Skip to main content
SolarWinds MSP
  • Login
  • Support
  • Partnerships
    • Partnerships Overview
    • Solution Provider Program
    • Technology Alliance Program
    • Distributor Program
SolarWinds MSP
  • Products
    • SolarWinds N-central Automate what you need. Tackle complex networks. Try this remote monitoring and management solution built to help maximize efficiency and scale.
    • SolarWinds RMM Start fast. Grow at your own pace. Try this powerful but simple remote monitoring and management solution.
    • SolarWinds EDR Defend against ransomware, zero-day attacks, and evolving online threats with Endpoint Detection and Response
    • SolarWinds Backup Manage data protection for servers, workstations applications, documents and Microsoft 365 from one SaaS dashboard.
    • Mail Protection & Archiving Protect users from email threats and downtime.
    • Password Management Easily adopt and demonstrate best practice password and documentation management workflows.
      • Passportal Demo
    • PSA & Ticketing Manage ticketing, reporting, and billing to increase helpdesk efficiency.
    • Remote Support Help support customers and their devices with remote support tools designed to be fast and powerful.
  • Solutions

    I'm looking for...

    • Security Solutions
    • Monitoring Solutions
    • Efficiency Solutions
  • Resources
    • Blog
    • Webcasts & Events
    • Ask the N-central Experts
    • Daily Live Demos
    • RMM Foundations Training
    • Upcoming Events
    • Upcoming Webcasts
    • Resource Center
    • COVID-19 Resources
    • Resource Library
      • Case Studies
      • Product Information
      • eBooks
      • White Papers
      • Infographics
    • SolarWinds MSP Free Tools
    • GDPR Resource Center
    • Security Resource Center
    • MSP Institute Webinar Series
    • MSP Advice Project
  • About
    • Contact
    • Customer Success
    • Worldwide sales and support
    • Careers
    • Awards and Recognition
    • Get A Quote
    • Newsroom
      • Press Releases
      • In The News
      • Media Contacts
      • COVID-19 Response
    • Leadership Team
    • Legal
      • Cookie Policy
      • Privacy Notice
      • Software Services Agreement
      • Terms of Use
      • Backup Fair Use Policy
    • Security
      • SolarWinds Security Statement
      • Vendor Data Protection Requirements
    • Support
  • IT Departments
  • Contact Sales
    • Get A Quote
    • General Inquiry
  • TRY NOW
    • SolarWinds RMM
    • SolarWinds Backup
    • MSP Manager
    • SolarWinds Passportal
    • SolarWinds N-central
    • SolarWinds Mail Assure
    • SolarWinds Risk Intelligence
    • SolarWinds Take Control
  • Request a Quote
  • Try Now
    • SolarWinds RMM
    • SolarWinds N-central
    • SolarWinds Backup
    • MSP Manager
    • SolarWinds Mail Assure
    • SolarWinds Passportal
    • SolarWinds Risk Intelligence
    • SolarWinds Take Control
Request quote
Filter Blogs
  • Filter by:
  • MSP Business
    • Automation
    • Backup & Disaster Recovery
    • Security-series
    • Best Practices
    • Business
    • Business Growth
    • Business Risk
    • Cloud Computing
    • Customer Service
    • Cybersecurity
    • Cybersecurity Awareness Month
    • Data
    • GDPR
    • Internet of Things
    • IT Support
    • ITSM
    • LOGICcards
    • Machine Learning
    • Mail
    • Managed Services
    • Marketing
    • Mobile
    • Networking
    • Operations
    • Podcast
    • Product
    • PSA
    • Remote Management
    • Research & Trends
    • Risk Intelligence
    • Security
    • Security Vlog
    • Service Desk
    • Services & Support
    • The Head Nerds
    • Tips & Advice
    • Training
Home Blog MSP Business Remote Management Hidden Considerations When Shopping for RMM Platforms
Remote Management

Hidden Considerations When Shopping for RMM Platforms

By SolarWinds MSP
30 July, 2020

Recently, we posted an article on switching your RMM platforms. Odds are this will happen at least once during your time as an MSP. 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

CTA Image

Try SolarWinds N-central Today

Try the powerful N-central solution for free.

Try It Free

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

CTA Image

Try SolarWinds RMM today

Get the tools you need to manage, secure, and improve all things IT—all within a single web-based dashboard.

Try It Free

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, SolarWinds MSP 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. 

 

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

 

Additional reading

What to Look for When Switching RMM Platforms
Why Integration Is a Critical Component of MSP Growth
Top Five Remote Monitoring, Management Criteria to Fuel MSP Business Growth
You might also like...
IT Support

Seven Features Remote Assistance Software Should Have

Remote Management

TAP Blog Series: Multi-SaaS Management

IT Support

Five Ways to Ensure Your Remote Support Sessions Are Successful

Remote Management

Remote Monitoring and EDR: Better Together

IT Support

12 Rules That Will Help You Effectively Manage a Remote Support Team

IT Support

Remote Support Software: Key Features Checklist

Want to stay up to date?

Get the latest MSP tips, tricks, and ideas sent to your inbox each week.

Loading form....

If the form does not load in a few seconds, it is probably because your browser is using Tracking Protection. This is either an Ad Blocker plug-in or your browser is in private mode. Please allow tracking on this page to request a subscription.

Note: Firefox users may see a shield icon to the left of the URL in the address bar. Click on this to disable tracking protection for this session/site

Recent Posts
  • January 2021 Patch Tuesday: One Actively Exploited Vulnerability and a Few Likely to Be
  • TAP Blog Series: Maximizing Your Service Delivery Opportunity
  • Why Do MSPs Choose SolarWinds Backup? IT Central Station Finds Out
  • Seven Features Remote Assistance Software Should Have
  • TAP Blog Series: Creating Your Automation Strategy—Three Key Components You Must Have in Place
Categories:
  • Security (229)
  • Tips & Advice (122)
  • Best Practices (94)
  • Managed Services (86)
  • Backup & Disaster Recovery (82)
  • Business Growth (75)
  • The Head Nerds (74)
  • IT Support (41)
  • Business (39)
  • Cybersecurity (37)
  • Automation (36)
  • Operations (33)
  • Mail (33)
  • Remote Management (27)
  • ITSM (25)
  • Data (21)
  • Cloud Computing (21)
  • Networking (21)
  • Marketing (14)
  • Product (11)
  • PSA (10)
  • Service Desk (4)
  • Services & Support (4)
  • Mobile (4)
  • Risk Intelligence (4)
  • Customer Service (3)
  • Internet of Things (3)
  • GDPR (2)
  • Research & Trends (2)
  • Training (2)
  • LOGICcards (1)
  • Business Risk (1)
Show moreless
SolarWinds MSP

Products
  • SolarWinds RMM
  • SolarWinds N-central
  • SolarWinds Backup
  • SolarWinds EDR
  • SolarWinds MSP Manager
  • SolarWinds Mail Assure
  • SolarWinds Risk Intelligence
  • SolarWinds Take Control
  • SolarWinds Passportal
  • All Products Use Cases
Solutions
  • Security Solutions
  • Monitoring Solutions
  • Efficiency Solutions
  • Identify which RMM solution is right for me
  • Drive Efficiency with Automation
  • Manage my MSP Business More Efficiently
  • Manage my IT Department More Efficiently
  • Layered Security
  • Cross-Platform Support
  • Data-Driven Insights
About
  • About Us
  • Careers
  • Newsroom
  • Leadership Team
  • Upcoming Events
  • Subscription Preferences
  • SolarWinds
  • SolarWinds Trust Center
  • COVID-19 Response
Support
  • SolarWinds RMM
  • Solarwinds N-central
  • SolarWinds Backup
  • SolarWinds Mail Assure
  • SolarWinds Take Control
  • SolarWinds MSP Manager
  • Solarwinds Risk Intelligence
  • Solarwinds Threat Monitor
  • SolarWinds Passportal
  • SolarWinds Take Control Downloads
  • Backup & Recovery Downloads
  • Service Status

Footer 2

  • Legal Documents
  • Privacy
  • California Privacy Rights
  • Security Information
  • Sitemap

© SolarWinds MSP Canada ULC and SolarWinds MSP UK Ltd.
All Rights Reserved.