ConnectWise Control is invaluable to me personally and at work.
December 06, 2017
ConnectWise Control is invaluable to me personally and at work.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)
While I am primarily a frequent user (for traditional remote support of customers and also remote agents), several other employees also occasionally use it. We also allow a few paid consulting engineers access to provide remote support.
Pros
- 95% success rate in connecting to clients computers even when they have no experience or are generally inept computer users. This is the ONE primary feature that just has to work when using remote support - not connecting is just frustrating for the end user that is already frustrated with something that is wrong.
- Remote agents work very well, they have been more reliable and reasonable speed compared to other solutions we have used. Firewalls have been no problem.
- The cross-section of tools is outstanding: remote command line interface, meetings, the 'toolkit', etc. are all great. Just the right mix.
Cons
- I bought a site license when it was a single fee per seat. I like this license model better. In fact, I was going to purchase a full separate $325 seat for my own personal use (supporting Mom, Sister, etc.) but it was no longer available for purchase. So I'm bummed. The lowest cost cloud-based model is $15.00 per month which does not give me many features I would like and am used to at work, such as remote-wake and command line.
- Automatic or one-click updates on the site-licensed copy; I know this is no longer in development but the manual updates have to be done by our IT department; would be nice to just click "upgrade".
- For remote installed agents, I would like to see the option to reduce or eliminate the 'is controlled by' message that pops up when connected; and the desktop background change.
- Cloning a computer with an Agent installed sometimes confuses things even if I rename the computer... I typically have to uninstall and reinstall.
- When supporting customers, making it super simple to connect a remote session is very important. I've had problems getting customers over that initial connection hurdle. When using ScreenConnect/ConnectWise I've only had one instance where I could not get the customer to connect. This is a very good track record. The less time we spend getting connected, the lower the cost and the better the experience for everyone.
- We purchased ScreenConnect when it was a site-license; not SAAS; this was one of the best investments we have made. I have not done a ROI on the SAAS version; though I personally pay for the SAAS for family use.
- CoPilot, LogMeIn and TeamViewer
CoPilot pay per use - worked well, but I don't think it is available anymore. LogMeIn - works OK but pricing model got to be too expensive for our small business. TeamViewer - ok price but very hard for me to understand the way it works (who is what, who gives a code to the other person, and am I installing software or just running, it: ie the product may work fine but the UX was poor.
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