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The Power of Extensibility: Fairoaks IT's Experience with ScreenConnect™

Fairoaks IT

Fairoaks IT provides IT support services for SMBs across the northeastern United States. They specialize in offering comprehensive remote support solutions with services designed to help businesses maintain smooth operations, especially in the context of increasing remote work demands.

Challenge
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.
Solution
Fairoaks IT leveraged the extensibility of ScreenConnect™ 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.
Results
ScreenConnect™ 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.

"We can access client workstations securely from anywhere. This integration supports remote access and enhances security by avoiding risky VPN routes. ScreenConnect provides a secure tunnel, allowing business operations to continue seamlessly."

"Backstage is an absolute game-changer. It gives us the unique ability to run a ‘double-session’ without user interference, enhancing efficiency and client satisfaction."

Since 1991, Fairoaks IT has been based in Franklin, Massachusetts, serving the broader New England area. They specialize in comprehensive IT support and managed services for small to medium-sized businesses (SMBs).

Jen Butler, the Automation and Internal Systems Manager, has been with Fairoaks IT for over a decade. She has witnessed the IT transformation; especially as remote work became essential during the pandemic. Butler shared insights on the critical tools they leveraged to meet evolving market demands.

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 ScreenConnect™ 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 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.”

Additionally, Fairoaks IT appreciates the support and partnership with the ScreenConnect team. The responsive and knowledgeable support staff ensure issues are resolved quickly, maintaining high service levels.

“I would fight to keep ScreenConnect,” Butler emphasized, reflecting the deep trust and reliance Fairoaks IT has in the tool and team.

The Impact of ScreenConnect on Fairoaks IT’s Operations

ScreenConnect’s ease of use, improved API, and new scripting engine enhanced the flexibility and efficiency of Fairoaks IT’s remote support operations. This adaptability and robust feature set make ScreenConnect indispensable.

“We run two instances of ScreenConnect – that’s how much we love it! We have our own instance and one in our Remote Monitoring and Management (RMM) system with the Asio™ platform.”

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 clients’ workflows. It ensures clients can continue working uninterrupted, crucial in today’s fast-paced environment.

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 product of ScreenConnect—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.

The Future Outlook

Fairoaks IT’s long-standing partnership with ScreenConnect underscores its commitment to providing top-tier IT support, showcasing how the right tools can drive success.