Why ScreenConnect is a Sound Choice for All Businesses
Updated December 07, 2017

Why ScreenConnect is a Sound Choice for All Businesses

Bradley Jones | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

Tech Wizard Solutions has provided computer support and a variety of computer and network protection services since 2011. PC Helper 123 was created to focus on providing the computer support and protection to consumer end Computer users. ScreenConnect is the primary portal for the easy process required for computer owners at all knowledge levels.

ScreenConnect provides the perfect solution for people that only require a single instance of assistance and those that decide to become members and receive ongoing protection and support.
  • ScreenConnect is easy to use for those end users we are attempting to provide help to regardless of their computer experience level.
  • ScreenConnect works for both PC and Apple/Mac computers. The process for initial connection is the same for both system types without requiring special portals or consumer effort.
  • ScreenConnect has multiple ways of allowing support people to help via remote access including through mobile devices.
  • Information on how to use certain aspects of ScreenConnect are difficult to find if exist at all. An example would be the ease of which ScreenConnect supports both PC and Mac. Most require special steps when supporting one type or the other. ScreenConnect uses the same portal and does this automatically yet fails to make this information easily available to those familiar with other systems
  • Lack of or difficulty of finding documentation for simple tasks such as adding a user or using tools in the admin or back end of the system are a problem.
  • The transfer of files to clients can be awkward. Working on a drag drop system that is consistent would be nice.
  • Easy connection to members computer when support is requested allows for increased support quality and ease for the end user resulting in increased word of mouth referrals and account renewals.
  • Super easy multiple remote session windows allow technicians to provide service to multiple systems at one time increasing the amount of income and lowering the per hour costs.
  • Ability to request a user end screen capture without the requirement of initiating a full connection allows an evaluation without requiring extra time and non-needed remote sessions that take time from the end user and a non-paid remote session connection on the company end.
ScreenConnect provides a more stable remote support portal than Instant Housecall and VNC. TeamViewer does have some available features that ScreenConnect does not they are very close in usability and features. The cost between using ScreenConnect over TeamViewer is dramatically lower.
ScreenConnect is very well suited when the full remote portal is installed on a computer. It is very easy for a support technician to provide support even in the event that a user can not see their own screen or have control. In instances where it is necessary for a computer to be put into safe mode (i.e. Windows 7) the process for creating a connection on the consumer end is difficult to understand.

Once the consumer attempts to start a remote session many are confused by the instant popup of the instructions. A better primary description may be helpful in resolving this issue.

ConnectWise Control Feature Ratings

Screen sharing
10
File transfer
7
Instant message
9
Over-the-Internet remote session
10
Initiate remote control from mobile
8
Remote management of servers & workstations
10
Remote Active Directory® management
10
Centralized management dashboard
10
Session record
10
Annotations
10
Multi-platform remote control
10

ConnectWise Control (formerly ScreenConnect) Implementation

Executing a remote session with ScreenConnect, or rather ConnectWise is pretty straight forward for both technician and client. The session owner/technician can setup a temporary remote sessions for 1 time or immediate support and create a more permanent access environment that allows system access without the need for the client to go through the connection process every time.

A client can go to the screenconnect connection page and start the remote session process with a code or several methods. This same environment can be integrated into your existing website like I have done. The process seems to be easier for the client than other remote softwares have been and few problems or complaints have come up in the time I have been using it.

ConnectWise Control (formerly ScreenConnect) Support

There have been two times when something has went wrong and I needed immediate assistance in order to be able to use Screenconnect to be able to help clients and response has not been immediate. The response time has been within 24 hours. Both times if there had been easier to navigate self help I would have been able to help myself.
With better self help and a speedier response it would definitely be a 10 as they always respond and help. Just a little more difficult or slow than it should be at times