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RMM Tools: Use Cases & Benefits for MSPs

What is an RMM tool?

A remote monitoring and management (RMM) tool is a software solution that provides IT management capabilities for computers, servers, and other network devices.

RMM tools are staples for managed service providers (MSPs) that provide IT services to multiple clients because they enable remote monitoring, troubleshooting, automation, and reporting.

Syncro g2 Badges - Easiest Setup, Most Implementable, Highest Performer 2023

RMM tools can help scale your MSP business

An RMM tool is a cornerstone of running a profitable MSP or efficient help desk. With RMM software, teams can automate and scale IT service management and monitoring tasks so humans can focus on more complex work.

In a world where remote work is changing the way IT assets are deployed, the flexibility provided by RMM software is becoming even more important. For example, a support technician can use an RMM tool to remotely access a client’s machine and troubleshoot a problem without leaving their desk. Further, advanced scripting and automated patch management capabilities allow teams to complete IT maintenance without manual work.

As a result, MSPs that use RMM tools can more efficiently service their clients, improve end-user outcomes, and increase profits. And, in many cases, the right RMM tools for MSP businesses can make a significant difference. For example, a small MSP was able to save a full-time employee’s salary and give a partner 25% of their day back by switching to Syncro.

 

Key features to look for in an RMM tool

Finding the right RMM tool requires balancing business needs, functionality, and cost. What’s right for one MSP might not be right for another. Below are 10 key features to consider when you evaluate RMM software.

  • Easy RMM agent install

    RMM agents enable technicians to monitor, access, and control remote endpoints. The easier it is to add an RMM agent to an endpoint, the less friction there is in onboarding. When evaluating MSP software, consider the complexity of agent install and configuration, supported operating systems, and the number of assets you plan to manage. With an easy RMM agent install, you can quickly ramp up assets under management and speed up time to value for your business and clients.

    Did you know? G2 recently recognized Syncro as the “Easiest Setup” and “Most Implementable” in the small business category.

  • Monitoring and alerting

    Monitoring endpoints for resource utilization issues, performance problems, and policy violations helps MSPs detect — and potentially resolve — problems before their clients report them. Ensure your MSP tool supports alerts and notification channels that enable you to quickly identify issues and support your SLAs (service level agreements).

  • Custom scripting

    Creating and running custom scripts can drastically improve MSP efficiency. MSPs can use custom scripts for everything from software installation to issue remediation. As you evaluate MSP tools, look for flexible scripting solutions that are easy to scale across your infrastructure.

  • Automatic issue remediation

    It’s good when an MSP can detect an issue before their clients and solve it. It’s great when an MSP can automate the solution so they can “solve problems in their sleep.” Automatic issue remediation combines alerting with other RMM capabilities like scripting to help MSPs automate ticket resolution and improve MTTR (mean time to resolution).

  • Remote access and backgrounding tools

    Automation helps reduce the need for technicians to access endpoints manually, but it doesn’t eliminate it completely. This is IT, after all. Helpdesk tickets and client issues will still sometimes require access to a specific endpoint for troubleshooting and debugging. Backgrounding and remote access tools such as one-click remote access make it easy for technicians to solve problems remotely.

  • Endpoint security and managed antivirus

    Cybersecurity is a key aspect of modern business. Even small clients are at risk of a breach. Managed antivirus (MAV) features help MSPs improve their client’s security posture and reduce risk. As you evaluate MAV capabilities across MSP tools, look for solutions that help you avoid antivirus vendor lock in and provide security features such as real-time threat detection and malware scans.

  • Patch management

    Effective patch management is one of the most impactful ways an MSP can improve their clients’ security posture. You can’t eliminate every cybersecurity risk, but regularly applying patches reduces exposure to vulnerabilities with known exploits. The right RMM tools help MSPs scale, audit, and refine patch management across their client base.

  • Policy management

    Asset policies enable MSPs to define a baseline for asset settings and preferences. If an asset deviates from a policy’s rules, technicians can receive an alert or configure an automation to address it. An RMM tool with robust policy management capabilities provides MSPs with better overall asset governance to maintain consistency and detect when assets are misconfigured.

  • RMM and PSA integration

    Integrating an RMM tool with a PSA (professional services automation) platform provides MSPs with significant operational efficiencies. With an all-in-one MSP platform that integrates RMM and PSA capabilities, MSPs can reduce tool sprawl, have a single source of truth for data, and streamline IT and back-office workflows.

  • Activity reporting

    Reports and visualizations help MSPs keep track of MSP KPIs (key performance indicators) and demonstrate value to clients. Look for RMM tools that support reporting dashboards and report creation that align with your business needs and enable tracking of the KPIs that matter to your business.

    RMM tool benefits

    RMM tools are an MSP staple for a reason. Taken together, the benefits below lead to a healthier bottom line and happier clients.

    Key RMM tool benefits for MSPs:

    • Improved efficiency- PSA integrations, automations, and remote management enable MSPs to do more with less.
    • Better visibility- An RMM tool allows MSPs to capture, visualize, and alert against key metrics from a single platform.
    • Increased control- Automations, patches, and policy management streamline and scale the process of maintaining properly configured and maintained assets.
    • Higher uptime- RMM alerts and automated remediation help MSPs improve overall workload availability.
    • More flexibility- With remote access to client machines, MSPs can simplify the process of supporting remote work.

    How Syncro helps you run a more profitable MSP

    • “Overall, our business would not be where it is now without Syncro. The cost has allowed us to make a profit, even when we were shooting ourselves in the foot with our low client rates. The support team is pretty fast and very friendly which is very important to someone who is in support.”
      – David S. Owner of an Information Technology and Services business that switched from ITarian to Syncro (Source: Capterra)

    Syncro is an all-in-one integrated MSP platform with RMM and PSA capabilities and is purpose-built to help MSPs run a more profitable business. MSPs trust Syncro to help them optimize and scale their business while keeping clients happy. Unlike some other RMM platforms, the per-technician pricing model is designed to incentivize and support (not penalize) MSP growth.

    To test drive Syncro for yourself, sign up for a free trial today.

    The Syncro Team