Low Profile yet powerful - The future of remote support
November 06, 2018

Low Profile yet powerful - The future of remote support

Kyle Pritchard | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

Our business is a multi-site business, with field workers using tablets and laptops with remote access. It is sometimes difficult to get onto each field or to each site to support their IT. ConnectWise Control allows me to effortlessly manage all devices in our business and offer remote support regardless of if I am in the office or working remotely.

  • Unlike other remote applications, ConnectWise allows me to add all devices to a group, meaning I have instant access to every bit of kit.
  • I am able to store useful tools within the top bar, to call at any moment, for troubleshooting or known fixes.
  • With GPO and the remote agent pushed to every domain device, I am able to effortlessly keep up to date with new kit on site, and it requires no manual process to get devices added to the list.
  • The performance I find is hard to beat elsewhere. Unlike other options that I have tried, I seem to experience no latency with ConnectWise.
  • Sometimes the agent doesn't like to install remotely, but that is a GPO and networking issue not an application issue.
  • Previously we were using free options for remote support. So despite the cost increase (hardly much) the turnaround of fixes has been quicker.
  • With fixes being quicker and more efficient, employee downtime has been decreased and output of work increased.
  • The software has allowed me to work with our external IT support provider in a more efficient way. Having them connect to the same session as me allows us to discuss issues, and investigate as a team rather than sharing info through email or IM.
ConnectWise offered a cleaner UI and less set up. Specifically with TeamViewer, the constant need for ID and passcode every time got repetitive and with a bad phone connection mistakes were always made. The other options didn't seem to provide a very nice user experience either and at a cost much greater than what we were willing to pay as a small business.
If you are a support technician, engineer or help desk, ConnectWise offers a low bloat remote access option for support. It has a great list of features for any level of support. If the issues you face are more hardware based, CconnectWise could help you find the cause in the OS for example, but that is as far as it would go. I wouldn't recommend this to anyone who doesn't work in the support sector.

ConnectWise ScreenConnect Feature Ratings

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