12 Questions to Ask Before Switching RMM, PSA Platforms

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.