How MSPs Can Thrive in Healthcare — with Nelson Gomes, CEO and Founder of Portalia Group
03/31/25 • 30 min
🎙 Podcast Title: "How MSPs Can Thrive in Healthcare — with Nelson Gomes"
Guest: Nelson Gomes, Founder & CEO, The Portalia Group
Host: Madhur Duggar, Chapman Associates
Description:
In this episode, Nelson Gomes shares a masterclass on what it takes to be a high-performing MSP in the healthcare vertical. From EMR optimization and patient engagement to AI adoption and M&A strategy, Nelson breaks down how MSPs can move beyond maintenance to become true transformation partners for their healthcare clients.
Whether you're looking to grow, specialize, or position your MSP for a successful exit, Nelson offers real-world insights drawn from decades of leadership in healthcare IT.
💬 Questions & Responses:
Q: From an MSP standpoint, what makes healthcare different in terms of the skill set required?
🗣 Understanding the business of healthcare is critical — it's not just fixing EMRs, it's optimizing them and knowing the clinical workflows.
Q: How do specialist MSPs create more value than generalists?
🗣 Specialists speak the same language as providers and win trust faster — 9 out of 10 times, they win the deal.
Q: What are healthcare organizations really looking for when selecting an MSP?
🗣 Experience, expertise in healthcare systems, and a sense of security that their MSP “gets it.”
Q: What kind of background should MSPs build to succeed in healthcare?
🗣 A strong healthcare foundation — either through EMR experience or supporting medical administration systems.
Q: Can you explain Gartner’s “Run, Grow, Transform” model?
🗣 Most MSPs focus on “Run” — daily maintenance — but true value is created through “Grow” and “Transform” initiatives.
Q: What’s a real-world example of transformation in action?
🗣 Helping practices adopt patient engagement apps — moving beyond IT support into strategic consulting.
Q: What role should MSPs play in M&A due diligence for healthcare?
🗣 IT due diligence is often overlooked. Nelson helped create a 6-part framework to standardize and simplify this critical process.
Q: Should MSPs trying to enter healthcare build or buy?
🗣 Buy. Acquiring a healthcare-focused MSP gives you immediate credibility, clients, and expertise.
Q: Where is AI playing the biggest role in healthcare today?
🗣 Diagnostic imaging, like mammography. AI is powerful, but needs clinical oversight and thoughtful adoption.
Q: What healthcare tech events should MSPs attend?
🗣 HIMSS, ViVE — critical for staying ahead of tech trends and industry expectations.
Q: What advice do you have for MSPs expanding into healthcare?
🗣 Have a clear, well-thought-out strategy and the right people to execute it.
Q: How should smaller MSPs think about scale and specialization?
🗣 If you’re not ready to scale, consider exiting at a good multiple to a larger player and learn from the experience.
Q: Grow solo or partner up?
🗣 Joining a platform can accelerate growth — faster path to value creation than going it alone.
Q: Final takeaway for MSPs?
🗣 Understand your value, define your personal goals, and have an advisor to guide you through transitions.
www.linkedin.com/in/madhur-duggar
🎙 Podcast Title: "How MSPs Can Thrive in Healthcare — with Nelson Gomes"
Guest: Nelson Gomes, Founder & CEO, The Portalia Group
Host: Madhur Duggar, Chapman Associates
Description:
In this episode, Nelson Gomes shares a masterclass on what it takes to be a high-performing MSP in the healthcare vertical. From EMR optimization and patient engagement to AI adoption and M&A strategy, Nelson breaks down how MSPs can move beyond maintenance to become true transformation partners for their healthcare clients.
Whether you're looking to grow, specialize, or position your MSP for a successful exit, Nelson offers real-world insights drawn from decades of leadership in healthcare IT.
💬 Questions & Responses:
Q: From an MSP standpoint, what makes healthcare different in terms of the skill set required?
🗣 Understanding the business of healthcare is critical — it's not just fixing EMRs, it's optimizing them and knowing the clinical workflows.
Q: How do specialist MSPs create more value than generalists?
🗣 Specialists speak the same language as providers and win trust faster — 9 out of 10 times, they win the deal.
Q: What are healthcare organizations really looking for when selecting an MSP?
🗣 Experience, expertise in healthcare systems, and a sense of security that their MSP “gets it.”
Q: What kind of background should MSPs build to succeed in healthcare?
🗣 A strong healthcare foundation — either through EMR experience or supporting medical administration systems.
Q: Can you explain Gartner’s “Run, Grow, Transform” model?
🗣 Most MSPs focus on “Run” — daily maintenance — but true value is created through “Grow” and “Transform” initiatives.
Q: What’s a real-world example of transformation in action?
🗣 Helping practices adopt patient engagement apps — moving beyond IT support into strategic consulting.
Q: What role should MSPs play in M&A due diligence for healthcare?
🗣 IT due diligence is often overlooked. Nelson helped create a 6-part framework to standardize and simplify this critical process.
Q: Should MSPs trying to enter healthcare build or buy?
🗣 Buy. Acquiring a healthcare-focused MSP gives you immediate credibility, clients, and expertise.
Q: Where is AI playing the biggest role in healthcare today?
🗣 Diagnostic imaging, like mammography. AI is powerful, but needs clinical oversight and thoughtful adoption.
Q: What healthcare tech events should MSPs attend?
🗣 HIMSS, ViVE — critical for staying ahead of tech trends and industry expectations.
Q: What advice do you have for MSPs expanding into healthcare?
🗣 Have a clear, well-thought-out strategy and the right people to execute it.
Q: How should smaller MSPs think about scale and specialization?
🗣 If you’re not ready to scale, consider exiting at a good multiple to a larger player and learn from the experience.
Q: Grow solo or partner up?
🗣 Joining a platform can accelerate growth — faster path to value creation than going it alone.
Q: Final takeaway for MSPs?
🗣 Understand your value, define your personal goals, and have an advisor to guide you through transitions.
www.linkedin.com/in/madhur-duggar
Previous Episode
MSP M&A Uncovered: Inside Courser’s Acquisition Playbook with David Williams, VP of M&A.
In this episode, host Madhur Duggar welcomes Dave from Courser to discuss the company’s M&A strategy, integration approach, and growth plans for 2025. Dave shares insights into Courser’s acquisition philosophy, emphasizing a strong focus on culture, leadership retention, and operational integration.
M&A Activity and Strategy
Courser, a PE-backed platform, has completed 16 acquisitions in the past two and a half years, including nine in 2024. The company aims to maintain or exceed that pace in 2025. Their acquisition targets range from $1M to $15M in revenue, with an average size of $7M-$7.5M. Courser is sector-focused, primarily acquiring MSPs and occasionally considering MSSPs with strong cybersecurity capabilities.
Integration Approach
Courser differentiates itself through its deep integration model. While externally the acquired company’s branding and leadership remain intact, internally, Courser standardizes back-office functions, finances, HR, and operations. They migrate all businesses onto a unified ConnectWise instance, creating a single-pane-of-glass view for management. This structured approach enables efficiency and scalability while ensuring a smooth transition for employees and customers.
Deal Structure
Courser typically structures its deals with a mix of cash and rollover equity (30-40%). Earn-outs are rare and used primarily in tuck-in acquisitions where revenue stability needs validation. They prioritize clear, seller-friendly structures that align incentives for long-term growth.
Challenges and Risks in M&A
Dave highlights common M&A risks, including leadership transitions, cultural misalignment, and integration challenges. He emphasizes the importance of talent and customer retention, especially as the industry undergoes significant consolidation. Courser mitigates these risks by focusing on culture, selecting growth-minded leaders, and ensuring operational stability post-acquisition.
Future Outlook
Looking ahead, Courser aims to continue its disciplined acquisition strategy, focusing on quality MSPs with strong leadership and recurring revenue. They also acknowledge the growing role of AI and automation in IT services and plan to enhance efficiencies through technological adoption.
The discussion concludes with reflections on broader industry trends, including the eventual exits of PE-backed MSP platforms and how integration strategies will play a key role in their long-term success.
www.linkedin.com/in/madhur-duggar
Next Episode
What Does a Best-In-Class MSP Look Like? Listen to What Peter Kujawa, VP and GM at Service Leadership Has to Say
What does a Best-in-Class MSP look like? To find out the answer to this question and many more, I have on my show today the man himself, Peter Kujawa, VP and GM at Service Leadership. Founded in 2001 by Paul Dippell and acquired by ConnectWise in 2021, Service Leadership does some of the most comprehensive benchmarking work in the IT services space including around MSPs. If you like data based decisioning around MSPs, this is your stop. Listen in!
Here are some of the key topics and questions discussed on this podcast
- What is Service Leadership and How is it Helping the MSP Community?
- What Does SL Use to Benchmark MSPs?
- Does Size Matter to be a Best-in-Class MSP?
- What Does Best-in-Class Look Like for
- Topline Growth
- Gross Margin
- EBITDA
- What Does it Mean to be Operationally Mature at SL?
- Does Location Matter to be Best-in-Class?
- What Advice does Peter Have for MSPs?
- Should You Run Your Business As if You Were Getting Ready to Exit?
- What Are Some Key Risks and Opportunities You Should Be Thinking About as an MSP Founder?
Reach to Madhur at [email protected] or 212.731.4230
Book an Appointment with him on his LinkedIn at www.linkedin.com/in/madhur-duggar
Check out Excendio Advisors and our amazing content at www.excendio.com
Reach out to Peter Kujawa on his LinkedIn at (32) Peter Kujawa | LinkedIn
www.linkedin.com/in/madhur-duggar
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