Item: ConnectWise ScreenConnect
Rating: 9
Author: Verified User

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

Use Cases and Deployment Scope

We use ConnectWise Control for instant connections to customer systems for remote support. We also use it for allowing remote users to connect to servers on our network from remote sites.

Pros and Cons

Pros

It is very quick and easy to set-up a remote support session with a customer. It just plain works and allows for the necessary access without any additional configuration or setup.
It allows us to always be able to access critical customer systems for support at any time.
It is very easy to administer and allows easy access for technicians from both inside and outside our network.

Cons

I'm really having a hard time coming up with anything that could be radically improved. It just plain works.
In one case, we had a very weird screen resolution issue where the remote screen was unreadable. This had to do with the customer video setting and was easy to resolve. Perhaps have a way to set (or reset) the screen resolution remotely?

Return on Investment

We are better able to support critical customer systems through fast efficient remote access. Built-in file transfer is a big plus as well.
We can also easily allow remote developers access to systems on our network very easily.
Very few times have we had any issues with the remote access system using ConnectWise Control.