ConnectWise Control Room for Improvement

Cobus Burgers
Managing Director at NETCB
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. View full review »
MikeChacker
Manager, Information Technology Service Operations at Lynnco
I really didn't care for the onboarding process and it is something that should be improved. They just sent me an email and said, "Hey, here's your account", and I have a group of folks using it. I had to go through and figure out specifically how to do it. It's really a combination of onboarding and support. It wasn't great. I would have rather them just let me upload a list of who all needs it and then send everyone directions on how to get it. I would love to see the ability to send out bulk updates to third-party tools through their command line. This would mean being able to write a script and execute it on a group of machines, all at the same time. In my past, I've used software like Dameware Mini Remote Control, which is now part of SolarWinds. In that software, the reporting was very good. For example, you could specify a group of machines and send a query to ask a question like how many of them have Adobe Reader installed. The report would be generated pretty easily. View full review »
Ali Hamidi
CTO at Hanatech
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. View full review »
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