What users are saying about

Accelo

9 Ratings

Accelo

9 Ratings
Score 6.2 out of 101

ConnectWise Manage

202 Ratings
Score 8.2 out of 101

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Likelihood to Recommend

Accelo

If you are looking for a basic CRM this tool would work. It has lots of room to grow.
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ConnectWise Manage

Wouldn't be good for small businesses and unless you are providing work that needs to be generated by a ticket, this wouldn't be for you. It's great for companies that need to log specific information for customers and record time entered by employees. It's good for project management, keeping track of financials and time
Alissa Levanway profile photo

Feature Rating Comparison

Project Management

Accelo
4.2
ConnectWise Manage
Task Management
Accelo
5.0
ConnectWise Manage
Resource Management
Accelo
5.0
ConnectWise Manage
Scheduling
Accelo
5.0
ConnectWise Manage
Workflow Automation
Accelo
5.0
ConnectWise Manage
Team Collaboration
Accelo
5.0
ConnectWise Manage
Support for Agile Methodology
Accelo
3.0
ConnectWise Manage
Email integration
Accelo
5.0
ConnectWise Manage
Timesheet Tracking
Accelo
5.0
ConnectWise Manage
Change request and Case Management
Accelo
2.0
ConnectWise Manage
Budget and Expense Management
Accelo
2.0
ConnectWise Manage

Professional Services Automation

Accelo
2.0
ConnectWise Manage
Quotes/estimates
Accelo
2.0
ConnectWise Manage
Invoicing
Accelo
2.0
ConnectWise Manage
Project & financial reporting
Accelo
2.0
ConnectWise Manage
Integration with accounting software
Accelo
2.0
ConnectWise Manage

Incident and problem management

Accelo
ConnectWise Manage
7.6
Organize and prioritize service tickets
Accelo
ConnectWise Manage
8.1
Expert directory
Accelo
ConnectWise Manage
7.1
Subscription-based notifications
Accelo
ConnectWise Manage
6.6
ITSM collaboration and documentation
Accelo
ConnectWise Manage
6.7
Ticket creation and submission
Accelo
ConnectWise Manage
8.4
Ticket response
Accelo
ConnectWise Manage
8.5

Self Help Community

Accelo
ConnectWise Manage
7.0
External knowledge base
Accelo
ConnectWise Manage
7.3
Internal knowledge base
Accelo
ConnectWise Manage
6.7

Multi-Channel Help

Accelo
ConnectWise Manage
7.7
Customer portal
Accelo
ConnectWise Manage
7.9
IVR
Accelo
ConnectWise Manage
7.2
Social integration
Accelo
ConnectWise Manage
6.9
Email support
Accelo
ConnectWise Manage
8.3
Help Desk CRM integration
Accelo
ConnectWise Manage
8.1

Pros

  • Allows you to send emails directly from the target's account
  • Allows you to create tasks
  • Keeping track of notes made is easy
No photo available
  • Tickets- Customers can email and a ticket is generated and falls under their profile for historical records. You can save documents and select if they are customer facing or only internal facing. The option as well to have communication in tickets whether its internal facing or customer facing is nice to have when you're trying to keep a record or important details for just internal means and the customer doesn't have to see all the jargon.
  • Procurement - It's great to have this integrate with Quosal Sell. Quotes being processed into opportunities and then into a sales order which connects to a ticket or project is pretty easy to use. It does have a learning curve but once you get the hang of it, it's straightforward. Everything is pretty connected, whether keeping track of products customers have purchased historically through us, to knowing what ticket is associated to an RMA.
Alissa Levanway profile photo

Cons

  • Difficult to upload targets
  • Not easy to modify a target
  • When uploading targets you can not attach them to tags until after they are uploaded.
  • When listing opportunities in the system, you are limited with what stage the opportunity is in and the star system is not very helpful. The status' are very vague and not always accurate.
No photo available
  • Procurement - Throughout the years, Connectwise has gotten better with improving their procurement side. I notice lately I can't cancel products, I have to list them as Write Off. Also if you don't clear your cache often, the system will kinda glitch. You have to know certain workarounds to make it work. For example if I am unreceiving a product, I have to unpick then open PO and unreceive. It's not productive, and you used to be able to just unreceive if you made a mistake.I often have to help other staff with this process
  • Products - Security permissions are very specific when it comes to picking products, adding products, editing products, so that makes it difficult if you are trying to set up multiple people with the same permissions. Also, there isn't a straight forward place to pull inventory counts. You have to pull a report and add specific details. I wish this was a little more user friendly.
  • Accounting Interface - It's nice it integrates with ConnectWise, but I find it's very picky when you are trying to batch invoices or procurement products.
Alissa Levanway 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
ConnectWise has uniquely positioned themselves with the Modern Office Suite to have direct integration with a nearly full suite of tools for MSPs. Although each tool may not necessarily be the absolute best tool on the market, the efficiencies leveraged through direct integration make the entire suite an obvious choice for most companies.
Delano Collins profile photo

Usability

Accelo7.0
Based on 1 answer
No answer on this topic is available.
ConnectWise Manage8.2
Based on 15 answers
I would say an 8 from the user's perspective, but less from the admin perspective. Once setup, the process would flow as directed, and users would either be limited by or freed by the automation as it relates to performing work. From the admin's perspective, getting that automation setup was very time consuming and redundant if you had to apply the same configurations to more than one board. I would frequently loose and afternoon to a configuration change when it required updating the subcategories of a number of boards I had created in the past. But, once past that configuration challenge, it would work very well
Kettric Midura 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 Manage7.8
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 Manage6.4
Based on 10 answers
The front line support techs are wildly inconsistent when it comes to the level of support. Sometimes you get someone who just wants to throw links to University documentation at you, sometimes you get someone who truly tries to understand your issue and confers with peers and managers to find an answer, and sometimes you get someone who just wants to create a ticket and escalate immediately. If you ask three different techs the same question you will probably get three different answers, one of them being, "That's not possible."
Jennifer Henney profile photo

Online Training

No score
No answers yet
No answers on this topic
ConnectWise Manage6.9
Based on 7 answers
They're online training courses, specifically the online videos, are very professionally done and are kept up to date.
Nicolas Poague 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

No answers on this topic
We have tried other and have found ConnectWise the be the best. It is the most comprehensive, offer the best integrations and did not require a complete overhaul of our work flows. We also found the training to be superb and the support, especially the online chat, to be highly responsive and effective.
Sebastian Abbinanti profile photo

Scalability

No score
No answers yet
No answers on this topic
ConnectWise Manage8.3
Based on 6 answers
ConnectWise seems to have a good understanding of the IT service industry. During the required onboarding training, they even preach configuring only features that you need right now, as you can always scale up later. The feature set for the most part takes into considerations all aspects of an IT business, whether small or enterprise, or growing from one to the next.
Nicolas Poague profile photo

Return on Investment

  • Helps with tracking prospects through the sales/marketing funnel
  • Has led some employees to stop using the tool and going back to spreadsheets. When trying to attach targets to tags you need to do so individually and if you upload a large list you need to do this manually, one by one, and requires a lot of time. So people have gone back to spreadsheets where they could simply just cut and paste new people in.
No photo available
  • 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