Item: TeamViewer
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use TeamViewer to remotely log into customer accounts for PC troubleshooting, installing software, removing software, hardware updates, and anything else that requires administrator rights. Our regular users do not have administrator rights to make changes to their PCs. TeamViewer allows us control and access to typing on their machine as well as copying and pasting info, which other applications do not allow.

Pros and Cons

Allows for remote access and control.
Allows typing and copying and pasting.
Allows for audio communication.

Audio controls are not easily noticed and can interfere with the audio from a Teams call if not turned off.
The option for reconnecting after a customer reboot is easily missed, and you will need to get the new password that is generated to reconnect because the password changes after a reboot.
needs better auto-reconnect function.

Return on Investment

Very helpful not to have to have a customers laptop in hand.
Customers don't have to come in to our service center in person.
Our tech can work remotely more.

I am not sure, as we have been using TeamViewer since before I started with the company.

Alternatives Considered

Microsoft Teams and LogMeIn Rescue by GoTo

Using Microsoft Teams for remote control of a user's computer does not allow for entering administrator credentials remotely and, therefore, cannot be used in our organization for installing or removing software. Also, it would require someone to physically be at the remote laptop to grant permission to give control. With TeamViewer, all you need is the machine's TeamViewer ID and password to sign into it.

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

I was not involved in the implementation of TeamViewer.

Security

Currently we only use single sign-on.

Other Software Used

Microsoft Teams

Likelihood to Recommend

TeamViewer is very helpful with remotely troubleshooting customer problems. It is very helpful for running updates software installations, and removals where you don't need to be there in person to work on the PC. It also works well for logging in after we image our customer laptops and have to perform our post-build set-ups of new machines.

TeamViewer Use for Remote Troubleshooting and Machine Builds.

Overall Satisfaction with TeamViewer