated resources, and fostering collaboration to unlock automation’s full potential.

Turning challenges into innovation with automation

Sourcepass turned automation into a tool for transformation. By investing in a Robotic Operations Center and focusing on collaboration, they eliminated inefficiencies, enhanced client experiences, and set new standards for operational excellence in the MSP industry.

Automation cleared the way for employees to focus on meaningful, strategic tasks, while clients saw the value through smoother onboarding, faster resolutions, and solutions tailored to their needs. Automating client onboarding saved up to three hours per user, while automating ticket quality reviews freed over 350 hours in a single month. These changes weren’t about reducing costs—they were about creating a more effective and scalable way to work.

For other MSPs, Sourcepass’s approach offers a practical roadmap. Standardizing tools, prioritizing resources, and involving teams in the process helped them achieve results quickly and build momentum. Automation became more than a process improvement—it became an integral part of their growth strategy.

If inefficiencies are holding you back, automation offers a way forward. Sourcepass’s journey shows that with the right focus and commitment, MSPs can streamline operations, strengthen relationships, and set themselves up for long-term success.