Four ways RMM software delivers value to MSPs

| By:
Topher Barrow

Remote monitoring and management (RMM) software is a must-have if you’re a managed service provider (MSP). It’s the foundation of the business, really. From responding to tickets to closing out requests, updating devices to patching software licenses, an RMM is what allows MSPs to keep a close eye on their clients’ IT systems and respond quickly when issues arise.

A good RMM solution provides multiple benefits for an MSP. The ability to manage clients’ IT needs remotely means that your technicians' jobs are easier to do. It also means that they spend less time on-site or focused on tedious tasks, and more time enjoying their jobs and delivering high-value services. Happier technicians lead to happier clients, and happy clients are more likely to stay on long-term. In short: by addressing tech issues more efficiently with RMM, your MSP business can support happy employees, foster better customer satisfaction, and grow without spreading resources too thinly. 

From clear-cut financial benefits to the non-monetary rewards that don’t get talked about enough, below we’ve broken down why a good RMM solution delivers so much value to MSPs.

1. Save technicians time with automation

Technicians have a lot on their plates, from deploying scripts to implementing updates to responding to client requests and tickets. Although these tasks are vital to keeping your clients’ systems up and running, they shouldn’t represent the bulk of your technicians’ workload. 

Automation can take care of many of these tasks, winning back would-be lost time and allowing technicians to focus on their strengths and on more complex issues. 

For example, with RMM software, MSPs can put the following tasks on autopilot:

  • Scanning for devices
  • Password resets
  • Software updates

With these daily tasks handled quickly and more time spent on meaningful interactions, clients will be happier. And as we all know, client service is a major differentiator for standing out as an MSP

Also, by automating these tasks, MSPs reduce time spent on ticketing as a result—which adds up to not only time savings but also financial savings. Consider that our Total Economic Impact™ of the ConnectWise Platform report found that with script automation, MSPs saw a $1.2 million benefit in technician productivity over three years. 

Additionally, ConnectWise enabled companies to solve 20 percent of tickets with automation. That’s 20 percent back in the day for other work. Plus, proactive scanning and software patching means that systems are likely to experience fewer crashes or system errors, resulting in fewer tickets to begin with.

2. Support cybersecurity with patch management 

Cybersecurity is a growing area of concern for many SMBs, and it represents a key area of opportunity for MSPs to expand their services. In fact, our latest ConnectWise State of SMB Cybersecurity Report found that SMBs are looking to step up their security spending in 2021, and 91% of companies are willing to switch MSPs if they offer the “right” cybersecurity solution

RMM software is key to shoring up security on behalf of your clients. Many of the automated services mentioned above—like monitoring endpoints—are important parts of maintaining an IT system or network’s security. 

Take patch management as an example. Patches are crucial in keeping devices and software up to date, and they often address vulnerabilities or problems that hackers could potentially use to infiltrate an organization. In fact, a 2018 ServiceNow and Ponemon Institute study found that 57 percent of those who experienced cyberattacks said those attacks could have been stopped by a software patch. 

Automated patch management via an RMM tool is a patching best practice. It ensures that any software weaknesses are fixed quickly and that you never miss a crucial update.

3. Reduce downtime with endpoint management

Understandably, clients dread downtime. Every second lost doing business is a dollar (or many dollars) lost. 

An RMM solution can help prevent certain causes of downtime by monitoring and automatically managing endpoints. With automated routine maintenance (such as patching, as explored above) MSPs can often prevent the most common issues that cause downtime.

An RMM tool can also flag issues as they arise. For example, our ConnectWise RMM suite includes alerting features to notify technicians of problems and also provides the remote capabilities needed to examine servers, desktops, and even mobile devices at a distance.

4. Get ahead of clients’ problems

There’s nothing more frustrating to a client than running into an IT issue, especially if it takes some time to get resolved. Like downtime, even simple issues can cost clients valuable time doing the work they love, such as:

  • Getting locked out of a machine
  • Needing to self-install a software update
  • Rebooting a computer 

No one wants to ruin a meeting because their version of PowerPoint wasn’t compatible with the deck.

With remote monitoring, your MSP gets ahead of clients’ problems and can even prevent them from happening in the first place. Network bottlenecks, issues with application performance, and cybersecurity threats are all elements that could cause big headaches for clients; these are some of the issues MSPs can not only monitor but actively address with RMM software.

Proactive monitoring and maintenance through an RMM solution lets you stay one step ahead of your clients’ most pressing issues. Rather than create a contentious break/fix relationship, clients can see you as their go-to problem solver and you become integral to their business. The more they experience the convenience of remote support, the harder it is to imagine life without it. 

What is your RMM worth to your business?

The right RMM solution has significant benefits for MSPs, delivering efficiencies, making technicians’ lives easier, and resulting in happy clients who are thrilled with proactive IT support that makes running their businesses easier. Balancing automation with real-time support, a good RMM solution enables MSPs to provide the most comprehensive client care possible.