This is part of a series on MSP priorities for 2026.
Driving Efficiency with Process Automation – Program Overview: To rapidly streamline SMB operations, MSPs should implement a structured program focusing on quick automation wins, gradual scaling, and strong governance. The plan below leverages Microsoft 365 Business Premium tools (Power Automate, Teams, SharePoint, Copilot, etc.) to automate high-volume, repetitive tasks and continuously improve processes while maintaining security and compliance.
Step-by-Step Program for MSPs (SMB Clients): The table below outlines each step, its purpose, tools, timeline, and key considerations:
| Step Name | Description (What MSP does) | Tools Used (M365 Business Premium) | Est. Timeline | Key Considerations (Resources & Governance) |
|---|---|---|---|---|
| 1. Process Discovery & Prioritization | Conduct an automation audit with client stakeholders. Identify repetitive, high-friction processes (e.g. data entry, approvals, reporting) and rank them by impact and feasibility [blog.sourcepass.com]. Produce a roadmap focusing on one or two quick-win processes first. | Workshops; Microsoft Forms/Lists to capture process info; Planner for backlog prioritization. | ~2–4 weeks (Month 1) | Resources: Client process owners & MSP business analyst collaborate. Considerations: Ensure leadership buy-in on target processes and confirm any compliance requirements (e.g. data privacy) before automation. |
| 2. Solution Design & Pilot Build | For the top priority process, design the workflow and choose the appropriate automation approach. Configure a pilot solution – e.g. build a Power Automate flow or simple Power App – addressing the selected task. Incorporate Copilot or AI if it adds value (e.g. use Copilot Studio to create an AI that handles unstructured inputs or generates content as part of the process) [blog.sourcepass.com], [blog.sourcepass.com]. Test the pilot in a controlled setting with sample data. | Power Automate (cloud flows or RPA desktop flows) for workflow logic; Power Apps for a custom input form (if needed); Teams (Copilot Chat) or Copilot Studio to design AI-assisted steps (optional); SharePoint (test data lists or library). | ~4–6 weeks (Month 2) | Resources: MSP Power Platform developer (or skilled engineer) builds the pilot; client subject-matter experts provide feedback. Considerations: Adhere to security best practices – e.g. use least-privilege accounts for automation, and ensure data sensitivity labels/permissions are respected during design [blog.sourcepass.com]. Plan for pilot success metrics (e.g. time saved, error reduction). |
| 3. Pilot Deployment & Evaluation | Deploy the pilot automation in the client’s live environment for a small user group or single department. Train those users on the new workflow (e.g. how approvals now come via Teams, or how a bot assists them). Monitor the results closely: verify the automation is running correctly, gather user feedback, and measure performance against baselines (e.g. process cycle time, error rates) [blog.sourcepass.com]. Evaluate ROI and satisfaction to decide on broader rollout. | Microsoft Teams (pilot users receive workflow notifications/approvals in Teams); SharePoint/OneDrive (live data storage); Power BI or Excel for tracking metrics (optional). | ~2–4 weeks (Month 3) | Resources: MSP consultant & client IT lead to support pilot users; helpdesk ready for issues. Considerations: Implement initial governance checks – e.g. review audit logs of the flow, ensure compliance with data policies during pilot. Collect success data (e.g. “Process X now 50% faster”) to secure full rollout approval [cmitsolutions.com]. |
| 4. Broad Rollout & Expansion | With pilot success, roll out the automation to all relevant users or across the organization. Integrate the solution with additional systems if needed (e.g. link to email, CRM, or third-party apps via connectors). In parallel, expand automation to the next priority processes on the roadmap [cmitsolutions.com]. Use lessons from the pilot to accelerate development of new workflows (leveraging templates and proven patterns). Conduct user training and change management for each new automation to ensure adoption. | Power Automate (additional flows or RPA bots for new processes); Teams and Outlook (wider notification channels); Connectors for third-party apps (if automating beyond Microsoft ecosystem); possibly Power Virtual Agents (for chatbot interfaces to processes). | Phase-wise over ~3–6 months (Months 3–6+ for multiple automations) | Resources: Additional MSP engineering time for each new process; client department champions to help roll out and train colleagues. Considerations: Stagger deployments to manage change – e.g. automate one process at a time. Verify licensing (Business Premium covers standard automation; ensure any premium connectors or AI features are licensed appropriately). Continuously update documentation for each automated workflow. Maintain alignment with security policies for new processes (e.g. if automating finance tasks, involve compliance officer in design). |
| 5. Ongoing Governance & Optimization | Establish a governance framework to sustain and improve the automation portfolio. Assign ownership for each automated workflow (who will update it when business processes change). Set up monitoring and alerts for failures or exceptions. Enforce security and compliance standards: e.g. use Azure AD role-based access control for connectors, regularly review permissions of automation accounts, and ensure data handling meets regulations. Optimize continuously by reviewing performance metrics and user feedback on a scheduled basis (e.g. quarterly). Identify new automation opportunities as the client’s needs evolve, and fold them into the program. | Power Platform Admin Center (governance of environments, data loss prevention (DLP) policies); Azure AD / Entra ID (manage service accounts and roles); Microsoft 365 Admin & Security Centers (monitor audit logs, compliance status); Power BI dashboards (ongoing KPI tracking). | Ongoing (governance reviews monthly; new enhancements each quarter) | Resources: MSP offers managed services for automation – providing a dedicated advisor for upkeep. Considerations: Treat governance as “business-as-usual”: implement policies for change control (e.g. approval required to publish new automation), and training programs to keep users and admins up to date. Ensure measurable outcomes are reported to client leadership regularly (e.g. quarterly business reviews highlighting time saved or error reduction) to demonstrate value and adjust the roadmap. |
Implementation Timeline: This program is typically executed in phases over ~3–6 months for initial automations. For example, within 90 days an MSP can complete assessment, deliver one or two automation solutions, and have a roadmap for subsequent projects. Quick wins (like automating backups or simple approvals) are done first to reduce risk and show impact early, while more complex workflows are scheduled for later phases. The timeline can be adjusted based on the client’s size and readiness. [cmitsolutions.com]
Resource Requirements & Governance: Throughout the program, MSPs should plan for cross-functional resources – e.g. business analysts (to map processes), Power Platform developers, and cloud security experts. SMB client participation is vital, including process owners and IT admins to champion the changes. Leverage Microsoft 365 Business Premium’s integrated security (Azure AD identity, Microsoft Purview compliance, Defender) to build trust in the automation. Crucially, embed governance as a continuous thread: set clear data access boundaries, maintain an inventory of automations, and provide user training and support as new workflows roll out. This ensures that efficiency gains from automation are realized safely and sustainably – achieving the outcomes of reduced manual effort, faster service delivery, and higher consistency that Step Six outlines. [itarian.com], [cmitsolutions.com]
CIAOPS 