10000ft vs ConnectWise Manage

• Tracks freelance resource hours.
• Tracks multiple small projects and milestones within the projects.
• Tracks budget information and scope creep.

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• We are also a VoIP service provider. Telecommunications comes with the joy of managing communication services taxes in addition to the sales taxes we are required to collect on our managed services. Connectwise gave us the ability to set these taxes up and transfer that information to QuickBooks Pro Desktop.
• During the past year, the folks at Connectwise have really fleshed out the online version of the software, providing nearly the same functionality of the locally installed version. With the exception of our periodic need to import and export from QuickBooks, we are able to use the software from any location.
• Having service tickets created automatically via the receipt of a customer email has been a big help. They are even able to reopen an existing ticket by simply replying to the email thread. This makes it easier for our techs to quickly see notes and history relating to the ticket and resolve it quickly.

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• It's often confusing to use and find things, I sometimes find it to be a little counterintuitive as to where functions are (e.g. for tracking budgets and pulling reports).
• When pulling a budget I always struggled to comb through the large amounts of data and time inputted. When I select a filter the page often wouldn't refresh or i'd forget to de-select a filter as it wasn't in an obvious place, which sometimes left me with pulling an incorrect budget.
• The data is only as good as the people entering the time. Often with so many small tasks people would enter time incorrectly, in the wrong milestone or project. It lists all of your projects on one page, so it's not easy to enter it and there's a lot of room for error.

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• Bulk editing Agreements would be very helpful to have. It can be meticulous and frustrating to have to go through 90+ agreements to edit one small piece of the agreement to match the others.
• Syncing information from LabTech can be hit or miss sometimes. The issue with this is that when you speak with CW support about it, they refer you to LT Support, but when you speak to LT support, they refer back to CW support. Can be challenging at times when looking for a resolution.
• Would love to see more ability to change the themes inside the application. In no way related to the overall functionality - would just like to see a different theme than blue/white.

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• Positive - We were able to track multiple projects at the same time and record accurate hours.
• Positive - Able to pull budget and excel reports which can the be analyzed further and relatively simply.
• Negative - There were a lot of times when hours were entered inaccurately which left us in a bind with budget and freelance billing.

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• Positive: Tighter time tracking. Negative: You have to track your time. I say this not to be funny but to underscore that the system only works if you use it properly. It's a cultural change that is sometimes hard to make depending on the type of company culture you have before you implement.
• Positive: It is my memory. When you scale your company you lose the ability to remember everything you need to do and when you need to do it. There are just too many things to keep track of. ConnectWise if used properly will help keep you focused and on track.
• Negative: I'm not sure the people who create ConnectWise actually use the software and if they do the use it in a very very basic manner. There are things that we are having to do with custom reports that have lowered my ROI.
• Negative: Costs. We are nearly 50 people and the costs of Quosal, LabTech, ConnectWise, ScreenConnect and the beat goes on is becoming too high. I think ConnectWise really needs to reconsider its pricing model and start giving larger companies some kind of quantity discount.

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