Consultant, Technician, Owner - The quest for a remote access solution to meet many needs.
Updated October 27, 2017

Consultant, Technician, Owner - The quest for a remote access solution to meet many needs.

Glen Koopman | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

Currently ScreenConnect has been deployed across our whole organization for use with our off-site technicians to perform service, monitoring, and technical support as well as host client meetings; across a mixed environment of Mac/PC clients in various industries. As with most modern businesses we had a need for a branded, professional, cloud based, remote access solution with a list of needs that seemed unobtainable. The larger issue was bigger 'brand name' software(s) were missing features we wanted or carried a price tag that was not sustainable by the average small business whether that was for our clients or our own organization. ScreenConnect gave us what we were looking for, and with recent updates have improved on it.
  • Professional Public Facing User portal - the web based platform shines - Branding was a snap in the back end for any semi technical person, right through the actual use on both on the client side when joining sessions through use of secure code, or invitation; to the technicians side when setting up a session it's a breeze and we haven't run into a technical issue in deployment of a session yet. We look forward to embedding the portal (this is already an option) in the future for added convenience to our clients.
  • Technicians Tool Box - The ability to store a specific set of frequently used tools has been one of the most used features for us during a support session - quick clicks transfer and open the file on the remote system, eliminating steps and saving time for our technicians to get the job done correctly.
  • ScreenConnect client in general - we deploy remote access installs on some of our own systems to view/support through the mobile app or quickly connect to client machines for support without having to trouble them with getting us in to get the job done; the build installer is quick and easy to get set up on a user machine - we can check on their connected status and other information about the system from the cloud portal; using just about all of the available features during a remote session like the toolbox (I mentioned we love) we save time and money and couldn't be happier.
  • Mobile app - the largest disappointment is the mobile experience, even on larger screened iOS devices myself personally feels like the interface is clunky and poorly executed; navigation is rough the in app web UI does not act responsively as one would expect. I do however have high hopes that this will be improved in time, as its been the only short coming thus far.
  • Some random performance issues with input - though the majority of our remote experience has been stellar, we have run into instances where the client software experiences input issues either locking a users input or the technicians; it has been random not repeatable, does not seem to be bandwidth related and it is across all environments we've used this on Win 7/8.1/10 and all Mac OSX variants; it is a bug, and easily remedied with a reconnect.
  • Extensions feel under developed and don't offer much - things like ZenDesk or Freshdesk integration are great - we do hope to see more extensions in the future.
  • Forward facing branded portal increases client trust of our remote support services and leaves a good professional first impression.
  • Increased efficiency for technicians
  • Software cost is hands down the best cost vs. features
  • Unattended access for quick connects to client machines during incidents or servers offsite for updates maintenance or settings changes.
Cost, deployment, branding, web based portal, the performance and ease of use along with the branding really sold us; and the price point was the ultimate key . As a business we need to make a ROI and continue operations in an efficient and professional manner. ScreenConnect provided this for us. With its only current limitations being the poor Mobile app implementation it was hard to say no.
Our company uses ScreenConnect as a technicians portal and remote support service paired with our other supporting software including server monitoring. We feel [this] is the best and most ideal scenario to use ScreenConnect. Being of non technical background, clients find the ScreenConnect cloud site easy to manage and understand. Common client use is offsite access to system assets on and offsite at an affordable rate with a 'plug and play' setup across OS environment. As far as a less appropriate deployment we would have to say using ScreenConnect solely as a meeting software with only screen-sharing and text chat its very limited (useful for teams/presentations) but there are better software solutions suited for that experience. Plain and simple ScreenConnect does a lot very well. Its not an all-in-one remote everything but we are happy to have found it and look forward to its continued development.

ConnectWise ScreenConnect Feature Ratings

Screen sharing
File transfer
Instant message
Access to sleeping/powered-off computers
Over-the-Internet remote session
Initiate remote control from mobile
Remote management of servers & workstations
Centralized management dashboard
Session record
Multi-platform remote control

Using ConnectWise Control (formerly ScreenConnect)

ConnectWise Control (formerly ScreenConnect) Training

We use ScreenConnect occasionally for providing online training and/or meetings; when we have the experience has been consistent in the same way the support and access features have been. Everything has been where we need it when we need it with no connectivity issues; and onscreen controls for annotation, screen capture, selective / multiple monitor share worked as expected during our sessions. Its Simple, and it Works.