Alright – so today we’ve got the honor of introducing you to Crystal Conkle. We think you’ll enjoy our conversation, we’ve shared it below.

Alright, Crystal thanks for taking the time to share your stories and insights with us today. In our experience, overnight success is usually the result of years of hard work laying the foundation for success, but unfortunately, it’s exactly this part of the story that most of the media ignores. So, we’d appreciate if you could open up about your growth story and the nitty, gritty details that went into scaling up.

The story behind our growth at The 20 isn’t a quick montage of successes; it’s a testament to perseverance, adaptability, and a commitment to our vision. We didn’t just grow overnight. We built, tested, re-evaluated, and sometimes rebuilt entire strategies. Scaling up required a disciplined focus on the fundamentals and a lot of patience. We tackled challenges head-on, from managing growing pains with the right hires to restructuring processes that had to be resilient enough to support our members.

Early on, we realized that solving scalability was key — not just for us, but for every managed service provider (MSP) who joined us. This realization shaped our approach and led us to make big, sometimes risky decisions. A turning point came when we decided to streamline operations and focus on acquiring MSPs that aligned with our values and objectives. That’s when we saw significant, sustained growth, and each acquisition taught us something new about integration and the importance of aligned goals.

But it wasn’t all smooth sailing. Mistakes were inevitable. We learned that there’s no perfect roadmap, and the strategies that work aren’t one-size-fits-all. Our journey involved a lot of experimenting, adapting, and realigning, but staying true to our core mission — helping our partners grow and scale sustainably — kept us moving forward. Each setback was an opportunity to refine our approach.

Ultimately, the growth of The 20 was achieved through a relentless pursuit of excellence, a commitment to MSP success, and the strength of our team. It’s a journey I wouldn’t trade for anything because every challenge and twist pushed us to where we are today.

Crystal , before we move on to more of these sorts of questions, can you take some time to bring our readers up to speed on you and what you do?

I’m Chief Marketing Officer of The 20. My journey into the MSP (Managed Service Provider) space was fueled by a passion for creating growth opportunities and elevating businesses in an industry that’s often behind the scenes but critical to every company’s success. At The 20, we provide a comprehensive suite of IT services through a unique model that allows our MSP members to scale efficiently while maintaining a high standard of client service. Our services cover everything from cybersecurity and cloud solutions to full-scale IT management — essentially enabling MSPs to compete with the biggest players in tech.

What sets us apart is our focus on scalability. We solve one of the biggest pain points for MSPs: how to grow in a sustainable way without compromising quality or consistency. The 20’s unique model allows our members to seamlessly leverage resources, expertise, and operational support, giving them a competitive edge and enabling them to serve clients at an exceptionally high level. We’ve created a system that turns the scalability challenge into an opportunity for growth — our MSP partners are no longer capped by limited resources or talent constraints.

I’m incredibly proud of the positive transformation we’ve been able to bring to the MSP landscape. Over the years, we’ve grown rapidly, made significant acquisitions, and continuously upgraded our talent and processes. But what I’m most proud of is how aligned our team and members are in their shared vision for growth, service, and excellence. This synergy has not only helped The 20 flourish, but it has also empowered our MSP partners to reach new heights.

If there’s one thing I’d want potential clients or followers to know about The 20, it’s that we’re more than a service provider—we’re a partner dedicated to each client’s success. We’re committed to reshaping what’s possible in IT services, continually improving our model, and delivering exceptional results. Our journey, like our industry, is constantly evolving, and we’re excited to keep pushing boundaries and redefining excellence in MSP services.

Can you talk to us about your experience with buying businesses?

Yes, we’ve bought 36 businesses over the past two years, and each acquisition has been a strategic step forward for The 20. The decision to acquire these companies was rooted in our commitment to growth and our belief that expanding our talent, resources, and client base would allow us to better serve our clients and scale even more effectively.

Each acquisition was carefully evaluated to ensure alignment with our mission and values. We sought out MSPs that shared our commitment to excellence and innovation because we know that alignment is essential for seamless integration and long-term success. Acquisitions are complex, with many moving parts — from financial and operational assessments to cultural considerations and team integration. However, our business model allows us to streamline the process.

For us, each acquisition isn’t just about expansion; it’s an opportunity to bring fresh talent and perspectives into The 20, refine our model, and enhance the quality of support we can offer our clients. I’m proud of the work we’ve done and the positive impact these acquisitions have had, both for our team and the clients we serve nationwide. Ultimately, this growth journey is about building an IT services platform that’s fully equipped to elevate our end clients nationwide, with acquisitions playing a key role in achieving that vision.

Can you talk to us about your experience with selling businesses?

Yes, I sold my marketing services business in 2015, and it was a pivotal moment in my career. The decision to sell wasn’t easy, but it ultimately opened up new opportunities, leading me back to The 20 and to working alongside Tim Conkle. Selling my business taught me the importance of timing and clarity about one’s long-term vision.

For entrepreneurs considering a sale, one of the most valuable lessons I can share is to have a clear sense of what you want to achieve personally and professionally. For me, stepping away created space to pursue a new chapter that aligned with my goals, but it’s essential to ensure the timing and terms are right for you. Knowing the legacy you want to leave behind and how a sale will fit into your broader vision is crucial.

At the time, I didn’t fully realize the complexities of selling a business, but the experience taught me invaluable lessons. It was a leap that ultimately led me to new opportunities at The 20 and the chance to help build something even bigger. Sometimes, even when you don’t have all the answers, taking that step can lead to unexpected growth and a path you hadn’t envisioned.

Contact Info:

• Website: https://www.the20msp.com
• Instagram: @the20msp
• Linkedin: https://www.linkedin.com/in/crystalconkle