Item: TeamViewer
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We are using Teamviewer as a remote access solution for our support people throughout the company to support our employees and customers. Our help desk uses the software daily to connect to employee machines to understand better the problem an employee is having. We also use it to "take over" a computer to install software or apply an out-of-band patch. Others are using it to support software on our customer computers out in the field.

Pros and Cons

Security is great.
The client manages connectivity very well.
The interface is easy for end users to understand and navigate.

I do not like the what's new pop-up, it can confuse users.
The data transfer screen can be confusing at times.
The program sometimes forgets it is licensed and asks for a login.

Return on Investment

Definite time savings for my team when connecting to a user's computer wherever they are.
The ability to fix a software problem while a user is out in the field saves us time and money.
I do not have hard numbers from our transition from TeamViewer to VNC, but I know there were time savings as well as a morale boost.

We started seeing savings in time almost immediately as the product we used prior had hangups, slow connections, and software crashes.

Alternatives Considered

UltraVNC

As I said earlier, it is a more reliable and polished product. You know when you ask someone to connect to their computer that you will be on their machine and fixing the problem in minutes. With VNC, we would connect, and then the cursor would stop moving or connect for a few minutes, and everything would lock and require them to restart their computer, re-establish VPN, and then connect again. With TeamViewer, as long as they have an internet connection, you can reach their PC.

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

The implementation and startup of Teamviewer were very quick and easy. We could have used it as a cloud-based tool only, but we wanted to utilize the quickstart executable on our computers for ease of use. Once the agent is on the computer and you have the admin side started up, you are ready to go.

Security

We have not utilized these features as we do have our users start the program when they need help and terminate it at the end of the session. When our admins log into the cloud dashboard, we utilize two-factor authentication, but that is the only time advanced security is used.

Likelihood to Recommend

In the areas we use it in, remote access and unattended access work very well. With remote access, the end user needs to initiate the connection by starting the program. This process adds a layer of security as employees do not need to worry about someone connecting to their computer without them knowing about it. We used VNC variants in the past, and although they were free, we could not count on them for reliable connectivity and frequently had lockups; we do not experience lockups or dropped connections with TeamViewer.

Remote support done smart.

Overall Satisfaction with TeamViewer