Table of contents
Episode Summary
In this episode of E Channel News, host Julian Lee from Syncro sits down with Dee Zepf, Chief Product Officer at Syncro, to unpack how RMM and PSA tools are evolving, and what that means for today’s MSPs.
Dee explains how traditional endpoint management gives way to more dynamic, AI-driven systems. She breaks down the shift from managing just devices to managing identity, cloud infrastructure, and increasingly complex security requirements. For MSPs, that means rethinking their tech stacks and leaning into integrated platforms that reduce noise and manual work.
The conversation also explores the rising importance of a security-first mindset. Dee shares why MSPs must now blend technical know-how with business conversations to help clients navigate compliance, insurance, and long-term risk. As AI continues to reshape the industry, the MSP of the future will need fewer tools, deeper insight, and a lot more strategy.
Guest-at-a-Glance
💡 Name: Dee Zepf
💡 What she does: Chief Product Officer
💡 Company: Syncro
💡 Noteworthy: Veteran product leader with deep experience in MSP-focused platforms and security-first design
💡 Where to find her: LinkedIn
Key Insights
RMM Tools Must Evolve to Stay Relevant
MSPs can no longer rely on traditional RMM tools focusing only on patching, remote access, and basic endpoint management. The landscape has shifted: cloud environments, identity management, and AI are now core to daily operations. As MSPs adopt more point solutions to fill gaps, it’s a sign that current platforms aren’t keeping up. Modern RMM tools must address this complexity by integrating security, automation, and adaptability into a single interface. Platforms that fail to evolve will force MSPs into fragmented stacks that slow them down. The takeaway? RMM solutions must be flexible, forward-looking, and built for hybrid environments, not just devices.
A Security-First Mindset Is No Longer Optional
Security can’t be treated as an add-on. Today’s MSPs must lead with a security-first approach and embed it into every service they deliver. With cyber threats growing and compliance stakes rising, MSPs are on the hook for protecting infrastructure and helping clients meet regulatory and insurance requirements. That means mastering frameworks, guiding clients through risk assessments, and ensuring security is baked into their entire offering. The best MSPs don’t sell antivirus — they sell peace of mind, backed by a system that scales and protects. In this new world, being proactive about security isn’t a competitive advantage; it’s the baseline.
AI Won’t Replace MSPs. It Will Redefine Their Role.
AI is already automating routine tasks and simplifying ticket resolution. However, its real value lies in freeing MSPs to focus on higher-level strategy and client relationships. As AI continues to grow, it will handle more of the noise: automated fixes, event correlation, and system-to-system communication. That will shift the MSP’s role from technical firefighter to strategic advisor. Those who succeed will be the ones who can translate technical insight into business value, guide clients through change, and train AI systems to improve outcomes. The future MSP isn’t just tech-savvy. They’re client-centric, cloud-aware, and fluent in AI-driven service delivery.
Viewer Takeaways
What the Shift to Cloud and Identity Means for MSPs
As infrastructure evolves, MSPs must move beyond endpoint maintenance and address cloud environments, identity management, and layered responsibilities. Dee discusses how Microsoft 365 and other SaaS platforms have redefined the scope of MSP operations, requiring new capabilities to manage and secure environments that span traditional hardware and cloud-based services. This shift demands that MSPs expand their technical fluency and improve how they translate that knowledge into business language for their clients.
“Now we’re looking at cloud and identity. How does this all pull together? The way that Microsoft has been able to move everyone into the 365 Cloud has created a whole new set of capabilities that MSPs are forced to deal with and try to figure out. How they’re managing across all these different stacks is another place where I’ve seen a lot of different people dipping in and trying to figure out. How do they optimize around this? How do they get the knowledge they need? How do they have the business conversations they need to have?”
Why Simplicity in Tools Beats Complex Stacks
So, what are the advantages of leveraging integrated platforms over disparate tools to accomplish the same jobs? Dee explains how Syncro’s fully integrated RMM, PSA, and Microsoft 365 management platform enables smoother automation, better workflow management, and a more cohesive user experience. Rather than stitching together third-party apps, integrated systems allow MSPs to manage alerts, tickets, and AI-driven routing within a single interface, saving time and reducing confusion.
“Things like having an alert come in, analyzed, converted into a ticket, then having AI categorize and route that ticket to the right person—all in one platform—gives us flexibility to manage the end-to-end use case for the MSP.”
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