July 24, 2023
Expect Rewst’s new relationship with Pax8 to expand its MSP customer base by roughly 250% by next year. In turn, those MSPs can expect new marketplace functionality, as well as more AI technology embedded in the developer’s robotic process automation (RPA) platform.
Rewst, founded in 2020 and aimed at MSPs serving the SMB, is now focused on improving the 60 prebuilt workflows it has in its internal marketplace. Improvements include more cutting and pasting, and pulldown capabilities to make the process as efficient and easy to use as possible. MSPs can also expect more custom features, depending on the use case.
Rewst’s Charlie Tomeo
“They can use it as is, or in other cases they might want to adjust [the workflow] based on their business, depending on what their reference architecture looks like,” said Charlie Tomeo, who joined Rewst as its chief revenue officer in February after stints with Axcient and Webroot. “That’s one of the things we’re looking to build out and make a lot more robust.”
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New AI Features Improve Ticketing Efficiencies
The other is AI. Rewst just released two workflows – OpenAI Ticket Categorization and OpenAI Sentiment Analysis – to decrease the time MSPs spend reviewing and posting tickets and to improve data consistency.
Tomeo compared the Ticket Categorization workflow to a traffic cop. Instead of an MSP manually monitoring tickets and deciding where they go, the workflow determines the best categorization. The Sentiment Analysis workflow can read beyond the description and wording of the ticket to decipher the “mood” of the request and its urgency.
“It gives us the ability to push that ticket to the right person in a very short amount of time,” Tomeo said. “A lot of technical people may not see [the request] as urgent. We’re now kind of taking that out of their hands. We’ve had an unbelievable amount of requests for it and we’ve seen some great feedback since we released it.”
Rewst’s RPA uses deep API to integrate with about 45 products – from vendors such as Kaseya/Datto, Autotask and ConnectWise – and to automate manual tasks. Those include onboarding/offboarding, phishing remediation, license purchasing and reconciliation, billing reconciliation and approval processes. MSPs can also custom-build integrations.
Rewst ‘Stuffing the Crates’
MSPs have access to 50 prepackaged workflows, or crates, for specific automations. The crates include forms, triggers, templates and scripts for quicker workflow implementation and configuration.
“Whatever process you can think of, we can automate,” Tomeo said, mentioning a recently created workflow for Acronis that ensures backups are successfully completed. If not, the workflow automatically opens a new PSA ticket.
Besides the training that Pax8 offers on specific products and solutions, Rewst has a Robotic Operations Centers where specialists help MSPs create their own workflows and overcome automation challenges they might face along the way.
“You don’t have to be an expert on how to work with an API; we’ll do that,” he said. “It’s basically our support center where the specialists are also monitoring to see if anything in the workflow is broken.”
For additional training and support, Rewst also has Cluck University (better known as CluckU), which features live group training sessions and self-service resources. Tomeo’s favorite component is the Friday Happy Hour, hosted by Rewst’s top engineers and managers, and typically attended by dozens of MSPs and other Rewst partners.
“People share what they’ve built and ask questions on how to build things. It’s completely unfiltered.,” he said. “As a salesperson, it scared the heck out of me that we would do something like that. But it’s probably the coolest thing I’ve seen in my 25 years of doing this. The partners feel like they have a say and get instant feedback.”
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