“The cloud-based ConnectWise RMM tool has been a game-changer for us. The biggest benefit is scripting engine, it just makes everything so easy! By automating scripts, not only did it reduce complexity; it improved overall efficiency and helped us bridge the talent gap for our organization.”
“Of particular importance with ConnectWise RMM vs Ninja is that the ConnectWise NOC™ is testing and approving the most pressing security patches. So, if we get busy that week and can’t get to approving patches, the most important ones are already done for us.”
In 2001, the Richline brothers decided to make a move. For Josh Richline, that meant uprooting from San Antonio to moving to Corpus Christi, Texas to join forces. For both, it was a move from corporate America to the world of MSPs serving SMBs.
Armed with just a few clients and a vision, they were off and running.
“We were a small operation, relying heavily on referrals rather than traditional advertising. We started with minimal resources - using QuickBooks for financial management, spreadsheets and, sometimes just our memory to capture client information,” Richline said in jest. “So, as we grew, and the business really started to flourish; we sought tools to help us manage it.”
Along came ConnectWise.
The 2000s: Epic Evolutions in Technology and Business
Richline IT embraced various remote work tools and solutions, evolving from basic IT services to more sophisticated offerings. While staying true to their core mission of providing reliable IT services, they adapted to meet the changing demands of the market and their clients.
“Navigating (2001-2009) was particularly challenging. There was a lot of change, transformation; and that came with untapped opportunity. We continuously adapted to new technologies to stay competitive in the market. ConnectWise played a crucial role in that progression.”
Richline began with ConnectWise business management solutions, ConnectWise PSA™ and CPQ. However, during its growth period the transition from basic IT services to more sophisticated offerings, Richline experimented with other one-off vendor solutions.
“We went through a few vendors like Zenith Infotech, LogMeIn, Datto and Kaseya. It wasn’t until 2010 that we found ConnectWise PSA (formerly Manage), ScreenConnect, and ConnectWise Automate (formerly LabTech) and turned the corner. Clearly it was those three working together (rather than fighting each other) that was the most appealing.”
Making the Switch
The decision to switch from Datto and Kaseya was driven by several factors. Integration issues were a significant concern, as the integrations with these tools were not fully developed, leading to inefficiencies and unmet expectations.
“The complexity of the scripting engines in Kaseya posed a challenge. These engines were not user-friendly and required specialized knowledge, which our team lacked after key personnel left. Performance was another critical issue. The previous solutions [with Kaseya] were expensive and further did not meet the required standards, prompting our switch to ConnectWise RMM.”
The limitations of Datto’s platform were a major reason for leaving. It did not offer the flexibility and scalability needed for growing the business.
“Service reliability was a concern, as there were disruptions and inefficiencies in their operations due to unreliable services. Additionally, the cost of Datto’s services was not justified by the benefits, leading to our search for a more cost-effective and reliable alternative.”
Moving to the Cloud: ConnectWise RMM
Richline maintained an on-premises instance of ConnectWise Automate until 2023. The transition to cloud solutions marked a significant turning point for the company. Moving to the cloud allowed them to scale their business without the limitations of on-premises infrastructure.
This shift also greatly enhanced remote access and management, making it much easier for their distributed team to operate efficiently and effectively.
“LabTech was great for us when we had a full-time onsite programmer. He was our ‘LabTech guru’ and wrote our scripts, but it became difficult for us to retain that talent and maintain costly overhead. We needed a better, more modern solution.”
ConnectWise RMM™ offered a more intuitive scripting engine, making it easier for technicians to create and manage scripts without needing extensive programming knowledge.
“The cloud-based ConnectWise RMM tool has been a game-changer for us. The biggest benefit is scripting engine, it just makes everything so easy! By automating scripts, not only did it reduce complexity; it improved overall efficiency and helped us bridge the talent gap for our organization.”
The transition had a profound impact on Richline’s overall productivity. By moving away from on-premises infrastructure, they were able to scale their operations without the physical limitations that previously hindered growth.
“This scalability meant that as our business expanded, our IT infrastructure could seamlessly keep pace, said Richline. “When you no longer have to spend so time fighting with your RMM, you can expand your service offering. We were able to put a lot more attention into our cyber security offerings, making our clients more secure, helping us increase our margins (specifically cyber security products). It helps me sleep better at night because our clients are taken care of - both because our RMM is working effectively and because our RMM is seamlessly integrated with our cybersecurity tools, like Sentinel One, to ensure our clients are better protected.”
For Comparison’s Sake: Ninja RMM vs. ConnectWise RMM
Richline offered some perspective on ConnectWise RMM and its superior product offering compared to Ninja RMM, particularly in terms of patch management and overall efficiency.
“We recently transitioned a new customer from Ninja RMM to ConnectWise RMM. It was evident that Ninja RMM had left a significant number of patches unaddressed, which was quite alarming. In contrast, ConnectWise RMM’s ability to monitor and manage patches effectively ensures that systems remain up-to-date and secure.”
Richline also noted that ConnectWise is always-on and working behind-the-scenes to help them remain vigilant against threats.
“Of particular importance with ConnectWise RMM vs Ninja is that the ConnectWise NOC™ is testing and approving the most pressing security patches. So, if we get busy that week and can’t get to approving patches, the most important ones are already done for us.”
This underscored the reliability and thoroughness of ConnectWise RMM, making it a more robust and dependable choice for managing IT services.
ScreenConnect: Streamlining IT from anywhere
When Richline IT shifted to the cloud, it wasn't just about keeping up with technology trends—it was about making every day smoother and more manageable. At the forefront of this transition was ScreenConnect our go-to for effortless and efficient remote IT support.
“We were running an on-prem ScreenConnect instance since 2012. It’s a tool that I can’t live without! It provides us a reliable remote-control solution, crucial for both internal operations and customer access to their PCs.”
ScreenConnect proved to be a far superior tool compared to its predecessor, LogMeIn, especially in terms of setup speed and user experience.
“ScreenConnect was quick and seamless, and the connection was almost instantaneous, eliminating lag and significantly improving the user experience for our customers.”
With ScreenConnect, the Richline team members could now manage IT services from anywhere, reducing downtime and allowing for quicker response times to issues. It also streamlined operations, enhanced team collaboration, and provided a robust platform for future growth. Its ability to instantly connect team members—no matter their location—has made our operations more agile and responsive in a competitive market.
“This flexibility was particularly beneficial for our workforce across different locations, ensuring that everyone could stay connected and assist our customers, no matter where they reside.”
Thanks to this seamless connectivity, we've minimized operational disruptions and empowered our team to deliver faster, more effective support. Moving to the cloud with ScreenConnect didn't just change how we manage IT—it also brought significant cost efficiencies. Eliminating the need for physical servers reduced our overhead and allowed us to direct more funds towards strategic initiatives and innovation. These predictable expenses are driving productivity and enabling sustainable business growth in an ever-evolving industry.
“At the time I was fighting with our ISP that delivered our Fiber (over service outages). So, putting everything in the cloud gave me the stability I desperately needed and the ability to fire them. Honestly, it was also about getting our most important systems up in the cloud and away from hurricanes and ISP’s that couldn’t meet their SLAs,” Richline added.