IT Service Desk
Q&A: Syncro’s Dee Zepf on Tackling RMM Challenges & Prioritizing Automation In 2025
Expert Insights Interview with Dee Zepf, Chief Product Officer, Syncro
Last updated on Jan 02, 2025
Written by Joel Witts
Written by Joel Witts
Share
As remote work and hybrid models continue to evolve, organizations face mounting challenges in managing and securing IT environments.
“Hybrid work models demand a new generation of RMM technology that offers greater flexibility and security for devices and networks,” says Dee Zepf, Chief Product Officer at Syncro.
Zepf is on the front line in helping organizations deal with the challenges common in the RMM space – increasing complexity, growing compliance concerns, and escalating costs.
In this Q&A with Expert Insights, Zepf discusses the challenges faced by MSPs and IT service organizations, and the key trends and priorities organizations should focus on as they plan for 2025.
Q. What are the biggest challenges for customers in the RMM space today and how are threats evolving?
Some of the common challenges we hear from our customers are increasing complexity to secure their environments, growing compliance concerns, escalating labor costs, and supporting complicated and hard-to-use software platforms.
Evolving hybrid work models—where employees can connect from anywhere and threats can come from anywhere—need a new generation of remote monitoring and management (RMM) technology that offers greater flexibility and security for both devices and networks than older tools provided.
Q. How does the Syncro platform help teams address these challenges, and how do you differentiate yourselves from competitors?
Syncro addresses these challenges with a highly accessible, easy-to-use, but powerful platform that automates many tasks. Our focus is helping our customers scale their business without the need to add more resources by amplifying a technician’s ability to get more work done in less time.
Syncro lets you deploy scripts, automate remediation, and manage compliance. The powerful scripting engine lets the technician deploy custom PowerShell scripts, or scripts from our extensive and vetted library.
Syncro also unifies Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) and provides a single solution that meets both critical needs. This ensures a more usable system and a higher level of integration without unnecessary complexity, helping our customers operate profitably, efficiently, and securely.
Our automation engine leverages AI to automate routine workflows and surface actionable information, elevating technician productivity to new heights. Syncro dramatically reduces the hours spent on repetitive tasks, optimizing every minute for problem-solving and empowering technicians to handle more tickets in less time.
Q. What are your top recommendations for CISOs in the process of looking for a RMM solution?
In addition to the core capabilities of an RMM, CISO’s looking for RMM tools should consider usability and solutions with intuitive interfaces that have a seamless integration with existing systems, including PSA or ticketing tools. It’s important to have a tool that not only enables you to monitor, manage, and script but that does it in an intuitive and simple way.
Q. What trends do you expect to see in the RMM space in 2025?
2025 will bring innovations in the area of RMM to help both IT and MSPs cope with the increasingly complex environments through AI and automation while also hardening their security postures in ways not possible before.
As the computing world becomes increasingly complex, I believe the best solution is to simplify IT professionals’ lives with powerful solutions that help reduce the workload and complexity of IT management and operations while empowering them to reach new heights of efficiency and operational effectiveness.
Q.In your view, what should organizations’ top RMM planning priorities for 2025 be?
As we look to 2025, prioritizing automation and security should be at the top of the list for organizations thinking about RMM. Ensuring their RMM is optimized to help them manage and monitor the holistic environment across endpoints and the cloud.
Further reading:
