Managed IT services have undergone significant change and evolution in a very short time. As an IT service provider, remote monitoring and management (RMM) is at the core of your business, allowing you to manage a large number and variety of endpoints.
At the same time, your clients have grown to expect 24×7 uptime with outstanding customer service, potentially leading to some growing pains on your end.
Eventually, these growing pains can turn into growth inhibitors, whether they involve technology, labor costs, or service delivery issues.
So how can your MSP business remove these growth barriers? How can you successfully get on the path from “here” to “there?”
As you look to scale your IT monitoring revenue, the following tips will help you combat common challenges that may come up along the way.
Look beyond desktops and servers
Technology drives business innovation. Your clients are part of a hyper-connected world featuring more and more endpoints and advanced technology than ever before.
What’s more, technology advances have caused a shift in how you offer RMM services. It’s no longer just about monitoring PCs or servers—MSPs are expected to cover the whole network, as well as the devices that are connected to and entering it.
Say, for example, that a client’s email isn’t working. This scenario isn’t exceedingly disruptive to the business because the problem is contained to one device. It’s fairly easy to troubleshoot.
On the other hand, if a business’s network or Wi-Fi isn’t working, it can affect the entire IT environment, causing the business to suffer from costly downtime.
There’s a clear opportunity and value in catering to the network needs of your clients. By expanding your RMM offering to cover the network, as well as its devices, you can position yourself as an all-encompassing IT provider and effectively grow your revenue.
There are comprehensive RMM solutions available that can help you manage and automate networks at scale, the same way you manage servers and endpoints. Or, you can look for an add-on to offer network coverage.
Whichever route you choose, the goal is to cover the entire network and monitor the health of the IT environment as a whole. As a result, clients will view you as that one-stop shop for their monitoring needs, leading to simplified management, happier clients, and more profit in your pocket.
Cut down on the noise
The reality for MSPs is that the more clients you take on, the more you’re left to manage. Unfortunately, this can lead to ‘noise’ that hinders productivity.
When you and your team are stuck wading through waves of data and tickets all day, you might miss issues that actually require action. You also have less time to focus on more strategic work or building client relationships.
So how do you simplify IT management and cut down on this noise?
A quick way to simplify the issue resolution process is by leveraging a shared knowledge base. Adding notes to a ticket with past or related fixes makes it easier on the tech that’s working to resolve it.
Also, you could benefit from managing your alert thresholds. False positives can be filtered out so your inbox can be dedicated to those notifications that truly require your attention. Some RMM tools can even filter, consolidate, and categorize tickets for you—making a huge difference in productivity and profitability.
In any case, being able to filter out false positives allows technicians to minimize their time identifying issues and maximize their time solving problems. By regaining this valuable time, you and your team will be free to spend it doing what you do best: delighting—and growing—your client base.
Leverage a third-party network operations center
You simply can’t sustain profitability if you’re running your team into the ground as you struggle to support your clients. The key to extracting the most from your team and propelling your business to success is by maximizing your techs’ time. One way to achieve this is by partnering with a network operations center (NOC).
Having access to an on-demand center of experts, such as a NOC, allows you to cut down on inefficiencies and put your techs’ valuable skills to better use.
Think about it: When your in-house techs can offload the technical heavy-lifting of their day-to-day, they’ll be free to focus on revenue-driving projects that increase your profit margins and grow your business.
What’s more, they’ll appreciate the opportunity to be free of tedious tasks and take on more fulfilling work.
Keep these important points in mind and you’ll see your RMM line of business become much more efficient and profitable.