What users are saying about
12 Ratings

ConnectWise Manage

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205 Ratings
12 Ratings
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Score 6.2 out of 101

ConnectWise Manage

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205 Ratings
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Score 8.1 out of 101

Add comparison

Likelihood to Recommend

Accelo

Pretty good as a basic CRM, decent as a support desk. Tries to do a lot, but doesn't excel at any one thing. Reasonably priced, though, and can be a component in a larger setup.
Ryan Freeman profile photo

ConnectWise Manage

Every PSA, CRM, RMM, {fill in your own three-letter initialism}, is going to have something that you don't like. ConnectWise is no exception. However, having used some of the bigger names in out there, I find ConnectWise to be the most intuitive and easy to use. I feel the support is really what sets ConnectWise a part from the rest. ConnectWise just provides more to love.
Sebastian Abbinanti profile photo

Feature Rating Comparison

Project Management

Accelo
5.3
ConnectWise Manage
Task Management
Accelo
5.0
ConnectWise Manage
Resource Management
Accelo
5.5
ConnectWise Manage
Gantt Charts
Accelo
6.0
ConnectWise Manage
Scheduling
Accelo
5.0
ConnectWise Manage
Workflow Automation
Accelo
5.0
ConnectWise Manage
Team Collaboration
Accelo
4.3
ConnectWise Manage
Support for Agile Methodology
Accelo
3.7
ConnectWise Manage
Support for Waterfall Methodology
Accelo
5.0
ConnectWise Manage
Email integration
Accelo
7.4
ConnectWise Manage
Mobile Access
Accelo
4.5
ConnectWise Manage
Timesheet Tracking
Accelo
7.1
ConnectWise Manage
Change request and Case Management
Accelo
5.1
ConnectWise Manage
Budget and Expense Management
Accelo
5.1
ConnectWise Manage

Professional Services Automation

Accelo
4.7
ConnectWise Manage
Quotes/estimates
Accelo
3.5
ConnectWise Manage
Invoicing
Accelo
4.1
ConnectWise Manage
Project & financial reporting
Accelo
5.1
ConnectWise Manage
Integration with accounting software
Accelo
6.1
ConnectWise Manage

Incident and problem management

Accelo
ConnectWise Manage
7.3
Organize and prioritize service tickets
Accelo
ConnectWise Manage
8.1
Expert directory
Accelo
ConnectWise Manage
6.6
Subscription-based notifications
Accelo
ConnectWise Manage
6.1
ITSM collaboration and documentation
Accelo
ConnectWise Manage
6.2
Ticket creation and submission
Accelo
ConnectWise Manage
8.4
Ticket response
Accelo
ConnectWise Manage
8.5

Self Help Community

Accelo
ConnectWise Manage
6.8
External knowledge base
Accelo
ConnectWise Manage
7.0
Internal knowledge base
Accelo
ConnectWise Manage
6.6

Multi-Channel Help

Accelo
ConnectWise Manage
7.1
Customer portal
Accelo
ConnectWise Manage
7.4
IVR
Accelo
ConnectWise Manage
6.1
Social integration
Accelo
ConnectWise Manage
6.1
Email support
Accelo
ConnectWise Manage
7.7
Help Desk CRM integration
Accelo
ConnectWise Manage
8.2

Pros

  • Tracking customer interactions. Nice integration with G Suite, could be a lot better if they acknowledged that contacts may actually have more than one email address.
  • Support Ticket system is integrated, so we can view support history and other email correspondence easily. It's cheaper that Zendesk.
  • Support is reasonably good, usually prompt and responsive.
  • Constant development - lots of updates, just not often to areas that we use.
Ryan Freeman profile photo
  • Automation: With a little planning and elbow grease it's possible to automate much of the day-to-day business like routing service tickets, sending SLA reminders, using tracks and templates to standardize sales and project functions, and more.
  • Integration: Manage integrates with a large number of other products ranging from HR management to RMMs. ConnectWise also has its own suite of products to handle remote support, chat, RMM, quoting, and cloud services.
  • Project Management: The Project module plus templates and workflows make project management organized and automated.
Jennifer Henney profile photo

Cons

  • The client portal needs to be improved. It does not have the same user interface as we have within Accelo and we get a lot of client complaints about it.
  • It needs more executive-style reporting and the ability to create your own reports and filters.
  • It needs to be faster. With all of the things Accelo is doing to give you all the data, it is kind of slow compared to other systems in the browser.
Chris Osterhout profile photo
  • Support: There is no way to call and speak to a live person immediately. The quality of support completely hit-or-miss. The rule of thumb is if a support person gives you a noncommittal answer or flat out tells you no, hang up/close and call/chat again.
  • Security at a ticket level: We would love to incorporate more of our HR functions into Manage but the inability to lock things down at a ticket level (and the lack of granularity at the service board level) makes that impossible.
  • Email connector errors: These could be a lot more useful if they had a little more information in them.
Jennifer Henney profile photo

Likelihood to Renew

Accelo9.0
Based on 1 answer
Looking forward to seeing more refinement of features provided and upcoming features promised :)
Brendon O'Sullivan profile photo
ConnectWise Manage8.6
Based on 22 answers
I would recommend ConnectWise for the company that isn't as large or ridged in their support practices. ConnectWise is very good at what it does, but when it comes to truly customized process, it tends to cause problems. While ConnectWise is flexible, it is only flexible in the way their mind set and architecture function. If you are a large well developed company with set ways of doing things, ConnectWise is not likely to be a good fit. If you are a smaller, less developed company with the capacity to adapt to ConnectWise methodology, you can make some quick gains implementing their way of doing things. The SMB company I was working with on the product used the product exclusively and used it well. We used each product to its extent, and it really helped to speed up the development cycle accepting the intended use of each function. A much larger company I worked with had the exact opposite experience. Their standing procedures and methodologies were diametrically opposed to the use of ConnectWise and ultimately drove the company to abandon the project in favor of a home grown product
Kettric Midura profile photo

Usability

Accelo7.0
Based on 1 answer
No answer on this topic is available.
ConnectWise Manage8.2
Based on 15 answers
Connect Wise Manage has really helped us become much more efficient. It's allowed us to join the sales, delivery and support processes together ensuring all information is stored in one place. All our proposal documents, supplier quotes stored as documents against the opportunity. Our project implementation documents stored and monitored through CW. Effectively filled out configurations allowing our support team to quickly, easily and efficiently support our clients. All our KPI's logged and displayed around the office using BrighGuage reporting. Don't get me wrong there are still bits about the system we don't like but it's vastly improved our working practices and efficiency.
Graham Green profile photo

Reliability and Availability

No score
No answers yet
No answers on this topic
ConnectWise Manage9.1
Based on 3 answers
The CW PSA is extremely stable and has very little incident of needing reboots or the like.
David Pavuk profile photo

Performance

Accelo10.0
Based on 1 answer
No answer on this topic is available.
ConnectWise Manage7.9
Based on 6 answers
Overall, I love CW Manage. I think it is a great platform, but nothing is learned from saying "You're great!" So I will share 2 issues where I think improvement can be made.1. There are times where service requests are closed inappropriately without explanation or warning which can be frustrating. I have learned that I must work extra hard to manage my open issues to ensure that they don't just disappear without resolution.2. I recently found that I had mistakenly been charged $50 a month for a year for services I did not have. When I brought this to CW's attention, I was quickly given a credit memo and an apology, which was nice, but it was still annoying
Wes Jensen profile photo

Support

No score
No answers yet
No answers on this topic
ConnectWise Manage6.1
Based on 10 answers
We give up on our support requests frequently because more often than not they seem to end up in the black hole of development, and we have to build some kind of work around for an element that we are paying for.
Shael Risman profile photo

Online Training

No score
No answers yet
No answers on this topic
ConnectWise Manage6.7
Based on 7 answers
We are a telecoms company. Whilst CW were very happy to sell us their product and tell us how good it is for telecoms. All the training material is geared towards IT MSP's. The on-line training material was virtually useless. We found the implementation a bit of a joke. They tried telling us 12 hours of implementation time would be sufficient to launch the product. We erred on the side of caution and paid for 24 hours. This was quickly eaten away and we were nowhere near ready to go-live. I find the on-line chat facility is of much more use for us.
Graham Green profile photo

Implementation

No score
No answers yet
No answers on this topic
ConnectWise Manage7.0
Based on 2 answers
Thoroughly review the training at ConnectWise University BEFORE starting. Ask questions to other partners - there is a huge community that is more than willing to help. Lastly, I recommend getting ConnectWise Consulting to help - it's a BIG product, and the money you spend on consulting will pay for itself by helping you and your team get off to a running start (in the right direction)
Delano Collins profile photo

Alternatives Considered

Accelo doesn't really exceed any competitors in any one area of their product, but in 2015 when we made the move this was the best option that included all the tools we wanted. However, user adoption was low in some areas due to the UI, so we scaled back Accelo and added other tools.
Ryan Freeman profile photo
We only evaluated Kaseya and Tiger Paw. ConnectWise was easier to use and looked to be more robust. Integration with LabTech waan a easy fit as it is also a ConnectWise product.
William Stasak profile photo

Scalability

No score
No answers yet
No answers on this topic
ConnectWise Manage8.2
Based on 6 answers
Our business is growing organically at the rate of 25% to 30% per annum. CW is able to cope with the increased data effectively. Obviously as our business grows the reliance on good data, systems and processes becomes even more paramount. CW has had a real positive impact on the way our business operates. We need to look at further automation
Graham Green profile photo

Return on Investment

  • It substantially reduced the number of systems we use to run our business.
  • It reduced the need to train our staff on a variety of platforms.
  • It gave us the ability to have a client-facing portal that directly integrates with our backend systems.
Chris Osterhout profile photo
  • The integration of our phone system with ConnectWise Manage allows for more accurate billing and time management reporting on our support desk tickets.
Dean Lause profile photo

Pricing Details

Accelo

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
1.  Per Installation
Accelo Editions & Modules
Accelo
Edition
Plus
$191
Premium
$341
1. Per User
Additional Pricing Details

Accelo More Information

ConnectWise Manage

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
ConnectWise Manage Editions & Modules
ConnectWise Manage
Additional Pricing Details

ConnectWise Manage More Information