Switching RMM Platforms: A How-To Guide for MSPs

For any MSP business, change is an everyday part of operations. Whether that’s expanding your service offerings to meet new demand, or continuously iterating on your processes, “change” — and the ability to execute it well — is essential for growth-minded MSPs. When it comes to switching RMM platforms, however, change can be intimidating.

If you’ve outgrown your current RMM platform, you might already be considering new RMM vendors. But it’s not as simple as picking a new tool and magically moving your customers and data overnight, with zero chance of service interruptions. It’s understandable why MSPs would be cautious about making such a big change!

If you’re looking for some guidance or reassurance about switching to a new system for remote monitoring and management, this post is for you.

The importance of getting buy-in

Moving to a new RMM will probably create some internal tension. You may have technicians who are deeply attached to your current system, and the whole team might have to help organize your data before you can move it. So follow these steps to minimize friction:

1. Ask for input

If you’re considering switching RMMs, you’ve probably already identified deficiencies in your current RMM system. But ask technicians for input. What “workarounds” are they using to compensate for missing functionality? What tasks do they wish they could offload or automate? This information will help you in your search for a new vendor.

2. Do the math

With the input from technicians, you can begin to assess how inefficiency is straining resources. For example, if every technician tells you they spend 10 hours a week on tasks that could be automated with better tech, that’s a good argument for upgrading to a new system.

3. Determine what you can replace

This may sound counter-intuitive, but switching RMM software could actually save you money. That’s because RMM software designed for MSPs can replace a lot of the disconnected apps and systems teams use to do their work. So you can trim your tech stack and recurring subscription fees, and increase operational efficiency.

4. Lead the way

With team input, data to support the need for change, and a way to articulate ROI, you can ease concerns about switching RMM providers and start searching for your new vendor.

How to choose the right RMM platform

Make a list of what’s most important in your search for a new RMM tool. That list could include high-level needs — like quick deployment — or granular needs, like integrations with specific apps you want to keep.

When evaluating RMM solutions, focus on features that match your internal and client-facing needs. Think about how you might want to expand your services, and make sure you choose a platform that can scale with you.

At a minimum, consider the following before switching RMM solutions:

Technical features

All RMM tools include features technicians need to do their jobs. But the depths of those features can vary considerably between RMM platforms. For example, RMM software that offers AI-powered ticketing management can be a better investment than a platform with basic ticket-handling features.

AI, by the way, expands the capabilities of your technicians. It does not replace them. It also helps you scale without creating more work for your team or needing to hire more people.

Security

Switching RMMs could give you access to better security features. Syncro, for example, includes the Acronis Cyber Protect Suite, which means MSPs get access to this technology and Acronis support without paying additional licensing fees.

Client communication tools

Client communication is an important part of the job, and some RMMs greatly improve client satisfaction with features like a self-service client portal and easy-to-understand reporting.

With the right RMM tool, you can sync all client communication to your dashboard, regardless of whether clients contact you via email, phone, or SMS. Technicians spend less time tracking down requests and information, and you have an audit-ready communication trail for every client.

Operations management tools

Some RMM tools also include PSA functionality, so you can manage contracts, billing, and payment processing. The ability to sync operational tasks and client-facing tasks can greatly improve efficiency. Plus, when technician billable time automatically syncs with billing, you can eliminate a lot of the problems (and tedium) that come with manual time-tracking.

How to compare RMM providers

In the final stages of choosing a new RMM provider, look for content that helps you discern the differences between them. Look for a straightforward comparison of MSP platforms, with a helpful FAQ section, or check out sites like G2 and Capterra to see what customers think about these tools. Read customer testimonials. Then explore features by signing up for a free trial if that’s an option (Syncro offers a free trial; some RMM providers don’t).

How to make the switch

Your new RMM provider wants this partnership to work, so you’ll have access to plenty of resources that can help prepare for migration and onboarding. They may also have migration tools that connect to your new RMM for the seamless transfer of data.

When you’re ready to switch to your new RMM software, do some “housekeeping” to support the migration:

• Ensure all data fields are consistent
• Delete duplicate records
• Backup data
• Define your timeline
• Tell clients what’s happening, and why
• Extract data from any software you’re sunsetting
• Schedule staff training if necessary

In no time, you’ll be on the other side — and enjoying the benefits of your new RMM system!

Make the switch to Syncro

Find out why MSPs choose Synco to manage their business. Our on-demand demo is ready when you are!

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