‘The company plans to shift the narrative from merely serving MSPs to empowering them to provide exceptional service to their customers,’ says new ScalePad CEO Chris Day.

Chris Day, ScalePad’s founder and executive chairman, has taken over as CEO of the Vancouver, British Columbia-based vendor and has his sights on the future.

With about 12,000 MSP partners today, he plans to double subscription revenue over the next two years.

“Our goal is to double the size of our subscription base,” he told CRN. “This could involve increasing the number of partners or expanding the consumption of our products among existing partners. The focus is on enhancing product adoption due to genuine satisfaction, not merely through contractual obligations.”

Outgoing CEO Dan Wensley will stay within the ScalePad family as a shareholder and strategic advisor. Mike Walsh, who has been the general manager of Quoter–which was acquired by ScalePad in 2023, will step into the role of chief product officer.

“Our next phase is about building on what we already have rather than seeking new acquisitions,” Day told CRN. “We’re transitioning from a collection of individual products to a truly integrated suite. Our goal is to create a seamless experience for our clients, integrating our products into a cohesive platform.”

This shift aims to enhance the user experience by focusing on creating an integrated suite rather than pursuing a high-volume acquisition strategy, he said.

“We want our products to work seamlessly together,” he said. “This isn’t just about building integrations. It’s about making our products an integrated part of our customers’ operations.”

CRN spoke to Day about the company’s next phase of growth, how AI plays into its products and continuing to deliver innovative tools to MSPs.

How would you describe your leadership style?

My leadership style is deeply rooted in passion and technical expertise. I emphasize the importance of high-quality products and detail-oriented development, without falling into the trap of micromanagement. My approach involves rapid innovation and data-driven decision-making while maintaining a strong focus on team collaboration and simplicity. I believe in making quick yet well-informed decisions, minimizing bureaucracy and fostering a culture where good ideas can come from anywhere, regardless of titles.

What is ScalePad’s next phase of growth?

ScalePad’s next phase of growth is centered on maximizing the potential of its existing assets rather than pursuing a flurry of acquisitions. Over the past three years, ScalePad has integrated multiple businesses, which has been a significant undertaking. Going forward, the company will focus on developing a cohesive multi-product SaaS (software-as-a-service) offering rather than adding new companies to its portfolio. The goal is to transform ScalePad from a collection of individual products into an integrated suite that provides a seamless user experience across all its offerings.

How do you plan to balance short-term operational needs with long-term strategic goals?

In the short term, the focus will be on methodical improvements and team integrations rather than sweeping changes. We are pulling forward our annual planning process to ensure a clear roadmap for the upcoming years. While we will address some immediate opportunities, such as improving team collaboration, the emphasis will be on setting up a solid foundation for a successful long-term strategy starting January 1.

How will ScalePad maintain its competitive edge in the rapidly evolving technology landscape?

ScalePad plans to stay competitive through aggressive innovation and a robust technology team. With around 100 people dedicated to product development, we aim to excel in its chosen categories by creating superior products and a cohesive platform. The company will focus on integrating AI thoughtfully and ensuring that each product within the suite enhances the overall user experience.

What is ScalePad’s approach to integrating AI into its products?

AI is seen as an integral part of improving workflows rather than just a feature. We will focus on embedding AI in a way that enhances efficiency and effectiveness within its products. We’re particularly interested in using AI to streamline processes and improve user interactions, while also being mindful of ethical considerations and the context in which AI operates.

What is your strategy for mergers and acquisitions going forward?

We will be more selective with acquisitions in the future. The focus will be on leveraging past acquisitions to their fullest potential rather than pursuing a high volume of new ones. The strategy involves seeking opportunities that align with ScalePad’s goals and add meaningful value to the existing suite of products. The company is also exploring innovative product development through its labs team, which can offer new solutions without traditional acquisitions.

How will the company enhance customer experience and satisfaction?

We aim to enhance customer experience by focusing on making MSPs successful. The company plans to shift the narrative from merely serving MSPs to empowering them to provide exceptional service to their customers. By improving the tools and integrations available to MSPs, we believe that it can help them deliver a superior experience, which in turn benefits ScalePad’s growth.

How do you plan to capture new market share?

We will concentrate on deepening relationships with its existing partners rather than expanding to a larger number. The goal is to enhance the value provided to current partners and encourage them to use multiple ScalePad products. This approach aims to create more substantial and mutually beneficial partnerships without necessarily increasing the number of partners significantly.

What role do strategic partnerships play in ScalePad’s growth?

Strategic partnerships are crucial for our growth strategy. We aim to collaborate with other major players in the space to enhance integrations and joint initiatives. By working closely with other technology leaders, we seek to create a better experience for its partners and explore new opportunities for mutual benefit.

What are some common pain points for MSPs, and how does ScalePad plan to address them?

A persistent pain point for MSPs is time management. We address this by developing solutions that streamline processes and reduce the time required for various tasks. By focusing on automation and efficiency, our products are designed to help MSPs manage their workloads more effectively and meet customer expectations without being overwhelmed.

What investments do you plan on making into ScalePad over the next year?

We are focusing on several key areas. First, we are significantly investing in our technology infrastructure. This includes enhancing our capabilities in big data, AI engines and employing data scientists and engineers. Unlike quick integrations like ChatGPT, we’re committing to deep, sophisticated data science. This is crucial for long-term growth and will yield substantial benefits.

Additionally, we’re investing in team alignment. We’re ensuring that our teams working directly with partners, those developing products and those designing new features are all synchronized. This alignment will prevent communication breakdowns and foster a unified approach, ensuring that we deliver exactly what our partners need. We’re also placing a strong emphasis on vigilant road mapping to prioritize and sequence our initiatives effectively.

Where do you see ScalePad in the next 18 to 24 months?

In the next 18 to 24 months, I envision ScalePad being at least twice its current size. We anticipate substantial growth not just in the number of partners, but also in the depth of our engagement with existing ones. For instance, our ControlMap product has exceeded expectations, showing a strong demand for compliance and governance solutions among MSPs. We aim to become the leading open platform in our space, offering flexibility and superior value. Our strategy allows us to remain neutral, giving partners the freedom to choose the best solutions and pushing us to continually improve our offerings.

Our goal is to double the size of our subscription base. This could involve increasing the number of partners or expanding the consumption of our products among existing partners. The focus is on enhancing product adoption due to genuine satisfaction, not merely through contractual obligations.

As the new CEO, what is your message to partners going forward?

My message to our MSP partners is clear, we’ve got your back. Our team has extensive experience in running, growing and selling MSPs and we are committed to understanding and addressing your evolving challenges. While new threats and opportunities arise, the core challenges of running an MSP remain consistent. Our aim is to help you stay ahead of these challenges and excel in delivering exceptional customer service. We want our partners to be seen as industry leaders by their clients and we’re dedicated to supporting you in achieving that excellence.