How Mingo Diagnosed a Days-Long Driver Issue in Minutes for Praesto

For Matthias Kotik, a seasoned MSP operator and early beta tester, the promise of AI-powered IT management has always been compelling - but rarely delivered. That changed when he started using Mingo. Built around an AI-first architecture powered by OSQuery, Mingo gave Matthias something no other platform had: the ability to diagnose and resolve complex endpoint issues in minutes, not days, while the client was still on the phone.

In one standout example, Matthias used Mingo to resolve a stubborn driver issue that he estimates would have taken him 'probably days' to work through manually. Instead, Mingo surfaced the root cause in five to ten minutes - transforming a potential multi-day investigation into a same-call resolution. That kind of first-call resolution is not just a productivity win; it is a direct improvement to client relationships and MSP reputation.

As Matthias put it simply at the close of the interview: 'I got all this extra time because Mingo.' For MSPs looking to do more with less, reduce callback rates, and impress clients with faster resolutions, Mingo's AI diagnostic capabilities represent a genuine and immediate competitive advantage.

Like most MSP operators, Matthias had spent years navigating a fragmented tool stack - stitching together RMM, PSA, EDR, backup, and other point solutions from different vendors. Legacy platforms promised a 'single pane of glass' but consistently failed to deliver, leaving technicians logging into multiple portals and managing broken integrations. Feature requests submitted in the first week of using a product would sit under consideration for years, and the pace of innovation at established vendors rarely kept up with the demands of modern IT environments.

Beyond the tooling fragmentation, the deeper operational challenge was time. Complex endpoint issues - driver conflicts, system anomalies, performance problems - required technicians to dig deep into machine state manually, a process that could consume hours or even days. This meant clients waited longer for resolutions, callbacks were common, and technician bandwidth was constantly stretched.

For Matthias, the status quo meant that resolving a difficult issue almost always required putting the client on hold, opening multiple tools, and working through the problem over an extended period. The business impact was real: slower resolution times, reduced technician efficiency, and client experiences that fell short of what a modern MSP should be able to deliver.

Mingo stood out to Matthias immediately because of its foundational approach: rather than bolting AI onto an existing platform as an afterthought, Mingo was built around AI from the ground up. Powered by OSQuery, Mingo has deep, real-time visibility into the full state of every managed endpoint - giving its AI diagnostic engine the data it needs to identify root causes quickly and accurately.

As Matthias observed: 'You're the first ones I've seen just dive full in - build it around the AI versus trying to get the AI to plug in.' That architectural decision is what makes Mingo's diagnostic speed possible. When a client calls with an issue, Matthias simply provides the machine name and a description of the problem. Mingo immediately begins running diagnostics autonomously, surfacing insights while Matthias is still on the phone with the client.

This workflow fundamentally changes how technicians operate. Instead of opening multiple tools, running manual queries, and piecing together a picture of what is happening on a device, Mingo does the investigative heavy lifting in real time. The result is a technician who is more informed, faster to resolution, and able to deliver a dramatically better client experience - all without leaving the conversation.

The business impact Matthias experienced with Mingo was immediate and measurable. A driver issue that he estimated would have taken 'probably days' to diagnose manually was resolved in five to ten minutes using Mingo's AI diagnostics. That single example illustrates the scale of time savings Mingo delivers - not incremental efficiency gains, but the difference between a multi-day investigation and a same-call fix.

Perhaps the most significant outcome is first-call resolution. Matthias can now run Mingo diagnostics while the client is still on the phone, eliminating the need for callbacks and follow-up appointments. This transforms the client experience entirely - instead of waiting days for a resolution, clients get answers and fixes in real time, during the initial call. For an MSP, that kind of responsiveness builds trust, strengthens relationships, and differentiates the business in a competitive market.

Mathias summarized the cumulative impact in a single closing statement: 'I got all this extra time because Mingo.' Even while still in beta, Mingo is already delivering the kind of productivity gains that MSPs spend years searching for. For technicians who want to resolve more issues faster, impress clients on every call, and reclaim hours of their workweek, Mingo's AI-first diagnostic platform is proving to be a transformative tool.