ScalePad presents its third annual MSP Trends Report. See how top-performing MSPs grow revenue, drive customer success, and scale operations — backed by data from 1,100+ peers.
MSPs already have plenty of signals that suggest how a client feels, such as aging hardware, recurring issues, slower-than-average ticket resolution, and more. But those signals don’t tell the full story.
That’s why we’re introducing a few new changes to Analytics to help you get the full picture.
New SimpleSAT Integration
SimpleSAT is a CSAT tool designed for MSPs but integrating it with Lifecycle Manager you can pull in CSAT scores across your client base.
Along with CSAT, the SimpleSAT integration also brings in NPS (Net Promoter Score) as a new metric, giving you an even clearer view of client loyalty and long-term sentiment.
See client satisfaction where you work: Client-level CSAT and NPS score in your Client Analytics Dashboard so you can quickly understand how each client feels about your service.
Identify at-risk clients faster: Spot unhappy clients early and prioritize outreach before frustration turns into churn.
Connect service delivery to outcomes: As Lifecycle Manager X highlights service delivery levels for each client, CSAT and NPS help validate whether changes are actually improving the client relationship.
Track improvements over time: Monitor CSAT and NPS trends as you make operational changes and process improvements.
Client Engagement Metrics for Each Client
In January, we released a Client Engagement dashboard at the all-client level. Now, those same engagement signals are available inside each individual client, so you can quickly understand whether the relationship is moving forward or stalling.
Here’s what you’ll see at the client level:
Initiative approvals: Track how often the client reviews and approves initiatives. If approvals slow down (or stop), it’s often an early warning sign that priorities have shifted or the client needs a clearer next step.
Total meetings held: See whether you’re maintaining a healthy cadence with the client over time. Consistent meetings typically correlate with stronger alignment, faster decision-making, and smoother QBRs.
Goal attainment: Measure progress toward agreed goals so you can show what’s being achieved, what’s at risk, and what you recommend next.
Getting started
There is no setup required to use the Client Engagement dashboard. Check it out now in the Analytics on any Lifecycle Manager X client.
If you’re already using SimpleSAT and Lifecycle Manager, you can enable the integration from the Integrations page in Lifecycle Manager and be up and running in minutes.
Ignition 2026 was ScalePad’s future-focused virtual gathering built around this year’s theme: Success Unlocked and the idea that MSPs who stay ahead of changing compliance demands, rising customer expectations, and practical automation will be the ones that win in 2026 and beyond.
If you couldn’t join live (or want the highlights without rewatching every session), here are the key product announcements we shared.
Customer Success
See what was announced under our Customer Success portfolio, containing Lifecycle Manager and Quoter:
Deliverables that cut QBR prep time and boost client action
Launching today in Lifecycle Manager X, the updated Deliverables module gives you a consistent, client-ready presentation layer for QBRs, reports, and Customer Success conversations, so you spend less time assembling slides and more time driving outcomes.
Deliverables Presentation View
What’s new in Deliverables:
Build richer QBRs with more report choices than ever before: You can now add more configurable sections from Lifecycle Manager. Drag in goals, budgets, assessments, and roadmaps; each section has controls like status, priority, and time range to tailor what appears.
Give clients a modern, guided experience: Publish beautiful Deliverables that feel like a modern, easy-to-navigate web experience. Clear tabs across the top organize your story, with each tab highlighting key outcomes. This guides clients from where they are today to where they’re going together.
Share and present in a few clicks: Send a password-protected link ahead of the meeting, present live in a white-labelled mode, or export to PDF for stakeholders who prefer attachments.
Deliverables integrations (launching now, expanding through 2026)
One of the biggest QBR pain points is vendor reporting, with every tool producing different formats, branding, and data that don’t connect cleanly to the story you’re trying to tell.
Deliverables integrations solve that by making vendor data plug-and-play inside your client narrative, launching with Cork, IT Glue, and Huntress, with broader vendor support rolling out throughout 2026. If you want a specific integration for your QBR reports, request it here.
All Client Analytics
You already have client-level visibility. But at Ignition, we announced All Client Analytics in Lifecycle Manager X. This global-view dashboard helps you understand what’s happening across your entire book of business.
Client Engagement Dashboard for All Clients
Global Analytics spans three areas:
Service Quality: Analyze ticket trends to identify workload pressure, under-servicing risk, and areas with the greatest delivery strain.
Client Experience: Spot experience outliers, understand customer satisfaction trends, and prioritize where attention is needed.
Client Engagement: See engagement activity across clients to identify signals such as meeting frequency, time spent, and whether recommendations are being approved.
And it’s all building toward what’s coming later in 2026: a true Client Health Index, where Service Quality, Engagement and Experience become clear pillars that show which clients are healthy, which aren’t, and why.
Quote Linking in LM
Platform unification is a major theme for 2026, and we announced a big step forward with the new workflow between Quoter and Lifecycle Manager.
With quote linking available today, you can connect a quote in Quoter to the specific Initiative it supports in Lifecycle Manager. This creates a more consistent workflow for teams that want planning, proposals, and outcomes to stay aligned.
You can select the correct Initiative when preparing a quote in Quoter.
You can open the related Initiative in Lifecycle Manager directly from Quoter.
You can view whether a quote exists for an Initiative and its status from within Lifecycle Manager.
This launch is also an early example of the platform direction we shared for 2026, where cross-product workflows become more connected, and data entry happens once. Quote linking reduces copy-and-paste work and helps account teams stay coordinated from planning through execution.
Next, we are working toward the ability to create and link quotes directly from Lifecycle Manager Initiatives, so the workflow becomes even more seamless for account teams and vCIOs.
Risk
ControlMap AI
Compliance requirements are accelerating globally, and what used to apply only to the enterprise is now landing squarely in the mid-market. MSPs are at the center of that shift, and ControlMap is doubling down on automating, contextualizing, and scaling compliance as you help more of your clients get certified.
At Ignition, we highlighted the next leap: ControlMap AI. It’s our roadmap toward agentic compliance.
Coming this quarter, you’ll get access to a Security Questionnaire Agent that helps draft and refine responses to security questionnaires.
AI is only as good as the data behind it, and ControlMap already contains the structured context that makes AI useful: frameworks, assessments, risks, policies, assets, vendors, evidence, and how they connect.
Backup Plans
Backups are the lifeline; missing one is not an option. But MSPs manage hundreds (or thousands) of backup jobs across multiple tools. Historically, this means spreadsheets, noisy email alerts, and too much time spent validating what worked.
That’s why we announced Backup Plans in Backup Radar. Backup Plans is a significant enhancement designed to help MSPs define “success” for each client —and prove it.
With Backup Plans, you can:
Set SLAs per backup: Define what “successful” actually means for that client/workload.
Set RPOs for backups: Align with risk tolerance and business impact.
Produce stronger, compliance-ready reporting that clearly communicates risk and readiness.
Monitor in real time without drowning in noise or false positives.
We also gave a sneak peek at what’s ahead: tighter alignment between backup performance and compliance outcomes — so SLA/RPO performance can map cleanly into reporting and readiness conversations.
We’re continuing a phased rollout of Backup Plans for all Backup Radar users. If you’d like access sooner, please contact your ScalePad account manager.
ScalePad API
At Ignition, we introduced the ScalePad API as the foundation for a more open, automation-ready platform, built on the same normalized and enriched client data that powers ScalePad products.
Instead of forcing you to stitch together dozens of vendor APIs and reconcile mismatched data models, the ScalePad API gives you a single, consistent way to work with client information and then take action across products.
The API is purposely split into two layers:
The Core ScalePad API is your gateway into the shared ScalePad “system of record” for client data. It exposes common objects like clients and contracts in a consistent model that stays the same no matter which upstream tools you connect. This is the API you use when you want reliable client context that can power cross-product workflows and external systems without re-mapping everything for each tool.
Product-specific APIs go deeper into what each product can do. These APIs are where you access specialized actions and objects that only exist inside a given product, such as Lifecycle Manager X, ControlMap, or Quoter. Product APIs are designed to mirror real workflows you would normally perform in the UI, so you can automate the same operations programmatically while still benefiting from the shared client model underneath.
In practice, the split looks like this. You use the Core API to identify the right client and retrieve clean, standardized client context. Then, use a product API to execute a product-specific workflow for that client.
And if you have a feature request, please submit a product idea in our community. Partner feedback continues to shape what we build next.
QBRs and strategic reviews should be the moment you elevate the conversation. They are your opportunity to align on goals, show progress, and agree on what comes next.
In reality, QBR prep is still painfully manual for many MSPs. Teams export reports from their PSA, pull screenshots from vendor portals, copy charts from multiple tools, and then spend too many hours turning it all into something a client can follow. The result is often either an overstuffed technical report or a rushed deck that turns a strategic meeting into a status update.
We rebuilt Deliverables in Lifecycle Manager X to change that. Deliverables is now the fastest, most consistent way to create polished, client-ready QBR presentations and reports.
What’s new in Deliverables
Deliverables helps you tell a clear story with the data you already have. It’s not just a nicer report. It’s a modern presentation layer that makes it easier to scale the way you run QBRs across your book of business.
Here are the biggest updates:
A modern, web-based presentation experience. Deliverables is built for live conversations. The experience is clean, client-friendly, and easy to navigate, so the meeting feels guided rather than overwhelming. When you present, the focus stays on outcomes and decisions instead of on tool interfaces and slide formatting.
Flexible sharing that matches how clients consume information. Different stakeholders want different formats, and you shouldn’t have to rebuild your QBR to accommodate that. Deliverables gives you options that cover the common scenarios, including a password-protected link, a white-labeled presentation mode, and a PDF export.
Richer reports that bring your story together. Deliverables now supports more report choices and more strategic building blocks. You can pull in content like goals, budgets, assessments, and roadmaps to create a narrative that connects the client’s current state to your recommendations.
Pre-built reports from your favourite MSP tools
One of the biggest time drains in QBR prep is collecting supporting evidence from vendor portals and stitching it into a deck. Deliverables has native reports for your favourite MSP tools, reducing that chaos by bringing key insights into one cohesive, on-brand story.
At launch, Deliverables includes default report pages for Cork, IT Glue, and Huntress.
Cork is a cybersecurity risk and compliance platform that combines risk analytics with a cyber warranty to give MSPs both visibility and financial assurance.
In Deliverables, the Cork report provides a snapshot summarizing total security and compliance events, plus what is at risk versus resolved. Surfacing Cork insights in the deliverables section of Lifecycle Manager helps MSPs showcase insights into the threats detected by the MSP — and show where the client stands from a security posture perspective.
Huntress is an endpoint detection and response platform built for MSPs that helps monitor, investigate, and respond to threats across managed endpoints.
In Deliverables, the Huntress report provides a summary of security activity and outcomes, including events analyzed, signals investigated, incidents reported and resolved, and incident severity breakdowns. This report provides MSPs with a clear way to communicate their cybersecurity posture and operational hygiene during a client-facing QBR.
IT Glue is a documentation platform used by MSPs to organize and manage core client information like assets, passwords, and system records in one place.
The IT Glue Deliverables report highlights documentation coverage and status across key areas like assets, passwords, SSL certificates, flexible assets, site devices, and domains. It clearly shows what is current, expiring soon, or expired, making it easy to communicate documentation health and prioritize cleanup work.
These pages are available out of the box, so you can standardize how vendor reporting shows up in your QBR narrative without extra setup.
Spend less time building QBRs and more time driving outcomes
Deliverables reduces the time you spend formatting and assembling content, which means you can spend more time developing a strategic point of view. It also helps you standardize the structure of your QBRs across clients, so every meeting follows a consistent, high-quality storyline — even when different people on your team are presenting.
Most importantly, it helps shift the meeting itself. When the story is clear and the presentation is easier to follow, QBRs are more likely to lead to decisions on priorities, budgets, and the roadmap instead of getting stuck in a reactive review of charts.
What’s next
We are continuing to expand Deliverables to bring more of the reporting MSPs rely on into a single, client-ready experience.
You can expect more customization options in Deliverables so you can tailor templates, sections, and the client experience to match how your team runs QBRs. We are also continuing to expand integrations so more of the reporting you rely on, especially across security, backup, and compliance, can live in one cohesive, client-ready narrative.
If there’s an integration you want to see, request it here and vote on the ones that matter most to you so we can prioritize what we build next.
Get started
Deliverables is available in Lifecycle Manager X. If you want QBRs to feel less like slide production and more like strategy, this is the place to start.
We’ve launched a new integration with Liongard that makes it easier than ever to keep your asset lists accurate and actionable in Lifecycle Manager, especially for managed Chromebooks. In just a few minutes, you can connect Liongard and start syncing devices automatically, no spreadsheets or manual imports required.
What you get with the Liongard integration
When you connect Liongard to Lifecycle Manager, you can:
Automatically sync Liongard-managed devices into Lifecycle Manager Devices discovered and monitored in Liongard flow into Lifecycle Manager as hardware assets, so you get a single source of truth across your stack.
Finally, bring managed Chromebooks into your lifecycle strategy One of the biggest wins with this integration is the ability to manage Chromebooks. Liongard discovers and tracks them, and Lifecycle Manager now ingests that data so you can include Chromebooks in the same refresh, budgeting, and QBR workflows as the rest of your fleet.
Enrich assets with lifecycle and warranty insights Once devices are in Lifecycle Manager, they’re automatically enriched with purchase and warranty context. That means better visibility into what’s aging out, what’s out of warranty, and what needs to be budgeted for next.
Speed up QBRs and client reporting With accurate, normalized device data coming from Liongard and lifecycle intelligence from Lifecycle Manager, you can build cleaner reports and QBR decks without chasing CSVs or reconciling multiple tools.
Data we collect from Liongard
The integration brings in key hardware details from Liongard so assets in Lifecycle Manager are both complete and actionable.
That includes core identifiers (like device name and serial), platform details (like OS and device type), usage and status indicators (such as last seen online or last login user), and lifecycle dates (like purchase and warranty expiry).
Why did Lifecycle Manager integrate with Liongard?
Liongard has become a key piece of the stack for many MSPs and IT service providers, thanks to its ability to continuously discover systems and surface rich configuration data across cloud, network, and on-prem environments. At the same time, Lifecycle Manager is where partners plan hardware refreshes, manage warranties, and prepare QBRs.
By combining Liongard’s deep visibility with Lifecycle Manager’s lifecycle and warranty intelligence, we:
Remove manual effort and duplicate data entry
Unlock lifecycle planning and budgeting for device types (like Chromebooks) that historically fell through the cracks.
Open avenues for deeper integrations within your preferred MSP tool stack.
Getting started
If you’re already using Liongard and Lifecycle Manager, you can enable the integration from the Integrations page in Lifecycle Manager and be up and running in minutes.
Need detailed setup steps? See the help article: Integrating with Liongard --> help.lifecyclemanager.com
Not a Lifecycle Manager customer yet? Book a demo to see how the Liongard integration helps you bring every managed device into a single, lifecycle-ready view.
Bring your existing assessment templates from Lifecycle Insights (LCI) into Lifecycle Manager X (LMX) in a few clicks. Our new in-app migration tool securely moves LCI assessment templates into LMX so you can standardize client conversations faster.
What can you migrate today?
Assessment template title (with migration date)
Assessment questions and selectable responses
Response weights for scoring
Save time by reusing trusted assessments and preserving their structure and scoring so you can adopt LMX faster with no rework.
How it works
Open the migration tool in LCI: In Account Settings (LCI), start a new assessment template migration. You must be both an LCI admin and an LMX admin, using the same email address, to link your accounts.
Pick what to move and who gets notified: Select one or more templates with status Ready, then choose the notification email to receive completion updates.
Let it run (asynchronously): The migration runs in the background. Check statuses at a glance.
Review in LMX: In Lifecycle Manager, go to Assessment Settings, then Custom Templates, look for items labelled “Migrated from LCI – [date]”. Open any template to confirm questions, responses, and weights have carried over.
Additional migration coverage for Assessment Events is planned for next month. Stay tuned!
Have feedback or need help? Reach out to Support include the template name and the migration status you’re seeing, and we’ll jump on it.
We’re excited to share three updates that make it easier than ever to prepare, deliver, and personalize client conversations in Lifecycle Manager X. These enhancements are designed to help you showcase value, stay aligned with clients, and bring your proven processes into the platform.
Add Custom PDFs to Deliverables
Partners can now create truly comprehensive and branded deliverables that reflect all the insights and resources they want to share with clients.
With this update, you can enhance your deliverables by including custom documents and reports alongside your LMX-generated content:
Add branded cover pages to templates.
Insert executive summaries or third-party reports as pages of individual reports.
Apply your logo to maintain visual consistency throughout.
Many partners told us they missed this from Lifecycle Insights. We listened. This update provides you with more flexibility, enabling you to prepare for client meetings without any friction.
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Import Assessment Templates
Partners can now quickly bring their existing assessments into LMX and start using them without rework.
Upload JSON templates directly into Lifecycle Manager. Review and edit them in the familiar LMX Assessment UI.
Convert assessments from your Excel tracker, Lifecycle Insights or other assessment tools and convert them into a Lifecycle Manager-supported format in minutes.
Bonus: You can even use the GPT to get started on creating new assessment templates.
This makes it easy to migrate from another platform or standardize internal assessments within Lifecycle Manager.
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Link Initiatives Directly to Meetings
Your account team can now seamlessly connect initiatives to client meetings, documenting the meeting's focus.
You can link Initiatives directly to the Meetings where you plan to review them:
Connect one or multiple Initiatives to a single meeting.
Reuse Initiatives across multiple meetings for ongoing discussions.
Keep meetings structured with a clear agenda tied to client outcomes.
This ensures that every client conversation is focused, transparent, and aligned with progress toward initiatives.
Available Now! These features are live today. Log in to your LMX account and try them out!
Now Available in Beta
We’re excited to announce the beta launch of the ScalePad Core API: a new way for ScalePad Partners to access, share, and act on their data directly within their own workflows and tools.
The Core API is designed to give you greater flexibility with the data you already manage in ScalePad. Whether you’re building custom dashboards or reporting, connecting to internal systems, or automating client workflows, the Core API gives you the power to make it happen.
What you can do today
During beta, Partners will be able to:
Retrieve asset data, including warranty details. We’ve come a long way since Warranty Master but we remember our roots!
Connect ScalePad data with client records in your existing tools. Data like:
Clients
Contacts
Contracts
Hardware Assets
Members
SaaS
Tickets
Opportunities
And of course, active hardware lifecycle records from Lifecycle Manager
Filter, sort, and paginate data for flexible queries
Because this is a beta, you will see some limitations. The beta API is read-only, but more functionality is planned for the full API release, including scoping and read-write capabilities. Additional endpoints will be added to the documentation as we move forward towards a full release; check back frequently, as you’ll see more and more added.
This beta is just the beginning for API connectivity with ScalePad. We’re working on expanding endpoint coverage, and enabling scoping and read-write functionality as mentioned above. Your feedback will help us shape the roadmap, so we’d love to hear what you build and what you’d like to see next.
Please join us on our Community site; we’ve set up an API discussion area for ScalePad Partners to share what they’re building and to pick up tips and best practices from others. Leave us a comment and tell us what you think.
The MSP industry has come a long way from the early days of break-fix. What started as a reactive, service-driven model has evolved into a more proactive and strategic discipline. As complexity has increased, so have client expectations, and we at Lifecycle Manager have evolved right alongside the industry, helping MSPs automate asset lifecycle management, simplify reporting, and keep client conversations clear and productive.
Now, the industry is on the edge of another major shift.
Clients want more than reliable IT; they want strategic guidance. They expect their MSP to be a partner in business growth. They want outcomes.
We're at the beginning of the Customer Success Era.
That's why we're introducing Lifecycle Manager X: the first all-in-one Customer Success Platform, builtto help MSPs lead this next chapter with clarity, confidence, and credibility.
With Lifecycle Manager X, you can:
Know Every Client Inside and Out: Now you've got client hardware, software, goals, and roadmap data centralized in one place.
Build Roadmaps That Drive Clients Forward:Budgets, timelines, and business goals all connect here.
Turn Every QBR Into a Strategic Moment: We're helping you bring business-tailored, client-friendly insights to the conversation.
Deliver Exceptional Client Experiences at Scale: Use shared templates and repeatable workflows so every client gets the same great experience, no matter who’s running the meeting.
See the Risks Before They Become Regrets: From aging assets to expiring warranties, we surface the risks early so there's no surprises.
ClientIQ
ClientIQ gives you an AI-powered summary of client backstory, pulled from meeting notes, tickets, and public data, to help your team walk into meetings informed and aligned.
At-a-glance client insights
Ticket and meeting trends
Suggested questions and meeting prompts
Assessments
Turn IT reviews into strategic conversations. Use configurable assessments to evaluate risk, score environments, and spotlight areas for improvement. Show progress (and your value) over time.
Build custom or use preloaded templates
Score across key categories
Compare results over time
Goals
Connect strategy to impact. Easily document your client’s business objectives and tie them directly to your initiatives. Now, every recommendation has context (and buy-in).
Track goals by client
Set deadlines and status
Link initiatives to outcomes
Deliverables
Custom reports, without the spreadsheet gymnastics. Lifecycle Manager X includes a flexible report builder that lets you create visual, client-friendly documents in minutes.
Drag-and-drop blocks
Pre-built templates
Red-amber-green insights
Meetings
Your new strategic command center! Whether it’s a QBR, onboarding session, or quick sync, Meetings helps you (and your entire team) organize and execute with ease.
Agenda templates
Shared notes and action items
Meeting history across all clients
Budgets
Get real about client spending (without making it awkward). Automatically forecast IT spend across hardware replacements, initiatives, vendor contracts, and renewals. Give your clients clarity today and awareness for tomorrow.
Auto-generated from contracts, asset refresh cycles and recommendations
Visual budget tables and graphs
3-year forecasting
Want a closer look? Chat with one of our experts to see how Lifecycle Manager X fits into your workflow.
Windows 11 is coming fast, so is your plan to handle it. We're excited to launch Windows 11 Insight in Lifecycle Manager, a new feature that gives you a clear view of which devices are eligible for upgrade and which ones are headed for retirement.
Instant Compatibility Checks
The Windows 11 Insights add several new flags to your client overview dashboard — giving you clear, actionable data on upgrade readiness across your entire fleet.
Here are the insights you will see on your dashboard:
Windows 11 Compatible: Shows all devices that appear ready for Windows 11 but haven’t yet been updated. We check for a compatible processor, 8GB+ RAM, 64GB+ storage, and a manufacture date of 2018 or later (our stand-in for TPM 2.0).
⚠️ We estimate about 80% confidence in this prediction — some manual verification may still be needed.
Processor Not Compatible: This one’s critical. If a device has a processor that’s not on Microsoft’s compatibility list, it’s a hard stop — the device must be replaced.
Storage Not Compatible: If a device doesn’t meet the 64GB storage minimum, it gets flagged here. Good news: this is fixable. Freeing up space or upgrading the drive can save the device.
Memory Not Compatible: Devices with less than 8GB RAM will appear here. Again, no need to panic — RAM can be upgraded, so replacement isn’t always necessary.
Age Not Compatible: Devices older than 2018 are flagged here, not because of age itself, but because they’re less likely to support TPM 2.0, which is required for Windows 11. Some exceptions exist, so you may want to manually confirm.
No more cross-referencing RMM exports or running scripts. Everything is now surfaced directly inside Lifecycle Manager.
New Filter in the Hardware Console
We’ve also added a new processor compatibility filter to the hardware console to make sorting devices even easier.
This works alongside a collection of new insights that automatically evaluate whether your clients’ devices are eligible for the Windows 11 update — no more toggling between RMM exports or manually checking system specs.
Whether you're building a client report or getting a jump on QBR prep, these filters are designed to save time, reduce friction, and make you look like a hero.
Built with Community Feedback
This insight came straight from our community (thanks for the upvotes and real-world feedback 🙌). You asked, we built.
Don’t Wait for the Deadline
With Microsoft's Windows 11 deadline approaching and hardware supply chains tightening, this feature helps you act now — not later.
