Every Managed Service Provider (MSP) is looking for a way to stand out in the marketplace. Competition is getting fierce, and companies with the most outstanding customer service will achieve a competitive advantage. In other words, customers need the best and most holistic solutions: enhanced security measures, fast & responsive automation, and data transparency, among other factors.

Thus, in 2025 use of Remote Monitoring and Management (RMM) software is  no longer optional; it is crucial for establishing market dominance, as its capabilities enable collaboration with customers to maintain optimal system performance.

Here, we give a brief overview of the qualities and advantages of RMM software for MSPs in 2025.

What does RMM do

RMM software provides a range of capabilities. It is implemented by installing a piece of software, often referred to as an agent, on your clients’ workstations, mobile devices, servers, and any other network components. The software agent communicates information concerning the status of each component back to your servers.

Key RMM capabilities include

• Full-time Monitoring. RMM solutions can monitor the health of systems and networks 24/7. With MSP staff working around the clock, you can address problems immediately and address some issues before they escalate.
• Behind-the-scenes Repairs. With RMM, you can connect to a customer’s system to troubleshoot and fix problems without interrupting their operation.
• High-level Security. RMM tools allow you to easily apply antivirus and anti-malware software across your clients’ desktops and servers.
• Automated Maintenance Tasks. You can now order process checks, data backups, and other functions to run automatically.
• Reporting. The RMM tools will create a trouble ticket when a problem is identified and generate activity reports as needed.
• Working From a Central Site. With RMM tools, you can work on all the components of a system at one time. In addition, your staff will use one interface to manage systems for a variety of customers.

What are the key benefits of RMM to MSPs and customers?

As an MSP, you’re in the service business. Anything you can do to enhance the level of service you provide to your customers will strengthen your business. The advantages of RMM for you also translate into benefits for your customers. Here’s how you can make that translation.

Process automation

Your Advantage: Your employees will save time and require less training because of RMM automation and its single central interface to your customers’ systems.

Customer Benefit: Your customers benefit because you can pass those savings on to them.

Threat detection and mediation

Your Advantage: You can spot a potential problem and often fix it before your client is even aware a problem exists.

Customer Benefit: Your customers see computer downtime as a real threat to their business. They’ll avoid experiencing a systems problem that reduces their productivity.

System-wide security

Your Advantage: You’ll offer system-wide security.

Customer Benefit: Your customers won’t need to worry about securing their systems one device at a time. They’ll eliminate the expense of acquiring security software licenses, distributing updates, and tracking renewal dates. They’ll also avoid the sometimes disastrous consequences of a security breach that could have been stopped with the proper security measures in place.

Data collection and reporting

Your Advantage: You’ll provide reports that help justify the expense of MSP services.

Customer Benefit: Your customers will know how well their systems are running and what proactive measures were taken to avoid problems. They’ll be in a position to appreciate their partnership with a full-service MSP.

Why RMM is better than the Break/Fix model

Think about having two choices. Either you will never have another headache in your life, or you will have a headache every day but can take a pill to stop the headache fairly quickly. Which would you choose?

When you use a traditional break-fix service model, you typically interact with your customers only when something goes wrong. With RMM, you’re in a position to collaborate with your customers to help them reach their goals. You’ll cement customer relationships by becoming your customers’ partner rather than just another vendor.

With Ninja as your remote monitoring and management solution of choice, you will have unparalleled monitoring to detect and remediate problems, with a single pane for malware, antivirus, screen sharing, ticketing, patching, and more.

Want to dive deeper into what makes RMM such a game-changer for MSPs? Explore NinjaOne RMM FAQ page for helpful insights and answers to common questions.