ScreenConnect has made a positive difference, we love it.
Updated October 19, 2018

ScreenConnect has made a positive difference, we love it.

Michael Dodd | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

We use ScreenConnect in the support department, for two purposes - troubleshooting and training. It allows us to speed up the process of troubleshooting when clients call in to the support line with problems or questions that can't easily be answered without seeing what they're actually doing. From a training perspective, it's a useful tool when delivering remote training, as it allows our staff to clearly and easily demonstrate elements of the system without having to spend too long in dry descriptions.
  • It's quick and simple to get started with a session - there's very little wasted time between acknowledging the requirement for a screen sharing session and getting up and running.
  • From an agent perspective it's incredibly useful to have visibility on which other agents are running sessions, how long sessions have been running and whether users are connected at the other end. Being able to see this level of detail at a glance helps when trying to juggle multiple agents needing access at the same time (and is something our previous supplier didn't offer).
  • We like the ability to brand the tool, so that it's in keeping with our design values. Clients who call in and require screen sharing sessions are often not very technologically savvy and/or anxious for their questions to be answered, so anything that helps them feel comfortable is a bonus.
  • As with every screen sharing tool which allows agents to take control of clients' computers, there can be problems with clients being able to download the necessary app. A number of our clients belong to local authorities and have to conform to council IT policies, which can be restrictive with things like firewall settings...in which case we're not always able to use ScreenConnect.
  • I've not always found the help centre documentation to be the clearest - some of the customisation tools are quite difficult to understand at first, and it would be helpful for the documentation to be a little clearer. Ideally it would be good to have some simple examples for regular use cases, in case it's not necessary to drill down into the more complex functionality.
  • To be honest, we were already using a rival screen sharing tool before we started using ScreenConnect. We chose to make a change because ScreenConnect has a better feature set, and is actually cheaper than the alternative - so there's been a positive impact in terms of reduced costs.
  • In addition, we've found it to be quicker and more intuitive than our old solution, which has led to efficiency improvements.
  • As mentioned before, being able to monitor who's using each licence and how long each session has been running has allowed us to plan our usage more effectively too.
I'd rather not specify the tool we were using before, as I don't want to be overtly disparaging. In terms of comparing the two tools however, ScreenConnect is easier for both agents and clients to use; has a stronger feature set; is considerably more customisable, and is still more cost effective.

From a support perspective, sharing a user's screen is particularly helpful when speaking to someone who isn't entirely familiar with the software they're using as users can demonstrate what they're doing/where they're getting stuck, while agents are able to clearly demonstrate a solution or an explanation. We find ScreenConnect to be useful under these circumstances, extending to being even more helpful with more complex cases as it allows agents to do things like taking screenshots of the user's computer and transferring them without the need for emails etc, or transferring files from one computer to another. We haven't really come across any situations where it's not appropriate to use ScreenConnect.

ConnectWise Control Feature Ratings

Screen sharing
9
File transfer
9
Instant message
9
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
Not Rated
Over-the-Internet remote session
Not Rated
Initiate remote control from mobile
Not Rated
Remote management of servers & workstations
Not Rated
Remote Active Directory® management
Not Rated
Centralized management dashboard
Not Rated
Session record
Not Rated
Annotations
Not Rated
Monitoring and Alerts
Not Rated
Multi-platform remote control
Not Rated

Using ConnectWise Control (formerly ScreenConnect)

Client Services for the most part, and Sales as well.
6 - Mostly it's line managers who provide support, and all that's really required is a bit of experience with the tool. It's not complicated.
  • Supporting clients with day to day requests
  • Holding external client meetings
  • We use it for very simple purposes, and as far as I'm aware haven't experimented with it in any unusual ways.
  • We're happy with how we use it at the moment.
It's an excellent tool which serves the purpose we need - to facilitate screen sharing where a support call isn't enough to solve a problem. While we've found some clients aren't able to connect - largely because there are restrictions upon them downloading and running external programs - for the most part this works well and helps make what would otherwise be a difficult job that bit simpler.

Evaluating ConnectWise Control and Competitors

Yes - We were previously using LogMeIn as our screen sharing solution. We looked for an alternative solution which would provide additional functionality and a more cost effective solution for scaling our usage as our needs grew and as our team increased in size over time.
  • Price
  • Product Features
Ultimately the key factor was price, as we needed a solution which could scale as we grew - i.e. we could add licenses as our client base and team size increased - without penalising us with prohibitive costs.
Honestly I don't think we would. I'm happy with the process we went through, and the solution we hit on in the end.

ConnectWise Control Training

I find ScreenConnect to be very simple and effective overall, with the main problem being that a number of my clients can't download the app due to existing firewalls and so on. Otherwise it does its job well, and I'm happy with it.

ConnectWise Control Reliability

As far as I can see there are no real barriers to scaling up - as and when we need more subscriptions, we can add them in with no negative impact to the existing way that we're using the tool.