Item: ConnectWise ScreenConnect
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

ConnectWise Control is used to support over 20 client offices. It allows me to resolve issues quickly efficiently. It also allows me to address issues and upgrades at night so as not to impact users during the day.

Pros and Cons

Two-factor authentication - this was a requirement on our part.
The ability to create session groups lets me keep my clients organized.
The ability to remotely update the client software.
Timeline - allows me to review time for billing.
Notes - Ability to keeps notes on each PC.
Ability to run commands on the remote PC in the background as well as look up system information.

When giving the users a code to connect, it requires the users to type the dashes. This has caused numerous issues since most remote access products don't and this can cause frustration when the user cannot proceed.
Two-factor authentication was not straightforward to set up.

Return on Investment

Able to provide faster response time to solve customer needs.
Overall increased efficiency due to being able to support multiple sessions.

Alternatives Considered

GoToAssist

I used to use GoToAssist. I switched due to a client requirement to have two-factor authentication and my existing solution did not offer that at the time. I am not sure if they do now. Of the solutions I looked at that did offer two-factor authentication, ScreenConnect was the most cost-effective at the time.

Other Software Used

Microsoft Office 365, Microsoft Office 2016, Evernote, QuickBooks Pro, Adobe Acrobat DC

Likelihood to Recommend

I made the switch to what was ScreenConnect at the time due to a requirement that arose for two-factor authentication. I made the switch for all of my clients initially due to the cost of running two systems but the more I used it the more I liked it over my prior solution. I use ConnectWise Control to support clients all over a large metropolitan area and beyond. If the software (small footprint) is running on their system, I can access the computer without the client at the desk to support my clients after hours. This provides a service for my clients that is quicker and more convenient. I also like the features where I can look up system information without even connecting to the host and add notes to a specific PC.

ConnectWise Control Enables Faster Reponse Time

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)