What users are saying about

Agiloft Custom Workflow/BPM

2 Ratings
Score 10 out of 101

ConnectWise Manage

202 Ratings
Score 8.2 out of 101

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Likelihood to Recommend

Agiloft Custom Workflow/BPM

Agiloft is perfect for managing requisitions, linking those requisitions to their appropriate contracts (and getting the contracts directly executed via DocuSign or Adobe), notifications on upcoming renewals, spend tracking, trend analysis, contractor access management and ticket automation, audits, and much more. The tool flexible enough to integrate with other platforms but users need to be made aware of the requirements/limitations of the integrations.
Carly Cockman profile photo

ConnectWise Manage

Because the system is very flexible it can be used in a wide variety of businesses. Typically, if you are in a business where you sell products and services as well as recurring monthly services, ConnectWise could be a very practical tool for your business. Certainly, IT businesses are well suited but I've actually recommended the system to other people in the industrial services business.
Claude Bethea profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Custom Workflow/BPM
ConnectWise Manage
7.6
Organize and prioritize service tickets
Agiloft Custom Workflow/BPM
ConnectWise Manage
8.1
Expert directory
Agiloft Custom Workflow/BPM
ConnectWise Manage
7.1
Subscription-based notifications
Agiloft Custom Workflow/BPM
ConnectWise Manage
6.8
ITSM collaboration and documentation
Agiloft Custom Workflow/BPM
ConnectWise Manage
6.7
Ticket creation and submission
Agiloft Custom Workflow/BPM
ConnectWise Manage
8.3
Ticket response
Agiloft Custom Workflow/BPM
ConnectWise Manage
8.5

Self Help Community

Agiloft Custom Workflow/BPM
ConnectWise Manage
7.0
External knowledge base
Agiloft Custom Workflow/BPM
ConnectWise Manage
7.3
Internal knowledge base
Agiloft Custom Workflow/BPM
ConnectWise Manage
6.7

Multi-Channel Help

Agiloft Custom Workflow/BPM
ConnectWise Manage
7.9
Customer portal
Agiloft Custom Workflow/BPM
ConnectWise Manage
8.0
IVR
Agiloft Custom Workflow/BPM
ConnectWise Manage
7.6
Social integration
Agiloft Custom Workflow/BPM
ConnectWise Manage
7.2
Email support
Agiloft Custom Workflow/BPM
ConnectWise Manage
8.4
Help Desk CRM integration
Agiloft Custom Workflow/BPM
ConnectWise Manage
8.2

Pros

  • Ease of use for both end users and administrators
  • Limitless workflow development to automate processes
  • Flexibility to integrate with other software platforms
Carly Cockman profile photo
  • Ticket management is awesome and the Workflows are extremely powerful. Workflows help us enforce our procedures as part of using the application.
  • Using ConnectWise with inegration to an RMM like LabTech or Kaseya allows some pretty awesome asset management. Throw in ITglue/BizDox and it's the best documentation platform I've ever worked with.
  • The Email connectors and closed loop ticketing makes keeping clients up to date on their tickets is also very helpful!!
Ariel Donahue profile photo

Cons

  • We have a history of quick but unhelpful responses from customer support. Fortunately, we are able to work with our implementation specialist when support tickets require escalation. There is a clear eagerness to assist, but the communication from support lacks depth. You have to be extremely specific with your desired resolution.
Carly Cockman profile photo
  • Knowledge Base is weak.
  • The ability to send Project surveys is limited to tickets within the Project, but not the project itself.
  • The current release cycle is very aggressive. Be prepared to update the program every 30 (or fewer) days.
  • The program's flexibility can be a weakness, so you will need to educate your team. ConnectWise University is a great resource - use it.
Delano Collins profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
ConnectWise Manage8.6
Based on 22 answers
Whatever may be lacking is insignificant to the ongoing value ConnectWise brings. To attempt to do this without ConnectWise is to quit the business. Moreover, the integration of processes (not just the technology) is part of our DNA and would require a blood transfusion (so to speak) -- we simply wouldn't be who we are today, nor what we need to be tomorrow.
Jared Tremper profile photo

Usability

No score
No answers yet
No answers on this topic
ConnectWise Manage8.2
Based on 15 answers
Connectwise might be somewhat complicated but the dev team is making constant improvements and it's getting better and better.
Brian Hopper 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

No score
No answers yet
No answers on this topic
ConnectWise Manage7.8
Based on 6 answers
System freezes, slow searches.
Delano Collins profile photo

Support

No score
No answers yet
No answers on this topic
ConnectWise Manage6.4
Based on 10 answers
Well trained, available and caring team of support engineers.
Delano Collins profile photo

Online Training

No score
No answers yet
No answers on this topic
ConnectWise Manage6.9
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

No answers on this topic
I have never used a software like ConnectWise Manager before, so I can't compare it to anything. I can compare certain HR related features like time keeping and PTO tracking, which does not stack up to "true" tools that manage these functions (ADP, Ceridian, etc.). I was not involved with the vendor selection process, as the decision was made before I was hired.
Glen Gehrkens, PHR, SHRM-CP 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

  • Agiloft has streamlined the requisitioning process and eliminated manual effort and repetitive low-value tasks.
  • We now have a single source of truth for our SOC audits.
Carly Cockman profile photo
  • Billable time tracking much easier.
  • Transparency into project costs.
  • Definitely think positive ROI on CW at this point (2 years implemented).
Glen Gehrkens, PHR, SHRM-CP profile photo

Pricing Details

Agiloft Custom Workflow/BPM

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details

Agiloft Custom Workflow/BPM More Information

ConnectWise Manage

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

ConnectWise Manage More Information