Love and Hate Relationships Dealing with Remote Software
Scott Barrett | TrustRadius Reviewer
October 29, 2018

Love and Hate Relationships Dealing with Remote Software

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

We use ConnectWise Control to connect with our clients for remote work and to assist them with their IT needs. It allows us to connect when a client is a "possible" prospect or if our other RMM agent has failed.
  • The re-connection process is very good if I have to restart their machine.
  • The transferring of data is reliable and quick.
  • The option to leave a session open instead of completely closing it out is wonderful if you need to reconnect with a client later that day.
  • The connection process with clients is always a huge hurdle. There is a lot of expectation on the part of the client to understand "how to" connect. I can sometimes spend 20 minutes or longer just walking a person through the connecting process. There has to be a more slim line way of getting people connected. TeamViewer has a brilliant connection process with a nine digit ID number and a specific password for connection. That would be so beneficial to have a system that simple with ConnectWise Control.
  • Sometimes I have to email a customer the ScreenConnect session link but when the link is sent via email it is not a clickable link. It the address is displayed as a picture only.
  • I don't like the fact that I have to click a "join" button to get connected if I create the session. That should be automatic once the customer does what they need to do to get connected
  • Software cost has been good for us as a company
  • It has allowed us to develop relationships with clients that are not yet our clients through the remote access feature.
  • The ability to transfer data is very easy and useful for us as a company. Quicker transfers has lead to a better experience and quicker response time on fixing the problems at hand.
ConnectWise Control has more control options that both of the listed products but the only issue is TeamViewer and Splashtop make the initial connection process muck easier.
It is well suited for a direct connection. It is not so good with the connecting process. If the customer is not very good with computers it can make a bad situation worse due to the frustration of trying to get a connection going.

ConnectWise Control Feature Ratings

Screen sharing
File transfer
Instant message
Over-the-Internet remote session