Item: ConnectWise ScreenConnect
Rating: 10
Author: Kenny McGarrity

Use Cases and Deployment Scope

Our IT Department uses ConnectWise Control to view our employee's computers across our entire organization. "In the world of Covid...", many of our employees still work from home, and having an easy way for them to connect into a support session is paramount. Our previous remote support solutions were a lot more clunky and took a larger footprint, and that makes a big difference with an abundance of legacy (ahem, OLD) PC we have out there.

Pros and Cons

Small download and CPU/Memory footprint makes ConnectWise Control stand out.
You do NOT need to use the rest of the ConnectWise suite of products to use ConnectWise Control
There are a lot of very smart options that make the program easy to use for IT, support professionals.

Honestly, there's not much criticism I can throw at ConnectWise Control.
They update their client a lot, so seeing that your client is out of date often can be off-putting... but a super minor issue because they're ACTUALLY updating things!

Return on Investment

Much less expensive than GoToAssist, so saving money is nice!
We are better able to help our users without the need to travel to remote locations to help users.
Can't beat the feature-set which allows us to be more productive.

Alternatives Considered

GoToAssist Remote Support, TeamViewer, BeyondTrust Remote Support (Legacy) and VNC Connect

ConnectWise Control gives you a lot of the features that the other products provide, but nothing that you won't use. Nothing is worse than a clunky remote session where you are fighting for CPU/RAM resources, and ConnectWise Control beats them all hands down. This product is built by people in the industry, not just a random shop looking to create another remote support product.

Key Insights

Do you think ConnectWise ScreenConnect delivers good value for the price?

Yes

Are you happy with ConnectWise ScreenConnect's feature set?

Yes

Did ConnectWise ScreenConnect live up to sales and marketing promises?

Yes

Did implementation of ConnectWise ScreenConnect go as expected?

Yes

Would you buy ConnectWise ScreenConnect again?

Yes

Usability

If you're a support noobie or a seasoned admin, this product is everything you are looking for. Join with a code - CHECK! Hop onto a permanent session installed on a PC/Server - YOU GOT IT! Wake up a remote sleeping computer - no problem. Need to customize access to different roles in your organization - BUILT RIGHT IN!

Support Rating

I haven't had to call into their support yet, so I'm looking at that as a positive thing. Their documentation is great and they actually update their software. If you're looking for something that will take care of itself, you can hook yourself into the cloud instance of ConnectWise Control which auto-maintains itself.

Likelihood to Recommend

The obvious use for ConnectWise Control is to provide a reliable remote control session to user's PCs. We also use it as a remote desktop to access our servers. Each remote desktop you have access to a shared toolbox of common programs which is very helpful. You can see more than one screen at a time, which sounds like a dumb feature however there are a lot of programs where you can only view one screen or only one screen at a time.

The End-All Be-All Remote Support Without the Extra Crap

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)