Probably the best remote support software you'll ever use at an incredible value
April 30, 2019

Probably the best remote support software you'll ever use at an incredible value

Roger Brown | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

Our business offers remote support to over 800 clients to quickly and easily troubleshoot any software problems or questions they have with their computer. We also use it to help diagnose hardware issues as well. It has saved our business thousands of miles worth of travel and helped our customers get instant support when they need it. We were using a different company for this (which was far worse and had fewer features) when they decided to raise their prices by 400% so we started looking for other options. I'm glad we were forced to look at the competition because this is a much better solution. Without this software, I'm not sure we would still be in business.
  • Easy for clients to set up.
  • Great customization.
  • Lightweight client software.
  • An excellent number of features including sending files through the software.
  • Excellent pricing.
  • They need to make the user interface for administration more user-friendly. Setting up new users and more advanced security is more difficult than it should be.
  • Scrolling up/down using the scroll box seems to be broken.
  • Changing the pricing structure to allow free upgrades to the latest version of the software without having to buy a new license would be welcome.
  • Increased speed of access to remote machines.
  • Increased reliability of remote connection to machines.
  • Increased ability to remote into multiple computers at once.
  • Increased ability to send files to clients which saves time and mileage.
  • Increased overall customer satisfaction (I get compliments on how nice it is that I can help so quickly).
  • Reduced operating cost of running remote support software by allowing us to run our own server to manage remote connections.
ConnectWise offers better pricing, better client management, and faster access all at a better price than anybody else out there. While the competition typically charges you yearly per client, ConnectWise allows you to have an unlimited number of workstations and only charges you for how many concurrent connections you need per workstations. We typically don't require more than two per technician so paying for over 800 client licenses is not a good way to go.
It's great for a small business that needs to be able to handle a large number of clients. I'm not sure it would be a good fit for someone who only needs to remote into 1-5 machines, as there are plenty of other solutions for that which require much less setup/upfront cost.

ConnectWise ScreenConnect Feature Ratings

Screen sharing
8
File transfer
8
Instant message
5
Secure remote access with Smart Card authentication
Not Rated
Over-the-Internet remote session
10
Initiate remote control from mobile
9
Remote management of servers & workstations
6
Remote Active Directory® management
Not Rated
Centralized management dashboard
8
Session record
Not Rated
Annotations
Not Rated
Multi-platform remote control
9