Channel Transitions: Reasons MSPs Are More Successful With RMM
IT solutions providers had the opportunity to consider the positive impacts remote monitoring and management (RMM) can have on their businesses during Business Solutions’ Channel Transitions VAR/MSP Executive Conference on June 4 at the DoubleTree Newark Airport.
BSM editor in chief Mike Monocello conducted an onstage interview with Jessica Schroder, community manager for MAXfocus along with MAXfocus partner Jason Brunt, CEO of e3 Technical Solutions who shared how RMM works for his business. E3 has more than 70 percent approved customers on managed services contracts and experienced 100 percent growth rate in 2014.
Schroder explained to attendees at the conference — who are in the process of transitioning from break-fix to managed services — that, in general, an automation tool such as RMM is going to be good for business. It enables you to take care of more customers, it eliminates the need to travel to clients’ locations every time they experience problems, and it even helps prevent major problems from occurring. “When you’re able to take care of things on the front end, before they become major problems, that’s how you keep customer uptime,” Schroder explained.
It also means more time for you. Brunt said, “When I was working 50 end points I started using MAXfocus because it helped me to have more time to manage my clients, and this does free up a lot of your time.”
He said the RMM tool has made a significant impact by enabling his company to focus on preventive versus reactive maintenance. In addition, the tool allows e3 to show clients what they’ve done over the quarter that they probably didn’t notice, like daily or weekly checks on software, devices, or servers. “It just seems to build a relationship of confidence and trust,” Brunt said.
Schroder advised, “Because your customers aren’t seeing you a lot because you’re not going to their offices, a key thing is always keep in contact with your customers, keep that relationship.”
“They don’t know what you’re doing. They don’t know that you’re bringing them value. You need to make sure. Don’t just wait once a year to do a review if you can do quarterly reviews for your customers. It’s really important that they know what you’re doing for them,” she said.
Brunt added that this can also be a sales opportunity; quarterly reviews provide the opportunity to discuss your clients’ needs and additional solutions that can help them.
Business Solutions held Channel Transitions at the DoubleTree Newark Airport on June 4, 2015. Platinum sponsors were MAXfocus from LogicNow and Mercury Payment Systems, a Vantiv Company, and industry association partners were The ASCII Group, CompTIA, and the Retail Solutions Providers Association (RSPA).
MAX RemoteManagement is a cloud-based remote monitoring and management (RMM) platform used by more than 12,000 MSPs and IT services providers. For your free 30-day trial of MAX RemoteManagement, click here.