Item: ConnectWise ScreenConnect
Rating: 9
Author: Keith Walker

Use Cases and Deployment Scope

We use it for both remote access into our company computers, as well as certain client computers for remote support. At this point, it is primarily used by the service department. The main issue that it addresses is that we have the ability to provide support without rolling a vehicle to the customer's location.

Pros and Cons

Ability to restrict access by user
Ability to segregate machines by customer and organization
Ease of deployment

Administration/creation of users is a bit clunky
Resolution of host screen display can be problematic with (it appears) HDMI and Displayport. Sometimes the resolution is degraded to the point that we have to have a user turn the display on.

Return on Investment

Faster response to customer issues
Cost-savings for both us and customer in not having to send a technician onsite
Excellent pricing

Alternatives Considered

LogMeIn Central

We used LogMeIn Central for several years. Though it worked very well for us, the cost increases drove us to find an alternative. Overall, I prefer most aspects of ScreenConnect, I did find the administration interface of LogMeIn to be a bit better.

Other Software Used

GoToMeeting, QuickBooks Enterprise Solutions

Likelihood to Recommend

For us, ScreenConnect is best suited for remote support of unattended PCs. It does work well for "over-the-shoulder" trainer, as well. Where I can't recommend it, and why the above is rated 9 rather than 10, is for administrators who are not very technical. The administration can be a challenge, as the interface is not very intuitive.

ScreenConnect Evaluation

Overall Satisfaction with ScreenConnect