What is better Serena Service Manager or ScreenConnect? If you wish for a competent Customer Support Software product for your company you need to invest time and examine several solutions. It doesn’t have to be complicated, and can be as simple as matching their functionalities in a table like the one below. You will also get a good idea how each product performs. As an example, on this page you can see Serena Service Manager’s overall score of 7.0 and compare it against ScreenConnect’s score of 9.0; or Serena Service Manager’s user satisfaction level at 93% versus ScreenConnect’s 96% satisfaction score.
The assessment will allow you to see the pros and cons of each program, and decide which matches your requirements better. Beyond the robust features, the software that’s simple to grasp and use is always the better product.
Our experts made sure to review all popular Customer Support Software products available on the market, but among all the ones we reviewed these three caught our special attention: Freshdesk, Freshdesk Omni, Zendesk.
Serena Service Manager offers flexible deployment and pricing options. The solution is available for deployment on premises, via the Cloud, or through a hybrid model that leverages your existing ITSM investments. Serena Service Manager on demand’s pricing starts at $89/user/month.
ScreenConnect (formerly ConnectWise ScreenConnect) offers a free license to single technicians, and three SMB/enterprise pricing plans for larger teams. Here are the details:
Single Tech License – Free
1 Session per Tech
3 Access Agents
Remote Support
ONE – $27/month (billed annually)
All features from the free plan
1 Session per Tech
10 Access Agents
Remote Meetings
Branding and Customization
File Transfer
Remote Printing
Remote Toolbox
STANDARD (Multiple Tech License) – $42/month (billed annually)
All features from ONE
Up to 3 Sessions Per Tech
Unlimited Access Agents
Mobile Technician Support
Expanded Chat Options
Remote Command Line
Wake on LAN
PRO (Multiple Tech License) – $52/month (billed annually)
At the moment, ScreenConnect offers a streamlined integration with ConnectWise Automate.
Languages Supported
English
Chinese
German
Hindi
Japanese
Spanish
French
Russian
Italian
Dutch
Portugese
Polish
Turkish
Swedish
Arabic
Prominent Clients
Jon Rosen Systems
Available Devices
Windows
Linux
Android
iPhone/iPad
Mac
Web-based
Windows Mobile
Company Size
Small Business
Large Enterprises
Medium Business
Freelancers
Available Support
email
phone
live support
training
tickets
General Info
ScreenConnect is a software app that gives you an enriched remote control experience and helps you resolve customer inquiries efficiently and without delay. Aside from helping reps provide efficient remote support, the software also includes collaboration features that let users exchange files and work simultaneously on one task.
Please note that even though both Serena Service Manager and ScreenConnect may have an outstanding range of features every app may be aimed at a different company size. If you are analyzing various solutions you may want to focus on a company type they are meant for. Specific functionalities may scale up with no problem for big enterprises but if you own a small or medium company it’s frequently more sensible to avoid paying for advanced functionalities that you may never use.
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