Want to save time, money and improve customer happiness? Then get ConnectWise Control
Neil Pyrah | TrustRadius Reviewer
December 08, 2018

Want to save time, money and improve customer happiness? Then get ConnectWise Control

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

We use ConnectWise Control throughout my company to provide support to our customers. This allows us to rapidly provide remote support to our IT services customers at any time whether we are in our offices or out and about with portable devices such as laptops or Ipads.

We are able to provide support even when customer is not present which is great for out of hours support.

ConnectWise Control allows us to provide excellent support while keeping costs down and response times up. All without any infrastructure investment.
  • Allows any time anywhere support to our customers. We can either perform work for the customer or guide them through their issues.
  • Allows remote operation and transfer of files between us and customer
  • Enables screen recording for internal training and quality assurance
  • Provides auditing of access sessions.
  • As a former LogMeIn user we miss the ability to zoom the screen view up or down smoothly.
  • Screen zoom requires using the horizontal and vertical scroll bars rather than following the cursor. This greatly interferes with day-to-day operations.
  • ConnectWise has brought our costs down to a manageable level after our former product LogMeIn vastly increased their prices at very short notice.
  • Allowed support staff to be more productive by supporting from our offices. Travel time and associated costs are greatly reduced for both our staff and customer support reduced.
  • Each support call is quicker as we see what is happening on target PC rather trying to guide non-technical people by phone only.
We are a former user of LogMeIn. While we felt the LogMeIn product was generally a bit better the pricing became unjustifiable.

At this point we evaluated other products such Bomgar but the ConnectWise solution provided all we required at a much cheaper cost than the competition.
Where customers need guidance we can guide / training on our products we can do this in either an active or passive mode . The pointer can indicate to them where they need to focus without dominating the session. They learn better if they do things and we watch / prompt.

Sometimes support of customer requires restarting their machines. ConnectWise can remotely reboot customer machines when customer is not present.

ConnectWise Control Feature Ratings

Screen sharing
9
File transfer
7
Instant message
8
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
9
Over-the-Internet remote session
9
Initiate remote control from mobile
Not Rated
Remote management of servers & workstations
9
Remote Active Directory® management
Not Rated
Centralized management dashboard
6
Session record
7
Annotations
8
Monitoring and Alerts
Not Rated
Multi-platform remote control
9