How RMM Tools Benefit MSPs

September 21, 2021 / by Frederid Palacios

The modern workplace is all about remote capabilities. As more and more companies offer the remote work model, they must uphold the same level of high-quality capabilities as on-site, and this includes MSPs. While most MSPs currently have remote capabilities working within the cloud, many are implementing remote monitoring and management (RMM) tools to take their services one step further. With RMM tools, MSPs can achieve a greater level of control and support – from any location. We will discuss the four primary ways that using an RMM tool can give MSPs a competitive advantage.

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1. Reporting


One of the most beneficial uses of an RMM tool is the enhanced reporting it offers. The tool can pull reports on the services delivered from an MSP to a client. Through automation, these reports are constructed and shared automatically – significantly saving time and effort for both client and MSP. As a result, both parties quickly and efficiently receive the information they need to make better decisions.

While most RMM tools offer reporting, it is important to consider if the reports you receive are value-driven. This is critical to obtain information regarding the value of the work completed, rather than merely if it was completed or not. Proper reporting is crucial to demonstrate ROI to a client and identifying problems and opportunities for improvement. With RMM, MSPs can perform reporting at a more advanced level – doing so remotely and automatically. This ensures that reports can be made from any location and faster than ever before. Time is money, so receiving accurate reports in a timely manner is critical to making decisions and adjustments effectively.


2. Client Insights


As a result of advanced reporting, RMM tools can reveal client needs to MSPs, informing them exactly what needs to be done to satisfy clients. As an organization utilizing an MSP, it is crucial that your MSP deliver clear results that add value to your business. Through the use of an RMM tool, MSPs are able to offer just that – ensuring that clients receive the value they expect.

RMM tools will provide MSPs with the information that MSPs can then use to advise clients on how to correct their current operations. MSPs can then use tools to generate reports that communicate the value they have provided in performing such actions – whether it's mitigated risks, increased operational efficiency, or cost savings.

Using the reports provided by RMM tools, MSPs can convey their value to clients, leveraging their capabilities to strengthen relationships. These insights can even identify to MSPs where there is a need and whether or not they can fulfill it. With this information, MSPs can potentially offer new services, enabling them to grow as a business themselves.

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3. Security


Another critical aspect of any RMM tool should be security. Maintaining the security of your network and IT infrastructure is critical in today's world. As cyberattacks and breaches are on the rise, equipping your organization with the highest level of cybersecurity is vital. With the right RMM tool, security can be heightened as the tool enables consistent remote monitoring, ensuring that your network is secure at all times. MSPs are experts in IT security, equipped with the capabilities to monitor your IT environment – both what it includes and what it’s missing. With RMM tools, MSPs can deploy anti-virus software, update patches, and address any weak points in your system’s security.

In addition to managing these basic security functions, RMM tools will also enable your MSP with remote monitoring functions. With remote monitoring, MSPs can monitor their client’s IT environment 24/7. Through monitoring, MSPs can identify irregular activity, potential breaches or misconfigurations, and any other errors that may signify a potential security risk. As a result, security risks can be handled and eliminated quickly, stopping problems before they become detrimental to your organization.

Beyond basic monitoring and management, with RMM tools, MSPs can also easily share security data with clients, ensuring transparency and clarity. Security reporting includes a summary that MSPs can share with clients, details of individual security tests and results, an in-depth report on tests and suggested solutions, and an inventory of devices at risk. Utilizing the right RMM tools, MSPs can offer an enhanced level of security to their clients, ensuring the safety of their IT environment at all times and locations.


4. Support


Supporting clients is a crucial responsibility of MSPs. For every problem or error that a client faces, they will experience downtime and potential damage to their company if a significant enough problem. For this reason, it is vital that MSPs can provide troubleshooting and support quickly and efficiently. The longer that clients wait for support, the less satisfied they are, and the less productive they can be.

Fortunately, most MSPs offer 24/7 support, ensuring that their clients’ issues are resolved quickly. But, with RMM tools, MSPs can offer even more advanced support. Through RMM, MSPs have access to real-time data on potential issues, in addition to the ability to remotely address these problems. Whether restarting a service, applying a patch, or delivering service, MSPs are able to offer remote support, ensuring that clients receive the help they need – no matter the time or location.

Even though many organizations have grown accustomed to working from home over the past year, technical issues are an inevitable aspect of our modern workplace. As a result, remote support from MSPs is a must-have for solving problems quickly and efficiently. With cloud-enabled RMM tools, MSPs can provide this support, ensuring that a client’s IT infrastructure is functioning fully at all times. With enhanced support from MSPs, clients will experience immediate issue fixing, resulting in reduced downtime and increased productivity.


RMM Tools are a Must-Have for MSPs


As an MSP, it is essential that you keep up with fluctuating trends in order to satisfy your clients’ needs. As more and more organizations transition to remote work, it is critical that you can continue to meet their needs – from any location. Through the use of RMM tools, MSPs can deliver an enhanced level of support – ensuring that clients are covered in monitoring, management, maintenance, and more.

Cloud-based solutions such as RMM tools are must-haves in the modern workplace. With the right RMM tools, an MSP’s team of experts will be empowered to deliver high-quality service, quickly respond to client needs, and ensure that all components of an IT environment are up-to-date and functioning correctly. Remote capabilities are no longer an option but are now a requirement for businesses in every industry. By equipping themselves with RMM tools, MSPs will be able to provide high-quality service from any location, ensuring that they remain competitive.

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Tags: Remote Work, Technical Support Services

Frederid Palacios

Written by Frederid Palacios

Fred Palacios is a seasoned software architect with more than 20 years of experience participating in the entire software development cycle across a host of different industries--from automotive and services to petroleum, financial, and supply chain. In that time, his experience working closely with high-level stakeholders has provided him with a strategic vision for developing the right solutions to flexibly meet critical business needs. As CTO of Intertec, he's continuing to focus on the creation of business-critical applications for large enterprise projects, particularly those that handle high concurrency and large datasets. He is passionate about using technology as a tool to solve real-world problems and also mentoring technical teams to achieve their maximum potential and deliver quality software.

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