Item: ConnectWise ScreenConnect
Rating: 5
Author: Verified User

Use Cases and Deployment Scope

We use ConnectWise Control as part of the ConnectWise, an MSP, across the whole organization. Primarily, it was used in the managed service department and IT for asset management, automation and remote desktop assistance e.g. patch assistance and monitoring. It was useful to have a complete packaged system without the need to work with lots of different software to reach our goals.

Pros and Cons

Faster than competition
Remote control app was ahead of competition
Ability to connect to unattended computers
Ability to have more than 1 support user log into a computer at one time

Training was difficult
Software crashes
Support take too long

Return on Investment

Sometimes crashed when working with customers
Upgrading is a pain
Support was lacking and we found often waiting for solutions

Alternatives Considered

TeamViewer and LogMeIn Central

ConnectWise Control was more reliable and cheaper than TeamViewer and LogMeIn however the support wasn't as good when there was an issue.
ConnectWise Control is a faster solution however we did experience crashes every now and again.

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?

Would you buy ConnectWise ScreenConnect again?

Other Software Used

Sage Business Cloud X3 (formerly Sage ERP X3), Smartsheet, Lansweeper

Usability

It's fast and has good functionality, like being able to have two support users connect to one computer for collaboration. However, we did experience some issues implementing and upgrade the solution.

Support Rating

If there was an issue, it would take a long time before it was resolved. Even big issues that would affect a lot of their customers e.g. chrome issues. I feel like this is the same across all ConnectWise products however and something you get used to.

Likelihood to Recommend

ConnectWise Control was a love and hate relationship. It's the giant in MSP software so you must consider it if you are a fairly sizeable company with over a few thousand seats. I would not recommend it for a small business as it will be too much.

ConnectWise packages, individually, rarely are not the best in that sector but it's just the fact that everything is in one place.

ConnectWise Control - is it wise to use?

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)