Four years ago MSP P2 Technologies was having trouble keeping up with the dozens of companies for which it provides near total and sometimes total IT support and management.
This crossroads led to a re-evaluation of its RMM choice, and ultimately led to the adoption of Kaseya VSA, which is a virtual system administration solution.
For Martin Page, P2 director., the old RMM was running out of gas. “It wasn’t scaling and we couldn’t really do all the advanced things with it that we needed, such as patching. Also, the support from the vendor was poor,” he said.
With VSA, P2 now has a “single pane of glass” to see into client IT operations and to help drive service desk and other operations.
Four years ago P2 had a small staff, and thought VSA might be too big of a step. Instead it turned into a giant leap. “What we liked about Kaseya VSA was that it was being used by much larger MSPs than us, so we could be assured it would scale up successfully as required,” Page said.
In the end P2 moved from a low-end tool to a high-end solution. “It was around three times the cost of our old system, but we believed we could get five times the value from it. We could also see that it was a huge solution and we knew we would build up our use of it stage by stage,” Page said. “Obviously investing in the Kaseya solution was a giant leap for us, but we knew it would give us far more capability and as a result more to offer our clients as we grew – it was a clear choice to select VSA.”
Putting the Pedal to the VSA Metal
We mentioned the service desk and single pane of glass aspects of VSA. But remote control, IT automation and admin efficiencies are also key. For instance, P2 techs can now quickly get a complete view of a client’s IT infrastructure. And when an issue is identified, it can be fixed almost as fast as it’s found. “We can remote control it, patch it, apply procedures to it very easily from here, without having to interrupt the customer,” Page said. “It provides many productivity benefits for ourselves and our customers too. Four years ago, we were processing around 800 service desk tickets per month. Now, the customer base and service staff have doubled, and we are still processing the same amount of tickets. We have spent a lot of time automating procedures for common tasks and using service desk data to find repeat issues and eradicate them to improve efficiency and customer service simultaneously.”
Making the right RMM Choice
It appears that P2 indeed made the right choice, as an independent analysis from Clarity Channel Advisors found VSA to be the best RMM in the MSP market. Kaseya VSA faced off against Autotask, ConnectWise and Solarwinds MSP.
The results were published in MSPmentor where VSA ran away with the top indexed score.
Here is a Clarity summary of why VSA came out on top. “Kaseya was the outright winner when evaluating the RMM capabilities of each platform and was ranked first or second in core capabilities. Kaseya excels in the area of automation and technician productivity which is highly critical in a competitive landscape where fixed fee engagements have become the norm and MSPs need to drive employee efficiency to realize satisfactory profit margins. Kaseya also offers better scale around its functionality and gives service providers more features to impress clients, which is the most important aspect of any MSP platform,” the Which is the best Remote Monitoring and Management (RMM) Tool for MSPs? report concluded.
And to find out how the next-generation RMM supports MSP 2.0 initiatives, read our ‘Kaseya IT Complete for MSPs’ report.
Finally you can read the complete case study here.