Remote Access Software Case Study: Fulwood Academy
Connor Elliott - Head of IT Infrastructure & Cybersecurity, Dunstone Education Trust
About Fulwood Academy's IT environment
I'm the Network Manager at Fullwood Academy, which is part of the Dunstone Education Trust. We are at the forefront of technology within our academy, so we're very ‘tech first’. We're heavily invested in AI, as well as other technologies that are around the education sector.
In Fulwood, we have roughly 600 devices and it's a range of iPads, desktop computers, laptops; a standard school environment. We use a variety of different software, including NetSupport DNA. For more administrative things, my technician and I now use 247connect.
Why Fulwood Academy switched from TeamViewer to 247connect
We had TeamViewer in place originally and they quickly moved away from perpetual licensing to being subscription based. Those subscription costs were in the thousands of pounds for a handful of machines. We looked around and, since we're a NetSupport DNA customer, our account manager reached out and suggested we look at their cloud remote access software, 247connect. It basically looks exactly the same as TeamViewer in the back end and acts the same way – it basically ticked all the boxes!
I didn't need to relearn anything – it's very ‘pick up and go’, and very self-explanatory remote support. And the fact that it was easy to deploy out to my servers was a game changer. It also filled that void of if I'm off site, at another site or my technician needs to get in, we have that as our back door in. That was central for what we needed.
"I didn't need to relearn anything – it's very ‘pick up and go’, and very self-explanatory."
How the academy uses 247connect for remote IT support
We use it quite heavily when we're off site, but when we're on site, we can just remote desktop into the servers. Obviously, we are growing as a trust and we are expanding, so my technician and I are not going to necessarily be at our primary academy 24/7.
Having that tool to remote into our system helps – even where some sites have restrictions on VPNs. With 247connect, we can just access that server and either fix an issue that a teacher may be having, reset a password or deploy out an MSI file via drag and drop from our machine, through 247connect, straight to the server.
It’s basically a remote access toolkit ready to hand out to anyone who needs it.
How the academy uses 247connect for remote IT support
The file transfer aspect. I know a lot of other solutions have the same thing, but I always find little caveats where it might not like this particular folder or the upload speeds are slower, even though you've got a guaranteed upload speed.
The big thing for me that I really like, compared to TeamViewer, is hidden folders. On TeamViewer, I always had issues trying to show hidden folders that are hidden by the system. With 247connect, it lets you see those folders and get to them.
For example, a big one is the public shared desktop in the C drive. It's a nightmare to get to it if you don’t have access. But the fact that I can just put the path in, get straight to it and put something on – it's great!
It's little jobs like that where it's very easy to get it right, but so many remote desktop softwares get it wrong. I like that 247connect does it so well.
It's very easy to get it right, but so many get it wrong. I like that 247connect does it so well.
How easy 247connect was to deploy and use
My team consists of me and my technician. Coming from an MSP, he’d never heard of NetSupport. When I showed him NetSupport DNA, he loved it, and when I showed him 247connect, within two minutes he was already teaching me new things because it is really simple.
And that reassured me that I didn't need to worry about staff training when someone who has never touched any NetSupport product before can jump in and be like, ‘Oh, that makes sense. You can do this and this and this.’
Obviously, from my side of things, I was the one who onboarded the school – and it was seamless. It was the case with your executable. As soon as you deploy it, you just see your machines come onto your dashboard: 1, 2, 3, 4, and then that's it. There's no worrying about it.
Fulwood Academy would recommend 247connect
Yes. I would recommend it. It's a remote support tool that makes sense to have. Even if you don’t have anything, it's not a massive cost in terms of budget. It's simple. You're not locked into long-term contracts. You can buy licences as you go. It's a simple tool to basically make your life easier. And, from experience, it's made mine easier.
The fact that you can integrate with Azure and Google – and it has MFA – keeps it secure. You can also set up your own rules so that only you or your technicians can get in.
Yes. I would. It's a simple tool to basically make your life easier. And, from experience, it's made mine easier.
Experience with 247connect technical support
I've not really needed to reach out for support too much. The only issue we encountered was when we had a slight issue with our executables to install the software. The 247connect support team found the issue straight away and told me how to fix it.
What did surprise me was that the account manager and the support team reached out to ask for the files we used, so they can replicate the problem and find out what caused it. Not many companies will do that. They'll fix it and then just move onto the next job, but with 247connect, they follow up. ‘How have you got on with this? Is it still working? Can you still send us the files?’ They want to know why. And from a support side of things, that's nice. They’re not just going to fix my issue and then not fix it for a potential other customer. They'll find the root of that problem and then fix it for everybody.
Speaking to real support staff makes a difference
Absolutely. There are so many companies now that just rely on an AI chat bots. But it's frustrating when you're trying to explain a really obscure thing that a bot's probably never heard of, and then you get directed to a link to report it.
Being able to call a support number to talk to someone literally within two minutes is what you need. It's not just ‘Send us an e-mail, we'll get back to you within two to five working days’. 247connect ask us to call in to get the issue resolved ASAP.
Being able to call a support number to talk to someone literally within two minutes is what you need.
Response to those considering a NetSupport solution
I would say go for it. NetSupport's been around for as long as I can remember and I've been doing this for over 10 years. When I first started, I knew of them and I never really took the plunge. Then, when I went to Bett, I met them on their stand. I got a demo of two products (classroom.cloud and NetSupport DNA), and that same day we ordered both solutions. That's how good they were! We threw every single question at them and they answered every single one. From then on, I've stuck with them. I've gone from school to school and taken them with me each time. That shows the level of trust and support I have in NetSupport.
Final thoughts on 247connect
They're always adapting and improving it, and so it's not just going to be a dormant remote access product like many others are.
It just works!
I've gone from school to school and taken them with me each time. That shows the level of trust and support I have in NetSupport.
Explore 247connect for education
Looking for remote access software for your school or multi-academy trust? Explore how 247connect supports education IT teams here.