If you were talking to someone whose organization is considering TeamViewer, what would you say?
How would you rate it and why? Any other tips or advice?
The solution is definitely a 10 (out of a 10). TeamViewer has been one of the easiest, right off the bat products, that we have employed at the college. We have had no issues. It's been one of the easiest solutions to pick up.
It is a great, amazing tool. All companies needs to have it. It's secure, fast, and reliable. In the beginning, you need to understand the features, e.g., what a button does. Once you get all of that, it's very easy to use. I'm a heavy consumer of TeamViewer, a sort of professional of it, so I know all the features. But, even for somebody seeing it for the first time, it is very easy to use.
Originally, the initial knee jerk reaction is if there is trouble, you run over there to help. That was almost an expectation of the users too. You have to change the culture a little. Once you have the hang of it, you realize how much more quickly and effective you are in providing support than the way you used to do it. Breaking old habits to become more effective was something that many of us had to learn in the very beginning because we were not used to being remote. Now, it's still personal, but in a different way. Set up your platforms where you have it all deployed completely, so people know that it's there and accessible. Give them a heads up that you have the capability. Sell it as a benefit: This is the way we can help you quickly, no matter where you are at. Then, they will realize that they are the winners. Sometimes, you may have to assure them that you are not there to spy on them. Sometimes, people think that if you get on their computers, you're poking at their personal stuff, which isn’t the case. Finally, we train our folks that they need to realize that they should be protective of who can get on their computer. They are in control of their device, but when they need our help, we can be there. They just have to click "Accept" to let us in. Their screen going dark is an indicator/flag to them for when we were on and when we're not. People just want to have that extra edge of privacy, which is important as well.
If somebody asks me what I recommend for remote support, I always recommend TeamViewer. If they say, "I use LogMeIn, and I love it," I wouldn't be surprised. I've been a user of LogMeIn's remote support, and it seems like a pretty effective and easy-to-use tool. I'm sure the market is big enough for more than two players, but we're pretty comfortably ensconced with TeamViewer as our solution. Do it. It's outstanding. It's very simple. We love it. TeamViewer has a lot of additional features. They do audio and even video chat through TeamViewer. They do patch management, asset control, and all sorts of other things and we've actually thought about some of those other services, but we haven't taken the plunge yet. We have not integrated TeamViewer with a single sign-on application. We actually use the TeamViewer host as often as we can on our remote devices. The device in the field is always on and always connected, and the people on our side who need to log in and access those devices will use the standard TeamViewer authentication process, which is pretty thorough. It's a username and password and it has a visual Captcha and then, when you register a device, it also emails and says, "Hey, we saw that you just signed in on this device from this location. Is that you?" They know what they're doing. The idea of using TeamViewer for 5G deployments and smart poles with IoT devices is potentially interesting because we have a lot of Cradlepoint modems out in the field and Cradlepoint has a cloud management console. If it would be possible for us to use TeamViewer to access and manage those devices, that would be interesting because we pay $80 a year per device for the license in the Cradlepoint console. In terms of end-users of TeamViewer in our company, we only have three ports and we have five or six usernames. There are three or four guys who do most of the work, remoting into various devices and rooting around to see if they can fix something or if there are things that need to be fixed.
The product is simple to set up and install and use.
The biggest thing I've learned from using TeamViewer is that you shouldn't spend a whole lot of time trying to find other products to save a little bit of money, when you already have a product that you know is working great. Don't waste your time. Get the product you know is working well, one you have confidence in and a little bit of experience in. Don't try to cut corners. I spend a lot of time trying to find other products because the company doesn't want to spend a few thousand dollars for just me and one other person, but when the IT person got on, then he was able to get them to use it. In my opinion, it's the best remote access product on the market. The service is great. The product is great.
My advice is to try it for free first. For security reasons, we do not have an IT department that connects to the main IT infrastructure in our parent companies. So we have to come up with our own solutions at minimal costs. At the moment, I only have three close colleagues using it in my organization. They are all on the technical side. We discuss engineering solutions and procedures during our meetings. I have always felt that TeamViewer is extremely capable software and, in my many years of using its remote connection service, it has never let me down.
The biggest lesson that I've learned from using TeamViewer is probably the ROI lesson. I used to work for another company and I ended up buying the client list from them. There was not a lot of remote support happening at the time. In fact, I helped them usher in the remote support era, but they were still very much on a drive-out-to-the-client paradigm. It used to drive the boss crazy when he'd see me sitting in the office a lot. He always thought sitting in the office was a bad thing. Then he looked at the billings and found my billings were way higher than anybody else's. He would ask, "Why are you in the office so much?" The biggest thing is I learned that sometimes there are better paradigms for work. It's more efficient. It's better for the client and it's better for me. If I have a client who has an issue, I could drive out there, answer three questions, drive back, and send them a bill for a minimum one hour on-site and a minimum for travel charges. Or I can remote-in, connect, solve a problem, log off, and they know that they're getting a bill for 15 minutes. It's way better. There are ways to be efficient. Work smarter, not harder. If you're looking to implement TeamViewer, just point to the website and go download it. I install it all on-premise. When I'm working with a client, if they don't have TeamViewer installed, I'll just walk them through very quickly installing TeamViewer on their session and then remotely connect to them, attach, and help them with whatever their problem-du-jour is. My users use it almost exclusively on Windows PCs. I have connected to a Mac probably one or two times in about eight years, and I have connected from my phone to a client twice. Because I'm working on ERP systems that work in the Windows environment, I don't have much cause to jump on to anything other than a Windows PC. The times that I have had to jump onto a Linux machine or a Mac, I found that the interface is consistent and it doesn't present any problems. We have three people using it in the organization. We're a small company. Their roles are report developer, administration, and tech support. I'm the support team. The company is me, my wife, and my sister. My wife does the administration and the billings. She uses TeamViewer to view the connection logs and see what she should be charging. My sister uses it, as our Crystal Reports developer, to upload reports to the client, making sure that things are configured correctly and adjusting reports. She's remotely attaching with no intervention from the client's side. I do everything in between. I will phone the client, connect, do training remotely, remote support. I'll upload programs or do troubleshooting. I also do a blend of "guided," where the client is on the other end and is watching what I'm doing. I also use it after-hours where the client's not involved. It solves both of those things. We're a small organization, but it definitely serves our needs. TeamViewer has matured nicely over the seven or eight upgrades. Now, I just expect them to be doing performance and security. It's got the full feature set that I'm looking for. But computers are complicated ecosystems with tons of challenges, so I just expect that they're going to continue paddling beneath the surface. I don't care if I don't see a lot of extra bells and whistles, I just want to know that it's still secure and fast and doing things the right way. It's feature-rich and easy to use. It's an excellent product. It's a product that is really deeply integrated into our daily workflow. Realistically, is there anything more that I would want from it? It does what it's supposed to do and it does it reliably. It would be unfair not to give it a ten out of ten.
Test it out and see if it meets your needs. It's awesome. Nothing else compares to it at the same level. Biggest lesson learnt: There are tools available which don't cost too much and can improve productivity. They can make it so you don't have to travel so much. We haven't done any 5G stuff yet. All our stuff is done WiFi locally.
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.
Make sure that you're okay with the simultaneous tech licensing. In my environment that works out great but I'm not sure if that's appropriate for all environments. And, if you have macOS Hosts, just understand what you're getting into and carefully map out how you're going to give granular control for Hosts if you have techs that need to control the same Host from different departments/groups. In terms of how many end-users we can support with one tech,TeamViewer is about the same as LogMeIn. TeamViewer did increase efficiency in multiple ways, but at the cost of some significant management headaches because of the multiple issues mentioned above. So it may be pretty much a wash, at least until they fix some of the issues.
Take the time to learn what TeamViewer can do. Take advantage of some of the features that it offers. Learn some of the best ways to leverage its capabilities. I have some Linux test virtual machines that I do connect to using TeamViewer. In the past, I connected to Android devices, but that functionality is currently missing from Linux. TeamViewer had some negative press a few years back when some people had their accounts breached. TeamViewer was being used by bad actors to commit malicious acts on people's PCs, but that was not TeamViewer's fault. It was bad implementation by users. Despite the fact it wasn't TeamViewer's fault, TeamViewer still went above their obligation and helped make it easier for people to properly secure their accounts. I think they did a great job with that. Increased TeamViewer usage would be hand-in-hand with increasing our customer base, so I both want and need a bigger customer base. Part of my standard support software stack is TeamViewer, so every new customer PC device which is added to the support contract would be one more deployment of a TeamViewer Host. So, I definitely plan to increase TeamViewer deployment.
In terms of performance, TeamViewer doesn't take much of your computer/device resources to run.