Best RMM for Small MSP businesses : A Comprehensive Guide

Customer-centric approach and support

This should be your no.1 consideration when choosing an RMM solution. As a small MSP, your clients are used to getting quick, comprehensive support from you, and it’s crucial that you maintain or even better the relationships you’ve built with them as you grow and acquire more clients. The chosen RMM platform should facilitate a customer-centric approach, enabling the MSP to dedicate full attention to each client's unique needs. There are two key capabilities that your RMM platform should have to achieve this:

• Automation
• Centralized control

We’ll explore these capabilities in more detail in the next sections.

Automation and scripting capabilities

Automation forms the backbone of efficient MSP operations. When you’re in expansion mode, you can no longer afford to spend hours manually working on routine tasks. The RMM solution should provide robust automation and scripting capabilities to take the grunt out of your work. You should be able to offload routine tasks such as software updates, patch management, and maintenance to the solution. By automating these processes, you can allocate more time and resources to address complex issues and provide personalized attention to clients, enhancing their satisfaction.

Centralized control

The importance of centralized control cannot be overstated for small, growing MSPs. Right now, your RMM toolbox could be made up of several disconnected tools that you juggle to fix issues for your limited clientele. But as more clients come in and you move towards providing comprehensive IT service, your RMM needs to be comprehensive, too. Why? One, tab dance takes time and effort. Two, as your client base and services grow, so do your data and processes, and it’s easy to lose track of them across multiple tools. Having a single dashboard  reduces finger fatigue and makes keeping track of clients and the services you provide for them much easier.

Scalability and flexibility

Small MSPs transitioning from break-fix to full-service require an RMM solution that offers scalability and flexibility. The chosen tool should be capable of accommodating a growing client base without compromising performance. It should empower the MSP to seamlessly onboard new clients and efficiently manage multiple clients and devices from a centralized dashboard. Additionally, it should be able to support both Windows, Mac, and Linux operating systems. 

Comprehensive monitoring capabilities

To deliver on the promises of 24/7 support and proactive service, the RMM solution must provide comprehensive, real-time monitoring capabilities. It should enable real-time tracking of critical network components, servers, workstations, and endpoints, ensuring that potential issues are detected and addressed before they escalate. Automated alerts and detailed reports contribute to minimizing downtime and delivering exceptional service to clients.

Advanced antivirus and security features

As a small break-fix MSP grows to full-service, cybersecurity becomes paramount. The RMM solution should include robust antivirus and security features to protect clients from evolving threats. Real-time alerts, advanced endpoint protection and malware detection, intrusion prevention, and real-time threat response are crucial aspects to safeguard client data and foster trust in the MSP's services.

Reliable backup and disaster recovery

Data loss can have severe consequences for businesses. Implementing a reliable backup and disaster recovery solution is crucial for small MSPs embracing growth. The chosen RMM platform should facilitate automated backups, encrypted storage, and efficient data recovery options. These capabilities ensure that clients can quickly resume operations after a disaster, strengthening their confidence in the MSP's reliability.

Streamlined IT documentation

As the client base grows, there’s an influx of user and asset data, such as usernames and passwords, client site details, asset model details, and so on. IT documentation is essential to make sure crucial information is easily retrievable and nothing gets lost in the fray. Effective IT documentation can also serve as a knowledge base or self-service portal for clients, where they can look up documentation on common issues and steps to fix them themselves. By having a centralized repository of documentation, you can streamline your workflows, improve collaboration among team members, and ensure consistent service delivery.

Process standardization

When you have a handful of clients, having a unique set of processes for each of them isn’t a big deal, but can get messy as your client base grows. An expanding client base calls for extensive audit and standardization of existing processes. Setting SLAs, maintaining audit logs, and having a set of SOPs go a long way in ensuring consistent service delivery and client satisfaction.

Reporting

Reporting for growing MSPs is pivotal to both internal and external stakeholders. Regular reporting helps you stay on top of your client services, technician utilization, cash flows, and identify and plug gaps in efficiency. On the client side, reports enable clients to quantify the value you bring them in terms of IT continuity and business productivity.

Cost-effectiveness and resource efficiency

Cost considerations are crucial for small MSPs. The selected RMM solution should align with the MSP's budget while offering cost-effective pricing models. Additionally, the tool should enhance resource efficiency by automating repetitive tasks, reducing manual intervention, and optimizing technician workflows. This allows the MSP to deliver high-quality service while maximizing profitability.

Ease of use and product support

The chosen RMM solution should have an intuitive interface, have a shallow learning curve, and be easy to use. You should be able to use and experience value from it almost instantly, rather than having to read pages of user guides and documentation. The product support has to be prompt and thorough; you shouldn’t have to wait days to hear back from them.

SuperOps.ai

SuperOps.ai, launched in 2020, provides a unified, cloud-based, AI-powered PSA-RMM platform for MSPs focused on growth and profitability. Apart from remote desktop control, SuperOps.ai comes with Splashtop bundled in, providing MSPs an easy way to provide top-notch support to clients. Other salient RMM capabilities include intelligent alerting, proactive alert resolution, policy-based patching, and intuitive scripting. It also comes with in-house project management and IT documentation modules, and enjoys deep integrations with a range of antivirus and backup solutions. It offers a 21-day free trial. Pricing is at $79 per tech for up to 150 endpoints. You can get 150 additional endpoints for $65.

Intresting read: Best RMM Software for MSPs' for all sizes

NinjaRMM

NinjaRMM has a well-established reputation in the industry with its RMM offering, NinjaOne. With the addition of ticketing, data protection, and IT documentation services, it has evolved into a comprehensive suite rather than just an RMM system. While its pricing is not transparent and requires an independent quote, a free trial is available.

Atera

Atera stands out with its excellent remote access capabilities and user-friendly interface. Its simple UI is easy to learn, and it also offers a highly regarded mobile app. The pricing is transparent, starting at $79 per agent per month.

ManageEngine Desktop Central

ManageEngine Desktop Central, developed by Zoho, is a suite of endpoint management tools that serves well as an RMM system for managed service providers and internal IT departments. Mobile device management is an add-on feature. It offers a free version supporting monitoring of up to 25 computers and mobile devices, making it popular among SMBs. Pricing is customized, and quotes can be requested.

Naverisk

Naverisk is another PSA-RMM platform that aims to address various challenges faced by MSPs. It offers most of the features provided by its competitors. Pricing starts at $110 per month, and custom quotes can be obtained upon request.

Syncro

Syncro combines RMM capabilities with payments, marketing, and more, providing an all-in-one MSP platform. It offers a free 30-day trial, and its plans start at $119 per user per month.

ITarian

Itarian is a well-known RMM product in the market, offering a comprehensive range of services. Additional features can be purchased as add-ons. It provides a free version for up to 50 endpoints, making it suitable for smaller enterprises, with each additional endpoint charged at $1.25 per month.

N-able RMM

N-able RMM is a user-friendly RMM tool with an intuitive UI. It offers a free trial and adopts a personalized pricing model that can be obtained directly from your company.

ConnectWise Automate: ConnectWise Automate, formerly known as LabTech, is an RMM tool seamlessly integrated with ConnectWise's platform. It is particularly known for its automated IT backups capabilities, in addition to remote management.

Datto

Datto, a cloud-based tool targeting MSPs, has recently undergone an upgrade with a new user interface. It also provides integration options for PSAs and other tools commonly used by MSPs.