#68 – From the Trenches: EOS, Sales Pods & Automation-Ready MSPs (Charles Swihart)

In this From the Trenches episode, Josh Peterson sits down with Charles Swihart to explore what it takes to build an MSP that’s truly “automation-ready”—starting with EOS as a discipline for accountability, repeatable meetings, and measurable execution. Charles breaks down how KPI-driven leadership meetings uncover issues early (response time, resolution time, project health) and why consistent time tracking still sits at the center of profitability. Along the way, he connects the dots between operational rhythm and long-term planning—especially when MSPs pair execution with a clear roadmap like the Vision system, and reinforce the fundamentals with clear expectations around time entry discipline.

The conversation also goes deep on the next evolution of MSP value: moving beyond reactive support into advisory conversations that uncover repetitive, time-consuming, and tedious workflows—then solving them with a blend of internal automation and the right external specialists. Charles shares why some RPA tools overpromise in demos, what to validate before you deploy automation at scale, and how AI can accelerate internal development—like pulling PSA data into dashboards that strengthen customer account management. If you’re trying to turn strategy into a repeatable operating cadence, his approach is a practical example of moving from strategy to action.

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Episode Highlights

• 00:00:02 – Why EOS “clicked” only after hiring a coach—and why self-implementation often fails.
• 00:02:12 – Future-casting the business so the CEO isn’t the only salesperson—and documenting the sales process.
• 00:04:11 – Accountability through weekly KPI review: response time, resolution time, project health, and crew feedback.
• 00:06:07 – Time-on-ticket utilization targets and how leadership teams keep time entry from drifting.
• 00:07:12 – Automation-ready MSP operations: AI-assisted ticket triage and faster service desk execution.
• 00:09:29 – The advisory pivot: three discovery questions that uncover repetitive, time-consuming, tedious workflows.
• 00:20:15 – Why some RPA tools stall in the real world—and what to validate before you bet on automation.
• 00:25:50 – Using AI to build internal tools: pulling AutoTask data into an account-management dashboard to drive CAM.

About the Guest

Charles Swihart is the Founder & CEO of Preactive IT Solutions, a Houston-area MSP focused on helping organizations build dependable, measurable IT operations. In this episode, Charles shares how EOS helped his team install accountability, protect time discipline, and create the leadership cadence needed to scale sales and prepare for automation-driven service delivery.

🌐 Connect with Charles Swihart on LinkedIn →
🌐 Visit Preactive IT Solutions →

About the Host

Josh Peterson is the CEO of Bering McKinley and host of the BMK Vision Podcast. Through the From the Trenches series, Josh speaks candidly with MSP owners and operators about growth, execution, and the realities of building sustainable service businesses.

🔗 Connect with Josh on LinkedIn →