In today’s fiercely competitive marketplace, superstar customer service is just as important as the IT solutions you offer to your clients. But that’s easier said than done.
Remote management and monitoring (RMM) software helps organizations improve their response times, boost operational efficiency and deliver a better overall service even when limited resources threaten to impede the process.
A good RMM system helps service providers avert crisis scenarios by combining desktop monitoring, support ticket tracking, and other capabilities in one neat package. Though, like we often say, not all solutions are created equal. MSPs on the hunt for an RMM solution should keep these five factors into consideration along the way.
1. Overall Cost Effectiveness
The cost of RMM tools range from free to “wow, that’s a lot!” When scoping out the selection, be sure to not only pay attention to the current price, but the cost you’ll incur over time with continual use. Ideally, the tool used will scale with ease as you secure new clients and grow with your business. Reasonable pricing and flexible licensing that accommodates usage requirements will enable you to stay within your preferred budget range.
2. System Integration
RMM is just one of several tools in the managed IT environment. If you want it to work harmoniously with other tools in your infrastructure, tight integration needs to be high on the list of priorities. For example, buddying the system up with your PSA software will enable the two platforms to easily exchange data while helping staff save time and bolster productivity across the office. The better your RMM solution jives with your existing systems, the greater value it will bring to your organization.
3. Ease of Use
Intuitiveness or lack thereof can make or break your experience with any given software. An RMM tool is no exception, as it needs to be easy to pick up for existing IT staff as well as new employees who come on board. Some systems are so extensive that a training program may be required in order to get users on the right track. Try to play with a demo or trial version if possible so you’re confident in your team’s ability to hit the ground running in a hurry.
4. Application Security
Security is a multi-layer conundrum that needs to be addressed at the network, data, and application levels. Prioritizing security from the get-go will give you more peace of mind following the evaluation process.
The security element is something you can approach in two ways:
- Choose a system that comes with security baked in,
- Or build a wall around the RMM application with a suite of standalone security tools.
Some experts say using RRM tools with built-in security is a quicker way to get up and running, yet more vulnerable to malware and other threats. Then again, others say using standalone security products could leave you with more software to pay for and manage while compromising the standardization that is so critical to the IT environment. There is no right or wrong, so weigh your options, understand the risks, and make the decision that provides the best level of protection.
5. Support and Expertise
Your clients depend on you to provide responsive support in their time of need. The search for the right RMM solution is your opportunity to find a provider that delivers the exceptional support you need to thrive with their product. So what support options do they offer? How do they handle updates? What’s their experience in helping firms in your position? The vendor’s background, infrastructure capabilities, and other attributes should be factored into the decision to go one way or the other.
We can tell you what to look out for, but finding the best RMM software is a personal journey – as personal as it can be for an organization. You must have a business strategy, understand your business needs, and target a solution that aligns with your business model. With this in mind, it’s hard to go wrong.