More for Less with ConnectWise Control
Jon-Erik Orr | TrustRadius Reviewer
December 26, 2018

More for Less with ConnectWise Control

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

We are currently using this platform to provide remote assistance to our clients whose services we manage, whether it be unattended access, one-off remote support upon request, and/or to present meetings, to save our clients money on call out's as well as enable us to have more time to spend on other clients. We are using this across our Information Technology & Communications platform, for pretty much any purpose that would enable us to carry out a task or request from a remote perspective. At the same time, this platform also enables us to monitor some other platforms via the extensions found on the ConnectWise Extension Marketplace.
  • This is a seamless, smooth and easy to use platform compared to the solution we used prior. Minimal to virtually no training is required to use this platform.
  • There is a multitude of tools available allowing a support rep and/or the user on the other end full control. Some of the popular tools we like to use are the Multi-Monitor support enabling us to switch between the users monitors, reboot & reconnect in safe mode to diagnose/fix corrupted Operating System issues, easy to use Toolbox for transferring files on the fly with fantastic transfer speeds, recording of the Remote Session itself for internal training and compliance purposes, and then last but not least -- our favorite -- the Chat tool, where our clients can interact with us and us with them.
  • The ability to view machine info is fantastic, where you can view info which includes the type of OS, Domain Name, Users Logged On, and hardware specs to name a few. Also, processes, the software installed, events & services running on that particular machine, and all at your fingertips prior to connecting to a device.
  • Added ability of ChatAssist to be included in as part of one of the plans available, rather than having to purchase other ConnectWise Platforms solely just for this functionality for the reason of improving collaboration between two parties even further.
  • Improve the Support instructions provided to the end-user prior to connecting to a Support session, as we have received a lot of feedback from our clients having trouble to connect so we may further support them on an issue. There appears to be a lack of instruction, so we have to call and provide further instruction before we may continue.
  • Perhaps revise the domain to something a bit shorter such as *.control.com* vs *.screenconnect.com* for ease of use and pronunciation as well as improve the mail traffic/rules for Invite via Email as the end-user does not receive such a link straight away and can incur some delays of up to several hours.
  • The ability to be able to acquire Host Pass from individual machines vs a setting that can either be turned on for all machines whether unattended or attended access, or none at all, as some of our clients would like the ability to have more power in the sense where they allow/provide us access.
  • Increased efficiency of technicians through support for multiple sessions
  • The efficiency gained through fast connection time and remote session speed
  • Overall software cost is much more affordable than any of the competing platforms. Basically, you get more for less
ConnectWise Control offers more for less in all aspects compared to the competing platforms, plus features and services that would normally be unavailable otherwise and require the purchase of an overall package, which may include a lot of functions/services not required.
This is very suitable in the event of unattended access, wake on LAN when a computer has gone to sleep, and/or running commands via a Command Prompt-like interface without needing to connect to a device. Not so much suited for one-off support requests and/or remote access on tablets or mobiles due to further instruction/intervention required.

ConnectWise Control Feature Ratings

Screen sharing
10
File transfer
10
Instant message
6
Access to sleeping/powered-off computers
10
Over-the-Internet remote session
5
Initiate remote control from mobile
1
Remote management of servers & workstations
10
Centralized management dashboard
10
Session record
10
Annotations
10
Monitoring and Alerts
5
Multi-platform remote control
10