ScreenConnect your way to a Fantastic Remote Support Tool
Updated March 26, 2017
ScreenConnect your way to a Fantastic Remote Support Tool
Score 10 out of 10
Vetted Review
Overall Satisfaction with ScreenConnect
ScreenConnect is currently being used across the entire organization. It allows users to work remotely when needed and for IT support to connect to their desktops when they need assistance. The functionality and ease of use are great even for the less technical users.
- Ease of Use - user logins with their id and has the choice of just seeing their assigned computer, all computers, or some mixture of the two depending on security permissions. Searching amongst multiple available computers is as easy as a search.
- Ease of Deployment - End users can easily install the tool and select their username with minimal direction.
- Secure - Unless someone has the administrator ID, I am confident of the security of the tool.
- The ability to transfer files (Windows Explorer) to the remote desktop without taking control of the screen would be a nice feature.
- System resource reporting available remotely would be nice so you could check this in the background.
- Reduced operating expense by getting ScreenConnect and dropping LogMeIn.
- Has provided more users the ability to work remotely or for more technicians to support clients than previously allowed by budget with LogMeIn.
- Quick and easy to initiate session, allows quick response and therefore more time to process more work.
Previously used LogMeIn but due to costs and growing need of users to access machines remotely a new solution was needed. I don't feel as though any functionality was lost in the switch. Another product I looked at was Bomgar but the cost was prohibitive.
ConnectWise ScreenConnect Feature Ratings
Using ScreenConnect
10 - Members from multiple departments use remote services. Initially, we purchased ScreenConnect for remote IT support but we found it a great resource for (1) when our sales people are working remotely and (2) when conducting meetings in other locations where it's easiest to remote into our own machines. Right now, Management, Sales and Operations use this tool.
As an external IT resource, I offer IT support for this mid-sized business. I am rarely onsite and that is why I chose ScreenConnect. My background is as a Desktop Engineer but you could likely use a Tier 1 IT support resource for installing and maintaining this tool. It's ease of use / maintenance is it's greatest attraction.
- Remote IT support
- Working virtually using this as a remote desktop tool.
- We host meetings in our Training and Seminar rooms remotely logging into our machines as they are in most cases desktops.
- We allow vendors to present their proprietary information safely from the laptops they bring in to our environment.
- A nice add it would be a remote meeting to share screens with others.
Evaluating ScreenConnect and Competitors
Yes - ScreenConnect replaced LogMeIn. This came about as my organization was facing another price increase from LogMeIn and couldn't justify the cost any longer. Another reason was that LogMeIn conflicted with another product (Remotely Anywhere) that was used in the organization which surprisingly was also made by LogMeIn. In the end before using ScreenConnect in-depth feature for feature matched up with LogMeIn and came in at a much better price.
- Price
- Product Features
- Product Usability
Price was the most important factor in the decision to purchase ScreenConnect. While usability and features were important as well most products that were looked at had the core requirements we needed. After that, it came down to what could be afforded at our current level and any growth that we anticipated.
If I were to do this again there currently isn't anything different that I would do in my evaluation and selection process. ScreenConnect were very reasonable in their trial period and when I wasn't able to complete all of my testing during the evaluation a simple email to my sales rep got it extended for another set time.
ScreenConnect Implementation
- Implemented in-house
Change management was minimal - There was minimal Change Management involved. Since implementation essentially required adding users and rights on the backend and an agent to the computer, there was no downtime. Management was presented with the process which was approved and an email was sent out to all users who would be using the software with instructions on how to login to the portal and download the app to run and install.
- Providing documentation to the user with detailed instructions on how to install the agent. This was apparently not fool proof but that speaks more to the user than the documentation that was provided.
ScreenConnect Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
Using ScreenConnect
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Initiating session to a computer for remote access support
- Remotely logging in to my computer to work for the day remotely.
- Connecting to a sleeping or powered off machine with just the initial basic install is not possible.
- It has been difficult for users to remember the website and login credentials when they use it inconsistently.
Yes - I've used the mobile client on Android and iOS to connect to Windows machines from time to time. The app works great but productivity is somewhat dependent on the screen size of the device being used. In addition, the use of the mouse is a bit cumbersome and awkward so I have often only used the apps for a swift task to be completed.