ConnectWise Control - is it wise to use?
June 25, 2021

ConnectWise Control - is it wise to use?

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

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

Do you think ConnectWise Control delivers good value for the price?

Yes

Are you happy with ConnectWise Control's feature set?

Yes

Did ConnectWise Control live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of ConnectWise Control go as expected?

No

Would you buy ConnectWise Control again?

No

Sage Business Cloud X3 (formerly Sage ERP X3), Smartsheet, Lansweeper
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.
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.
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 Feature Ratings

Screen sharing
8
File transfer
6
Instant message
5
Secure remote access with Smart Card authentication
8
Access to sleeping/powered-off computers
4
Over-the-Internet remote session
8
Initiate remote control from mobile
7
Remote management of servers & workstations
8
Remote Active Directory® management
8
Centralized management dashboard
8
Session record
7
Annotations
6
Monitoring and Alerts
8
Multi-platform remote control
9