ConnectWise is a vital part of our IT support team.
April 11, 2019
ConnectWise is a vital part of our IT support team.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)
Our company supports over 80 customers globally across the retail sector with over 600 machines. Due to the nature of our customers' businesses any downtime can be critical and so needs to be kept to a minimum. We need to quickly and effectively remotely diagnose an issue or connect and control a machine at any time. We have used other more expensive applications before ConnectWise and none have been anywhere near as flexible or function rich. We often require multiple agents to connect simultaneously to 1 machine, send commands or transfer files. We have simple overview details of the machine's specifications and status of their internet connectivity. These functions alone allow us to resolve 15% of logged support calls, without an agent needing to remotely connect.
- User profile flexibility. We can set individual users' level of access rights and what machines they can see.
- Each agent can access multiple machines at a time and also share access to the same machine.
- Access logs. We can review who accessed what machine when and also if internet access failed.
- Organise machines using tags to group effectively.
- I would like to see increased reporting such as report of activity by agent rather than endpoint machine.
- Thumb nail expansion would be handy.
- Increased efficiency of support team.
- We provide our customers with remote access to their own estate and thus add value to their support contracts which in turn allows us to charge more.
Not only is ConnectWise far more flexible than previously used tools- it comes at a fraction of the price. My staff regularly comment about how bad previous tools were compared to ConnectWise.