Hidden Considerations When Shopping for RMM Platforms

Odds are, at least once during your time as an MSP you’ll look at switching your RMM platforms. While it can be painful to change platforms, this temporary pain can lead to long-term gains.

In our previous post, we presented a process for deciding the basic requirements you’ll need in an RMM tool. The features and functionality of an RMM tool absolutely need to be a primary consideration. But they’re not the only thing to consider.

Today, we’ll talk about why you should also look at how the company supports its customers, both during the onboarding process and on an ongoing basis. Doing this upfront can help ensure you have a good experience with the company over the long haul.

More than software

If you’re in a sales position as an IT service provider, you’re likely aware that businesses don’t just purchase IT services—they buy a relationship. They sign contracts for business partners who help them achieve their strategic goals, and they expect strong support and service.

You should want the same from your RMM vendor. Just because you’ve purchased something doesn’t mean you should be left to figure everything out on your own. Your RMM vendor should commit to robust service after the sale, both with immediate onboarding and with long-term support. Here are a few things to look for before you sign up with a vendor.

ONBOARDING ASSISTANCE

Switching from one platform to another can be a real challenge. Your vendor should offer resources to make it simpler for you to migrate your data and processes.

PLANNING

Some vendors will have an onboarding specialist reach out to help you prepare for the migration process. If you don’t configure your systems correctly, you’ll often run into serious hurdles further down the stretch. When a vendor takes the time to help you plan your migration, you’ll not only save yourself a lot of hassle, but you can also be confident they’ll have your back even past your RMM honeymoon phase.

SUPPORT TEAM RESOURCES

You should have the ability to reach out and contact the vendor’s support team via email, chat, or phone without having to pay extra. This support can be critical during the onboarding process. Some vendors will offer ongoing migration services to help you not only import data but also map your processes to the new system. Some will even point out tips on using the tools more efficiently and help you set up the system to best accommodate your business’s current workflow.

ON-DEMAND HELP

Of course, working with support or a migration specialist shouldn’t be the only option. If you prefer to set things up yourself or if you run into questions past the onboarding phase, the vendor should offer strong technical documentation and resources to help you answer your own questions. Whether this comes in the form of configuration guides, online help, videos, or knowledgebase articles, the quality of a company’s help resources make a huge difference in your own success.

BUSINESS HELP

Running a business is challenging and isolating. There’s simply too much to master to expect anyone to fully optimize their business. Most vendors employ experts in their respective fields—sales, marketing, management, and operations. They should share some of this expertise with you. Some options include:

BUSINESS REVIEW

In this instance, a team member presents an overview of business topics that may help your company—from currently successful programs and service packages to average industry prices. Whether it’s a group training or a one-on-one conversation, you should get some resources early on to give you ideas on how you can better achieve your business goals, whether that’s acquiring new customers, growing revenue, or finding new services to offer.

ON-DEMAND TRAINING

Your MSP software vendor likely sits on a lot of data. From quantitative data showing which programs are popular in the market to qualitative data they’ve gained from talking to MSPs, they simply have more opportunities to learn what works and what doesn’t for MSPs. A good vendor will share this knowledge and build out a function in their own business to create on-demand training like videos, presentations, or eBooks to help you build out your skillset. And unlike reading general books on sales or marketing, these vendors can give you specific advice tailored to the specific challenges of being in the MSP business.

LIVE TRAINING

Check how often your RMM vendor updates resources and connects with customers. They should offer regular webinars and trainings so you can not only refresh your existing skills but pick up on the latest trends in the market. For example, as a business, N‑able has a group of Head Nerds, a team of experts whose jobs revolve solely around educating and helping partners be successful. They give in-depth training on different areas including operational efficiency, automation, security, and data protection. You can sign up for boot camps that give you practical, hands-on training with the ability to ask questions of the experts.

Buying a relationship

Your first inclination when looking at a new RMM platform will often be to look at features. But you should also realize you’re not just buying a solution—you’re buying a relationship. The best companies see you as a partner, take an active interest in keeping you up-to-date with the latest trends, and make sure you start your relationship with them on the right foot. So when you’re talking with sales reps, ask them about the resources they’ll provide to help you get up and running and, more importantly, what training resources they offer on an ongoing basis. The best RMM vendors will truly care about your success as an MSP.

N‑able offers extensive onboarding resources and, just as importantly, ongoing training via the Customer Success Center, N‑able U, and our Head Nerd team. Learn about our two RMM platforms to see which is right for you by contacting us today.