Reliable, Feature-Rich Remote Support: ScreenConnect^TM Powers Wipfli’s Nationwide Service Delivery

Richard Coates, Manager of Business Solutions at Wipfli LLP, has relied on ScreenConnect for more than 15 years—first with MSPs in Australia, then across the U.S.—and he still calls it the centerpiece of his remote support toolkit. 

Back when dial-up connections ruled, most remote support software froze or dropped sessions. ScreenConnect’s low-bandwidth mode—switching the screen to black-and-white—was the lifesaver.

Beating the Competition When Every Second Counts

Richard has tried TeamViewer and Splashtop at other companies, but, as he puts it, “just were nowhere near where they needed to be for support purposes.”

Back then, about 15 years ago, when dial-up and early DSL were still common, remote support lived or died on every kilobit. A dropped session meant starting over, phoning the client, and watching the clock (and the SLA) tick away. ScreenConnect solved that by letting engineers flip into low-bandwidth, black-and-white mode:

“It worked every time. Every single time. Even across dial-up connections.”

That same reliability still matters at Wipfli today, where some clients enjoy gig-speed fiber while others connect over rural DSL or airport Wi-Fi. When minutes count, engineers can’t risk a restart; they need the remote-support software to hold steady while they diagnose, patch, or reboot. ScreenConnect delivers that stability, unifying every workflow in one console and giving each client a seamless, branded experience—no matter the connection quality.

Feature-Rich Tools Engineers Actually Use

Ask Richard why ScreenConnect remains his go-to-tool—and Wipfli’s platform of choice as well—and he starts with how it fits a tech’s day-to-day workflow:

Toolbox Consistency

Personal toolkits let senior engineers keep favorite scripts, while the shared toolbox enforces best practices for the whole team—so every ticket starts with the right tool in hand.

ScreenConnect View (formerly ConnectWise View)

Richard explains that View, ScreenConnect’s remote camera sharing, lets the team “be 1,000 miles away and still stand in the room.”

By turning a client’s phone into a live video feed, technicians see rack lights, cable labels, or switch ports in real time, circle the right connector on-screen, confirm the fix, and close the ticket—no truck roll required.

Backstage

Engineers slip into a hidden desktop, run diagnostics, or install updates while employees keep working—true silent support.

Remote Commands

Direct from the console, techs launch a secure CLI on any endpoint to restart services, pull logs, or run scripts at scale—proactive maintenance without opening a full session.

Together, these capabilities turn ScreenConnect from basic remote access into Wipfli’s full service-delivery hub—seamlessly aligned with a proactive, reliable remote-support software strategy Richard trusts every day.

Real-World Win: Four-Hour Trip Turned into 45-Minute Fixes

When asked for a moment where ScreenConnect “really made life easier,” Richard doesn’t hesitate. He remembers a customer server outage 150 miles away—“machines on the floor, cables everywhere, very, very difficult to navigate,” with a non-technical helper on site. By firing up View, that helper livestreamed the room so the Wipfli team could “point out the machine that we needed to have switched on, and then double-check cabling.” Once power was restored, they remoted in and repaired the OS.

The server was back online in under an hour, sparing an entire day of travel and downtime. Multiply that across dozens of sites and the ROI is obvious—lower costs, faster fixes, and clients who feel fully covered.

Expanding Reach Without Leaving the Office

That 45-minute save isn’t an outlier. Richard notes that Wipfli supports customers scattered “across the country where we just don’t have anyone within 1,000 miles.” With ScreenConnect View in their remote support software toolkit, distance doesn’t matter:

ScreenConnect even keeps pace when a user is “at the airport… then they fly to an international location.” Engineers start the job, stay connected en-route, and finish the fix without the client ever feeling stranded.

Ultimately, Richard says, this reach helps Wipfli live up to its promise:

“We want to be the end-to-end solution for people. And this is a tool that allows us to do that.”

Support You Rarely Need—But When You Do, It’s Outstanding

Richard’s team almost never has to call the ScreenConnect Support team, yet when they do, the experience stands out:

No script loops, no transfers—just quick answers from engineers who can dive straight into the backend, resolve the issue, and share the fix.

Reliability above all

Asked to capture ScreenConnect in a single word, Richard settles on the trait that matters most:

From dial-up lines in Australia to fiber links across the U.S.—and from small MSPs to one of the nation’s leading consulting firms—ScreenConnect’s remote support software has delivered unwavering stability. For Wipfli, it’s the invisible backbone that keeps more than 100,000 clients productive today, tomorrow, and for the next 15 years.