ConnectWise Works for Tech Support
March 05, 2018
ConnectWise Works for Tech Support
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)
My company uses ConnectWise Control to provide tech support for individuals and small businesses in the area. We are a small company made up of myself, one other full-time employee, and a small handful of part-timers. Each technician has access to the service using two-factor authentication. We primarily use the service to minimize time spent driving to see our clients when a short remote visit would suffice. This allows us to see more clients during the day and increases our profits to match. It also allows us to have full access to remote computers including the capability to log-out and reboot without losing control. We can utilize software tools that we keep in-house and can research and review notes all while working with out client.
- Connection Reliability. As long as we have internet access and the client has internet access, the system works.
- Remote Commands. We can gather information on a client's computer and run remote commands without seizing control of their computers. In many cases, this allows us to perform minor tasks while letting our client continue to work.
- System Uptime. Other than pre-planned maintenance, there hasn't been any downtime to my memory. The system is always ready to go.
- Software Toolbox. The software toolbox works well but it isn't easy to add or remove software from it.
- Session Recording. Sessions are recorded in some codec that doesn't play well with certain software, including VLC.
- Easier Customizing. It is possible to customize the service extensively but it entails digging into system variables. It'd be nice to have an easier-to-use GUI to do this.
- Efficiency. There is no need to visit the remote computer for many tasks.
- More work can be done when computers can be remotely administered. Less gas is used.
- Clients expect fast fixes. My clients have become accustomed to fast response times. This is not always a good thing.
Windows Remote Desktop Services are great for connecting to one machine but it doesn't allow for administration and viewing of multiple computers. Plus, it only works on Windows computers and the session can't necessarily survive a restart. ConnectWise can be used on Macs or PCs and will allow for remote restarts, logoffs, etc.