RMM (remote monitoring and management) is a foundational tool in any managed service provider business. Without it, you’re flying blind and mired in onsite, manual work. So choosing the right RMM is a critical decision for your business.
Whether you’re switching RMMs or looking for your first, you’ll want to consider your options carefully. It’s not about finding the most powerful, the cheapest, or the most popular—the goal is to find the platform that’s just right for you and your business needs.
Let’s start by looking at three significant factors in your RMM purchasing decision: size, price, and interoperability.
Size your RMM to your business
As you evaluate RMMs, you’ll weigh the pros of large feature sets against the cons of complexity. RMMs vary in the range of features and capabilities they offer. Do you go for the platform with tons of features you don’t need today but may—or may not—grow into?
Large feature sets
An RMM with the most features you can find is tempting to purchase, but there are trade-offs. A complex platform is going to be more difficult and time-consuming to onboard and manage on an ongoing basis.
Some companies require you to attend paid training classes just to learn the basics. You may find you need to hire an additional person just to operate the RMM.
Are the extra features worth it? Jason Adams of Blueteam Networks estimates his team was using only 10% of a larger platform’s features and “paying a lot of money” for the privilege.
Core feature sets
On the other hand, a streamlined platform means you get up and running quicker. Less interruption to your business in the beginning and less time managing the platform means you have more time and energy to focus on your clients and growing your business.
Think about the core elements you can’t live without rather than collecting a mass of features you might use “one day.”
Choose an RMM pricing model
There are two primary pricing models for RMM tools. Consider which one will better fit your team, clients, and financial planning.
An RMM platform that charges per endpoint gets more expensive as you bring on more and larger clients. You may be tempted to not install the RMM on smaller clients to save a bit of money, but this could bite you down the road as issues crop up that you weren’t aware of.
A pay-per-user model means you’re only charged as you add technicians. The cost will increase at a slower rate than per-endpoint. And with the freedom to install the RMM on as many client devices as you like, you can be more proactive in your care.
Think about RMM interoperability
An RMM is foundational but not the only software you need to run your business. If you want to maximize your profitability, your core monitoring platform needs to connect to multiple systems, sharing data to reduce manual tasks and increase efficiency.
RMM + PSA
An RMM that fully combines with your PSA is a must. You can streamline your processes to the maximum when your systems are fully in sync with each other.
For example, when the two systems are fully integrated your RMM can fire alerts that automatically push to a ticket in a PSA. When your RMM auto-remediates the issue, the PSA ticket is closed and logged onto the client’s contract.
What other tools do you have or plan to have in your software stack? Look for an RMM platform that supports integrations with your chosen accounting package, backups, antivirus, and so on.
Also consider whether the platform continues to actively add new integrations over time. A wide variety of existing integrations and new ones being added means you have flexibility as your own software stack evolves.
Assessing RMM feature sets
After considering size, pricing, and integrations, you’ll want to dig into the tool’s specific feature set. What are your non-negotiables, and what are your nice-to-haves?
For help reviewing common RMM features and how they stack up, grab a free copy of our RMM Buyer’s Guide.
There is no “best RMM,” only the best RMM for you and your business. Taking the time to look at what fits your particular needs will set the stage for success.