How ScreenConnect helped our business grow and provide better service to our clients
Updated July 07, 2017
How ScreenConnect helped our business grow and provide better service to our clients
Score 9 out of 10
Vetted Review
Overall Satisfaction with ConnectWise Control
We mostly use ScreenConnect to provide remote support to our clients. It is used across our organization by all of our technicians to provide remote support to almost all of our clients on an as-needed/reactive and proactive basis (as necessary). Additionally, we have started reselling ScreenConnect to our clients for their use as a remote access tool (to mostly access their business desktops from home or while traveling).
- Self-hosted and therefore fully controlled and managed by our organization
- Provides a lot of features while still being very easy and intuitive to use
- Robust security and granular access control
- Lightweight resource usage
- Allows for company branding
- Great support
- Great pricing (at least at the time we purchased and were grandfathered into their pricing structure, although I still think their pricing is very competitive in the remote support/access marketplace)
- I know they were recently purchased by Connectwise, but it would have been nice for them to offer more MSP functionality within their package instead of having to get it elsewhere (or from Connectwise/Labtech)
- Better interface for customizing the software and services - it's a bit archaic and complicated to perform customizations
- Better implementation and security guides (for beginners using it)
- More plugins
- Better interface for submitting support tickets to ScreenConnect with less emails back-and-forth and a web interface for tracking current and previous support tickets
- Better messaging interface built-in for end-to-end communication with end-users
- Incredibly positive impact - allows for much faster response and troubleshooting time and greater efficiency in resolving end users' issues for the most part, especially considering how robust the software is.
Previously used LogMeIn, but their pricing became way too expensive and we wanted a self-hosted solution so that we could control it and manage it fully in-house (for security reasons and other reasons). ScreenConnect had the right feature set at a great price, as well as was being actively developed with new features being rolled out frequently and this made the decision fairly easy (and it could be branded how we wanted as well). At the time it basically offered everything we wanted where no other service/software did.