Channel Chatter, Aug 14 - 21, 2024

This newsletter is in BETA, and feedback is welcomed and encouraged.? Anyone who joins in the beta will be included in the launch offer! ?The intention is to deliver a set of actionable insights into the discussions had by the community for vendors to leverage for execution. Does this deliver???

Channel Chatter is the parsing of the listening posts that the Business of Tech podcast has around the MSP community across discussion forums and groups to bring together insights and discussions that I think are worth considering.?? In considering the needs of MSPs by listening to them for the podcast, there are insights specifically for vendors serving the space to be shared.? That is this newsletter.??

I love talking about Line of Business software.

Not because I like it, but actually because it’s so bad. Often ignored is how hard it is to support and manage many of the specific vertical pieces of software out there.

Our office is struggling with a glitch within dentrix that neither our IT company nor Dentrix seems to be able to permanently resolve.

The rage is tangible.

Ugh …. Dentrix. That software is a disaster to support.

Agreed. We have 4 clients on it and yuck.

F Dentrix. Never ever again will we support it.

The only permanent resolution is to not use Dentrix.

Every time I wonder about the viability of the IT services market, I’m reminded of line-of-business applications and how difficult they are to maintain.

Consider this: The software vendor here is so bad that an end user is posting in an MSP space asking for help after already calling the software vendor themselves. That’s an epic level of poor support.

Now, why does this matter? I want to remind MSP tool vendors that no matter how important you are for operations, this software vendor will be more important. Why? The customer runs their business on this software, and this is essential to the entire chain. The customer needs this to run more than anything else. Everything below — the network, security, endpoints, etc — is all scaffolding to make THIS piece of garbage work.

Interestingly, these vendors rarely are considered in the “ecosystem” that is so often discussed. These Independent Software Vendors (ISVs) are critically important to the value of the MSP and IT services organization, yet from a vendor perspective are rarely discussed or mentioned, much less integrated with, monitored, or supported.

I would build a solution, and every provider would purchase from me if I had a solution. I highlight it to those who might consider the opportunity to deliver here.

Topics of Interest

This section is a high-level summary of the major topics of discussion within the community during the time period. This gives you a sense of the questions the community is raising and what they are discussing.

1. Microsoft 365 Tenant Issues and Support Frustrations

Summary: A user experienced prolonged issues with outbound email being blocked in a Microsoft 365 tenant due to a user account breach. Despite following all recommended security measures and multiple interactions with Microsoft support, the problem remained unresolved until a new support agent was assigned, who quickly resolved the issue.

Insights:

• Support Consistency: The inconsistency in support quality is a critical issue for MSPs. Vendors like Microsoft must ensure that all support agents are adequately trained and can resolve issues promptly to maintain trust with MSPs.
• Escalation Processes: Vendors need to have clear and effective escalation processes in place. The frustration caused by repeated delays emphasizes the importance of efficient issue resolution to retain MSPs as long-term customers.

2. Client Equipment Standardization

Summary: MSPs debated whether to mandate clients to use specific network equipment to ensure supportability and efficiency. Some MSPs enforce strict standardization, while others offer flexibility but at a higher cost for non-standard setups.

Insights:

• Standardization vs. Flexibility: Software vendors, especially those providing network management tools, should be aware of the tension between standardization and flexibility. Products that support a wide range of equipment but also offer advanced features for standardized environments could be more appealing to MSPs.
• Security Concerns: Vendors should emphasize the security benefits of standardizing on a specific set of equipment, especially in industries with high compliance requirements. Highlighting the security integrations and compliance features of their products could be a key selling point.

3. Security Awareness Training Vendor Comparison

Summary: An MSP compared various Security Awareness Training (SAT) vendors, including KnowBe4, Proofpoint, and Huntress SAT, seeking feedback from the community on the pros and cons of each.

Insights:

• Community Engagement: Vendors like Huntress that actively engage with the MSP community and offer customizable training solutions are viewed more favorably. Software vendors should invest in community involvement and feedback loops to better align their products with MSP needs.
• Vendor Transparency: Negative sentiment towards KnowBe4’s business practices, such as direct customer contact, suggests that vendors need to maintain transparency and respect the MSP-client relationship. Vendors should ensure that their sales practices do not undermine MSPs' trust.

4. Challenges with Dentrix Software in the Dental Industry

Summary: Users expressed frustration with Dentrix software due to persistent issues with appointment scheduling that led to data loss. Alternatives like Denticon and Open Dental were discussed as potential solutions.

Insights:

• Reliability as a Priority: For software vendors, particularly in specialized industries like dental care, reliability is non-negotiable. Frequent glitches and data loss can significantly damage a product's reputation. Vendors must prioritize stability and data integrity in their development processes.
• Support Quality: The conversation highlights the importance of robust and responsive customer support. Vendors should ensure that their support teams are well-equipped to handle complex issues quickly to avoid prolonged disruptions in client operations.

5. Tactical RMM and Open Source Controversies

Summary: The Tactical RMM tool was discussed, focusing on a past controversy involving a crypto miner allegedly associated with the software. While the miner was never part of the official releases, the incident hurt Tactical RMM’s reputation.

Insights:

• Reputation Management: Open-source vendors need to be vigilant about how external contributions and forks are managed and communicated. Ensuring that any potentially harmful code does not reach production is crucial for maintaining trust.
• Transparency in Development: The mixed sentiment around open-source code reviews suggests that vendors need to foster transparency in their development process. Regular audits, clear documentation, and community involvement can help reassure users of the software’s security and reliability.
• Security Focus: Even after a controversy, the security features and effectiveness of Tactical RMM were still appreciated by some users. Vendors should highlight their security credentials and the steps they take to ensure product safety, especially in open-source environments.

Product Gaps

This section is intended to highlight “gaps” that appear to exist in the market, where a specific weakness or need is highlighted in terms of product offerings. This can also include potential gaps in the market. If you wondered what MSPs “wish things did”, that’s this section.?

1. Flexible and Modular MSP Management Tools

Gap: Balancing Standardization with Flexibility

• Opportunity: MSPs struggle with the decision to standardize client equipment versus maintaining flexibility to accommodate various client setups. There is a need for tools that can effectively manage diverse environments without compromising efficiency or security.
• Product Idea: Create a modular MSP management platform that allows MSPs to manage both standardized and non-standardized environments effectively. This platform could offer customizable modules for different equipment types, providing tailored support, security, and performance optimization. The product could also include a decision-support tool that helps MSPs assess the cost-benefit of standardizing client environments versus maintaining flexibility.

2. Enhanced Reporting and Transparency Tools

Gap: Effective Communication of Security and Compliance Metrics

• Opportunity: MSPs need to effectively communicate the value of their services, particularly in security and compliance, to non-technical stakeholders. Current reporting tools often fall short in translating technical data into business-relevant insights.
• Product Idea: Develop a reporting tool that translates technical security and compliance metrics into clear, business-relevant insights. The tool could use visual dashboards, automated report generation, and customizable templates that align with industry-specific compliance requirements. Integrating financial impact assessments of security breaches or compliance lapses could also help MSPs justify their services to clients.

3. Automation in Configuration and Compliance Management

Gap: Complex and Manual Processes in Security Configuration

• Opportunity: Conversations revealed that MSPs often find security configurations and compliance management complex and time-consuming, especially when dealing with multiple vendors or integrating different tools.
• Product Idea: Create a configuration management tool that automates and simplifies the setup, maintenance, and compliance of security configurations across multiple platforms. The tool could offer predefined templates based on industry best practices, automate routine configuration tasks, and continuously monitor compliance with relevant standards (e.g., NIST, GDPR). It could also integrate with existing RMM and security tools to provide a centralized management experience.

4. Vendor Relationship Management and Aggregation

Gap: Difficulties with Vendor Relationships and Payment Methods

• Opportunity: MSPs face challenges with different vendors’ payment methods and managing multiple vendor relationships, especially with inconsistent payment terms and methods.
• Product Idea: Develop a vendor relationship management tool that centralizes vendor interactions, contract management, and payments. This tool could aggregate billing from multiple vendors, offer payment method flexibility, and provide reminders for contract renewals. It could also include vendor performance tracking to help MSPs make data-driven decisions about which vendors to continue working with.

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Vendor Discussion

This section is designed to give you insights into who was “discussed” this week. These are vendors that were mentioned or commented upon, and not necessarily a specific set of complaints about the vendor. This may be a good opportunity to learn about a new name, or get a sense of who is in the zeitgeist.?It’s long. It’s intentionally long, to give you the firehose.

8x8 – Mentioned as a VoIP provider with mixed reviews; praised for reliability but criticized for support issues.

Action1 – Recommended for its patch management solution and being free for the first 100 endpoints, highlighting its value for cost-conscious MSPs.

Asterisk – Mentioned for self-hosted VoIP solutions, indicating its use by MSPs looking for greater control over their telephony systems.

ASI – Accepts e-Transfer and bill payments, providing more flexible payment options than D&H, which is relevant for MSPs seeking cost-effective billing solutions.

Azure – Mentioned as a potential future solution for server management, particularly in the context of transitioning to Azure Servers from on-premises infrastructure.

Barracuda XDR – Offers presets like C-Suite Reporting and Threat Overview, discussed in the context of automating cybersecurity reporting.

Bitdefender – Praised for its detection capabilities in a conversation about endpoint security solutions, highlighting its effectiveness in protecting against ransomware.

Blumira – Received positive feedback for its efficiency and team support, discussed as a strong option for outsourced security operations center (SOC) services.

Bullphish ID – Mentioned for its ease of use and set-and-forget phishing campaigns, although it lacks a button for reporting suspicious emails.

CallSprout – Positive feedback for support and custom implementations, indicating its suitability for MSPs requiring tailored VoIP solutions.

Cisco – Listed among various network equipment vendors that MSPs support or recommend, relevant in discussions about standardizing client equipment for security and reliability.

Cloudberry Drive – Considered as a potential SMB mounting solution for cloud storage in the context of Azure AD tenant management.

ClearlyIP – Noted for its recurring commission structure, which is attractive for resellers in the VoIP market.

Compliance Manager GRC – Used for compliance management, discussed in the context of extended detection and response (XDR) tools.

Coredial (SkySwitch) – Mentioned for multi-tenant management capabilities, relevant for MSPs managing multiple VoIP clients.

Crexendo – Positive feedback for support and features, making it a viable VoIP solution for MSPs.

CrowdStrike – Known for its reputation in the industry but was surprisingly found to have failed in a ransomware test, leading to negative sentiment.

Cyberhoot – Mentioned for its easy setup and guided phishing simulations, though it lacks fake email phishing delivery.

CyberQP – Suggested for self-service password reset, discussed as a way to reduce downtime and support tickets.

CYREBRO – Mentioned as an option for outsourced SOC services, though no detailed feedback was provided.

D&H Canada – Discussed negatively for its wire transfer payment requirement, which some MSPs find inconvenient and costly.

Denticon – Praised as a better alternative to Dentrix in the dental industry, particularly for its migration capabilities.

Dentrix – Criticized for persistent software issues, particularly with appointment scheduling, leading to significant frustration among dental MSPs (negative sentiment).

Dialpad – Mentioned for AI features, highlighting its innovative approach in the VoIP market.

Duo – Mentioned as a multi-factor authentication (MFA) solution, relevant in discussions about enhancing security for VPN and Azure AD tenants.

EagleSoft – Mentioned as another dental software, with mixed reviews about its support.

Entra – Mentioned in the context of MFA and VPN authentication, relevant for secure access management.

Fox & Crow Group – Recommended for insights on MSP business success, indicating its usefulness for MSPs looking to grow and improve their operations.

FreePBX – Mentioned for cost-effectiveness and feature set in self-hosted VoIP solutions, showing its appeal to MSPs seeking customizable telephony systems.

FusionPBX – Mentioned for multi-tenant solutions and self-hosting, relevant for MSPs looking for flexible and scalable VoIP options.

GoTo (formerly Jive) – Positive feedback for its visual dial plan and reliability, making it a strong contender in the VoIP market.

Granular Delegated Admin Privileges (GDAP) – Discussed as a method for managing Azure AD tenants with granular access, reducing the need for global admin rights.

Huntress – Recommended for Managed Detection and Response (MDR) for Microsoft 365, particularly praised for community involvement and its ransomware canaries (positive sentiment).

Ingram – Requires wire or ACH payments upfront, similar to D&H, but ACH payments are almost cost-free, making it slightly more favorable.

Intermedia – Positive feedback for customer satisfaction and tech support, positioning it as a reliable VoIP provider for MSPs.

Kaseya – Mentioned as an alternative RMM tool, with some users expressing concerns about its security and reliability (mixed sentiment).

KnowBe4 – Criticized for its business practices, such as requiring yearly commitments and direct contact with customers, leading to some negative sentiment in the MSP community.

LastPass – Mentioned in the context of network security, indicating its use for secure password management.

Linksys – Listed among various network equipment vendors that MSPs support or recommend, relevant in discussions about client equipment standardization.

Loop Communications – Mentioned for reliability in the VoIP market, relevant for MSPs seeking stable telephony solutions.

ManageEngine ADSelfService – Suggested for self-service password reset, discussed as a tool to reduce helpdesk tickets and improve user experience.

Meraki – Listed among various network equipment vendors that MSPs support or recommend, relevant in discussions about client equipment standardization.

Microsoft 365 (M365) – Central to many conversations, including issues with tenant management, security, and support, with varying sentiments depending on the context.

Microsoft Defender – Disappointed some users in a ransomware test, leading to negative sentiment about its effectiveness in endpoint security.

Microsoft Partner Center – Used for managing customer relationships and accessing Azure AD tenants, with discussions around its integration with other tools like CIPP.

Net2Phone – Positive feedback for support and competitive pricing, making it a strong contender in the VoIP market.

Nextiva – Mixed reviews; praised for reliability but criticized for support and pricing, relevant for MSPs evaluating VoIP providers.

N-able – Mentioned as an alternative RMM tool, with concerns about its security and reliability (mixed sentiment).

OITVOIP – Recommended for white-label solutions and strong support, making it appealing for MSPs looking to offer branded VoIP services.

OneDrive – Discussed as a simpler solution for document and desktop syncing in Azure AD tenant management, though limited for full profile roaming.

Open Dental – Recommended as a fantastic alternative to Dentrix in the dental industry, relevant for MSPs managing dental clients.

Panterra Networks – Mentioned for support and pricing in the VoIP market, positioning it as a competitive option for MSPs.

Partner Center – Discussed in relation to managing customer tenants through cross-tenant access, particularly when using tools like Lighthouse and GDAP.

Patterson – Mentioned in relation to EagleSoft, noted for good support in the dental software market.

Phin Security – Highly recommended for its SAT solutions, indicating strong satisfaction among users.

Proofpoint – Mentioned in the context of SAT and email security, relevant for MSPs looking to enhance their security offerings.

RingCentral – Criticized for poor support and pushy sales tactics, leading to negative sentiment among users.

Rocketcyber – Positive feedback for its outsourced SOC team, making it a viable option for MSPs looking to enhance their cybersecurity services.

Safetitan by TitanHQ – Mentioned but with limited detailed feedback, indicating a need for more user experiences to evaluate its effectiveness.

SentinelOne (S1) – Mentioned for its EDR capabilities, though some users attributed failures in detection to configuration issues (mixed sentiment).

Sophos – Praised for its ability to rollback encrypted files and overall strong performance in endpoint security, leading to positive sentiment.

SIPPIO – Recommended for Teams or Zoom integration, highlighting its modular licensing and suitability for modern communications needs.

Sophos Phish Threat – Used for ongoing cyber awareness training, but led to fewer responses in a marketing campaign, indicating a potential mismatch between offer and audience.

Strategy Overview – Known for a robust integration suite for reporting and general VCIO tasks, discussed in the context of automating cybersecurity reporting.

Tactical RMM – Discussed in the context of a past controversy involving a crypto miner, with mixed sentiment due to lingering security concerns.

Teams Phone (Microsoft) – Recommended for easy implementation, making it a strong option for MSPs managing client communications.

Telivy – Used for vulnerability detection, particularly suited for larger scales, relevant in discussions about XDR tools.

ThreatCaptain – Focuses on financial cyber impact and industry-specific case studies, relevant in discussions about automating cybersecurity reporting.

Ubiquiti – Listed among various network equipment vendors that MSPs support or recommend, relevant in discussions about client equipment standardization.

UTMStack – Mentioned in the context of XDR tools, but had issues with data connectors, leading to concerns about its reliability (negative sentiment).

Vonage – Criticized for poor experience, leading to negative sentiment among users evaluating VoIP providers.

Watchguard – Used for VPN services, though the conversation highlighted frustrations with password expiration policies and downtime (negative sentiment).

Yealink – Mentioned for good margins in the VoIP market, relevant for MSPs seeking profitable hardware options.

Zoom – Positive reviews for ease of use and feature set, making it a preferred option for MSPs managing client communications.