Originally published on LinkedIn, September 18, 2024
In building products and companies (20+ years and 6 startups later), I’ve always enjoyed creating solutions and working closely with Managed Service Providers (MSPs). NinjaOne is my fourth company built in close collaboration with MSPs, and I really love the shared values, transparency, and trust we have developed over the last eight years.
MSPs care about value to their customers and driving efficiency and profitability –characteristics that are the cornerstone of the NinjaOne culture. When we started NinjaOne, we knew that MSPs have been long underserved. We wanted to build a cloud-first, next generation platform that was simple, easy to use, secure, and highly scalable. And in doing that, NinjaOne has become one of the largest MSP providers in the market. As we continue to grow, we want to make sure we stay close to the roots that have made us successful. Here’s how we’re doing that for you.
The NinjaOne Difference: Our business is built to help your business succeed.
As a business:
- We protect and respect your customer relationships – we’ll never put our business ahead of yours. (Meaning our contracts don’t lay the groundwork for us to sell to your customers using your own data if you ever left NinjaOne.)
- We believe in providing exceptional customer communications 24/7 – we pick up the phone, with a sub 30-minute support response time, on average.
- We offer month-to-month subscription plans, to avoid vendor lock in – we want you to want to partner with us, not feel like you’re stuck in a contract or have to.
- We overinvest in customer support 3x the industry average – to make sure you get everything you need out of our platform.
Additionally, we now offer white-glove Professional Services to support complex data migrations and implementations for even the largest MSPs, so they can migrate to NinjaOne without impacting business operations. We offer a free and easy certification program to hone your skills with NinjaOne. More than 500+ technicians have achieved their NinjaOne certification in less than 3 months! And with free, unlimited onboarding and training for your staff, we’re not just invested in your organization’s success with NinjaOne, we’re invested in the growth and potential of your IT team.
Old-school building meets new-school innovation.
Technologically, when it comes to how we build, we have an old-school philosophy:
- We build the features and products that persuade customers to join our platform and never want to leave.
- We believe in transparency – we have a public roadmap, we talk to customers a LOT, we hire subject matter experts (including ex-MSP product managers who intimately understand your pain).
- We have the discipline to know when to build vs. partner on products. Even with tool consolidation, we recognize that we can’t build everything. This is why for security we partner with world class security products.
- We build thoughtfully and intentionally – we are focused on building value not hype. For example, we’ve been taking a measured approach to AI. Focused on driving real value, not marketing slogans, and our first beta use case will go live in our fall release (more to come).
- When it comes to M&A (I get a lot of questions about this), we’ll never buy a company unless the development team there meets our standards. We don’t buy to stack revenue or create another bundle – if you do, your customers are stuck with that code for YEARS to come. That’s not how we play. Ninja has passed on several companies that didn’t meet our standards that ultimately were sold to other acquirers.
Endpoint management is HARD – and the ground is always moving. Operating systems are changing, and RMM and MDM are becoming more important. We heavily resource our platform from an engineering standpoint to allow us to stay best in class as patches and the IT landscape around us evolves. In addition, we’re committed to helping our customers better support the never-ending expansion of device types they are responsible for managing (this is why we added MDM support earlier this year).
Our goal is to invest in our platform to ensure customer happiness by including more features AND PRODUCTS that are easier to build and maintain at no charge to you – so customers never leave us. On that note, we now offer NinjaOne Warranty Tracking free to all MSP customers, and NinjaOne Documentation free for any MSP customer up to three users.
Our best-in-class commitment to you.
Lastly, we’re a cloud-first, single technology stack, which makes us super easy to use and the most scalable RMM in the market. We’ve long had a security-first approach, and we’re compliant with everything from SOC2/type 2 ISO27001 with more major certifications just a few weeks or months away.
Most importantly, 10+ years later, we’re still founder-owned and led, and our north star continues to be delivering a world-class user experience for our customers. We hope that shows. If you ever have any feedback on what we can improve on, or what we can do to better serve our customers, send me a note at [email protected] (yes, I personally read it). Your success is our success.
