No matter what stage of business maturity managed service providers (MSPs) operate within, they’re always walking the tightrope between meeting customer expectations and maximizing profitability.
For every ticket and every engagement, MSPs want technicians working on accounts just long enough to do a good job — without spending so much time they’re overservicing clients and killing margin. It’s easier said than done, and the balance is even trickier to achieve as an MSP rapidly expands its client base and extends beyond simple break-fix business models.
As the client roster for monthly recurring business grows, and the pressure ratchets up for technicians to keep up with proactive work alongside ticketed issues, workloads quickly snowball. Amid the chaos, the temptation to hire indiscriminately can be irresistible.
This is why remote monitoring and management (RMM) platforms are so central to the discussion of MSP financial success. RMM can stand as the centralized hub for technicians to automate away time-consuming tasks. Ideally, the platform offers a comprehensive digital tool belt for these field workers to complete both proactive day-to-day tasks and reactive troubleshooting to close out tickets — without having to bounce around too many different dashboards or toolsets in the process. This translates to more efficient field teams, which in turn means MSPs can handle bigger workloads with fewer employees.
This promise of RMM as a profitability lever is one of the biggest reasons why the overwhelming majority of small- to mid-sized MSPs have an RMM in place. Unfortunately, the RMM often doesn’t live up to the promised benefits for many MSPs. The Net Promotor Scores (NPS) for RMM vendors are notoriously low. And fewer than half of those businesses that use a standalone RMM are very satisfied with their current platform.
In order to drive meaningful ROI from an RMM, MSPs need to choose their platform carefully. And though the disruption of switching out a platform may seem scary, growing organizations may do well to consider a switch if their current RMM isn’t living up to expectations. Whether an MSP is just starting to build out its services model and is shopping for its first RMM, or if it has been in the business for a long time and is considering a switch, picking the right platform is essential to profitability calculations.
Not only does an MSP need an RMM that fits hand-in-glove with its other tools like professional services automation (PSA) to promote operational efficiency, but it also needs to be cost-effective to operate. Often, as MSPs add more customers, they struggle with paying escalating prices for their RMM due to the vendor/platform’s billing model. Plus, many MSPs may pick an RMM that is either so simplistic it doesn’t have all the functionality they need or, conversely, so complicated they need extra staff just to run the platform.
This is why the RMM selection process is essential for driving MSP success. And while the process may be meticulous, it doesn’t have to be overwhelming.
In fact, Syncro recently put together a comprehensive, vendor-neutral guide designed to help MSPs through their RMM buying journey. The 2025 RMM Buyer’s Guide offers valuable insight into the following:
- Functionality basics first-time buyers should look for/prioritize
- Signs that a current RMM may not be working for an MSP
- Tech road mapping tips to help MSPs drive more business value from their RMM
- Recommendations on what to look for in RMM integrations
- Security and compliance considerations
- Tips for planning and RMM transition
- Why ease of use and support matters
- And more
Check out the guide to gain further insight into why the right RMM matters so much in modern MSP operations — and how to plan for the most impactful purchase in 2025.
In the coming weeks, we’ll be publishing additional blogs as part of a broader series that dissects specific topics within the guide, so be sure to check back soon. Ready to launch your MSP offerings? Read our guide to mastering pricing for growth.
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