The Power of Extensibility: Fairoaks IT's Experience with ScreenConnect™
Fairoaks IT provides IT support services for SMBs across the northeastern United States. They specialize in offering comprehensive remote support solutions with services are designed to help businesses maintain smooth operations, especially in the context of increasing remote work demands.
Streamlining Remote IT Support: Fairoaks IT's Success with ScreenConnect
Fairoaks IT requires a flexible and robust remote support tool that can adapt to an evolving technology landscape. Top priorities include secure remote support and access, minimal downtime, and flexible troubleshooting—essential for supporting their clients’ growing remote and hybrid work needs.
Fairoaks IT leveraged the extensibility of ScreenConnectTM to personalize remote sessions and seamlessly scale their operations in response to evolving client requirements. ScreenConnect’s Backstage enabled behind-the-scenes fixes without disrupting end users, while ScreenConnect View provided real-time troubleshooting through the client's device camera, with no additional apps or downloads required.
ScreenConnectTM enhanced security by providing remote access without adding network complexities. Fairoaks IT nearly eliminated disruptions by resolving issues quietly in the background and saved countless on-site visits with real-time visual diagnostics—solidifying ScreenConnect as a pivotal component of Fairoaks IT’s continued success.
A longstanding partnership built on reliability
Fairoaks IT has been in business since 1991, serving small and medium-sized businesses across Massachusetts, New Hampshire, and the northeast. They began using ScreenConnect 12 years ago, and the partnership has only grown stronger since. In an industry where tool stacks are regularly reviewed and replaced if something better comes along, ScreenConnect has consistently proven its value.
Adapting to changing needs with ScreenConnect
In the fast-paced IT support world, having a tool that adapts and grows with business needs is crucial. Fairoaks IT, partnering with ScreenConnectTM for over a decade, values its flexibility and robust features.
The COVID-19 pandemic significantly shifted business operations. “It’s a different world out there,” said Butler. “Remote work has become standard. You need a tool designed with security in mind.” Fairoaks IT successfully navigated this transition, thanks to ScreenConnect’s robust remote support and access capabilities.
“We can access client workstations securely from anywhere,” said Butler. This integration supports remote access and enhances security by avoiding risky VPN routes. “ScreenConnect provides a secure tunnel, allowing business operations to continue seamlessly,” Butler explained.
Embracing the extensible nature of ScreenConnect
ScreenConnect is indispensable for Fairoaks IT.
“Given its extensibility and comprehensive features, we put it at the center of our day-to-day operations,” said Butler. “Personalizing the software to meet specific client needs and providing secure remote access without VPNs or remote desktop protocols is transformational for us.”
The game-changer: Backstage
One standout feature is Backstage which allows Fairoaks IT to perform essential behind-the-scenes tasks—like running scripts, pulling system information, and troubleshooting—without interrupting client’s workflows. It ensures businesses stay operational and clients remain productive while maintenance happens seamlessly in the background.
“Backstage is an absolute game-changer,” said Butler. “It gives us the unique ability to run a ‘double-session’ without user interference, enhancing efficiency and client satisfaction.”
Real results: Reducing on-site visits & keeping users happy
Another standout feature—ScreenConnect View—helps technicians see exactly what’s happening on-site without physically being there. Whether it’s guiding a contractor or diagnosing tangled wires in a server room, having eyes on the ground saves time and money.
"Seeing it with our own eyes really helps," emphasizes the importance of the View product in diagnosing and resolving issues effectively.
Responsive support for continuous growth
Fairoaks IT praises ScreenConnect’s support team for their speed, expertise, and willingness to tackle any challenge. Ongoing improvements—like an enhanced scripting engine and deeper API integrations—show ScreenConnect’s commitment to evolving alongside partner needs.
Conclusion
For Fairoaks IT, ScreenConnect is more than a remote support tool—it’s a strategic advantage that helps them deliver top-tier service and stay one step ahead in a rapidly changing tech landscape. Whether it’s minimizing downtime through Backstage feature, offering secure remote access, or simply providing a user-friendly experience, ScreenConnect continues to earn its place as the most trusted solution in Fairoaks IT’s toolbox.
One word sums it up best: ScreenConnect is “extensible”. And Fairoaks IT wouldn’t have it any other way!
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