Item: ConnectWise ScreenConnect
Rating: 10
Author: Kyle Holmes

Use Cases and Deployment Scope

Our ConnectWise Control is used in our IT department, to carry out routine maintenance on core servers with the access mode and we also use it for carrying out remote support sessions with our clients. It allows a very fluid experience for external users and with the ability to brand the landing page, it allows us to grow confidence within our clients as well.

Pros and Cons

Clean and Great UX
Branding Ability
Ease of Use
Expandable
Affordable

Can be quite difficult for the customer to understand
A lot of prompts for user permissions (Can scare some customers)
No branding on Installer
Can not control mobile devices

Return on Investment

The licensing cost is very good, allows remote support sessions to return the cost very quickly
Technician efficiency is doubled due to a simpler design
Clients can find it difficult to connect to a session, causing a delay in time - increasing engineers' work times.

Alternatives Considered

ConnectWise Control (formerly ScreenConnect)

The main reason we looked at ScreenConnect was the value, as a lot of the many other remote support tools were very costly for the same package. Or they didn't supply branding options. The other defining factor we had was that some other remote support tool had been used for malicious attacks, which meant a lot of customers had lost faith in those programs.

Other Software Used

Adobe Photoshop, Remote Desktop Manager, Xero

Likelihood to Recommend

ConnectWise, is best suited in any IT support role, where connecting to external sources is required, and where you need access to be able to control the user's PC, and have the ability to move/exchange files between each other. This same reason can also be applied on an internal system, where you have difficulty accessing file structures internally, you can use this to connect to the system and transfer the file directly through the ConnectWise Client. I would have to say ConnectWise wouldn't really suit anyone that is just maintaining internal systems only, due to the ability to have standard RDP. The only other issue is it is not suited for remote control of mobile access.

ConnectWise and Why you should use it!

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)