ScreenConnect does exactly what the name says it will do!
Updated December 04, 2017

ScreenConnect does exactly what the name says it will do!

Craig Lockley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

Momentum Credit Union utilizes screen connect on-premise version of the software for internal user support. Many of the use cases will involve IT department to access a users screen via machine client installation or through an invite via email, which in turn allows for IT department to quickly and effectively resolve an issue.

Screen Connect also offers a cloud solution, which is useful for systems that reside outside of our network but still requires secure and reliable access. This will include any Application Servers that reside outside of our network but requires an outside connection. This is also hardened by creating strict firewall and connection policies, while also utilizing two factor authentication with Screen Connect cloud services, as well as server access.

Screen Connect doesn't have to be used for an IT only function, it has many uses such as hosting meetings for webinars which can improve on the training. Other crucial features can include transferring of files, chat within the connected client, sending commands to restart or shutdown the workstation, and can even lock down controls or black out the monitor on the client end. This can be used when audit or an end user breaches security protocols and requires immediate attention.
  • Offering a secure way for allowing third party or Vendor support to access the same resources. This can be accomplished by creating a separate user group for the vendor to use to access an on-premise server which their application may reside. This can cut back on resources for our IT department to setup access through there workstation as a man-in-the-middle remote hub.
  • Easy access to workstations with their client side installations that can be deployed with a click of a button. This also allows for anyone to access a workstation without having to coordinate with the end user client workstation.
  • Windows UAC can always be troublesome with remote software, and this is something ScreenConnect has never had an issue with! Very pleased with this.
  • The ability to create a visual or floor plan to access client workstations. It can be on a blank java-run applet that uses basic draw functions followed by an icon with a label that can represent the workstation to access.
  • Integration into other applications or cloud applets including Slack, SameSpace or a messenger service such as OpenFire.
  • Video driver support for remote access, specifically with windows servers could be better supported.
  • Increased efficiency a thousand times over. This was our first and only remote client software we have used. Went from remote desktop or driving to another location to fix an issue.
  • Decreased on training and overtime costs to provide in-depth webinar's using a workstation to demonstrate new applications or procedures being released into production.
  • The ability to degrade the quality of the remote session with the end user client is very useful when a client ISP connection is weak or suffering from a bottleneck. This improves speed and overall ability to assist and resolve in a timely manner.
TeamViewer or VNC Viewer are remote software packages that I have used before. I use Microsoft Lync, Webex or other services through third party vendors. Rocket Chat is an open source framework but is not useful for end-user support but great for regular users for remote access or screen sharing. There are many on-premise and open source remote software packages out there, but the price point for a single-seat license for Screen Connect with free support surpasses any open source solution or any other paid service.

I do however wish that the pricing model was no longer a subscription model, but that seems to be the way all companies are moving forward with.
Screen Connect is perfect for an in-house only solution for IT Department to help with end user support, or expand to other departments where a supervisor or manager can assist with their staff without leaving their own office. Screen Connect is also great for cloud support when you need to access workstations outside of an office network, or with clients abroad. This can be very useful for any IT & Support company.

The integration with other systems is where it can fall short, but since most other systems don't as well. It's not a real negative.
If you want this system for conference calls or webinars, there are better solutions in terms of performance, but it still does the job very well.

ConnectWise ScreenConnect Feature Ratings

Screen sharing
File transfer
Instant message
Secure remote access with Smart Card authentication
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)

I would recommend this product for both internal remote control of end user workstations and remote access to other clients over the internet. It provides a secure and feature rich product that allows me to complete any necessary tasks without ever leaving the office.
I will continue to renew as I'm eager to see what they do next.
I would however wish the cloud service had a better API to work in conjunction with team collaboration or chat services to make it easier to connect with end users who use multiple workstations. (Slack or Stride provide this functionality).

ConnectWise Control (formerly ScreenConnect) Implementation

ConnectWise has done everything they could to help us in any situation. Great support team and their new updates are always providing features that we need. Its a simple solution that works the way we need it to. Their legacy pricing model is still much better than their subscription based model however it is still fair pricing.

ConnectWise Control (formerly ScreenConnect) Support

Great product, use it daily with a second support staff. Would love to see this expanded with other systems such as Slack or other collaboration software where a user can easily share their screen, do a conference or access another users screen quickly and easily.
This isn't the most friendly for "non-techy" people when comparing to Slack's ScreenShare solution but it works very well with our use case scenarios.