Item: TeamViewer
Rating: 10
Author: Miguel Nuñez

Overall Satisfaction with TeamViewer

Use Cases and Deployment Scope

We Use TeamViewer as a support tool to connect to computers in our internal and external network, and to give support to our internal and external customer. It is a very versatile tool that allows chat, file transferring, and voice comms among other outstanding features!

TeamViewer allow us to Quickclick give support with the integrators with several help desk tools such as FreshDesk and FreshService.

We also have Teamviewer address book in place so we can quick connect to devices outside our network.

Pros and Cons

Pros

Connection among multiple OS devices.
File transfers
Chat feature
Voice Feature

Cons

Requires internet access to work.
Address book could use a tune up.
Easy access should be integrable with MS Outlook and other mail.
auto update feature must be available trough Microsoft SCCM

Return on Investment

Positive: The support team can connect to all our devices outside our LAN.
Positive: Our support team can reach our clients with ease.
Positive: Our support team can keep track of the devices they connect.

Alternatives Considered

Net Support Manager

We selected TeamViewer for the flexibilities. Of course Net Support Manager has very good features but TeamViewer approached our difficulties with the right tool for the job.

Key Insights

Do you think TeamViewer delivers good value for the price?

Yes

Are you happy with TeamViewer's feature set?

Yes

Did TeamViewer live up to sales and marketing promises?

Yes

Did implementation of TeamViewer go as expected?

Yes

Would you buy TeamViewer again?

Yes

Ease of Implementation

Our deployment was streamlined with a link to our emails to automatically download and install the software, then use single sign-on.

Security

We took advantage of the deployment with single sign-on feature that way we were able to quickly create an address book of our users.

Other Software Used

VNC Connect, Zoom

Likelihood to Recommend

Quick support on the go.
To reach computers that are outside your LAN easy and with ease.
File transferring is amazingly quick, and I like the feature that shows what file are you transferring, allowing people to know what is being put or taken out of their PC.
If you have a mic and speakers you can communicate with endpoints.

TeamViewer Feature Ratings

TeamViewer Security and Support

Premium Support

No, We do not purchase premium support.

Using TeamViewer

Users and Roles

120 - We have a team of 6 support agents that provide help to almost 120 users, we use TeamViewer to quickly fix issues related to computer day-to-day usage.

Support Headcount Required

6 - We have a team of 6 support agents.-

Business Processes Supported

Addressbook
Ease of connect
Encripted connection.

Innovative Uses

we use it to connect to servers sometimes

Future Planned Uses

Massive file transfering.

Likelihood to Renew

Good value for the price and it has become something we use on our day to day.

Evaluating TeamViewer and Competitors

Products Replaced

Yes - Net Support Manager

Key Differentiators

Price
Product Reputation
Prior Experience with the Product

It was a better option overall with price, and the experience of users.

Evaluation Lessons Learned

No.

We took very good care for selecting our tool and I don't think we will change it in the foreseen future.

TeamViewer Support

Support Rating

We have had a couple of tickets raised and they were swiftly resolved either with an article or a guide.

TeamViewer Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Support cares about my success Quick Initial Response	None

Using TeamViewer

Usability

for a person that is not used can be a bit overwelming.

Usability Pros and Cons

Pros	Cons
Like to use Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None