Item: ConnectWise ScreenConnect
Rating: 10
Author: Aaron Deeds

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

Use Cases and Deployment Scope

We use ConnectWise to guide our new clients on how our system works. Also, we use the software to trouble shoot problems our clients are facing. It was an easy process to get started with ConnectWise. It only took me about an hour to get all our support reps set up and ready to help our clients.

Pros and Cons

Pros

Fast setup for clients
Clients are connected in minutes
Fast setup for our support reps

Cons

It's a little too expensive per license. You have to pay per user and that becomes a problem when 99% of the time you only need one license but you'll have to buy more if you have two people that need it at one time.

Return on Investment

Our support reps used to spend hours trying to fix simple problems over the phone but now problems are fixed in minutes.
We save time for our clients so they can get back to their jobs much quicker. This make us look more competent as a company.

Alternatives Considered

This is the first time we have used a product like this.

Other Software Used

Slack, Chrome DevTools

Likelihood to Recommend

Being able to see what's happening on a client's computer is much easier than having someone that is technically challenged try to describe what they are seeing. We have solved MANY problems by just seeing their screen and fixing a simple problem that would have taken an hour if we were to troubleshoot with the person attempting to describe the problem over the phone.

ConnectWise ScreenConnect Feature Ratings

Comments

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Great Product that has saved us countless hours.