Item: ScreenConnect
Rating: 9
Author: Adam Breitenbach

Overall Satisfaction with ScreenConnect

Use Cases and Deployment Scope

Screenconnect is an integral part of our IT support system for our non-managed customers. It's a relatively inexpensive resource for allowing quick remote access to customers' computers for single instance resolutions. Each of our technicians have a separate account, and is able to set up his/her own sessions to address customer issues.

Pros and Cons

Pros

Branding and customization depth
Relatively low cost
Easy customer access

Cons

Complex customization system
Confusing pricing and billing model

Return on Investment

Increase brand recognition when performing remote support
Quickly troubleshoot issues without needing on-site visits
Software cost much less than similar applications

Alternatives Considered

LogMeIn Rescue, Join.me and TeamViewer

LogMeIn Rescue is an excellent program, but the cost was far too expensive for each technician to have an account. Join.me was not an ideal program, as its features were far too limited for our needs and purposes. TeamViewer was also an excellent program, but the cost exceeded our requirement.

Other Software Used

ConnectWise, Cisco Meraki MX Firewalls, Datto

Likelihood to Recommend

ScreenConnect is well suited for IT service providers who need the ability to provide support to end-users who are not on an RMM platform (typically non-managed customers). Also, as a copier service company, ScreenConnect allows us to address digital copier and printer calls, including scanning issues and problems caused by print drivers, without onboarding them to our RMM software or using a less-effective or tremendously expensive remote access utility. ScreenConnect does not replace our RMM utility, but it is a perfect supplement to it.

ScreenConnect Feature Ratings

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ScreenConnect Review