Item: ConnectWise ScreenConnect
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use ConnectWise Control as a remote access tool for workstations around the world. With it, we are able to help handle helpdesk problems on remote computers and have also used it for training purposes. For our remote workers around the world, this is extremely helpful. We are a one person IT shop and saving any time at all is extremely helpful. When we initially set up a new computer, we install the client so we can remotely access the workstation when needed. When a user has a problem, it's very easy for us to connect and make sure we understand the problem correctly. In training, it is especially helpful because we can allow the user to follow instructions but we can watch "over their shoulder" while they do it. This makes it much easier to see what they do as they do it.

Pros and Cons

Remote support clients - we can access whenever they are online.
Easy creation of named or coded sessions.
Basic customization for brand recognition.
Allows us to use 2FA to ensure only authorized personnel can access installed clients.

Remote support for mobile devices.

Return on Investment

Increased efficiency, even if it just saves a 10-minute walk for a 5-minute support session, that's huge.
Decreased time of resolution of issues means happier clients.
Ability to easily check on or resolve issues after hours, when other employees do not need to access their computers.

Alternatives Considered

GoToMyPC, BeyondTrust Remote Support (Formerely Bomgar Remote Support) and TeamViewer

Cost, cost, cost.
As a non-profit, our resources are extremely limited. Other resources were strong but I had used ScreenConnect for a number of years as an MSP. ConnectWise Control is an extremely strong product for the cost. We looked briefly at GoToMyPC and TeamViewer but the features and cost advantages of ConnectWise Control were outstanding.

Other Software Used

Slack, Zoom, Microsoft Office 365, Microsoft Teams

Likelihood to Recommend

If you have a remote workforce, or even a few employees that travel often, ConnectWise Control is excellent for allowing you to remote into a client machine and see the problems first hand. For example, some staff are less adept at providing useful descriptions of their problems. By being able to quickly remote into their workstation and watch their actions, it's easy to spot the problem or see the issue reproduced. This is especially helpful with the rapid changes in cloud-based software and web applications.
We also have a very small support team of one person, so users with limited support resources will find the remote support extremely helpful. It allows us to respond to tickets quickly and resolve them faster.

Excellent product. Easy to implement and use. A must-have for remote support.

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)