Item: ConnectWise ScreenConnect
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

ConnectWise Control (formerly ScreenConnect) is being used by our IT department to assist users with troubleshooting and installation of software, particularly in remote locations where we are unable to provide assistance in person. It allows us to effectively and quickly identify the issue that the user is having and allows us to implement solutions in real time to achieve first-call resolution.

Pros and Cons

Allows technicians to accurately troubleshoot user issues by seeing exactly what the user sees in real time. This is especially useful to view exact wording on error codes or messages that users do not remember or do not understand.
Allows technicians to provide support scheduled around user convenience using the Unattended Support feature.
Allows technicians to guide users through actions effectively by allowing control to both the technician and user simultaneously. This allows for uninterrupted training and coaching compared to other software where users and technicians have to "request" control of the mouse and keyboard intermittently.

Drag and drop function to transfer files can be a bit slow, but this is likely just due to connection speeds and may not be able to be improved.
The remote printing feature should be disabled by default since it is hardly used and often leaves behind printers that confuse the user after the technician has disconnected. The ability is nice to have in case but should not be enabled by default and should be an option that is enabled only by selection for each technician role.

Return on Investment

Increased efficiency of technicians through support for multiple sessions
Cost is competitive for all of the features included
No need to outsource local support for remote sites

Alternatives Considered

TeamViewer and VNC Connect

ConnectWise Control (formerly ScreenConnect) is more cost effective and provides many more features than competitors I have tried. The user interface is much more intuitive and has a better variety of options when adding roles for different technicians (admin, standard user, help desk technician, etc.). The features I have found to be most valuable are the Unattended Support and Chat features.

Other Software Used

Spiceworks, Microsoft Office 2016, Microsoft Exchange

Likelihood to Recommend

ConnectWise Control (formerly ScreenConnect) is well suited for supporting remote workstations where IT technicians are not able to provide in person support (such as satellite office locations or users who work from home). Even workstations that are located on site benefit from using ConnectWise Control because it allows technicians to be connected to multiple machines at a time. It is great for increasing productivity due to the ability to multitask while using it. Often times our IT department will be connected to one workstation and installing software while on the phone with another user and connected to another workstation to troubleshoot an issue. This is a huge time saver and allows for first-call resolution in many cases.

A Very Loyal ScreenConnect Customer

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)