Netrio has announced the launch of the next release of NetrioNow, a proprietary, next-generation, AI-powered service delivery platform developed specifically for the MSP market. The company believes that NetrioNow represents a fundamental reinvention of the managed services model, evolving what has long been broken in the market and setting a new standard for the customer experience in the mid-market enterprise by leveraging AI throughout the platform.
Netrio is an MSP, but their skillset goes beyond that.
“We are an MSP with security services,” said Mark Clayman, CEO at Netrio. “We do a lot of traditional MSP like end user support and infrastructure support, networking, storage, backups, disaster recovery, as well to helping customers with Azure and Office 365, but with all of those services, you know, our customers need security around them, so we provide two types of security services. We provide more consulting, particularly around security governance, where we help customers with security policies and help them with their security posture and just advance kind of the way that they think about compliance and security and governance and protecting their data, etc, as well as end user training and things like that. We also provide traditional managed security, where we’re doing kind of the 24×7 operations of an environment looking for attackers, helping to prevent them if somebody is trying to attack remediating those issues as well too. So we have an MSSP component inside our managed security group. It’s hard for any MSP not to have a security component today. Most need some kind of a wrapper around their managed security service offerings.”
Traditional MSPs have struggled to keep up with the mid-market’s rapidly growing IT demands, relying on reactive, slow, and inconsistent models that leave customers frustrated. This release of NetrioNow changes the game by combining human collaboration with AI and automation – delivering speed, transparency, and outcomes that matter to customers.
“NetrioNow is a game-changer,” said Gina Murphy, President & Chief Transformation Officer of Netrio. “The Agio team invested tremendous effort and expertise in developing and refining the AgioNow platform, and the customer response and adoption has reflected the power of this innovation – so much so that the platform played a key factor in Netrio’s decision to acquire Agio earlier this year. The next generation of this platform – NetrioNow – has a robust feature set that delivers greater value to both our company and our customers. Our vision and plan are to invest in further expansion and enhancements, elevating the customer experience and creating opportunities for the broader MSP and MSSP community to do the same.”
Netrio’s MSP ecosystem is somewhat complex.
“We do have a number of MSPs who don’t have their own managed services group, about 15 to 20 legacy VARs,” Clayman stated. “They want managed services and we are the back end for that. We basically do a white label service for them. Sometimes that’s completely transparent to the customer. However since early 2024, when we were acquired by a private equity firm, we have done three acquisitions, including Netrio. Combined, we have grown significantly through M&As, and we are now five times our original size. We will continue to look to expand going forward, especially with services we could cross-sell into our customer base. We now have 800 customers who we have a managed services relationship with. We help them with their road map, or doing things like migrating to the public cloud. With those over 800 MSPs, we also do things for them like answering tickets, answering phone calls, supporting environments.”
Clayman noted that the services that Netrio provides are different from their competitors.
“They are substantially the same, but not many MSPs have our breadth,” he said. “Some may just do Microsoft 365 or connectivity support, or a UCaaS solution. Our breadth of solutions is very different.”
Clayman also pointed out the distinctiveness of their solution set. He said that NetrioNow is the first platform to combine AI, automation and governance to optimize IT service delivery and simplify daily operations.
“Today, our model is not to enable other MSPs but that may or may not be something that we do in the future with our platform that we just announced,” he stated.
“Our platform is fairly unique,” Clayman said. “There’s really three components of the NetrioNow platform, the underlying base of it and platform is ServiceNow, and then the second is that we’ve built a data warehouse that sits out in the public cloud environment where we collect a lot of information that we’re doing work for our customers. We’re also collecting a lot of information from our vendors and our OEMs about the systems, the equipment that we’re supporting for our customers and feeding them into our environment. The reason that we do that is because when we get a ticket from our customer and let’s just say we’ve got an issue with a Meraki device, a certain model, a certain iOS version, we’re able to actually see directly to our engineers that are supporting that information about is there a new patch update, is there a security vulnerability? So we’re we’re giving our engineers a lot more information, leveraging AI to educate them on the fastest way to actually support that customer. And then the third component of NetrioNow is a dashboard and a portal that customers can go in and see the way that we’re supporting their environment, and how it makes engineers more efficient . We feel that it’s a couple years ahead of others.”
There are still some things Clayman said that they want to add.
“There is always a level of this kind of thing, because security is, it’s a bit of this kind of leapfrog approach, with the bad actors kind of enhancing their tools and the technology that they use, and the providers like us wanting to get more smarter and more efficient.” he said. “We are always thinking about how we best introduce Agentic AI, and other tools that do self-remediation just to make sure we are as efficient as possible. We have as much visibility as possible, but we also have tools that are starting to do self remediation and self protection of environments before it even gets to a human, so that’s one thing that we’re always going to be investing in. But we are a year or a year and a half away from customers knowing how to use AI in a meaningful way, especially in the small and midmarket spaces. With Agentic AI, we absolutely use it internally. You need the right guardrails in place though. Do you have the right instructions? Does it understand when to stop and escalate and say, I’m not authorized to do this, or I don’t, I’m not necessarily sure I know how to do this. So we’re starting to do some of those things internally. We’re starting to release some of those agents to what I would consider to be friendly customers. It is absolutely something that within the next six to 12 months, we’re going to start, I would say, releasing to our customer base, and, you know, in a small way, but it’s something that is absolutely important to this industry, and people need to start being aware of its capabilities and adopt it. You just have to be smart in terms of how it is used, because its use comes with a tremendous amount of responsibility.”
Clayman said that more than 50% of their business comes through partners,a significant total when it comes to MSPs.
“A lot of partners bring us in for connectivity or UCaaS or HelpDesk support,” he indicated. “Many came in through the channel and we spend a lot of time getting leads from channel partners.”
Netrio said that the MSP model is broken, but Clayman said that it can still be transformed.
“If you look at the MSP market, it’s very commoditized – even for basic security services,” he said. “This devalues it. We need to become much more efficient with our partners. We need to keep evolving to partner with business functions, using AI and automation. MSPs need to be more strategic to customers than they were in the past.”