2020-06-25T10:49:21Z
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
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What is your primary use case for ConnectWise Control?

How do you or your organization use this solution?

Please share with us so that your peers can learn from your experiences.

Thank you!

5
PeerSpot user
5 Answers
MikeChacker - PeerSpot reviewer
IT Manager Global Service Delivery at a energy/utilities company with 1,001-5,000 employees
Real User
Top 5Leaderboard
2022-09-23T18:02:44Z
Sep 23, 2022

We are a 100% remote company, so we use ConnectWise Control primarily for remote support. I also have a guy who goes through periodically, probably every week or so, and uses Control to pull information about all the PCs and make sure that the patch levels are showing up correctly and that we are where we said we were going to be.

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Vladislavs Dmuhovskis - PeerSpot reviewer
IT System and Network Administrator at a maritime company with 10,001+ employees
Real User
Top 10
2021-12-24T12:04:00Z
Dec 24, 2021

Basically, in a previous company where I worked, I was a product owner and our company searched for tools that would be able to remotely connect to our customer computers and assist if some IT issue arises. We have customers outside of our office that we are supporting. We cover all IT devices, including computers and Windows machines as well as our applications. If an employee of these third-party companies has any issue they call a support number and communicate directly with an engineer. He can directly connect and take over control of their machines if necessary. This is helpful, for example, if an employee cannot describe what actually happens on his computer during a problem and network activity still exists. Our employee engineers can jump on the computer and witness it from the perspective of the user.

MikeChacker - PeerSpot reviewer
IT Manager Global Service Delivery at a energy/utilities company with 1,001-5,000 employees
Real User
Top 5Leaderboard
2020-11-15T06:19:19Z
Nov 15, 2020

We went full remote after COVID, so all of our employees are off-premises. We use it primarily as a remote deployment, remote connectivity tool for doing troubleshooting with our clients.

Cobus Burgers - PeerSpot reviewer
Managing Director at NETCB
Real User
2020-06-28T08:50:00Z
Jun 28, 2020

As a company, our clients are sometimes up to 6,000 kilometers away from us. We have customers across the African continent and within South Africa as well. We monitor and provide support services and implementation services to all of our clients and monitor what is happening in their environment. If a client has got an issue, within seconds, we can be onsite virtually to support them.

AH
CTO at Hanatech
Real User
2020-06-25T10:49:21Z
Jun 25, 2020

We have some support contracts with a few companies. We use it for ticketing, for raising issues, or for the escalation of issues that fall off. We also have some third-party software for antivirus capabilities, like Bitdefender, that help us protect our platforms.

Related Questions
it_user434868 - PeerSpot reviewer
Senior Director of Delivery at a tech services company with 51-200 employees
Sep 23, 2022
Hi, We all know it's really hard to get good pricing and cost information. Please share what you can so you can help your peers.
2 out of 3 answers
MikeChacker - PeerSpot reviewer
IT Manager Global Service Delivery at a energy/utilities company with 1,001-5,000 employees
Nov 15, 2020
We pay $3,000 USD for the service, yearly upfront. There are no costs in addition to the standard licensing fees.
Vladislavs Dmuhovskis - PeerSpot reviewer
IT System and Network Administrator at a maritime company with 10,001+ employees
Dec 24, 2021
Four years ago, when we bought it, it was the cheaper side and we had a new license and we got good discounts. We might have originally had a 50% discount due to the fact that we had licensing previously. For some products, if you have, for example, a subscription, this license is valid for two years or one year, and then you must pay full price after that. ConnectWise has the benefit of, when renewing a license, getting quite large discounts.
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
Sep 23, 2022
Please share with the community what you think needs improvement with ConnectWise Control. What are its weaknesses? What would you like to see changed in a future version?
2 out of 5 answers
AH
CTO at Hanatech
Jun 25, 2020
The solution is a little bit complicated when you want to implement it. That could be because of the number of features. If there was some simpler way for non-technical people to just implement it. The solution should update a few of its features. We still need to get acquainted with the system. We've only been using it for a few months, so everything is still new.
Cobus Burgers - PeerSpot reviewer
Managing Director at NETCB
Jun 28, 2020
Something that I would like to see in the future is mobile video streaming. They do provide audio conferencing, but seeing the problem makes it easier to solve the problem. If they had video streaming, if a client had a physical problem with something and I couldn't get remote access, the client could use his mobile phone to show me the problem. In these cases, even if a client's systems were down, I could help, so long as I had a mobile phone environment. Even without mobile, it would be helpful to have video conferencing chat functionality with a customer we're trying to support. It's not always needed, as most of the time, we do our work after hours. However, sometimes, when problems arise during business hours, you want the interaction to be a little more personal. The component that I would like to see at the moment is currently an add-on you need to install. It is free of charge. However, if they could improve their reporting that would be ideal. We've managed to figure out how to generate all the reports out of the system, but I would like the reporting to be a little bit more flexible.
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