Five Techniques to Refine RMM Protocols
MSP technology that offers remote support is likely going to get more and better customers. Everybody needs remote monitoring whether they believe it or not. Remote Monitoring and Support (RMM) can solve as much as 70 to 80% of all issues. With numbers like that, you can expect people who don’t have some kind of RMM solutions supporting their business as the exception rather than the rule. Remaining competitive as an MSP will require you get this kind of service provision eventually, if you don’t already. In order to make yours stand out above the rest, here are five solutions worth considering:
- If you can automate an IT process or task, then do so
- Work with more than one machine simultaneously
- Ensure your solutions do not interrupt your clients
- PSA (professional services automation) integration
- Consolidate management to a single location
APIs and scripts are easy to automate and lend themselves to this task. You can also automate post-sales communication with clients, regular checkups at statistically effective intervals, and infrastructural operational necessities. For example, sometimes to expedite helpdesk delivery, clients can fill out a survey related to the problem they’re experiencing. This is a bad example more for illustration than application— when an emergency happens, it’s best for clients to talk to a real human being. But it serves to demonstrate that if you can find a sort of “bottleneck” where you can optimize your MSP technology solutions, then you can optimize operations.
Work With Multiples Machines
Your MSP needs the ability to work on multiple client machines at the same time. Clients are definitely going to need this kind of service eventually. If not internally at one location, you may find your personnel dealing with issues from multiple clients at disparate locations. Be prepared for this eventuality by automating tasks which don’t require critical thought, and so freeing up your staff to “multitask” in reference to client needs.
Don’t Be an Interrupter
This is less about automation and more about being cautious: you don’t want your clients to drop everything whenever your tech team shows up. With automation, you can handle most issues remotely before the client even knows there is an issue. They should expect never to speak with you unless they need to. If you’re working with a dedicated, fixed-rate service model, you should be able to catch the vast majority of issues and solve them remotely without ever having a need to send people on-site— except perhaps for onboarding procedures, installations, or other direct hardware requirements.
Professional Service Automation, or PSA, should be complimentary to your RMM solutions. Integrating these two can bring you advantages like ticket management, capture of more billable hours, incident assignment based on appropriate techs, the ability to schedule new tasks for automation, the identification of and management of opportunities in sales, and the reporting and management of information pertaining to client configuration.
If you can have a support center that is centrally located, it will make integration, automation, and application of these solutions much simpler. It will also increase effectiveness in that application.
Creative Automation Yields Savings and Profit
MSP technology which can keep on the cutting-edge of tech will find new opportunities to integrate, automate, and optimize. If you can cut out 1% of the time here or there, by the time you’ve made 20 cuts, you’ve saved a 5th of every hour. And what is your time worth as an MSP? Automation preserves the client and your resources: it’s a win-win.