Item: ScreenConnect
Rating: 10
Author: John Barker MBA PMP

Overall Satisfaction with ConnectWise Control

Use Cases and Deployment Scope

Our company utilizes ConnectWise Control to provide attended and unattended support sessions for our clients. We have also used the meeting function to facilitate remote demos. Our company is new and small. All of us have utilized the software to accomplish a wide variety of support tasks for clients. The dashboard screen is easy to use and we find that with clients that have very limited bandwidth, such as single T-1 line, the connectivity is superb.

Pros and Cons

Pros

Auto reconnect after a remote reboot command is fantastic.
Connecting over low bandwidth is significantly better than Remote Desktop.
It doesn't utilize a large CPU% even with multiple sessions running.

Cons

There have been some issues getting the right installer for Windows 10. The default package would fail with an error. We had to cycle thru the various MSI, EXE packages to get the current one.
Honestly this program is fantastic. The installer issue is the only thing that pops up as something that was a minor irritant.

Return on Investment

We can easily handle multiple support sessions simultaneously. Particularly when waiting for a process to complete on one machine and actively working on a second.
The remote session speed is better than a direct remote desktop connection over low bandwidth. There is very little lag or screen refresh problems meaning a shorter remote session.
Per technician pricing model is greatly preferred method.

Alternatives Considered

We purchased when it was ScreenConnect. The pricing model was one of the main drivers for test driving the software as it was per technician. As we were using it, we found less lag with this software and the system reboot and auto reconnect function was better than some other platforms we had tried. In addition ScreenConnect was very transparent with they security protocols putting clients as ease when we do remote control sessions.

Other Software Used

Norton Internet Security, Datto, SonicWall TZ, Microsoft Office 365

Likelihood to Recommend

If you support a single office with remote staff this program is essential to provide proper support. If you are an MSP this program is absolutely essential in providing faster customer response and almost eliminate onsite visits.

Some government agencies refuse to use unattended remote support. But they are ok with attended support.

ScreenConnect Feature Ratings

Comments

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ConnectWise Control has been a fantastic tool for our MSP!