What made you start Nilear?
I started Nilear in 2011 with the ConnectActive module. At the time, I was working at an MSP that was trying to streamline operations, and there simply wasn’t anything on the market that did what we needed it to do. So, I built it in-house and that became the foundation of Nilear.
What is one thing you believed in year one that you now know to be false?
Early on, I created Score My Team Scorecards as a purely quantitative bonus system for our own MSP team. I never imagined they would be applicable beyond our organization or for more than just bonuses. Over time, it became clear that this was a challenge shared by many MSPs, not just ours.
What was the biggest pivot you’ve made with Nilear, and what did you learn?
My Tickets Experience (MTX) was our biggest pivot. Before that all the tools were automate/reporting tools. MTX introduced a live, interactive ticketing tool that was very different than what we had been doing. Through that process, I learned just how many different ways MSPs approach ticket management (and has resulted in all the feature add-ons over the years).
How do you vision your industry changing in the next 5 years?
More AI. We’re already seeing it proliferate the industry; it’s not going anywhere. This year we started rolling out AI tools in MTX ranging from email and note polishing to splitting tickets and creating goals. While the industry evolves, our core values won’t. We’re staying relentlessly focused on solving inefficiencies for our customers.
What do the next 15 years look like for Nilear?
Over the next 15 years, I see Nilear scaling in a way that’s sustainable and disciplined. Whether that’s expanding into new markets, strengthening our offerings, or continuing to build the infrastructure needed to support long-term growth. Ultimately, success for us means creating long-term value for the people and businesses we serve.