Remote access/remote control solutions’ primary objective is to enable you to take control of a user’s computer to perform maintenance or troubleshooting without having to leave your office. As a managed services provider (MSP) committed to providing the highest quality of service to your customers; however, there’s more to consider than just how to get the job done. Look for remote control software with these seven features that ensure secure remote sessions, accountability, optimal customer experiences — as well as maximum efficiency and productivity for your operation.
1Cloud or On-Premises?
One of the first things you’ll notice when you’re comparing remote access/remote control software solutions is that you have a choice between cloud-based, Software as a Service (SaaS), tools and on-premises, self-hosted solutions.
Self-hosted solutions generally require a larger up-front investment and internal resources to maintain them. They can, however, support strict security protocols required by your client’s industry or corporate standards. Cloud-based solutions, on the other hand, can usually be purchased on a subscription basis and the software vendor handles maintenance automatically, as well as providing a high level of security.
Choose the software delivery method that makes the most sense for your clients and for your business.
A remote control solution feature that is beneficial to MSPs is the ability for an administrator to control permissions. Based on user or role, you can limit the systems or devices a technician can access. Not only does this give you control over which systems and devices your technicians work on, but it can also assure a client that access to their network is limited only to specific, skilled technicians within your organization.
It’s also essential to choose a remote control software solution that maintains a record of remote sessions as well as the work that technicians completed. You can share this information with your clients during quarterly reviews or use it to invoice for one-time projects. Real-time reports can also reveal unauthorized activity, providing an additional layer of security.
People sometimes make mistakes, and, as a result, passwords can fall into the wrong hands. If a password is all that’s standing in the way of accessing your client’s network, the consequences could be dire. A remote control solution with multifactor authentication requires two or more verification methods to ensure the person logging in is an authorized user.
Some remote control solutions include features that give your client an element of control over remote sessions, such as requiring that the user give consent to the session or empowering them to end the session if needed. This feature can also give your client the ability to flag suspicious activity.
A standalone remote access/remote control solution will benefit your operation by minimizing on-site service and maximizing the time technicians spend on projects, rather than on the road. By integrating the solution with other automation tools, however, you can multiply the value it provides to your business.
Automatically sharing data generated from the remote control solution with other business applications such as professional services automation (PSA), remote monitoring and management (RMM), managed security solutions, accounting systems, documentation software, help desk automation, and password management can streamline processes and eliminate errors, taking your operation to a new level of efficiency.
When you demo a remote access/remote control solution, remember to take a look at it from your client’s point of view. Does it highlight the vendor’s brand — or is there an opportunity to showcase yours? Look for remote control solutions that are white labeled and allow you to personalize pop-ups or screens that your clients see with your business’ logo and brand colors. You may also want to choose a solution that allows you to configure client-facing screens in a way that works best with your processes.
The Choice is Yours
There is no one-size-fits-all remote control solution. You need to research and demo options to find the best fit for your business. The time you invest in making the right choice will pay off with greater efficiency, responsiveness, and profitability for your MSP.