ScreenMeet

ScreenMeet provides a cloud-native, in-platform collaboration and remote support solution tailored for enterprise clients. The company was established in San Francisco in 2015 by co-founders Ben Lilienthal (CEO) and Eugene Abovsky (CTO). Lilienthal, a serial entrepreneur with a background in communications, had previously founded and sold two other companies, including an audio conferencing platform that became part of GoToMeeting. This experience informed the duo's vision to create a new generation of enterprise tools that seamlessly integrate into existing workflows.

The company's business model is centered on providing a suite of collaboration tools directly within major CRM and ITSM platforms like Salesforce, ServiceNow, and Microsoft Dynamics 365. This native integration is a key differentiator, as it allows support agents to launch video chats, screen sharing, co-browsing, and remote takeover sessions without leaving their primary work environment. This approach eliminates the need for separate applications and streamlines the support process, which helps to increase first-call resolution rates. Revenue is generated through a subscription-based model with active-user-based pricing, which means clients do not pay for unused licenses.

ScreenMeet's product suite is designed for IT help desks and customer support contact centers. Key features include secure remote takeover of Windows, Mac, iOS, and Android devices; browser-based co-browsing; and live video and voice chat. A feature called ScreenMeet Replay allows end-users to asynchronously record their screen to submit with a support ticket. All session data, including recordings and chat logs, is automatically logged into the corresponding case within the CRM or ITSM system, providing a single pane of glass for visibility and ensuring compliance. The platform is built on Amazon Web Services (AWS) for global scalability and is SOC 2 Type 2 certified, employing TLS 1.2 transport security with AES-256-bit encryption.

The company has achieved significant milestones, including securing investments from strategic partners ServiceNow and Salesforce Ventures. These partnerships are not just financial; ServiceNow replaced its own legacy platform with ScreenMeet as its preferred remote support solution. By 2018, the company had signed a major Fortune 30 technology enterprise, and it now supports nearly 50,000 agents and 400 million end-users globally. The demand for its services accelerated during the global pandemic, which highlighted the need for robust remote work and support solutions. Keywords: remote support, in-platform collaboration, ITSM integration, CRM integration, co-browsing, enterprise software, help desk solutions, customer support tools, cloud-native, screen sharing