Item: TeamViewer
Rating: 9
Author: Ye Yint Moe

Use Cases and Deployment Scope

TeamViewer is the remote support application that I have currently used at my organization to assist and support the business application access issues from the users. The business problems involved with the use of TeamViewer is to check and verify the error or issues happened on the user's client application access to SAP Business One application server and resolving the various issues on the user's end in a timely manner according to the customer's purchased software maintenance service contract agreement within predefined support response time.

Pros and Cons

TeamViewer is excellent remote support to have multiple remote session enabled
Communication with the remote user is enhanced with both text messaging and call functionality available.
Screen recording functionality supported for the root cause analysis and troubleshooting on the technical issues to support

To keep the chat conversation history record after the remote session has been ended
To support saved password option if needed to login the remote device again with the same access credentials at different intervals
To enable categorization of the saved and recently logged in remote devices with different naming groups option

Return on Investment

Excellent remote support tool for the service provider professionals
Essentials rich in features supported for multiple remote login sessions
Remote management capabilities to monitor and control remote devices

It took me around 5 months to start seeing economic benefits from using TeamViewer and better work productivity in providing the technical support.

Alternatives Considered

AnyDesk and Zoom

I prefer to choose TeamViewer as it gives excellent options for managing the remote devices with an intuitive user interface, multiple remote login sessions support and remote login recording feature enablement over AnyDesk and Zoom for remote support capabilities and features enrich better screen resolution and control on remote devices.

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?

I wasn't involved with the selection/purchase process

Did implementation of TeamViewer go as expected?

I wasn't involved with the implementation phase

Would you buy TeamViewer again?

Yes

Ease of Implementation

Implementation of TeamViewer at the organization level will be beneficial for the end-users as well as for the related technical support provider in terms of handling and troubleshooting the errors or issues happened on the end-users devices at ease with time saving and efficient way.

Security

A variety of security features are essentials for my organization in that TeamViewer application administration can manage the access to TeamViewer application licensed features with an efficient way and better visibility on access rights authorization management such as user administration functionality.

Likelihood to Recommend

I would highly recommend TeamViewer for the longer remote support session needed to login with remote control access enable from the application itself. For any requirement to provide the remote support, TeamViewer would be an excellent option by sharing the quick access link or using classic TeamViewer ID and password credentials if both parties provide the access credentials information in advance. However TeamViewer application would be less appropriate if the remote user's end needs immediate support urgently such as for a scenario where the remote user calls to the software vendor to provide the required technical support for remote login over phone call and the technical support person will need to key-in both TeamViewer ID and password within a short period of time to assist and support. On such scenario, it will be a bit challenging as sometimes the password credentials need to enter is a bit complex over the phone conversation and may need to enter two or three times to get remote login to the user's device. I think for such scenario, quick assist to remote support with ID only needed to enter to the remote device would be more efficient way for handling urgent remote support requests.

TeamViewer an excellent remote support tool

Overall Satisfaction with TeamViewer