Surprisingly Painless
May 16, 2019

Surprisingly Painless

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

ConnectWise Control is used both internally to support a global team of consultants working in remote work sites with poor access to local support options, as well as used externally to support a number of our clients and partners. With a globally distributed workforce, technical support becomes an absolute nightmare without the right tools and processes in place, something that we have been able to greatly improve upon since the adoption of ConnectWise Control.

Pros

  • Easy to deploy to both full time and temporary one off users
  • Relatively simple to set up and manage
  • Improvements being made to better support 2FA options

Cons

  • Still a long way to go before the 2FA options are where they need to be - supports only a single hardware token device, lose your YubiKey for instance, you can't configure a backup device
  • Remote control of users with multidisplay set ups can get a little fiddly
  • Cost of the application is significantly more transparent than competing products
  • Simplicity from the end user's perspective has been fantastic and often complimented
  • Access to our staff even behind extraordinarily restrictive internet access filters imposed by clients has been remarkably painless
We had been long time users of TeamViewer, however the product was a nightmare for clients and end users who had multiple parties requesting access to their machines for support of various applications. There were times when clients simply gave up out of frustration trying to work out which particular version of TeamViewer support they had to be opening or closing. The product was not particularly robust when dealing with overly restrictive networks and did not deal well with slow or high latency connections.
While several other options were reviewed, none had the feature set at an acceptable price to compete with ConnectWise Control.
I recently had a discussion with a local information technologies support company who had recently moved from TeamViewer to ConnectWise Control - the same process we went through over a year ago - and for many of the same reasons. Having already made the move they had preempted my recommendation. Any scenario where quick and effective remote access particularly where physical access may be limited or impossible lends itself to the use of ConnectWise Control. Customers, clients and colleagues are significantly happier since the shift.

ScreenConnect Feature Ratings

Remote Administration
5.9
Screen sharing
8
File transfer
5
Instant message
7
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
6
Over-the-Internet remote session
8
Initiate remote control from mobile
8
Remote management of servers & workstations
9
Remote Active Directory® management
5
Centralized management dashboard
2
Session record
4
Annotations
5
Monitoring and Alerts
2
Multi-platform remote control
8

Using ConnectWise Control (formerly ScreenConnect)

3 - End User support, infrastructure management, application management
1 - Detectable pulse. The product once configured is pretty straightforward.
  • Ability to handle poor quality network environments
  • Simple for end user's to access
  • Cost effective
There are no alternatives nearly as feature complete at an acceptable price point.

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