ScreenConnect is a self-hosted remote support software solution developed by Elsinore Technologies. Elsinore has produced several related solutions including Virtual Intercept and IssueNet both highly customizable and cost efficient issue tracking and management solutions. As with most software development companies remote support solutions were required in order to assist customers with questions, providing consulting, and working on feature issues and enhancements remotely.
Our current solution a 3rd party hosted model with monthly charges per user worked ok but the cost was significant and we had to direct customers to a different site to establish connections which wasn’t ideal. The goal was to find a solution that provided the basic remote support capability and features, we required without having to pay for others that provided us little to no value. We evaluated several solutions with 4 criteria:
- We needed minimal software footprint on the client machine
- A reliable solution that worked quickly and efficiently
- We ideally wanted a self hosted solution so that customers would be directed to our site for support
- Needed to work with Java , PC, and Mac clients
As we evaluated the remote support market we found several software tools with impressive feature sets but none that met all 4 of our criteria. So since we couldn’t find what we needed we decided to build our own solution, ScreenConnect.
ScreenConnect is a self-hosted, cost efficient, remote support software solution with an extensive feature set. The solution saved us thousands of dollars in monthly fees and provided us with a support model ideal for our customers.