Remote management and monitoring (RMM) has become mission critical for AV manufacturers and OEMs to ensure seamless product functionality and customer satisfaction. As the name implies, RMM software enables manufacturers, OEMs and their channel partners to monitor and configure AV devices and equipment remotely through the cloud. The significance of RMM makes choosing the right platform a strategic decision that organizations cannot afford to take lightly.
RMM is not a new concept. Traditional RMM relied on agents installed locally on hardware, devices and machines. These agents collected data transmitted to a central on-premises monitoring system. Admins received alerts and would troubleshoot, update and manage device performance, hardware status and security events — within their networks.
Today, RMM has dramatically matured. Advanced cloud-based RMM solutions collect and transmit data to the cloud, eliminating local network constraints. This provides real-time insights into the performance and security of cloud-connected resources wherever they are via a remote dashboard. The inherent scalability of cloud-based RMM solutions makes them far more suitable for today’s dynamic business environments.
Why RMM for AV Manufacturers?
The rise of AVaaS marked a shift away from traditional product sales and towards a service-oriented model with a greater focus on ongoing customer engagement. RMM facilitates the AVaaS model — enabling manufacturers and other stakeholders to monitor and manage devices remotely, ensure continuous functionality, swiftly address issues, provide updates and much more.
Additionally, RMM is critical for optimizing the performance and reliability of the AV solutions that modern organizations rely on. Professional AV equipment has become indispensable in corporate and institutional workplaces. With these devices and systems being increasingly IoT-enabled, organizations are turning to RMM platforms to seamlessly and proactively deliver the service, support and customer experience that their users demand.
Seven Things to Look for When Choosing an RMM Solution
When it’s time to choose an RMM platform, here are seven key aspects to consider:
- Transparency: The ability to discern and analyze data from devices in the field, particularly regarding device performance and usage. A transparent RMM platform empowers manufacturers to make informed decisions in product development and sales and marketing strategies. By understanding the granular specifics of data obtained, manufacturers can optimize offerings, promptly address issues, facilitate continuous improvement and enhance overall operational efficiency.
- Cloud Interoperability: The ability for a product to seamlessly integrate and operate alongside others in the cloud. Poor interoperability creates challenges and pain points for end users — damaging functionality, performance and ultimately, brand reputation. A platform that ensures AV devices can collaborate effectively in the cloud further enhances user experience, facilitates smoother operations, and allows for a more interconnected and versatile AV ecosystem.
- SSH Tunneling: A secure method for transmitting data between local and remote devices, creating an encrypted connection that allows secure access to resources on a network. SSH tunneling empowers IT managers to access and troubleshoot devices anywhere. While many vendors claim full cloud support, without SSH tunneling RMM lacks the teeth to deliver on the true benefits of the cloud.
- Intuitive UI/ UX: The easier a system is to use, the more it is well-used. A user-friendly interface streamlines onboarding, reducing the time it takes for users to learn to use the platform effectively. An intuitive UI/UX ensures that AV manufacturers can optimize workforce efficiency, minimize the learning curve and accelerate adaptation.
- Monitoring and Management: A RMM platform should be able to pull data and push commands to devices. This dual functionality ensures comprehensive control over AV systems. The monitoring side provides insights into device performance, while the management side allows proactive intervention, troubleshooting and updates. Monitoring and management empower manufacturers to maintain optimal device functionality, swiftly address issues and lower truck rolls, and adapt to evolving needs.
- Scalability: The ability of your RMM to seamlessly scale directly impacts your operational efficiency. Some solutions are out-of-the-box tools that are ready-to-use across both local and cloud environments; others require individual setup for each installation. A truly scalable RMM platform ensures streamlined deployment across different environments and supports the dynamic nature of audiovisual systems.
- Integral Support Tools: Integral support tools like ticketing and messaging systems streamline operations, enhance communication, facilitate issue tracking, and ensure efficient problem resolution. An RMM platform with integral support tools offers AV manufacturers the off-the-shelf infrastructure they need to provide responsive customer support, manage workflows, and maintain the seamless audiovisual system availability.
Concluding Thoughts
RMM is mission critical for AV manufacturers seeking to ensure product functionality and customer satisfaction, especially in the face of the shift to AVaaS. With the global AV market skyrocketing, even as competition grows fierce, RMM is key to reshaping the customer-value chain. When considering which platform is right for you, consider transparency, cloud interoperability, SSH tunneling, UI/UX, scalability and integral support. Choose RMM wisely — it is truly the bedrock for future-proofing your AV business.
Andrew Gross is vice president of sales for Xyte.
