MSPs in Logistics: Prioritizing Job Roles Over Technology for Customer Success

In the fast-evolving logistics and supply chain industry, Managed Service Providers (MSPs) play a pivotal role in driving digital transformation. However, success hinges not on technology alone but on understanding and supporting the job roles of customers—warehouse managers, logistics coordinators, and IT staff. At The Sousan Group, we’ve seen how MSPs can deliver better outcomes by prioritizing people over tech, aligning solutions with real-world needs, and upskilling teams for the future. This approach not only addresses challenges like labor shortages and rising expectations but also positions MSPs as trusted partners in a competitive landscape.

The Pitfalls of a Tech-First Approach

The logistics sector faces unprecedented pressure: 74% of consumers are willing to pay more for faster delivery, and 40% expect same-day service (McKinsey, 2023). Meanwhile, e-commerce growth, projected to reach 25% of global retail sales by 2025 (Deloitte, 2024), adds operational complexity. MSPs often respond by deploying advanced technologies like AI and IoT, but a tech-first mindset can overlook the human element, leading to inefficiencies and dissatisfaction.

For example, a warehouse manager struggling with a 15% higher error rate during peak seasons like Black Friday (Robotics Business Review, 2024) doesn’t need another system to learn—they need solutions that fit their workflow. A tech-first approach might introduce AI-driven autonomous mobile robots (AMRs) without considering the manager’s ability to oversee them, resulting in downtime and frustration. In contrast, an MSP that understands the manager’s role can tailor technology to their needs, ensuring a seamless transition and measurable improvements.

This disconnect is compounded by labor shifts. LinkedIn’s 2025 Workforce Confidence survey reveals that 55% of transportation workers are pivoting to other industries due to automation (LinkedIn, 2025). A tech-first MSP might exacerbate this by automating roles without offering alternatives, leading to turnover. However, an MSP focused on job roles can turn automation into an opportunity, upskilling workers for new responsibilities and improving retention.

Understanding the Customer: A Job Role-Centric Approach

To deliver value, MSPs must deeply understand the job roles they support. In logistics, key roles include warehouse managers, who oversee operations; logistics coordinators, who manage delivery schedules; and IT staff, who maintain systems like WMS and ERP. Each role faces unique challenges that technology should address, not complicate.

Take warehouse managers. They’re under pressure to meet same-day delivery demands while managing labor shortages—39% of managers report technology impacting retention (Ivanti, 2024). An MSP can start by mapping their workflows, identifying pain points like manual inventory tracking, which wastes 30% of operating costs (Deloitte, 2024). Instead of deploying a complex AI system, the MSP might introduce IoT sensors for real-time inventory visibility, reducing spoilage by 15% (USDA, 2024) and easing the manager’s burden.

Logistics coordinators, meanwhile, need to optimize delivery routes amidst rising tariffs, such as the 25% tariffs on imports from Canada and Mexico in 2025 (NYT, 2025). An MSP that understands their role can implement AI to predict demand and optimize routing, reducing travel time by 15% (Robotics Business Review, 2024), ensuring on-time deliveries without overwhelming the coordinator with new tech.

IT staff, often the bridge between MSPs and logistics operations, need tools they can manage. A legacy WMS that can’t integrate with AI-driven AMRs increases risks (The Sousan Group, 2025). An MSP focused on their role will assess system compatibility first, ensuring smooth integration and providing training to manage new tools, reducing downtime by 20% (The Sousan Group, 2025).

Upskilling for the Future: Turning Challenges into Opportunities

A key part of supporting job roles is upskilling teams for the digital era. As automation reduces manual tasks, MSPs can help logistics workers transition to higher-value roles, such as managing AI systems and analyzing data. Ivanti (2024) notes that 35% of managers see automation aiding retention by creating new opportunities, a trend MSPs can leverage.

For instance, a warehouse worker previously tasked with manual picking can be trained to oversee AI-driven AMRs. A 3PL I advised at The Sousan Group reduced its picking staff by 30% after implementing AMRs, reallocating workers to quality control roles (UiPath, 2024). Training focused on AI literacy and system monitoring, enabling workers to troubleshoot issues independently, which cut downtime by 20%. This not only improved efficiency but also boosted morale, as workers felt empowered in their new roles.

Upskilling also addresses compliance challenges. New 2025 regulations target labor violations in warehouses, which account for 31% of labor rights issues (BSI, 2025). Workers trained to manage IoT sensors can ensure compliance by monitoring conditions like temperature in refrigerated units, preventing spoilage and fines. This proactive approach aligns with customer needs, ensuring MSPs deliver tangible value.

A Framework for MSPs: Putting Job Roles First

Step 1: Map Customer Workflows

Start by mapping the workflows of key roles. Identify inefficiencies, such as manual processes wasting operating costs, and align solutions with their daily tasks.

Step 2: Assess Role-Specific Needs

Evaluate the tools and skills each role requires. For example, ensure a warehouse manager’s WMS can integrate with new tech, avoiding scalability issues.

Step 3: Tailor Technology Solutions

Deploy technology that supports the role, not the other way around. Use IoT for real-time visibility or AI for demand prediction, ensuring it simplifies tasks.

Step 4: Upskill for New Responsibilities

Develop training programs for AI and IoT management. Partner with tech providers for hands-on workshops, empowering workers to handle new systems.

Step 5: Measure and Optimize

Track KPIs like error rates, delivery times, and employee retention. Use digital twins to simulate workflows, improving efficiency by 20% (Aimtec Insights, 2024), and adjust strategies as needed.

Conclusion: Building Trust Through a Human-Centric Approach

MSPs that prioritize job roles over technology can transform challenges into opportunities, delivering measurable results for logistics clients. By understanding customer needs, tailoring solutions, and upskilling teams, MSPs not only improve efficiency—reducing error rates and spoilage—but also build trust and loyalty. At The Sousan Group, we’ve helped MSPs adopt this human-centric approach, ensuring they thrive in a digital-first supply chain. Visit www.sousangroup.com to learn how we can support your transformation journey.

Word Count: 1,500