Remote Support, Remote Meeting & Remote Access Software
4.69/5 (1,562 reviews)
Over CW Control has been a game-changer in how our company delivers remote support to our clients. It has allowed us to operate more efficiently and gives our techs the tool they need to provide awesome remote support. Since we have started using it we have not even considered looking for an alternative tool.
Pros
Connectwise Control is an easy to use software that allows our company to provide remote access and remote support to our clients. The software was extremely easy to setup and configure and get running. Once it was set up and running it just works. It is the fastest remote access tool we have ever used. It connects to sessions in seconds, not minutes like some of the other remote access tools out there.
The layout of the software is great and make navigation for our techs and also the end-users simple. The built-in toolbox and remote file transfer also are dead simple to use and always work. It allows us to copy a file over to a desktop we are supporting, or to copy need diagnostic info back to our techs computers.
Control includes multiple options for 2-factor auth which is a must these days for tools like this.
Cons
The least liked portion of Control is that support is not always easy to get a hold of and sometimes does not always have the best solutions or fixes during the initial support engagement.
Rating breakdown
Likelihood to recommend: 10/10
Works great in our environment and has enable us to connect to any of our users wherever they may be. Its easy for the clients to use and connect especially if 24/7 access is setup. Would like to see the Host Pass time increased to an option of 48 hours. Many times work must be done over the weekend, this would then enable us to issue a pass for the entire weekend and be done with it!
Pros
Ease of use for myself and clients; two factor authentication . Love the Toolbox feature as it places often used apps, files, etc. at my fingertips. Being able to install consistent access to or clients is a big plus as we can see all of our devices listed with connection being just a click away. The option to pass credentials to the client is a great option to have too.
Cons
Not much, just the limitation of 24 hours on a Host Pass as this does not get us through a project over a weekends time frame.
Rating breakdown
Likelihood to recommend: 9/10
We're a small company so when one of their competitors had a major price increase, I started looking for an alternative. So glad I found ConnectWise Control! We're a small company and dont have the need for constant concurrent connection so paying thousands of dollars for that functionality didnt make sense. Service has been reliable, easy tio set up and most importantly, easy or my clients to use and connect.
Pros
Easy to use. Reliable. great dashboard.
Cons
It does everything I need and surprises me with things I didnt know I needed!
Rating breakdown
Likelihood to recommend: 10/10
Overall, the software works basically like it should. There are some problems, but every software has it's issues. I would like to see some new features such as responding to online clients requests via our email so that I can respond to customers without having to lot into the system. On the same note, I would love to see that when a customer requests to open a chat, that the dialog box would include the user's AD/username and or ask the customer for a name, phone and email to start a chat so that we know specifically to whom we're talking to when a chat is started. I would recommend this software to other IT providers that do not have healthcare customers and I would recommend to ScreenConnect to have an attorney and engineer thoroughly read the aforementioned laws to properly implement and good healthcare product (HIPPA, the EMRA, ACA and Medicare).
Pros
The software is fairly easy to use, intuitive and easy to deploy with the hosted option. The newer features to look up currently installed Software, the latest error logs and full specs with SN is used almost daily in our computer.
The notes feature can glitch from time to time, but is a great way to track notes on customers when I'm doing a large batch of updates. I use it to track updates I've started so when I come back to it I know exactly where I left off which isn't necessary for our internal documentation, but is a great note pad tool right in the program.
Along the same lines, we use the Notes feature to leave pertinent information for specific devices such as construction equipment computers that can not be turned off without notice and who exactly to contact with their name, numbers and email address to ensure employees have easy access to this NECESSARY information before accessing the computer remotely.
Cons
My least favorite problem with this software is the customer service. We came across a bug over the past few months and when we called in were basically told that the problem was essentially end user error, which is ironic since we've used the software going on 5 years now and we are extremely familiar with the ins and outs of both the software and basic troubleshooting since, ya know, that's our job... Technical support was down right rude when they weren't understanding the issue and when I finally talked to a senior technical engineer for ScreenConnect, I explained the problem and was given an answer of "I could see why this would be confusing to the last agent" but they agreed with me that there was no reason for the agent to be rude or dismissive just because he couldn't understand the abstract bug. We have yet to solve the bug, but I don't necessarily blame the Senior level Engineer, the bug is just very hard to reproduce.
The one other hugely important disappointment with this software is that it is not ACTUALLY HIPPA, the EMRA, ACA and Medicare compliant. We have talked with Senior Engineers and the sales team and while they boast about the software being HIPPA compliant, I asked a how exactly they comply with the basic requirements, non-negotiable terms, and when pressed, ScreenConnect doesn't actually have proper compliance. We have therefore not installed the software on any of our health care clients which wastes a lot of time.
Rating breakdown
Likelihood to recommend: 7/10
Love the product. Used to use a VLC-based product before, and this has gone so far already. Still some growing up to do, but seems like one of the best available products out there, at least for my needs, without being stupid-priced.
Pros
There is a lot to like about the platform. From an easy-to-use instant platform, to a strong access agent. It does a lot well, and there isn't a lot it doesn't do well.
I love the idea of the toolkit, where you can pre-upload commonly-used tools.
I also like that the software seems to be taking some steps forward as time goes on as well.
Cons
Always have to turn down to Low setting. Doesn't seem as optimized for bandwidth as other tools. Lack of CNAME ability; Doesn't seem to work right no matter how you set it up to make the site look like your own. Very awkward to customize look-feel, even with third-party add-ons.
Rating breakdown
Likelihood to recommend: 10/10
Annual pricing starting from $19 per tech/month. Month-to-month pricing starting from $24 per tech/month.
