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5 Ways to Improve Your MSP Service Level Agreement (SLA)

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5 Ways to Improve Your MSP Service Level Agreements (SLAs)

SLAs are the foundation of your MSP business. They are essential to building strong client relationships and must be clear, reasonable and well-constructed.

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Is Your RMM Solution Holding You Back?

Posted November 16, 2016by Joseph Tavano

The end of the year presents a great time to start reevaluating the products, subscriptions, services and contracts for your technology, to decide if they are still the best fit for you business. Often, it becomes apparently clear over time when your technology is not aligned to meet the current needs of your business. However, when forecasting for greater growth in the future, the outlook can become murkier.

How do you know if your technology is holding you back—specifically your RMM solution? How can you tell if your business is getting the most out of their platform—which is arguably the core pillar of your business?

In a recent episode of MSP Radio, Continuum Senior Channel Development Manager Frank Bauer described a number of ways to recognize and evaluate your RMM solution, and when it may be time to make a switch to one built for your growth and success.

“Your RMM solution gives you the ability to be proactive, which is one of the tenets of managed services. When that breaks down—if your team is spending too much time on the tool—or if you miss an alert or something of that nature, when that breaks down, you’re missing an element of your proactive service. It's very important that you’re choosing the right solution that is going to enable you to be proactive. It’s not going to miss an issue if you didn’t have alerts set up for it. It’s going to work right out of the gate. And [with this solution,] you [will] have the support structure behind you from your vendor to ensure your RMM is working consistently, routinely, and has a very high success rate for your organization.”

Frank also had some clear recommendations for deciding not only when to switch, but how the process should go.

"You’re never going to know [when to switch] unless you're tracking the right things. You need to start somewhere. So if you don’t have those tracking mechanisms in place, you’re not really going to know what the impact of switching is going to be, because you have no basis for what that cost is. You don’t understand what your total cost of ownership is. You don’t understand how much time your team is spending remediating tickets. And with that time, how much those tickets are costing you.

By just making a “random” switch, you may appease some of your team members in the short term, because they prefer the interface or a specific software function, but you won’t know what the financial impact is going to be.

Here’s a story I like to share. Several years ago, I worked with a partner who was on a different RMM platform, and they did it [switched to a new RMM] 'the right way.' There was a level of frustration on their part—so this particular MSP said, 'Alright, I really want to understand how much time we’re spending on the tool.' So, they began tracking it. And they began tracking it very closely. Only once they did that did they have a good appreciation of what their total cost of ownership was. During this time, they also started trialing Continuum RMM. Once they compared the time they were spending on their other RMM solution compared to the time they were spending on Continuum, only then did they say, “Wow, Continuum is a no-brainer.”

To hear the full conversation with Frank Bauer, listen here.

Subscribe to the Continuum Podcast Network here.



Joseph Tavano is Senior Content Marketing Manager at Continuum, with more than 14 years of experience in content creation, content marketing, event marketing, marketing communications, demand generation and editorial across a range of industries. He is the author of several eBooks, blog posts, thought-leadership articles and other marketing and product collateral that enable Continuum partners and IT service providers in the channel to make their businesses stronger and grow their profits. In 2016, he launched the Continuum Podcast Network, which publishes multiple shows every week and reaches tens of thousands of IT professionals every year. A native of Boston, he holds bachelors in English and History from Suffolk University and resides in Salem, Massachusetts.

Topics: Business Growth, RMM

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