Item: Splashtop
Rating: 10
Author: Matthew Putnam

Use Cases and Deployment Scope

We use Splashtop SOS for two purposes: First, to remotely assist our clients to resolve problems with their computer systems - for example, if a printer stops working, we can remote in to troubleshoot the issue and determine if an onsite visit is truly necessary. Second, we use it to remotely access our systems when we're either away from the office or unable to leave our post to reach the target computer. Previously, every problem our clients had required an onsite visit, but now many issues can be resolved within a few minutes of connecting to their computer.

Pros and Cons

Ease-of use for non-tech-savvy clients
Good performance, even when on subpar internet
Easy to organize managed computers

Though performance is good, [I feel] it could be better
Better Linux support would be wonderful

Most Important Features

"SOS" Functionality to easily connect to a client's computer without already having an RMM installed
Quick connection times mean less time is spent waiting
Easy management of internal computers for easy remote access
Session recording is a very useful auditing tool

Return on Investment

We meet and exceed customer expectation on responsiveness
The sheer amount of time saved by using Splashtop has already paid for the cost of Splashtop SOS
We're more flexible with our offerings by utilizing Splashtop SOS to produce a wider range of services

Alternatives Considered

TeamViewer

[In my experience] TeamViewer is just too expensive for what I consider marginal benefit. Splashtop SOS works incredibly well, and while [I feel] TeamViewer does have a performance edge, I just can't justify the massive increase in cost. Plus, to my knowledge, TeamViewer's process on establishing a remote connection with a client that does not have a pre-installed application on their computer is much more convoluted and difficult for clients to follow.

Key Insights

Do you think Splashtop delivers good value for the price?

Yes

Are you happy with Splashtop's feature set?

Yes

Did Splashtop live up to sales and marketing promises?

Yes

Did implementation of Splashtop go as expected?

Yes

Would you buy Splashtop again?

Yes

Other Software Used

Pulseway, Ubiquiti Networks UniFi, Google Workspace (formerly G Suite), Freshdesk

Likelihood to Recommend

For remote support of clients whose computers you do not directly manage via RMM, Splashtop SOS is beautiful. It's easy to instruct clients how to navigate to the website, download the remote-assistance program, and launch it. From start of call to a remote connection established, it's usually less than three minutes.
However, areas where tight responsiveness and minimal latency may not be well suited for Splashtop SOS as it is. Compared to other solutions where I can watch a movie remotely, Splashtop SOS doesn't quite fit that bill.

Splashtop SOS Easily Pays for Itself

Overall Satisfaction with Splashtop SOS