Recent enhancements to GoTo’s unified IT management and support offering are bringing new opportunities for MSP
In February, GoTo announced a new AI assistant for its IT management and support solution GoTo Resolve. Designed to make it quicker and easier for IT professionals to diagnose, remediate and prevent IT issues, GoPilot is the latest in a series of enhancements to the end-to-end solution for remote monitoring and management (RMM), remote access and support, ticketing and automation.
In particular, it follows the addition, in June 2023, of Mobile Device Management (MDM) to GoTo Resolve, which enables customers to enjoy mobile device management capabilities via the same portal, at a time when many are looking to reduce the number of tools used by hard- pressed IT staff.
In a GoTo survey of small and medium- sized businesses released last March, 65% of respondents said the workload of their IT teams had increased, and 92% said reducing this burden was mission-critical. To which end, 83% consider consolidation of communication and IT management and support tools an important initiative.
Robinder Koura, Global Channel Sales Leader and Cloud Solutions Advocate at GoTo, says that corporate IT consolidation is the inspiration for much of GoTo’s recent product development.
“It was the driving force behind GoTo’s recent innovation of GoTo Resolve, announcing a new suite of remote monitoring and management (RMM) and mobile device management (MDM) features, laying the foundation for GoTo’s evolution towards a full IT service management (ITSM) solution. These features streamline workloads and resolve IT challenges in a unified solution and expand access to IT management across all devices,” he said.
Simplicity for MSPs
Koura adds that the need to keep IT simple is also a requirement for GoTo channel partners and was a key consideration in the launch, in September 2022, of GoTo Resolve for MSPs.
“Providing an all-in-one solution for remote IT management and monitoring addresses a large portion of our partners’ needs, including supporting disparate workforces, becoming more responsive to customer demands and freeing up resources to focus on more strategic IT planning.
“GoTo Resolve enables MSPs to meet the evolving needs of today’s SMBs with frictionless, fast and flexible support, without the hefty price tag. The solution provides MSP-specific account administration and reporting features and GoTo’s best-in-class remote support tools to easily support and troubleshoot clients’ IT assets. GoTo Resolve for MSPs is backed up by a first-of-its-kind zero trust security architecture within an RMM solution, helping to safeguard MSPs and their customers from increasingly prevalent and devastating software supply chain attacks.”
Koura says GoTo Resolve for MSPs and the enterprise-grade remote IT support solution GoTo Rescue for MSPs enable MSPs to meet the demands of UK businesses that increasingly have a mindset to ‘do more with less’.
“Given the economic pressures on small businesses and the growing number of flexible workforces, there is a huge demand for managed services in the UK. Working with tighter budgetary restraints means companies are looking to work smarter by consolidating their technology stack and finding ways to be more efficient with their IT resources. Simplicity is key to success in this economic climate, and we recognised the need to make access to our solutions easier and affordable for our partners.”
New partner programme
In this context, Koura cites the launch of the company’s new partner programme as one of last year’s highlights.
“Following our company’s rebrand from LogMeIn to GoTo, we launched the new GoTo Partner Network designed to empower our growing ecosystem of partners with additional ways to attract customers and increase revenue. Today, current and new partners can benefit
from additional investments in marketing, new integrations and support for multiple partner types (MSPs, resellers, distributors, sales agents and technology services brokers). The program includes the rollout of a specialised Partner Concierge Program, which provides additional investment and resources to drive higher demand generation and sales for all partner organisations.”
A critical role
One of the most rewarding aspects of his job, says Koura, is explaining to GoTo partners why they play such a big part in the company’s mission to simplify IT management for SMB and enterprise customers.
“The partner ecosystem is very much alive today, thanks to rapid advances in the technology trialled and deployed by businesses. According to our recent IT Priorities survey, partners still play a vital role in IT decision-making, with small and medium-sized businesses increasing their usage of partners by 55% over the past year.”
Koura adds that in a world where IT skills are scarce and often too costly for small and medium-sized businesses to acquire, SMBs are going to continue to rely on the partner community for expert advice.
“As businesses seek to do more with less, IT consolidation is one of the biggest opportunities for MSPs to help their clients determine the appropriate IT strategy and which technologies fit into the strategic stack,” he said.
“We continue to expand our Managed Service Provider (MSP) offerings to make their clients’ experience frictionless, secure, easy and affordable with GoTo’s IT management and support software. Ultimately, we want to make secure IT simple for MSPs and increase the productivity of our partners by removing inefficiencies in the IT support process.”
Robinder Koura snapshot
What’s the best bit of advice you’ve been given?
‘Always treat people the way you would like to be treated’. That summarises the general advice my father always used to give me.
Have you ever had any embarrassing moments at work?
A few years back, I was presenting at a sales conference in front of a large audience and as I turned around after being handed the microphone, I accidently knocked the host off the back of the stage!
What is your favourite quote and why?
‘Life is simple, but we insist on making it complicated.’ This quote from Confucius has always really resonated with me, especially in recent years when life seems to have gotten more complex, frantic and fractured.
What is currently top of your playlist?
My playlist mainstays are Bjork, Massive Attack, Radiohead, Goldfrapp and Gorillaz, but I always try to explore different artists and genres. My daughters have recently got me into Turkish and Arabic music.
What would your dream job be?
Travel blogger/reviewer or Top 10 PGA golfer.
Android or Apple?
Apple
What was the last app you downloaded on your phone and why?
Magzter. It allows me to access lots of different newspapers and magazines and is great for flights and travel.
How do you like to spend your spare time?
With my family (wife and two daughters). We love to travel, when possible, or simply go to shows, exhibits and restaurants in London on the weekends. I’m trying to get back into reading books and spending less time staring at my phone!
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