Item: ConnectWise ScreenConnect
Rating: 10
Author: Neadom Tucker

Use Cases and Deployment Scope

All of my engineers use ConnectWise Control. We customized and branded the experience so that my clients can get remote support for their computer and it matches our overall image. We have a number of other remote management tools but ConnectWise Control is the one all of my engineers use hourly. The speed and ease of use make it like a reflex for my engineers.

Pros and Cons

Most of our clients have the access agent installed. So it only takes about 10-15 seconds for us to connect to a computer. Super FAST!
We have programmed the access filters to segment our clients by Organization, Location, Online vs. Offline, PC or Server. This gives our technicians a really fast method for finding the right client.
We use the toolbox feature to make sure our technicians us the same approved tools. This makes it simple to train new engineers as well.

The customization is a bit hard to do. It is not like just going to a tab and making a few changes. You have to scroll through a number of fields to find the right one and the the descriptions are exactly 100% understandable.
I wish the AGENTS would auto update vs having to manually update them after a system update.
It would be great if the CHAT feature was more like a chat queue. It is always on even if an engineer is not in the system. It would be great if it worked more like liveperson.com or something.

Return on Investment

Allows my guys to be in any number of computers at one time and really quickly.
The use of the image quality feature make it easier to work on clients with slower internet connections.
The command line feature gives us access to put any information one could get from a command line without interrupting the user.

Alternatives Considered

Teamviewer, LogMeIn and VNC. It is quicker than all 3 of them and works like a champ! The ability to organize clients into their companies, locations and other segments make it easy to find what your looking for. I love the 2FA as well.

Other Software Used

LogMeIn Central

Likelihood to Recommend

It is the BEST remote control app that I have used today. We have used many of them. I cannot think of any situation where this is not a great tool. The only thing I could think of is that it does not give you much local information about the machines and location. You can add-in some modules but it is still limited. You can run commands to get the information you want but it would be nice if they expanded this feature. Again this is NOT something we need many times.

I love me some ScreenConnect

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)