A Happy Decision
Updated April 05, 2019

A Happy Decision

Michael Watchorn | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

ConnectWise is used by our support team to debug issues around the world. ConnectWise allows us to save on travel costs, and response times are improved. We can connect to computers anywhere in the world, and be investigating the problem within moments. We especially like that the quality of the connection can be adjusted to make the system more responsive for slow links, and we like that files can be transferred if needed.
  • Provides adjustable bandwidth usage, for high latency connections.
  • SIMPLE to use! I love how easy it is to set up a new end-user, or unattended access point.
  • Reasonably flexible subscription options. Pricing is not outrageous. Switching over to ScreenConnect/ConnectWise Control dropped our remote access costs by 50%!
  • Allows multiple technicians to see the same remote computer concurrently! Really useful for work where tech 1 gets stuck, and brings in another.
  • There's a fairly steep jump in cost from the ONE package to the STANDARD package. Some more levels may (depending on how they were setup) provide a middle stepping stones.
  • I have yet to see a log file indicating why an agent can't connect to the server. Further self-diagnostics that would get logged would be really helpful (so I don't need to install Wireshark). Throwing our headless PC into another company's network doesn't always go smoothly and diagnosing the issues can be difficult.
  • It would be nice if I could share my technician screen with the person on the far end. I can send them screenshots, but that's a tedious process. It would be great if I could stream a specific region of my screen to show the person requesting assistance the process I want them to follow.
  • It has already proven useful for assisting remote support across time zones and country borders.
  • Faster response times! With remote control, we have debugged user problems from hundreds of kilometers away. Those same users would have either had to wait until they returned to our headquarters or suffered through debugging over the phone (ouch!).
  • One of our main reasons for going with this product was to avoid overseas trips, a major ROI. It saves us a ton on international flights alone!
I've had zero bad user experiences with the ConnectWise software. It's been able to provide the required service whenever it was called upon. We can't say the same for some of our other systems that were blocked (by remote firewalls perhaps?).
ConnectWise is great to access remote computers and the agent installation is a breeze. I haven't come across any "less appropriate" scenarios yet. It may be a problem if some remote sites have special firewall rules in place. So far ConnectWise Control has been better than other systems we tried when stuck behind other firewalls. ConnectWise allowed us to provide remote assistance when our prior remote assistance program failed due to firewalls.

I HAVE had to disable anti-virus on one user's computer for ConnectWise to work. I also noticed that some administrative features are blocked from the application, even when I sign in with a user with sufficient privileges. The system knows that a remote access tool is being used and blocks access. However normally ConnectWise provides better access than Remote Desktop Connection (which I find surprising).

ConnectWise also allows you to reconnect automatically when the remote computer reboots, allowing the tech to make changes and reboot, and maintain the connection after the reboot.

ConnectWise Control Feature Ratings

Screen sharing
10
File transfer
10
Instant message
10
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
10
Over-the-Internet remote session
10
Initiate remote control from mobile
Not Rated
Remote management of servers & workstations
10
Remote Active Directory® management
Not Rated
Centralized management dashboard
9
Session record
8
Annotations
Not Rated
Monitoring and Alerts
Not Rated
Multi-platform remote control
Not Rated

Using ConnectWise Control (formerly ScreenConnect)

6 - All of our users are technicians/engineers who are supporting co-workers, customers (on the customer's computer) or headless computers used for monitoring large manufacturing systems. It is common for use to use the "Agents" to access the headless computers and diagnose issues the customer is experiencing. We also support our own team members during an installation, when the installation team is on site the engineers can connect in to the team member's laptop and assist with the installation (changing code or parameters on equipment that the team member's laptop is connected to).
6 - All of the in-house support team are technicians and engineers. These team members support fellow team members, and customers.
  • Viewing pictures collected by equipment connected to the remote PC we connect into using ConnectWise Control.
  • Adjusting settings on remote equipment which the remote PC has access to.
  • Providing a secure connection to our customer's investment in equipment. Ensuring the continued success of our customers.
  • Allowing in-house team members to support contractors or travelling team members who are elsewhere in the world.
  • We were able to tunnel through 2 instances of ConnectWise Control.
  • We were able to have 2 technicians directly connect to the same client PC to provide support in tandem. (Without tunneling).
  • I expect continuation of our existing use cases. We are very happy to continue using ConnectWise Control as we have been.
We have renewed our new of ConnectWise Control in the past because we believe it provides great value for money, and we enjoy being able to use it. As long as we are required to support our existing equipment we will require software that provides access to remote PCs without a person next to the PC, and ConnectWise Control does a great job of that. (Not to mention the great job (and loads of options) for creating a session with a person (via email, code, URL).

Evaluating ConnectWise Control and Competitors

Yes - We replaced Kaseya. We were not using most of the features of Kaseya, and it was very costly. Additionally it would have been more expensive to deploy Kaseya agents to our customers, and the equipment sell to them and support. While Kaseya had lots of functionality, it was a poor fit for us (regarding the ROI). I had to give up a few features, but I can't honestly remember what they were, so obviously they weren't that important to me. ConnectWise Control is a much better fit for our use-cases. We have few technicians, a lot of agents deployed on a lot of remote computers, and few customer support sessions. We normally receive a phone call from a customer and connect in using the agent. The customer can go about their business and we'll report back (email or phone call) to the customer when the problem has been resolved.
  • Price
  • Product Features
I was most concerned with product features and price when I was making my purchase decision. I investigated a number of similar systems, and we were already using a similar system, but it was not well suited for our purposes. We required a piece of software that would allow us to deploy to a large number of remote computers. Those computers would not be on our domain, and not owned by us, but we would need to be able to connect into them when called upon. As a bonus we're able to connect to clients computers that don't have the agent software installed, allowing ad-hoc support sessions.
I wouldn't change my selection process at all. I would use the trial period as I did the first time. It gave me the time to ensure I had chosen a suitable solution. I was also able to get feedback from the various stakeholders and ensure there was a genuine interest in using ConnectWise Control.

ConnectWise Control Implementation

The implementation went smoothly. We are a fairly small organisation so it was easy. Maybe it would be easy in a large organisation too.
Yes - We had three phases.
In Phase 1, I evaluated the offerings from various competitors. I narrowed down the selection based on cost for our particular use-case.
In Phase 2, In the first phase we tested out some alternatives using their free trial periods, we had 3 testers during this phase.
Once we had buy-in from the various testers, we evaluated the results and proceeded to implement the best solution.
Phase 3 was the implementation phase, where I personally setup our account and technicians with ScreenConnect (now ConnectWise Control)
Change management was a small part of the implementation and was well-handled - I handled the all changes myself, which meant uninstalling the former software agents, and installing the ConnectWise Control agents as needed.
  • None.. it was awesome :)

ConnectWise Control Training

The product is pretty simple to use, so you don't really need training. They do have good documentation available online too. I did review the documentation at one point.

Configuring ConnectWise Control

All I really had to setup were my technicians (support personnel) at first. And then later on load the agent software on the headless PCs.
The system is a little limited in that I can't group agents, there's just a long list. I also can't knock off agents from the list (I have to wait for them to time-out and the drop off the list). There are areas of configuration though, for example I was able to change the drop-off period (unfortunately other old PCs that had not reported in were also dropped).
The setup is pretty simple there are no specific recommendations I can come up with.
No - we have not done any customization to the interface
No - we have not done any custom code
There is a whole configuration section. I looked at it, but I was happy with the basics.

ConnectWise Control Support

I have had to use ConnectWise Control chat support before (chat is my preferred method), and it has been great each time. The support team is knowledgeable and supportive.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
It's hard to provide a particular case of exceptional support. Each time I request support I promptly get support, and if ever there's a delay in resolving the issue it's been on my end.

Using ConnectWise Control

We recently found that we could have 2 hosts connected to the same client. This is very useful for solving tough problems. It is very easy to use, and it is quick and responsive. Pricing also makes ConnectWise very lucrative for us. Compared to other software I've used in the past for similar purposes this was easier to use and more intuitive.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Connecting to a remote computer
  • Conversing (chat) with end users who require support
  • Transferring files to their computer from mine.
  • Viewing connection history with a particular computer (with an agent installed)
  • Operating the remote computer
  • Diagnosing firewall issues

ConnectWise Control Reliability

The service has always been available whenever I needed to use it. I believe updates were performed on their servers at one point and I was provided with lots of warning about the outage (but the outage was short).
No unplanned outages. Always available when I need it.
Not only does it run quickly, but it allows you to adjust the parameters to ensure you get snappy response (the quality of the video suffers, but that's to be expected, and only a problem when I'm working on systems 1/2 around the world, and the far end has a poor connection).

Relationship with ConnectWise

They have their process down pat. It was quick, easy and painless.
They have been great, we upgraded our service and that went well too.
Standard terms (provided by the vendor, ScreenConnect). (Credit card payments I believe)
The vendor was great to deal with. I don't have any advice for people looking to start working with them. It should be quick and painless to setup.

Upgrading ConnectWise Control

Yes - The upgrades are very smooth. You just right-click on the computer to upgrade and select "Reinstall", and wait a few seconds for the reinstall/upgrade to take place. It's super easy.
  • Honestly I don't know. The functionality I've needed was there from the start.
  • Hopefully they take some of my suggestions from the "Cons" category and implement those changes. (Grouping of agents!!)
Yes - We started with just the "One" seat and then upgraded. That was smooth, and easy to do.