What is our primary use case?
We use it for remote access to other machines. That was the main reason why we bought it. It is for our help desk and support guys to access remote users' machines.
Our users have it on their laptops. We can also do a bit of remote support for Apple devices, but it is basically a screen share. You can just see their screen. You can't manipulate anything, but you can see what they are looking at on their screens. Therefore, it's mostly for laptops, desktop machines, and the PC environment.
It is mostly for the regular support, for anybody who is having issues with a machine.
I use the solution quite a bit. I love it.
How has it helped my organization?
It provides efficiency, even if it is something as simple as just maintenance, something that is broken, adding something, a walk-through, or doing training. It is a great tool.
The remote connect process is super simple. As long as the user has an Internet connection and can get on the Internet somewhere, whether they are at home (on their WiFi), using portable Internet (Jetpack), or if they stop in a Starbucks to get on the Internet, I can connect to them. That is what is really convenient.
It was worth the investment. You can do file transfers and video calls with it. You can do a lot of copy paste stuff. E.g., if I have a file and want to place it on somebody's machine, I can just copy it off of mine and paste it right on their machine. I don't have to put it in a Dropbox account and have them log into it to pull it off. I can do all that right through TeamViewer. When you are looking at the TeamViewer screen, you think you are working on your own machine.
What is most valuable?
It is really easy to use. If I can get a machine on the Internet, I can get on it and fix whatever is wrong with it. I keep an individual list of all of our machines that TeamViewer is installed on. So, I have all the IDs, etc. This makes it easy for me to get to their machines.
This saves a ton of time. A guy can call me, who is out on the road, and say, “Hey, I left my machine on, and it is at home. Can you go in and..." either install software or fix something, because something is not working right, etc. Then, I can remote into his machine and fix stuff, before he even gets home. This rather than try to walk him through fixing something, which isn't always the easiest. So, I can jump on and fix something in five minutes, which would probably take an hour normally.
You don't need to be an IT professional to use it.
What needs improvement?
If they could figure out a little better solution for the iOS stuff other than just a screen share, even though it's an Apple thing, and Apple doesn't like to give up control of their devices. If they ever got to that point, and I could manipulate an iPad or iPhone, that would be awesome. Since we have a bunch of iPad users who are struggling with doing different things, it would be nice to be able to just jump on and actually show them, "Here, do this, this, and this." Similar to what we do with the laptops, e.g. for training.
For how long have I used the solution?
We have probably had it three to four years. It has been quite a while.
What do I think about the stability of the solution?
The stability has been really good. I can probably count on one hand how many times that it wasn't available or that they had some sort of an outage, which has been pretty brief. I don't ever think it's ever been longer than an hour, and that has been rare. It is really stable.
What do I think about the scalability of the solution?
You could add as many users on here as you want. We probably access around 500 devices.
We have eight licenses now. Therefore, we have eight users who can remote access machines.
I have three monitors that I use. While it's not real common, there are times when I'm on three to four people's machines at one time trying to fix different things. I imagine if I had more monitors that could be organized enough to make sure I am using the right stuff on the right machines, I could probably do whatever our Internet could handle. I could probably do 20 people at a time.
As we add more PCs (or whatever devices), TeamViewer gets added onto them. I use TeamViewer all day long, like it is my right arm. I haven't run a report in quite awhile, but I spend probably half of my day using the software on somebody else's machine.
How are customer service and technical support?
The technical support has been great. The couple of times that I have ever needed anything, I will send an email. I receive a reply back pretty quickly, then a follow up. They will let me know, "Hey, somebody is either going to call you, or you will get an email follow up." It depends on what the question is, but I get something back very quickly. If I needed to get another license, I could send an email right now and have a license in probably 15 minutes.
Which solution did I use previously and why did I switch?
We had another software that we used for a while called Virtual Network Connection (VNC), which allowed us to access machines. The problem with that solution was that it had to be on a VPN connection. They had to be connected to our network, so it was a lot more difficult to be able to get on their machines. For those machines, we added TeamViewer. Now, every time that they boot up the users' machines, it launches if they are on the Internet. It connects, and I can see whose machines are on and whose aren't.
The VPN solution was through Bell Labs at one time and has been around a long long time. It was a free solution that you just download off the Internet, if you want to. While it works okay, it's not the greatest. The problem with it is that you still need a VPN connection to our network for it to work. Because it is point-to-point, it won't go through the Internet. With TeamViewer, if the machine is on the Internet, it doesn't matter where on the globe the device is, it works. With the VNC software, you have to connect back to our network on a private connection, otherwise it wouldn't work.
The VNC solution was cumbersome to use. TeamViewer is so much easier.
How was the initial setup?
The initial setup is real easy. We have the software loaded on all the machines that we send out. You just click on the icon to let it load. We put a username in it, then we set up an access password, and it's done. That is it.
It literally takes probably about two to three minutes from start to finish.
What about the implementation team?
We did everything ourselves.
What was our ROI?
The tool cuts my time in half. If it's a 40 hour week, I would say that I am saving 20 hours a week. It is really that good. The time savings are substantial. That is not including if there are issues where I would needed to have had somebody send something into me, or when you tell somebody, “Well, click on the start button," and the response is, “I can't see the start button.”
I spend half of my day using it to access somebody else's machines. If I couldn't do that, and I had to have them send the equipment to me, the shipping, hours, and lost productivity would be a huge cost.
From just a cost perspective, it pays for itself within the first month, or probably less than that. Within a few weeks, it would pay for an annual licensing fee by what you would save in time and everything else per person.
What's my experience with pricing, setup cost, and licensing?
The cost of the licenses depends on how you buy them. They just had a buy one get one free deal going, and they do that every once in a while. Where you buy one license, and they will give you the second one free, or you can try to get discounts. Most of our licenses that we have we tried to do something like that just to save some money.
A rough estimate of our user cost is $500 per user annually. It is very cheap.
About a year ago today, an add-on channel was $232 dollars, but that was pro-rated because it was at the end of the month.
The only issue that I ever did have with it, and this was quite awhile back, was we were trying to get one of our licenses applied to a user. Because it was a user who had a license and we had previously removed it, then we wanted to give it back to them, and for some reason TeamViewer kept saying that the user already existed. We were like, "Well, no, that person left, and now, they are back again. " However, we threw them an email, and they fixed it. They said, “Try it now,” and it worked.
Which other solutions did I evaluate?
There were a couple of other vendors that we looked at, but we just liked TeamViewer. One of the guys that I work with had used this solution before, so it was sort of his suggestion. He had tried it at his place that he had worked before. and said, “We ought to try this, because we'll really liked it." So, we got its demo and had it for a couple of days. Then, I said, “I'm sold. This stuff is awesome.”
I haven't found anything else nor has anybody has pointed me in another direction saying, "Oh, you should use this instead, as this is way better."
What other advice do I have?
It is easy to use. It is a no-brainer.
The only access is from the IT department to the machines. Users don't utilize anything to remote control their own machines. That's typically an IT function.
We really don't need any type of tracking.