My apologize if this is the wrong spot. New here (hi everyone) & can't post in MSP yet.
So I'm moving clients into MSP. I was using comodo and now looking to replace it. I'm a one man band but will be adding a tech or two to start before my plans for world domination! Struggling between SimpleHelp & Syncro. I don't mind spending the money on a system but there has to be value (if i don't use the features in my business than its a useless feature - for me & of no value).
I would much rather spend a lil more now & overbuy then switch over later. What has been your overall for best business practice experience if you have tried them?
When I compare them to each other this is what I see as main differences. Is there anything I'm missing? What nuggets/experience/caveats would you offer?
SimpleHelp (Business Ver)
Pro
Cost effective (5,000 machines/$450=.09 machine)
Fairly stable Remote Support
Seems to have good reviews for "doing the job"
Cons
Only does one aspect of the business (albeit well) Remote maint/support
Antivirus is not integrated so I believe I need to add an extra step to check if updates/scans had issues (not single pane of glass)
I'm responsible for security if I use my server. I'm not overly concerned and it lightly "weighted" in my decision but I do acknowledge it.
Would require several other "systems" for the business. A ticketing system, billing, (does SimpleHelp do reports for clients? - Important to me as it lets clients know what's been done for their $ and as a marketing tool - don't want to miss opportunities)
Would require integration into each other or manual work/multiple entry into multiple programs. (make remote connection to customer, pull up ticket system - look up customer, enter info in ticket, pull up billing, look up customer in billing app, ctrl C & V ticket reference info into billing, enter followup in CRM - lookup client, etc - all steps that introduce a chance of error & time)
Syncro (MSP Ver)
Pro
All in one business package. Seems to have everything built in (CRM/Ticket/RMM/Reporting/etc) & integrated
Appears to have a really good community and help from others
Seems like everything is at your fingertips (single pane of glass)
Cons
SAAS & pricey - to qualify compared to SimpleHelp
Remote desktop has some negative feedback. Not sure if this is resolved and I suppose I could install a 2nd rdp like single click uvnc for emergencies but there is something inherently wrong & ironic about a "repair/maintenance" program that doesn't actually work itself.
As I write this my wallet really wants to go with SimpleHelp but logic says don't be penny smart and pound foolish. How many times has a customer called in with a super quick issue that's less than 2 min to remote in and fix. On SimpleHelp and other RDP systems I would just log in and fix it. No ticket/tracking created as it takes more time than it's worth to record & I'm not sending a bill to the client for 2min or 15min minimum. I consider it a professional courtesy and value added service. "Hey he's a good guy...could have dinged us but didnt. I'll recommend him to my friends"...that's my hope. Without a ticket that value is not conveyed at the end of the month, negotiation time, or when they are considering another vendor. There is no track record of how often they could have been billed, how many problems they did have or how quickly a problem was resolved. To me that is a big marketing & business building strategy that goes missed. So how much is that worth?
Please "shoot some holes" in my thinking before pulling the trigger on one of these. Would love to hear your real world experiences both good/bad points and if I missed anything that I should consider.
Thanks everyone
So I'm moving clients into MSP. I was using comodo and now looking to replace it. I'm a one man band but will be adding a tech or two to start before my plans for world domination! Struggling between SimpleHelp & Syncro. I don't mind spending the money on a system but there has to be value (if i don't use the features in my business than its a useless feature - for me & of no value).
I would much rather spend a lil more now & overbuy then switch over later. What has been your overall for best business practice experience if you have tried them?
When I compare them to each other this is what I see as main differences. Is there anything I'm missing? What nuggets/experience/caveats would you offer?
SimpleHelp (Business Ver)
Pro
Cost effective (5,000 machines/$450=.09 machine)
Fairly stable Remote Support
Seems to have good reviews for "doing the job"
Cons
Only does one aspect of the business (albeit well) Remote maint/support
Antivirus is not integrated so I believe I need to add an extra step to check if updates/scans had issues (not single pane of glass)
I'm responsible for security if I use my server. I'm not overly concerned and it lightly "weighted" in my decision but I do acknowledge it.
Would require several other "systems" for the business. A ticketing system, billing, (does SimpleHelp do reports for clients? - Important to me as it lets clients know what's been done for their $ and as a marketing tool - don't want to miss opportunities)
Would require integration into each other or manual work/multiple entry into multiple programs. (make remote connection to customer, pull up ticket system - look up customer, enter info in ticket, pull up billing, look up customer in billing app, ctrl C & V ticket reference info into billing, enter followup in CRM - lookup client, etc - all steps that introduce a chance of error & time)
Syncro (MSP Ver)
Pro
All in one business package. Seems to have everything built in (CRM/Ticket/RMM/Reporting/etc) & integrated
Appears to have a really good community and help from others
Seems like everything is at your fingertips (single pane of glass)
Cons
SAAS & pricey - to qualify compared to SimpleHelp
Remote desktop has some negative feedback. Not sure if this is resolved and I suppose I could install a 2nd rdp like single click uvnc for emergencies but there is something inherently wrong & ironic about a "repair/maintenance" program that doesn't actually work itself.
As I write this my wallet really wants to go with SimpleHelp but logic says don't be penny smart and pound foolish. How many times has a customer called in with a super quick issue that's less than 2 min to remote in and fix. On SimpleHelp and other RDP systems I would just log in and fix it. No ticket/tracking created as it takes more time than it's worth to record & I'm not sending a bill to the client for 2min or 15min minimum. I consider it a professional courtesy and value added service. "Hey he's a good guy...could have dinged us but didnt. I'll recommend him to my friends"...that's my hope. Without a ticket that value is not conveyed at the end of the month, negotiation time, or when they are considering another vendor. There is no track record of how often they could have been billed, how many problems they did have or how quickly a problem was resolved. To me that is a big marketing & business building strategy that goes missed. So how much is that worth?
Please "shoot some holes" in my thinking before pulling the trigger on one of these. Would love to hear your real world experiences both good/bad points and if I missed anything that I should consider.
Thanks everyone