You should have the ability to reach out and contact the vendor’s support team via email, chat, or phone without having to pay extra. This support can be critical during the onboarding process. Some vendors will offer ongoing migration services to help you not only import data but also map your processes to the new system. Some will even point out tips on using the tools more efficiently and help you set up the system to best accommodate your business’s current workflow.
Of course, working with support or a migration specialist shouldn’t be the only option. If you prefer to set things up yourself or if you run into questions past the onboarding phase, the vendor should offer strong technical documentation and resources to help you answer your own questions. Whether this comes in the form of configuration guides, online help, videos, or knowledgebase articles, the quality of a company’s help resources make a huge difference in your own success.
Running a business is challenging and isolating. There’s simply too much to master to expect anyone to fully optimize their business. Most vendors employ experts in their respective fields—sales, marketing, management, and operations. They should share some of this expertise with you. Some options include:
In this instance, a team member presents an overview of business topics that may help your company—from currently successful programs and service packages to average industry prices. Whether it’s a group training or a one-on-one conversation, you should get some resources early on to give you ideas on how you can better achieve your business goals, whether that’s acquiring new customers, growing revenue, or finding new services to offer.
Your MSP software vendor likely sits on a lot of data. From quantitative data showing which programs are popular in the market to qualitative data they’ve gained from talking to MSPs, they simply have more opportunities to learn what works and what doesn’t for MSPs. A good vendor will share this knowledge and build out a function in their own business to create on-demand training like videos, presentations, or eBooks to help you build out your skillset. And unlike reading general books on sales or marketing, these vendors can give you specific advice tailored to the specific challenges of being in the MSP business.
Check how often your RMM vendor updates resources and connects with customers. They should offer regular webinars and trainings so you can not only refresh your existing skills but pick up on the latest trends in the market. For example, as a business, SolarWinds MSP has a group of Head Nerds, a team of experts whose jobs revolve solely around educating and helping partners be successful. They give in-depth training on different areas including operational efficiency, automation, security, and data protection. You can sign up for boot camps that give you practical, hands-on training with the ability to ask questions of the experts.
Buying a relationship
Your first inclination when looking at a new RMM platform will often be to look at features. But you should also realize you’re not just buying a solution—you’re buying a relationship. The best companies see you as a partner, take an active interest in keeping you up-to-date with the latest trends, and make sure you start your relationship with them on the right foot. So when you’re talking with sales reps, ask them about the resources they’ll provide to help you get up and running and, more importantly, what training resources they offer on an ongoing basis. The best RMM vendors will truly care about your success as an MSP.
SolarWinds MSP offers extensive onboarding resources and, just as importantly, ongoing training via the Customer Success Center, MSP Institute, and our Head Nerd team. Learn about our two RMM platforms to see which is right for you by contacting us today.