Over the past couple of decades, technology has become an essential part of virtually every type of business. Most small and mid-sized businesses, however, do not have the budget (or need) to hire on dedicated tech support teams. To meet the tech needs of these companies, the managed services industry was born. Managed service providers in the tech field employ multiple different types of technical experts, and offer their services to multiple different companies. This allows the companies to benefit from experienced technical support without having to absorb the high costs of hiring these professionals full time.
If you run or work for a tech-focused managed service provider, you want to provide technical support to as many companies as possible to maximize your profits. This means you need to work efficiently. One of the most efficient ways to provide managed technical services is by using remote monitoring and management (RMM) software.
What is RMM Software
RMM software allows you to connect to computer systems remotely and work on them as if you were there in person. In addition, they provide a variety of different monitoring tools so that you can keep track of how systems are running and be alerted when there is a problem.
To use RMM software, you simply install it onto your client’s computer systems and set it up according to the types of services that you are providing them. Once installed, you can configure the software to perform a variety of specific tasks, including the following:
- Remote Troubleshooting – One of the most common uses of RMM software is to connect to a client’s computer systems to troubleshoot problems that they are experiencing.
- Remote Updates – You can connect to specific systems or entire networks to perform software updates. You can update most any software, including operating systems, from the comfort of your home office.
- Implement Security – It is often necessary to adjust security systems over time as new employees join a company or new threats are discovered. With RMM software, you can take care of these administrative tasks remotely.
- Monitor for Outages – RMM software can monitor software, hardware, and networks for problems. If an outage, error, or other problem occurs on one of your client’s systems, you will be notified. This not only allows you to troubleshoot remotely but also improves the level of service you can provide to your customers.
- Streamline Tech Help – If your customer needs help performing various tasks, you can connect to their systems remotely and show them exactly what they need to know. This is much easier and more effective than trying to walk them through tasks over the phone or having to go out to their location to provide them support.
- Mobile Connectivity – Most managed services providers offer 24/7 support options to their customers. If you don’t have the staff to be in the office all the time, you can use RMM software even while on the go. Most RMM suites will allow you to connect to your client systems through a mobile app so you can perform many tasks even when you are on the go.
Of course, the specific benefits of RMM software that you will enjoy will depend largely on what types of managed services you are providing to your clients. Having the ability to perform these, and many others, common tasks remotely will make it so you don’t have to spend time driving out to each client’s location, which saves you a lot of time and money.
Is RMM Software Secure?
One of the first questions many people ask when considering RMM software is whether it is secure or not. This is an important question because you are setting up outside access to computer systems. If hackers can hijack this connection, they would have full control over the computer systems. This, of course, is going to be a huge concern both for your managed services company and all of your clients.
Fortunately, all reputable RMM software options are built from the ground up with security in mind. They use advanced encryption techniques to ensure that the data that is being passed between your systems and those of your clients cannot be hijacked. This type of software will allow you to use things like multifactor security, local authentication, and other options to guarantee that hackers cannot use this type of connection even if they somehow attain the username and password that is used.
Which RMM Software is Best for You?
There are many different types of RMM software out there to choose from. Finding the one that will provide you with the features you need and the user interface that you love can take some time. One of the most popular options come from the WatchGuard company. They make a number of different options including their Systems Management suite and their Fusion option, which offers remote connectivity and endpoint protection.
If you don’t want the advanced monitoring solutions that come with RMM software, you can also opt for a simple remote computer control option such as TeamViewer. This, of course, does give you far fewer features but it can still be an effective option if you are just starting out. Over time, however, the added services you will be able to provide to your customers when you have a full RMM software suite will make the investment well worth it.
Is Remote Monitoring and Management Software Worth the Investment
As a technical managed services provider, you don’t want to make the mistake of buying technology just because it is available. Making smart purchases is critical for the long-term success of your company, which is why it is good to ask whether RMM software is really worth the investment. This type of technology is surprisingly affordable and offers many significant benefits, so in almost all cases it is going to be worth the investment. In fact, it is hard to imagine being able to run a managed services company without access to this type of software.
