How to Manage Knowledge in MSPs: An Interview with Director of Services

In the ever-evolving managed services landscape, efficient knowledge management can make or break a team’s ability to scale and serve clients effectively. I, as a Customer Success manager of Perfect Wiki, am very interested in different ways our customers apply Perfect Wiki to various spheres of business.

To dive deeper into this topic, I sat down with Chris Wenzel - Visionary 360 Director of Services and former MSP. Chris was very open in discussing their use case and the details of their experience with Perfect Wiki, previous knowledge management processes and business results. I was very grateful for that opportunity, as could get very helpful insights into the topic: how can Perfect Wiki be used in tech consulting? What we have to offer to MSP teams? 

Visionary 360 is a consulting firm dedicated to helping Managed Services Providers (MSPs) optimize their business processes. Their journey with Perfect Wiki sheds light on how teams in the field can overcome common challenges in documentation and knowledge sharing.

The post is presented in a form of an interview with the interviewee’s answers in italics and comments of the author in standard font.

Can you tell us a bit about your team and the services you provide as an MSP consultant?

‘At Visionary 360, we help MSPs improve their business processes, with a strong focus on implementing or reimplementing software according to “Leading Practices.” Our work emphasizes financial insights and reporting, enabling MSPs to run more efficiently and profitably.’

What role does Microsoft Teams play in your daily operations?

‘Our team is entirely virtual, spread across the United States, while serving clients worldwide. Microsoft Teams is our central communication hub for internal collaboration.’

So, it seemed obvious to search for a tool that would live right in their workspace to avoid extra tabs, sites and links.

What made you start looking for a knowledge base solution like Perfect Wiki?

'As companies grow, documentation becomes critical for efficiency and consistency. We rely heavily on SOPs to ensure every consultant delivers the same “Leading Practices”

While Teams chats are great for quick answers, finding those answers later is painful. Perfect Wiki allowed us to capture those Q&As in near real-time, turning them into a living knowledge base. Every consultant is empowered to create and contribute, while we safeguard our SOPs by locking them for integrity. In this way, Perfect Wiki became both our wiki and our document management system.'

Do other MSP teams face similar knowledge management challenges?

As our interviewee is a former MSP we decided to ask about the problems that similar companies face in their daily workflow.

'Absolutely. Our c-suite is made up of former MSP owners, and our consultants have firsthand experience in this industry. Documentation has always been a struggle for MSPs.

There are IT documentation tools in the market, but Perfect Wiki stands out for reasons such as:

• Affordability
• No long-term contracts
• Rapid feature releases
• Faster collaboration
• Ease of access

For MSPs specifically, future integrations with PSA tools like ConnectWise, Autotask, and HaloPSA would make Perfect Wiki even more powerful by linking documentation directly to client records.'

We at perfect Wiki, in our turn, will be glad to work in this direction to make the tool a great fit for the teams in this field.

What was your knowledge management process before Perfect Wiki?

‘We relied on Word and PDF documents that were converted into HTML pages and hosted on an internal server. It was overly complex and time-consuming to maintain.’

An important point was to learn what the company lacked in their previous solution to identify points of growth and how Perfect Wiki could solve the issues MSP and consultancy teams have.

How did you discover Perfect Wiki?

‘Through the Microsoft Teams App Store—we searched for “Wiki,” read reviews, and started a trial in a test environment.’

After the team faced the problem of knowledge management - they started their own research, looking for a tool that could integrate in their system natively and at the same time - work properly with their internal documentation. And they found Perfect Wiki right in their workspace - Microsoft Teams App Store.

Did you consider other tools before settling on Perfect Wiki?

‘Yes, but Perfect Wiki’s simplicity and positive reviews won us over.’

Of course, nowadays the market of wiki and knowledge management apps is abundant. And the answer just confirms that we're working in the right direction when we try to make Perfect Wiki as easy as possible, because tedious set-ups, coding and configuring things is not what we want our customers to be busy doing. We offer a simple solution that is ready for you to start working. We want to save time and optimize your business processes, not add more tasks to your to-do list.

How does your team use Perfect Wiki today?

'We’ve integrated Perfect Wiki across multiple areas:

• Consulting Session Guides (entire team contributes)
• Knowledge base articles (including migrating useful Teams chats into KBs)
• SOPs for each department (limited editors for integrity)
• Company-wide information
• Static HR documentation

The shift was seamless -its intuitive design made onboarding easy and quick compared to working in Word.'

We were very glad to see that Perfect Wiki became a fit for multiple processes and workflows the team has. And moreover, Perfect Wiki was able to facilitate those processes.

Another important note is that the shift was easy. And that is exactly what we are trying to achieve at Perfect Wiki, more efficient, easier knowledge management process.

Which features matter most to your team?

To sum up our dialogue about Perfect Wiki use case, we decided to discuss some measurable business results Visionary 360 were able to achieve after adopting Perfect Wiki.

'Search and speed are essential. We also value the ability to draft and publish instantly.

One challenge is ensuring consistent formatting - right now, there’s no way to enforce template use across all documents.'

These are incredible results, as the company was able to shift to a new solution, onboard users and transfer all their work processes to a platform native to their work environment in a short time span. And real improvements show that Perfect Wiki makes your documentation work for you effortlessly.

How has Perfect Wiki changed your knowledge management compared to before?

Our next step was to discuss the improvement Perfect Wiki brought to Visionary 360 knowledge management processes. And it turned out that the app was able to facilitate and boost the workflows of the team drastically.

'Creating documentation is now fast and frictionless. Previously, publishing content meant creating in Word, converting to HTML, and uploading to a web server - a slow and painful process.

Now, our knowledge base is live and evolving in real time. This has sparked genuine team engagement - consultants are excited to contribute and maintain content.'

So, we can conclude that having a single source of truth where the team can share, store and create knowledge can tremendously improve the workflow. Adding proper search and AI functionalities to that can turn your company's document into an interactive platform that is easy and efficient to work with.

Can you give an example of how Perfect Wiki improved efficiency?

‘Since adopting Perfect Wiki, our consultants reference documentation far more often, which improves consistency, accuracy, and efficiency in service delivery.’

Would you recommend Perfect Wiki to other MSP teams?

‘Yes - especially smaller MSPs without an existing documentation platform. Perfect Wiki works well for knowledge bases, runbooks, and SOPs’.

As a former MSP and a current business consultant, our interviewee is very well aware of the situation that similar companies in the filed have. And we were very glad to hear that according to professional's point of view Perfect Wiki could be a great recommendation to companies with similar use cases.

What improvements would make Perfect Wiki even more valuable for MSPs?

We of course didn't want to miss a chance to get insights about new markets and areas for growth from our current customer with such an interesting use case.

‘Integration with PSA platforms is the biggest opportunity—especially with HaloPSA, Autotask, and ConnectWise. This would allow MSPs to tie documentation directly to client records, which is essential for scaling knowledge management in a client-focused business.’

And we are really interested in developing our tool in this direction.

Final Thoughts

For MSPs and consulting teams, documentation has always been both essential and challenging. Processes, best practices, and answers to recurring questions live in too many different places - Word files, PDFs, internal web servers, or even buried inside endless Teams chats. The result? Lost time, inconsistent service delivery, and frustrated teams who can’t easily find the information they need.

This is exactly where Perfect Wiki makes a difference. By living directly inside Microsoft Teams, it transforms the way MSPs capture, organize, and access knowledge. Instead of struggling with outdated systems or disconnected files, teams gain:

• A central knowledge hub where SOPs, guides, and KB articles are always up to date.
• Real-time collaboration that turns quick chats into lasting resources.
• Faster onboarding and consistent service delivery, as consultants have one reliable source of truth.
• Simplicity and speed, reducing the friction of documentation so that consultants actually want to contribute.

Perfect Wiki has transformed how Visionary 360 manages knowledge - turning scattered chats and static documents into a dynamic, collaborative, and easily accessible resource. For MSP teams striving for consistency and efficiency, it’s a practical, affordable solution that scales with growth.
 

if you want more first hand experience for references - you can contact us at hello@perfectwiki.com or our interviewee via LinkedIn https://www.linkedin.com/in/chris-wenzel/ 

👉 Ready to make knowledge management faster, easier, and more collaborative? Try out Perfect Wiki today and empower your MSP team to work smarter.