LabTech 2011.2 Arrives for Managed Services Providers
LabTech Software has launched LabTech 2011.2, a managed services software upgrade that includes so-called “direct tunneling” capabilities. Apparently, direct tunneling creates an IP tunnel from an MSP to a customer PC or remote system that requires management. LabTech 2011.2 arrives at a key time for the software company, which must balance rapid growth with continued innovations and expanded partner support services.
First, the news: In addition to the tunneling feature, LabTech 2011.2 supports a multi-vendor anti-virus management dashboard; agent deployment dashboard; and StorageCraft Backup Management Dashboard. LabTech claims the upgrade also offers improved reports, one-click connections between customers and MSPs; and more hardware inventory capabilities. In an email to me, CEO Matt Nachtrab asserted: “We have fixed every known bug in the system.”
But here’s the real challenge: Even as LabTech offers new software updates, the company must also build out its service and support capabilities worldwide. I think LabTech had about 200 MSP partners — customers — when ConnectWise Capital invested in the company in early 2010. Now, I think LabTech’s customer count has pushed beyond 2,000 partners. (I need to double-check those figures.) Plus, Nachtrab was in Europe last week evangelizing LabTech’s software to MSPs in multiple countries.
Nachtrab anticipated my question about global support before I asked it. In an email to me about LabTech 2011.2, he also mentioned: “We have invested heavily in support, implementation, consulting, documentation, and quality assurance.”