Nexxo is a fast-growing Managed Service Provider based in Montreal, Canada. Known for its innovative approach and client-first mindset, Nexxo has been at the forefront of digital transformation for SMBs in Quebec and beyond.
In 2024, as their growth accelerated, Nexxo became the first MSP to implement Mizo, the AI agent designed specifically for MSPs. More than just an early adopter, Nexxo has been a strategic partner in shaping Mizo, helping define features based on real operational needs.
Today, Laurence, CTO and co-founder of Nexxo, shares his experience using Mizo to scale operations and empower his team.
The Challenges
Like many MSPs experiencing rapid growth, Nexxo faced mounting pressures:
- Staffing Limitations: Finding skilled technicians was becoming increasingly difficult due to a competitive local market.
- Onboarding Junior Techs: New recruits were talented but lacked experience. They required constant support and guidance, which consumed senior staff bandwidth.
- Inefficient Use of Senior Talent: Highly skilled techs were spending valuable time on routine, repetitive tasks like ticket triage, documentation, and dispatch.
Laurence, Nexxo’s CTO and co-founder, recalls:
We had all the right ingredients for growth, but our internal processes weren’t scaling fast enough. Senior techs were overwhelmed, and juniors were stuck waiting for answers. We knew we had to rethink the way we worked.
Initial Exploration: Traditional Automation Tools
Before turning to Mizo, Nexxo considered more traditional automation platforms. However, this approach raised several concerns:
- High Cost: Many of the solutions came with steep licensing fees and consulting costs.
- Lack of Flexibility: These tools required predefined workflows and rigid configurations that didn’t adapt well to Nexxo’s dynamic environment.
- Slow Time-to-Value: Implementation timelines were long, with some requiring weeks or months of setup before seeing results.
The Solution: Mizo AI Agent
To address these issues, Nexxo integrated Mizo, an AI agent purpose-built for the MSP space. Mizo was designed to reduce operational friction and give teams the tools to work smarter, not harder.
Key features implemented at Nexxo:
Mizo reads incoming tickets, analyzes the content, and assigns priority, category, all within seconds. Senior techs are no longer required to manually sort tickets.
✅ Contextual KB Linking
Each ticket is enriched with relevant internal documentation, such as KB articles stored in Hudu. This gives technicians instant access to the knowledge they need.
✅ Real-Time Assistance
Mizo helps junior team members troubleshoot and document their work more effectively, reducing reliance on escalation and speeding up issue resolution.
Results
The impact went beyond expectations:
- More reliable data: Automation ensured consistency and better-quality ticket metadata
- Greater autonomy: Junior techs resolved issues faster with direct access to context and resources
- Improved kill rate: Tasks were completed more efficiently, reducing ticket backlog and resolution times
Mizo helped the team do more with less, empowering techs at all levels while freeing up senior staff to focus on strategic initiatives.
Conclusion
By partnering with AI for MSPs, Nexxo turned operational bottlenecks into scalable systems. This collaboration didn’t just solve staffing challenges—it paved the way for Nexxo to move closer to becoming a Managed Intelligence Provider, where automation, structured data, and smart workflows drive real impact.
Watch the Full Interview with Laurence
🎥 Dive deeper into Nexxo’s journey and hear directly from Laurence about how Mizo transformed their operations.
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