What happens when a long-time MSP owner finally admits he can’t keep being the only salesperson—and decides to build a truly accountable, automation-ready organization? In this episode, Josh Peterson talks with Charles Swihart, Founder & CEO of Preactive IT Solutions, about implementing EOS, scaling sales beyond the owner, and preparing for the next wave of AI and automation in the MSP world.

Charles has been leading Preactive IT Solutions, a Houston-based MSP specializing in construction and engineering firms, since 2003. Under his leadership, the company has grown through disciplined financials, strong account management, and a relentless focus on KPIs and standards. 

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• Why 80% of self-implementing EOS attempts fail—and why Charles hired a coach

• How EOS “future casting” forced him to replace himself in the sales seat

• Lessons from an early failed sales hire and what he changed about the process

• Building a KPI culture: response time, resolution time, and time entry on tickets

• Setting 80–90% time-on-ticket targets for help desk and project teams

• Using AI tools for ticket triage and internal efficiency—what’s working today

• Why RPA / automation vendors often over-promise and under-deliver

• Planning an internal automation pod focused on business process improvement

• The role of account management and QBRs in driving project and security revenue

• Age, exits, and why many MSPs sell too early instead of adapting to the next wave

Plus: How to talk to clients about AI and automation in terms of business outcomes—not just cheaper IT.

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Guest: Charles Swihart – Founder & CEO, Preactive IT Solutions

Guest LinkedIn: https://www.linkedin.com/in/charlesswihart

Company Website: https://www.preactiveit.com

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Host: Josh Peterson – CEO, Bering McKinley

LinkedIn: https://www.linkedin.com/in/joshdpeterson/

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