ConnectWise Control Puts You in the Driver's Seat
Updated July 23, 2021
ConnectWise Control Puts You in the Driver's Seat
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)
We often need to create an ad-hoc session with a device that is not under our management. Connectwise Control [(formerly ScreenConnect)] gives us a robust resource to control the device, navigate anywhere we need, execute various commands, and engage in an on-screen chat with the client. The session is very simple to create and very user-friendly to initiate.
- The ability to execute commands from the Control console is very effective.
- Sessions have settings to reduce the resolution for times when bandwidth is at a premium. You can manually reduce the data for the session this way.
- A URL and a 5 digit access code are all that are need to initiate a session for an end user. It is very user-friendly.
- When initiating a session, an end user needs approve the download of the agent, approve User Account Control access, and to click to open the client. A streamlined process would be preferred.
- The technician must click a box at the top of the interface to chat with end-user. This would be better as a constant sidecar to the interface screen.
- The tools for the session are all at the top of the interface. It would be better if they were at the bottom like a taskbar.
- Regardless of our management of device, we can access it with end-user assistance.
- When integrated with ConnectWise Automate, it gives an amazingly, powerful remote management and support platform.
- It can be branded to marked your company.
- BeyondTrust Remote Support (Legacy)
We have used Beyond Trust occasionally for one of our White Label clients, but have found it is not as robust as ConnectWise Control. The seamless integration of Control with ConnectWise Automate makes it the best and most effective choice for our technical teams to deploy and manage our client machines.
Do you think ConnectWise ScreenConnect delivers good value for the price?
Yes
Are you happy with ConnectWise ScreenConnect's feature set?
Yes
Did ConnectWise ScreenConnect live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of ConnectWise ScreenConnect go as expected?
I wasn't involved with the implementation phase
Would you buy ConnectWise ScreenConnect again?
Yes
ConnectWise ScreenConnect Feature Ratings
Using ConnectWise Control (formerly ScreenConnect)
70 - As a Managed Service Provider, we often need access to machines that we don't yet directly manage. ConnectWise Control provides that access. We also need to troubleshoot offline machines occasionally. The link to smartphone camera feature helps us to see what the client sees, giving us visibility beyond the client's description of the machines activity.
2 - Our internal systems administrator and his assistant support ConnectWise Control for us. They have extensive experience in working with this and similar products. It is low maintenance and requires occasional version updates, but little more.
- New client onboarding so that we can add our RMM agent to the divice.
- New seat additions to managed clients to add our RMM agent.
- Troubleshoot unmanaged machines for contracted clients.
- The newer feature that allows a SMS message to activate the clients smartphone camera so that we can view an offline machines behavior.
- We don't take advantage of the command line functionality of it.
Evaluating ConnectWise Control and Competitors
- Price
- Product Features
- Product Usability
I was not involved in the decision making process. We have been using it for many years. I have checked boxes for the reasons why I know we keep it.
I was not involved in the process.
ConnectWise Control Implementation
- Implemented in-house
Not sure - I was not present during implementation, but I can't imagine it would have.
- I was not part of the implementation team.
ConnectWise Control Training
- no training
It is VERY intuitive. Minimal training needed.
Configuring ConnectWise Control
I do not directly configure.
Some - we have done small customizations to the interface - We have added our company branding to the interface.
No - we have not done any custom code
ConnectWise Control Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
We did not. We have alternate resources.
I personally do not engage in support issues with them. That is not my role.
Using ConnectWise Control
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Establishing a connection with a client end point.
- Naviation
- Controls inside application.
- I really can't think of any.
Yes - It is a little awkward, do to the size of screen you have to work on from a mobile platform. Navigation is a very big challenge.
ConnectWise Control Reliability
Integrating ConnectWise Control
- ConnectWise Automate
They are cousin services and the integrations are easy to maintain and deploy.
- Not at this time
Not at this time.
- File import/export
- ETL tools
File transfer integrations and tools are fantastic!
Use it to it's full, robust potential.
Relationship with ConnectWise
I am not in sales. Unknown.
Use them.
Upgrading ConnectWise Control
- unknown
- no expectations