How RMM Tools Can Assist MSPs in Expanding Their Reach

December 29, 2020

How RMM Tools Can Assist MSPs in Expanding Their Reach

By Bjorn Leenen

Bjorn Leenen is a Solutions Engineer at Datto, Inc. He works in our Amsterdam office serving the Benelux region and helps out in the rest of EMEA. He is CISSP certified for over 7 years now and has worked in IT for over 20 years.

Traditionally, managed service providers (MSPs) targeted clients that were in their local area. The reason was simple: If something goes wrong, the MSP would need to be able to get to the customer to resolve the issue.

COVID-19 has changed the way MSPs work. On-site visits are either no longer possible, or not advised. Organisations have closed their offices, and a fully-remote workforce is the new way of working for many.

So, how can MSPs address issues for their clients that arise during the pandemic? The answer is simple: MSPs should lean on their remote monitoring and management (RMM) solution. With a robust RMM tool, MSPs can address client needs immediately from the comfort of their home or office. Plus, with a fully-integrated professional services automation (PSA) solution tracking tickets, their time, and transfer issues between colleagues, they have a full, single-pane-of-glass view of their clients’ needs and how they’re addressing them.

RMM opens up a massive opportunity for MSPs looking to expand their reach—it enables them to work with clients beyond their service call radius, as they can meet their needs remotely.

For MSPs looking to expand their reach, RMM can be used to communicate the value of managed services, when compared with on-demand or break-fix services they are familiar with. PSA tools can take this a step further with integrated reporting. The combination of these two solutions allows MSPs to be accountable for their clients, making it easy to monitor, manage, audit, and report on clients’ IT infrastructure.

Businesses are Shifting to the Cloud

Microsoft saw an exponential increase in Teams usage since the beginning of the COVID-19 pandemic. This was expected—people needed to communicate with each other, and the option to see coworkers, friends, and family via webcam brought some comfort in a challenging time. Virtual meetings were more important than ever, as changes in the global economy forced businesses to adapt quickly.

As a result of this rapid shift to the cloud, we at Datto also saw an increase in adoption of cloud-to-cloud backup for clients’ valuable Microsoft 365 and Google Workspace data. Microsoft recommends a third-party backup tool to protect data in Microsoft 365 and the increase in usage of backup tools is likely falling in sync with increased adoption of cloud-based tools overall.

Zoom saw an increase in new users of 353% in Q1 of 2020. To meet the increasing demand of Zoom usage, we added Zoom to our third-party patching policy in Datto RMM—this keeps it up to date automatically, mitigating potential vulnerabilities.

There has been an increase in monitored endpoints with Datto RMM because our partners are no longer able to physically service an endpoint in their client’s building. Patching, monitoring, remote control, remote takeover - it is all more challenging when business happens outside of the trusted network of the clients' but instead, on insecure home networks. As a direct result of that, there is opportunity for the region you do business in to be broadened.

I was recently speaking with a relatively small Datto partner in The Netherlands that is doing business with a small enterprise in the US. They are not alone in this. Many partners we have been talking to are focusing more on their specialties and don't let physical borders limit them. To overcome the eventual need for on-site assistance, many partner with local IT service providers.

My question to you is this: Are you ready to offer your services to a larger audience, and are your tools scalable to help enable your potential growth?

To learn more about how Datto’s solutions are poised to help MSPs grow their margins and their markets, schedule a free demo with a Solutions Engineer today.

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