MSPs, Take Heed! ConnectWise Control is the Answer.
March 19, 2018

MSPs, Take Heed! ConnectWise Control is the Answer.

Tanner Campbell | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

We use ConnectWise Control to manage and support assets in the field and in the office. We use ConnectWise Control to support our end-users remotely and manage our (and our clients') servers and other infrastructure items.

Pros

  • The UX is impeccably executed making ConnectWise Control ridiculously easy to learn and use.
  • The way ConnectWise Control handles multiple monitors, external clipboard content, on-screen annotation, in session chat, and all the extra features it offers makes the experience between end-user and technician very pleasant.
  • The pathway through which a support session is entered into by an end-user is so straight forward. No complicated instructions or points for less technical users to get caught up in confusing steps.

Cons

  • Configuring ConnectWise Connect to allow support agents to see UAC prompts is a bit complicated. Could be a more straight forward process.
  • Dragging and dropping from a support agent's machine to an end-users machine through ConnectWise Connect is possible, but again it requires more in-depth configuration and it would be nice if this could be done with a toggle switch.
  • Once a user closes the chat window in a session, it cannot be opened again. This can be frustrating but not often.
  • Customer satisfaction when it comes to the experience had during support sessions is through the roof.
  • Utilization of technician time is at an all-time high, it is incredibly easy to get in, fix the problem, and get out.
  • Pricing is fair and saves us the cost of other enterprise level solution that frankly don't do as good a job.
ConnectWise Control costs less, is easier to configure, is easier to use, has a better UI and UX, doesn't get in its own way, and for lack of a better phrase, absolutely rocks.
MSPs should use no other remote assistance software. ConnectWise Control (formerly ScreenConnect) is the absolute best tool there is on the market. Join.me, LogMeIn Rescue, TeamViewer, Bomgar - none of them hold a candle. ConnectWise Control is 100% the right solution. If you're not an MSP, let's say you're a small-time freelancer, the monthly pricing for ConnectWise Control's cloud-hosted solution is beyond fair and can help you be a more efficient freelance IT professional.

ConnectWise ScreenConnect Feature Ratings

Screen sharing
10
File transfer
10
Instant message
8
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
10
Over-the-Internet remote session
10
Initiate remote control from mobile
10
Remote management of servers & workstations
10
Remote Active Directory® management
10
Centralized management dashboard
10
Session record
Not Rated
Annotations
10
Monitoring and Alerts
10
Multi-platform remote control
10

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