How to build layers of services revenue with WAN visibility and reduce the business risk inherent in your RMM tools

How to build layers of services revenue with WAN visibility and reduce the business risk inherent in your RMM tools

There’s no debating that the move to Cloud and “as a service” consumption by end users is increasing and here to stay. Your end customers want to buy an outcome and you are now held responsible for the development and delivery of the outcome, the associated services levels, and ultimately the customer experience.

So where does WAN visibility and control fit in, and why is it important? As more applications migrate to the cloud, the WAN and Internet are becoming critical choke points for network traffic. The customer experience that is now your responsibility depends entirely on how the network performs and how the apps feel to the end user.  

So why are Remote Monotoring and Management (RMM) tools a potential risk to MSPs? Most end point management tools are more suited to the Local Area Network (LAN), yet the customer experience is all about applications on the WAN. RMM tools often indicate that the network infrastructure is operating normally, yet they cannot identify network traffic easily. Some RMM tools provide rudimentary visibility of network traffic using NetFlow (see 10 limitations of NetFlow), but for many MSPs understanding what’s consuming bandwidth and controlling bandwidth use is a blind spot.

This becomes even more challenging as sales staff are out selling “as as service solutions”, yet the network staff are left trying to identify why the network is slow and their end users are not happy. The risk for you as an MSP is that as more of your service tickets are about the “experience you now own”, trying to resolve them with RMM tools alone is a risk. Similarly, your sales people are stopped dead in their tracks in trying to generate more revenue whilst the customer experience is poor and the slow network tickets remain unresolved.

So, without the right tools, your business is at risk of increasing costs, decreasing revenue and struggling with customer retention.

So what can you do? In days gone by, without consumption models from vendors, you were left with little choice. Capex it yourself, take the risk and sell it monthly. This also often meant trying to “sell” your customer a POC or concept….not a great look trying to sell them something when all they want is the solution they’ve already paid you for.

Luckily, there’s another solution; pick a product from a vendor who gets it. Sinefa provides WAN visibility and control via a monthly, no-commitment subscription model.  Free, fully-featured trial accounts can be created immediately.  Some of the solutions and outcomes Sinefa enables include;

  • Fix the slow network - no more service tickets or finger pointing / your sales team can go back to work
  • Cloud migration - baselining workloads / capacity planning
  • Microsoft journey - before (capacity planning, baselining and link testing) / during (control replication and manage footprint) / after (ensure performance through traffic shaping)
  • Hybrid WAN - reduce network costs for your customers by migrating from expensive MPLS to internet (now you can shape traffic)
  • Diagnostic - identify what’s running on the network / operating systems / backups / torrents etc (ensure you have priced your service correctly)
  • Network relocations
  • BYOD - identify and control the impact of devices on networks
  • SLA enforcement - keep ISPs honest
  • Business intelligence - easy to digest business productivity for your end customer (what are staff doing on the network and at what cost)

The network is the lifeblood of your end customer. If your sales teams are selling any of the above solutions and you don’t have adequate control of the network performance, you’re not in control of the customer experience. If you’re not offering the above solutions, you’re losing revenue to your competitors.

WAN visibility and control and your RMM tools are complimentary and are an essential part of transitioning to the “as a service” model your customers are seeking.

Using Sinefa to verify network quality during the Planning phase of a Skype for Business roll out

Using Sinefa to verify network quality during the Planning phase of a Skype for Business roll out

MSP advises that Remote Monitoring and Management (RMM) tools are irrelevant for 90% of service tickets

MSP advises that Remote Monitoring and Management (RMM) tools are irrelevant for 90% of service tickets