32 01732 759725 MSP SOFTWARE telling customers the capabilities of the platform, we have to offer a guided onboarding experience and give them a prescriptive path to follow. We did a lot of work on that pre-launch and have made further refinements since, based on feedback and input from customers. Other things that cropped up were really opportunities. For example, the speed with which customers have adopted the platform and moved from other point products has been a great opportunity to learn about any further integrations and automations they want from the platform. The platform is not static. We’ll make it richer over time, and for the same price that customers originally purchased it. That’s the whole idea of a platform. You buy it once, and over time it keeps getting richer. Technology Reseller (TR): A lot of the MSPs will have come from a technical background and love their technology. Have they found that prescriptive approach frustrating? RJ: No, because it is there to guide them and it’s their choice whether they follow it or not. What we did find early on is that technologists naturally think ‘I already know how to do this. I’m going to start right away’. Those who took that approach, particularly with RMM which is a very rich platform, didn’t have as great an experience as I would have liked. That’s why we went down this prescriptive approach. It’s optional, but it ensures the customer is onboarded quickly and in a standardised way so that they get up and running and can enjoy the economic benefits of that licence as rapidly as possible. Then, over time, they can explore more parts of the platform. TR: We’re seeing your competitors acquiring companies and trying to do the same sort of thing that Kaseya does. What are your strengths compared to your rivals’? RJ: First of all, it does look and feel as though competitors are potentially copying Kaseya’s IT Complete strategy, by MSPs instead of being spent on multiple endpoint security and management subscriptions. In total, Kaseya has about 50,000 customers, including MSPs and internal IT departments, looking after 30 million to 35 million end points, of which 16 to 17 million are already managed by one of Kaseya’s RMMs. With K365, and three further subscription packages due to be introduced in the next six months, Kaseya is hoping to encourage existing customers to use more products within its IT Complete platform and to attract more first-time customers over and above the 4,000-5,000 new customers it acquires every year through natural MSP market growth. We started out by asking Singh what challenges the rapid adoption of Kaseya 365 has presented from a product development perspective. Ranjan Singh (RJ): There were a few, not surprisingly, considering the phenomenal uptake of Kaseya 365, which we had prepared for as a company, but which still far exceeded our expectations. From a product development perspective, there were challenges on two fronts: first, customers are now buying a platform licence and, just like buying a software licence, they don’t want to think about the individual components of the licence, they just want an out-of-box experience where systems are pre-configured and so on. That’s an area in which we had done a lot already, but we knew we had more to do to make it easier for customers to onboard the platform. The second challenge was the onboarding experience itself. The typical buying motion for individual components is to do a demo, conduct a trial, make a purchase and then to do the onboarding for each component. With Kaseya 365, customers have effectively bought a platform with seven services inside it. Because there is so much functionality, so much automation and so much integration, instead of Technology Reseller recently met up with Kaseya Chief Product Officer Ranjan Singh to find out more about the cybersecurity and IT management software provider’s Kaseya 365 subscription (K365), Complete IT platform and AI plans. We met on the Milton Keynes leg of the company’s IT Evolution Tour, taking place in the spectacular MK-7 venue on the Oracle Red Bull Racing Technology Campus. Appropriately, Singh was in bullish mood, following rapid take-up of the K365 subscription which brings together seven endpoint management and security products from Kaseya’s IT Complete platform at a 50%-60% discount. K365 was announced at the end of April and Singh says that its reception has exceeded all expectations, both in terms of subscriber numbers – 4,500 MSPs and 3.5 million endpoints in the first few months alone – and the financial benefit to the MSP community, with $300 million of profit retained With Kaseya Chief Product Officer Ranjan Singh Q&A Ranjan Singh
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