Item: ConnectWise ScreenConnect
Rating: 9
Author: Rick Strangman

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

Use Cases and Deployment Scope

ConnectWise is being solely used for the remote support of our customers and servers. It allows us an easier client experience compared to other programs. It solves the problem of having a quick response to client issues. It also allows us access to our remote customer servers in real time. We use the product across our team of support engineers.

Pros and Cons

Pros

Customers just click on the link on our website to activate the download process.
The detailed instructions vary depending on what browser the client is running. This is indeed a big strength compared to the competition.
The grouped customer/server view is in real time without any human intervention. It allows us to immediately respond to server issues without having to start up a connect client.

Cons

On slow links ConnectWise can be slower than the competition.
ConnectWise is not always compatible with some PCs and their software configuration.

Return on Investment

The increased efficiency of quickly accessing remote machines through a lighter download and easier client instructions makes our engineers more productive with less frustration of the client.
Multiple session connectivity allows our engineers to park a difficult problem and work on an immediate issue.
The cost of software is the biggest impact on ROI as we have retired other inferior and expensive alternatives.

Alternatives Considered

TeamViewer, Avast Business Antivirus and LogMeIn Central

TeamViewer is far more expensive than ConnectWise and was replaced. It is still the fastest on high latency links.
Avast Business is still in use for antivirus, but not for remote access. The speed is terrible.
LogMeIn was decommissioned several years ago when they tripled the cost for small customers.
Nanosystems Supremo was recently decommissioned in favour of ConnectWise. Supremo is a very slow product.

Other Software Used

TeamViewer, Avast Business Antivirus

Likelihood to Recommend

It is well suited to support organisations wanting access to client PCs to diagnose issues. It is particularly end-user friendly with its download instructions. It is also well suited to the access to customer servers through the access panel. It is not well suited on high-latency links even with the resolution turned down to the minimum.

ConnectWise ScreenConnect Feature Ratings

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ConnectWise Transforms Small Business Remote Access Support