Find out what are the current 3 best remote monitoring and management software for 2020, we are starting with explaining what is it such a tool. What are its features and the top 3 RMMs.
Introduction
When you start a business, you have to be ready to cater to all customers’ needs and that means having a Remote Monitoring Management Software for support. If you don’t have good software, IT support is costly, difficult to manage, and extremely time-consuming. Equip yourself with the right tools and you can handle any situation and any kind of customer with ease.
What is a Remote Monitoring Management Software?
There is always a need for customer service because people face issues from time to time. Your staff simply cannot handle all their problems, especially when they have to do it from afar. A Remote Monitoring Management Software does exactly what its name suggests: it gives service providers the maximum capability to monitor, maintain, and troubleshoot their client’s systems from a distance; this allows your customer service team to perform with maximum efficiency because it incorporates both monitoring and management techniques.
What is Remote Monitoring?
Remote monitoring refers to a system that allows you to observe the clients’ activities and systems from far away; this is great for finding out what the problem is so you can deal with it quickly and efficiently.
What is Remote Management?
Remote management allows your team to fix the problem from a distance. You can manage computers and networks and even apply software patches which will fix whatever bugs or issues your clients are facing.
Features of a Remote Monitoring Management Software
When it comes to finding such software for your business, you will find a plethora of them on the market. Each has its own unique features that determine how perfect it is for your specific requirements. Here is a quick rundown of all the qualities that you should look out for before making your final selection:
1. Ticket Generation
Ticket generation allows the system to create a ticket automatically with all user information in one place once a problem is identified. This not only stores the problem to make the company aware of the issue but also helps both the agent and customer solve it. When a customer service agent connects, the users expect them to have their information and case-specific data at hand. The ticket contains all relevant information to the case and also makes sure that two agents don’t handle the same ticket to minimize confusion on both ends.
2. Linking
This system isn’t just meant for determining the existence of an issue, but to actually fix the problem right at the root. If you can’t be physically present at the location, you have to be able to connect perfectly to the client’s system and manage it. A very important feature of such software is its ability to link and the strength of this link. Some important questions you must think of while deciding which software to buy are: what is the capacity of the link and how much data can you transmit through it?
3. Automatic Scheduled Maintenance
While business is small, it is easy to manually consider each client and do routine checkups and remote maintenance of their systems; however, as a business grows, your staff will face difficulty in dealing with all customers’ problems. A good Remote Monitoring and Management Software will have a feature that will automatically schedule your agents to complete tasks for your clients; this will ensure that no agent gets two tasks at once and will also keep your clients satisfied.
Better software will have a prioritization feature in addition, so more serious issues are dealt with first and simpler ones can be fixed later. Prioritization also connects more capable agents to the more serious issues and crucial clients for optimum utilization of your staff.
4. Compatibility
When you are linking to a client’s computer, you obviously won’t know which Operating System they may be using. You should be aware of your software’s compatibility. Some seem great on paper but don’t offer compatibility to all kinds of OS. Make sure your software is able to monitor devices running on all the current OS, especially the three most popular ones: Windows, Linux, and Mac.
5. Incident Analysis
Incident Analysis is a feature that allows you to deal with problem management and provides a prevention service against future incidents. Better software will be able to identify recurring issues and will help the company prepare likewise. A system should evolve along with a business and work to reduce common issues that most customers currently face.
6. Performance Insights
A good management system will also evaluate the performance of the company’s team. Most companies are working under some kind of service agreement, and the software can judge these agreements to tell how well the agents are performing under the conditions. Performance Insights can include the number of customers dealt with, incoming problem volume, call trends, and the average time is taken to resolve an issue. Better software will also have a feature to receive feedback in order to judge customer satisfaction. It will also assess the performance of the system, like the health of the link. This feature is necessary for the overall future growth of the company because it helps the supervisor optimally administer all tasks.
7. Security
The customer’s details and personal information is shared through this software and it is important for the company to keep the details safe. As a business, you have to provide security and maintain your client’s trust, which means investing in a system that hackers can’t get into. Make sure your system has message encryption so that, even if an outside party intercepts the message, they will not be able to understand the contents. There should also be IP restrictions so that only authorized personnel have access to the system and hence the client’s systems. The software should also have a high-end anti-virus so no one can transmit corrupted files using this channel.
8. Free Trial Period
Remote Monitoring and Management software is crucial to your business, so make sure that the software you end up purchasing is perfect for both your immediate and future needs. Some companies offer free trials of their software so you can test it out and make your final decision accordingly. We recommend always opting for a free trial so you can make sure that the software lives up to all your expectations.
Top 3 Remote Monitoring and Management (RMM) Software for 2020
1. Pulseway RMM
Pulseway is definitely one of our favorites when it comes to remote management software. It is compatible with all popular desktop Operating Systems so you can optimally link to them, but not with mobile systems. This system allows your agents to perform regular checkups and update the system as per the clients’ needs. The agents can also use the link to deliver a patch to the external system and troubleshoot any problems.
Pulseway has equipped its software with an active anti-virus to make sure no malware is transmitted along with the data; however, the system is completely cloud-based, which means you need to make sure there is extra security during the transmission as well.
The system even manages to hand out the task to each agent as an additional feature, so that your staff can focus entirely on providing support to the customers. When the tasks are digitally distributed to meet requirements, there will ideally be no issues and the tasks are handled efficiently.
Pros
- 14-day free trial
- Compatible with Windows, Mac, and Linux
- Anti-virus software included
- Patch and update management
- Automatic scheduling
Cons
- No on-premise backup (completely cloud-based)
- Does not support mobile access
2. Dameware Remote Everywhere
Dameware has created a unique system that needs a Windows-only server to run, so you will have to make sure that all agents are using a Windows server. However, your agents will be able to link with customers even if they are using Windows, Mac, Linux, Android, or iOS; this means that the Dameware Remote Everywhere is compatible with all desktop and mobile systems.
Dameware equipped its software with a Transport Security system to make sure that your data remains extra secure during transmission as well. Our favorite thing about this system is its superior monitoring techniques; the moment an issue is identified, the system automatically alerts an agent so the problem gets solved even before the client notices.
However, unlike most systems that ensure that no data is ever lost, this is an on-premise kind of server only. There will be no Cloud-based backups so, if something were to happen to your servers, all data will be lost.
Pros
- 14-day free trial period
- Compatible with all OS devices
- Transport security
- Real-time alerts
Cons
- No Cloud-based backups
- Only compatible with Windows
3. OptiTune
OptiTune is a good option if you’re on the lookout for a software to manage your organization’s own computers, instead of simply the clients’ computer systems. Most are targeted towards usage with clients but this is made especially for your internal support.
This system is not only unique in its application, but also in its price. Unlike most software that offer a 14-day or 30-day trial period, this one offers an outstanding 1 year of free use. But there’s a catch! This system has a per-computer payment system, so it is free for 10 computers and then any additional computers will have to pay full price. This may be a good investment for small businesses, but can be quite costly for larger corporations. In theory, you can use it to manage client systems but it would end up costing you too much.
The software offers great IT Asset and Patch management services so your maintenance staff can fix any and all problems before they even surface; this is accomplished due to the very reliable Ping feature that alerts you the moment even a slight issue is identified. Even though this is only inter-company transmission, risk of malware infection is very real so it is equipped with an active anti-virus to make sure no malware is transmitted along with the data.
Since OptiTune was created specifically keeping a workplace environment in mind, it supports all sorts of desktop systems but its compatibility does not reach mobile phones and their operating systems. Not to mention, this system is also completely cloud-based so there are no on-premise servers. Cloud-based servers are more vulnerable to attacks from hackers and take longer to access as well.
Pros
- 365-day free trial period (for 10 computers)
- Compatible with Windows, Mac, and Linux
- Anti-virus software
- IT Asset and Patch management
- Real-time alerts
Cons
- No on-premise backup (completely cloud-based)
- Cannot be accessed from mobile phones
- Ends up being very costly for large businesses
Final Thoughts
If customer service is manual then, no matter how efficient, human error is bound to mess up at some point – a software is void of such failure. Using a Remote Monitoring and Management Software like this boosts your company’s capabilities and ensures customer satisfaction as well. When it comes to choosing the best one for your company, the decision completely depends on your resources and requirements. For a large company that deals with all sorts of users, we would suggest the Dameware Remote Everywhere and OptiTune for a company that wants to increase the efficiency of its internal systems.
Although we are confident that any of the three software mentioned above will work great for you, we would suggest getting whichever one fits your needs the best. The final decision is up to you.