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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• Customer ticket portal is cumbersome and not easy to use.
• Payments can not be taken by cash or credit card easily or without third party software.
• A Point of Sale would be a great add on as selling something in store is hard in CW as you need to creat a quote then and invoice and payment can not be made on the ticket with credit card in person or by cash with a cash drawer.

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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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• Time and bill is more accurate.
• For the MSP device billing is more accurate as it is automated and user error is not a issue now.
• Ticket tracking for help desk is much more complete and easily searchable for previous information on issues.

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