While many of the technical features and functionality of modern remote monitoring and management (RMM) platforms may be fairly commoditized, don’t be fooled into thinking that every offering is created equal.
It can be tempting for new buyers to take the easy route and implement the first platform they research, or the one that has the most features at a price point they can afford. But when buyers fail to consider:
- ease of use or support
- if the RMM integrates seamlessly with the rest of their tech stack
- if the platform’s infrastructure and pricing can grow/scale with their business
they end up setting themselves up for serious business friction in the years to come.
Meanwhile, longtime users of RMM may suffer the consequences of a hasty purchase for longer than they need to due to fear of disrupting already busy workflows. When a handful of pain points finally grow insufferable enough, they’ll look for a different platform that solves those issues — but without enough care, they may end up finding out the new vendor causes new (and maybe even bigger) business problems along the way.
Now, we’re not necessarily advocating for RMM buyers to get stuck in analysis paralysis looking for the perfect platform. That’s a fool’s errand. But as each MSP prioritizes what really matters most in an RMM to help them profitably grow as a business, there are some definite gotchas to look out for.
Whether this is your first RMM or your fourth, the following are 10 of the biggest pitfalls to avoid as you navigate the buying process.
Per-asset vs per-technician pricing
Growing MSPs can quickly rack up RMM expenses if their platform’s pricing model doesn’t align with their business structure. For instance, per-asset pricing can drastically cut into margins as an MSPs client base expands — especially as it brings on larger clients with bigger infrastructure footprints.
By contrast, per-technician pricing can offer a more flexible structure that offers better long-term business value for MSPs that have their sights set on growth.
Insufficient PSA integration
To really optimize operations, profitable MSPs need their RMM to work seamlessly with their professional services automation (PSA) tools. Doing so will help prioritize work and maximize the value each tool offers the business.
In fact, if you want further proof, one recent study found that MSPs that use a joint RMM/PSA solution are 72% more likely to be very satisfied than those with a standalone RMM. TL;DR – Think of your RMM and PSA like peanut butter and jelly.
Complex administration
Administrative burden can significantly add to the total cost of ownership of an RMM. Some platforms offer significant tailorization and lots of extra bells and whistles, but are so difficult to use and manage on a daily basis that an MSP needs to hire extra staff just to tend to the solution.
The lesson: Buyers should be wary of RMMs that require significant maintenance and under-the-hood work to work appropriately.
Steep learning curves
Ease of use by technicians should also be a big consideration when vetting RMM options. Why? MSPs will run into all sorts of problems if their RMM has steep learning curves. This pitfall will not only delay implementation and dampen productivity, but it could also lead to low utilization by technicians.
Put more simply: It means the MSP is paying for a platform that essentially becomes shelfware.
Weak API infrastructure
While a strong PSA integration is one of the most important factors for MSPs looking for a robust RMM, it’s still just one of many integration points worth considering.
Failing to pick up a platform that allows for custom integrations, automation, and data exchange between systems will diminish the value of the RMM. This makes it more difficult to set up seamless workflow automation and will force technicians to work in different dashboards, effectively increasing the likelihood for errors.
Lack of scripting guardrails
The most effective technicians implement scripting to automate routine tasks. But without great governance or an RMM platform, it can turn into a Wild West situation. Poorly written scripts could threaten reliability, and technicians could potentially be reinventing the wheel with new scripts that do the same thing as ones their colleagues (or the vendor) have already written.
As such, you should ask around about how the vendor governs the use of scripts and what kind of library of pre-built scripts they have.
Minimal AI governance
As RMM tools start to build in more AI-driven features, buyers need to be mindful of the kind of transparency and governance their vendor offers around their use of AI. Weak AI governance can lead to privacy concerns and potential compliance issues. Pick a vendor with transparent AI policies and controls for AI-driven automation to safeguard you and your customers alike.
Inadequate support
There’s nothing worse than an RMM vendor that doesn’t have an MSP’s back in a crisis. Unfortunately, many service providers don’t learn that lesson until they’re in the thick of an issue.
Be sure to evaluate a vendor’s track record for customer service and support to ensure you have consistent, reliable, and quality technical support.
Hidden charges for onboarding or training
Not all red flags have to do with the tech itself. For instance, Terms and Conditions (TCO) is an important factor buyers should weigh.
It’s not uncommon for an MSP to see their budget dwindling if they didn’t consider what it would cost to onboard and train their staff for the new platform. Read through all proposals, contracts, TOCs, and be sure to get clarity about potential add-on charges for onboarding, training, and ongoing support.
Vendor lock-in
Finally, be sure to think of the long-term implications of a new RMM vendor relationship. Some considerations to think about that can help minimize the cost of switching providers when business needs change include how easy it is to migrate data, what contract terms look like, and support for open standards. It may seem counter-intuitive, but having a clear exit plan at the start of the relationship may be a great thing to have.
The 10 points explained here are just some of the many considerations MSPs should think about as they evaluate their RMM vendors. Check out Syncro’s RMM Buyer’s Guide for a more thorough look at what every buyer needs to know before they sign their next platform agreement.
We’ll be posting our last blog of this series in a few weeks, so be sure to check back soon!
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