Excellent Entry to Remote Support for a small IT provider
March 27, 2018
Excellent Entry to Remote Support for a small IT provider
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)
In a small IT service provider and MSP, we use it both for unplanned, on-demand requests for help and also continuously on some client machines. We use it to primarily provide remote support, saving time and travel costs.
- The process of connecting to a new client is generally easy enough that any client can quickly complete their part and make the connection.
- We provide support to clients with various operating systems, and we can connect to all of them.
- We have used connection scripts to simplify and inform us when machines with intermittent connections, like laptops, become available online.
- The customization interface feels it's from a bygone era. It could use improving.
- Some of the languages around different types of clients and connections have been confusing. This has improved in the last year or two and still has a little way to go.
- Our organization is small and many of our clients want an in-person, hands-on visit from a tech. But increasingly even they appreciate the ease and speed with which minor issues can be addressed remotely, so they feel they wait for less to get solutions, and they end up happier, even though they initially resisted.
RDP was simply too unpredictable and occasionally inaccessible to the end user. TeamViewer worked well, but the branding and continuous connections with ConnectWise Control make for a more professional experience and look.