Saves us time and money
February 08, 2018
Saves us time and money
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)
Our customer service department uses ConnectWise Control on a daily basis to connect to and assist our clients with using our web application, install and support accounting package integrations as well as general IT support in regards to our platform. Majority of our clients are tradespersons or users with little to no IT ability.
Pros
- We can record all of our sessions and are slowly forming an internal training library for our own staff based on actual support/training sessions.
- Our clients are able to easily and quickly connect using any device, Mac or PC (even Linux and mobile!).
- Occasionally we need to do multi-site sessions and ConnectWise Control is able to handle this also with ease.
Cons
- The admin area could do with a good modern UI update. It's not intuitive where you need to do things, like adding a new user.
- The admin area is the only place I have any issues with ConenctWise Control, and that area is big enough.
- Increased support speed due to more consistent connections through various networks and client based restrictions
- Ability to record sessions allows us to create a learning library for internal staff (INVALUABLE)
- Better cost per agent than competitors!
They all do mostly the same thing to varying degrees and it mostly comes down to price at the end of the day. We compared ConnectWise Control to the likes of TeamView et. al. and they all performed admirably for our needs. However considering we need (at least) 10 active sessions at any one time TeamViewer was going to cost us an extravagance of expense and gave little to no real benefit for our scenario than ConnectWise Control.
It's a wonder I didn't find it sooner!
It's a wonder I didn't find it sooner!
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