Item: ConnectWise ScreenConnect
Rating: 10
Author: Sam Livermore, MCP, iTIL

Use Cases and Deployment Scope

We use ConnectWise Control as our remote solution for external and internal employees. The ability to maintain security, provide UAC credentials and provide a great user experience is what makes this product such a great tool. The configuration was easy, and once setup, you don't have to touch it at all. User administration is easy, and provides different levels of access.

Pros and Cons

Easy to use for end users
Flexibility of connection type: CODE, Email, etc.
Stable application, no issues after 6 years

UI is a little outdated
Provide automatic connection without user intervention
Better branding options

Return on Investment

Increased security posture
Remote workforce support
Multiple Monitor support

Key Insights

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?

Yes

Would you buy ConnectWise ScreenConnect again?

Yes

Other Software Used

PRTG Network Monitor, RingCentral, NICE inContact CXone

Usability

Really easy to create a new session. The added benefit of having a colleague join your session for additional input helps for higher level support that may be needed. Most end users have no issues starting a new session. Definitely a great product for remote support and I would recommend to any IT support team.

Support Rating

I have only needed to contact their support a few times, and every time they were knowledgeable, friendly and quick to offer a solution. The response was quick and we were always able to get the issue resolved. For having this app for so long, and only needing to call them a few times, tells a lot on how stable the application really is.

Likelihood to Recommend

We have been using ConnectWise support for quite a while, and the ability to provide administrator credentials solved a security risk we had with remote users being local administrators of their computer. This feature allowed us to lock down the computer, close the security hole and increase our security posture of the company in relation to remote workforce.

Great tool for Supporting a remote workforce!

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)