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 Channel Futures

Business Models


12 Questions to Ask Before Switching RMM, PSA Platforms

  • Written by Joe Panettieri 1
  • August 27, 2013
AVG Technologies has introduced a special offer to switch Dell PacketTrap MSPs to Level Platforms Managed Workplace. The RMM (remote monitoring and management) switch offers are common across the industry amid all the M&A software activity. Here are 12 questions to ask before making a move.

The feeding frenzy has started. AVG Technologies, parent of Level Platforms, has introduced a special offer for former Dell PacketTrap MSPs — amid Dell’s decision to kill that platform. But that’s not all: Most of the major RMM (remote monitoring and management) software providers now have special offers or incentives to get MSPs to jump platforms — especially as M&A continues in the MSP software industry. So what’s my advice?

Take it slow. Think strategically. During a recent conversation with a major coach who also runs his own MSP business, he told me this: I don’t have time or motivation to switch tools, especially when there are more pressing priorities to address: Talent recruitment, sales, marketing, business development, etc.

Still, recent M&A deals represent an inflection point. And planning for 2014 gives you the opportunity to get your technical house in order. The questions I’d ask:

  1. Modern or Aging?: Are your current MSP software platforms still relevant?
  2. Innovation: Are your software and cloud partners investing in R&D and innovation fast enough?
  3. Reputation: Do your software and cloud partners keep their word when it comes to support and innovation?
  4. Vision: Two years from now, which platforms will be the market leaders and what does that mean for your current platform investments?
  5. Profits: Will a platform switch really, truly put you on a path to more automation and higher profit margins? Really?
  6. Reset: If you had to start your business from scratch today, what platforms would you choose? If the answer is different from what you’re currently running  — don’t panic. You still need to decide if the platform shift is truly valuable enough to shift.
  7. Features; When planning a shift you’ll hear all about the new features you’ll gain. But make sure you ask about all the features you may potentially lose.
  8. Demo: Can I evaluate the new platforms in a controlled environment? How easy is it to set up those test environments?
  9. Finance: What’s the TOTAL cost of ownership. Beyond the initial licensing fee, what’s the payment model — long term — for this platform?
  10. Transition: What migration tools/services does a platform provider offer to assist your company with a potential move? What peer MSPs have made similar moves, and how was the experience?
  11. Stability: If your current platform provider has undergone M&A, don’t panic as some employees come and go. Can you still get through to support? Is the parent well-financed? Are bug fixes and product enhancements still arriving on time?
  12. Reality Check: If I stay on my current platforms will it hurt my business? Really? Truly?

The good news for all MSPs: Amid all the industry M&A activity, RMM software providers are highly motivated to meet your needs, earn your business and retain your business. 

Some folks think it’s never been a better time to switch. Make sure you look before you leap.

Tags: Agents Cloud Service Providers MSPs VARs/SIs Business Models RMM/PSA

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2 comments

  1. Avatar Jeannine Edwards August 28, 2013 @ 8:18 pm
    Reply

    Hey JP!
    Great framework to

    Hey JP!
    Great framework to utilize when identifying choices in an RMM competitive upgrade. We feel strongly that our new partners should take the time in that decision making process to ensure readiness in committing appropriate resources to make the change. Have your techs had the opportunity to really check out the platforms? What about experiencing support in the trial process, and determining the longer term ROI factor?

    We’d add one more thing to your list…speak with other Solution Providers that have already made the switch. Utilize the community fully.

    And as always, we’re here to help MSPs consider LabTech as their RMM of choice. 😉
    j.

  2. Avatar Joe Panettieri August 29, 2013 @ 1:36 pm
    Reply

    Hey Jeannine: Thanks for
    Hey Jeannine: Thanks for offering some guidance. Must have been a brain freeze on my part. #1 piece of advice should have been “talk to other solutions providers that have made the move.” Sort of related to #10 on our list.

    Best
    -jp

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