Pulseway, whose RMM solution is specifically designed to work with mobile devices, has responded to customer feedback with Pulseway MSP, a version of their product designed specifically for MSPs. Major additions include white labelling capability and enhanced automation.
Remote Monitoring and Management (RMM) provider Pulseway has been making its mobility-focused cloud-based offering since 2011, and MSPs have been about half their customer base. Now, however, increased demand from MSPs has led to Pulseway introducing Pulseway MSP, a version of their solution specifically built for MSPs.
“I founded the company with a desire to monitor and control IT systems located anywhere in the world, securely, with any mobile device,” said Marius Mihalec, Pulseway’s CEO and Founder. “The idea was to have a NOC in your pocket. I was looking for one, thought there must be an app for it, and found out that there was nothing. So I put one together that had an app for iOS, an agent for Windows, and cloud to make it all work. I then put it in the App Store as a free app in 2011.”
Mihalec said that response was immensely positive right from the start.
“The smartest thing we did was put it in with a feedback button, because we got many comments and requests,” he said. “The features since then have been developed by priorities determined by feedback.” A commercial version was also made available, where there was a charge if over five devices were supported. Over time, the free version has disappeared, and the commercial version became the product.
That product now has about 3,000 customers – mainly a 50-50 mix between small business and MSPs, in over 80 countries. Most, however, are in the U.S, and there are between 50 and 100 customers in Canada, including MSPs.
“We have some large customers as well, who like the mobility in our solution,” Mihalec said. “Dell is a customer, as is Canon.” An on-premise version, initially for such large customers, was also developed, although the on-prem product also appeals to some MSPs who want their own infrastructure.
Like Pulseway’s other enhancements, the Pulseway MSP edition came about through user feedback.
“We noticed we had more and more MSPs coming on board, and they were making requests for things like white labelling, and more automation,” Mihalec stated. “So we decided to develop a specific version to address those requests. The new edition includes those features they asked for, and also some PSA integration.”
Mihalec said that the two most important features introduced for this version are advanced reporting with white labelling capability, as well as automation.
“MSPs will be able to provide complete system reports, which in this version can be white labelled with the MSPs own logo,” he said. “More automation has been added around maintenance, backup and security.”
Pulseway MSP is designed to integrate seamlessly with Pulseway’s Business Management (PSA) Software. Its features include project management, accounting, CRM, time-tracking, invoicing, billing, help desk and ticketing.
MSPs can also share systems management information between team members and clients with a user-friendly interface, so that customers can now use Pulseway’s mobile app to see the health of their own IT environment.
“With this capability, some MSPs create an account for monitoring, and then their customer accounts, and then share the same account with their customer,” Mihalec said.
With about 1,500 current MSP customers, the company is expecting that Pulseway MSP will significantly increase their number of partners.
“We want to increase our awareness in the MSP community,” Mihalec said. “We haven’t actively promoted ourselves in the MSP space before whatsoever. We really see no limit to the number of MSP partners we could support with this.”
Pulseway has worked through single tier distribution up to now, without distributors, but that could change.
“What we have works, but distribution is on the table,” Mihalec said. “We are talking and exploring some options on that, particularly in the U.S. with larger distributors. It’s an option to consider for the future.”
Ultimately, Mihalec said the best way to expand to new partners is through the quality of the product.
“The best ambassador for any software product is the product itself,” he said. “We make the best possible product, and get great customer references.”