What users are saying about
4 Ratings

ConnectWise Manage

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206 Ratings
4 Ratings
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Score 8 out of 101

ConnectWise Manage

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206 Ratings
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Score 8.2 out of 101

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Likelihood to Recommend

Apptivo

(UPDATE: Please note that my review was for the Version 5 of their apps. They have recently updated 2 of their main apps to V6 which show a lot of improvements. The sad thing however is that many of their 40+ apps never even made to V5 let alone V6. V5 to V6 has taken over a year and only the core apps are getting attention.)

As it stands Apptivo is only useful for one person or sole trader type entities. If your business wants to use all the apps and works internationally then Apptivo will create headaches and frustration rather than increasing productivity. They may solve many of the 100+ items we provided them with free of charge in an upcoming release, but we left with a bad taste in our mouth. Countless hours lost in our business while we acted as bug finders for Apptivo while paying for the product.
No photo available

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

Sales Force Automation

Apptivo
4.7
ConnectWise Manage
Customer data management / contact management
Apptivo
8.7
ConnectWise Manage
Workflow management
Apptivo
6.8
ConnectWise Manage
Territory management
Apptivo
4.5
ConnectWise Manage
Opportunity management
Apptivo
4.5
ConnectWise Manage
Integration with email client (e.g., Outlook or Gmail)
Apptivo
6.0
ConnectWise Manage
Quote & order management
Apptivo
1.0
ConnectWise Manage
Interaction tracking
Apptivo
1.8
ConnectWise Manage
Channel / partner relationship management
Apptivo
4.5
ConnectWise Manage

Customer Service & Support

Apptivo
5.7
ConnectWise Manage
Case management
Apptivo
7.7
ConnectWise Manage
Help desk management
Apptivo
3.6
ConnectWise Manage

Marketing Automation

Apptivo
4.5
ConnectWise Manage
Lead management
Apptivo
4.5
ConnectWise Manage
Email marketing
Apptivo
4.5
ConnectWise Manage

CRM Project Management

Apptivo
7.3
ConnectWise Manage
Task management
Apptivo
8.7
ConnectWise Manage
Billing and invoicing management
Apptivo
4.5
ConnectWise Manage
Reporting
Apptivo
8.7
ConnectWise Manage

Customization

Apptivo
6.4
ConnectWise Manage
Custom fields
Apptivo
6.4
ConnectWise Manage
Custom objects
Apptivo
6.4
ConnectWise Manage

Security

Apptivo
9.8
ConnectWise Manage
Single sign-on capability
Apptivo
9.9
ConnectWise Manage
Role-based user permissions
Apptivo
9.7
ConnectWise Manage

Platform

Apptivo
9.7
ConnectWise Manage
Mobile access
Apptivo
9.7
ConnectWise Manage

Incident and problem management

Apptivo
ConnectWise Manage
7.3
Organize and prioritize service tickets
Apptivo
ConnectWise Manage
8.1
Expert directory
Apptivo
ConnectWise Manage
6.6
Subscription-based notifications
Apptivo
ConnectWise Manage
6.1
ITSM collaboration and documentation
Apptivo
ConnectWise Manage
6.2
Ticket creation and submission
Apptivo
ConnectWise Manage
8.3
Ticket response
Apptivo
ConnectWise Manage
8.5

Self Help Community

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

Multi-Channel Help

Apptivo
ConnectWise Manage
7.1
Customer portal
Apptivo
ConnectWise Manage
7.4
IVR
Apptivo
ConnectWise Manage
6.0
Social integration
Apptivo
ConnectWise Manage
6.1
Email support
Apptivo
ConnectWise Manage
7.7
Help Desk CRM integration
Apptivo
ConnectWise Manage
8.3

Pros

  • Built in support for new users.
  • Basic crm works...just dont expect it do anything well beyond the basic.
  • Price.
  • Google Apps integration is better than a lot of the competition who charge and anwful lot more.
  • They are open to and try adapt quickly based on customer feedback.
No photo available
  • The core function of ConnectWise is ticket management. The customization options, workflows and SLA information makes this a critical tool for our support management.
  • Where ConnectWise does not address a specific need, they have done a good job of creating an API that allows vertical or vendor solutions to integrate directly into ConnectWise.
  • One of the biggest benefits to us the agreement management. From the scope definitions to time tracking and enforcement to billing - this is one of the key functions in ConnectWise for us.
Greg Hardy profile photo

Cons

  • Homescreen claims to be the center of the application however the sub sections are mostly flawed or do not function as one would expect.
  • The built in email client kinda works but depending on which section of the app you are in the default font will be different from your signature. Also you cannot add a cell phone to staff signatures. I asked about this for months. It was never fixed. When will CRM companies learn that email is STILL the center of many business. It is unacceptable to have different fonts in the same mail and signatures that change from client to client.
  • They frequently messed up our contact data.
  • Multi currency exists on invoices but not on other apps.
  • Fragmentation with their apps....some apps are still on version 3 some on 4 and some on version 5. This means you are forced to deal with 2 or more different user interfaces within the same app.
  • No consistency between the apps.
  • Often there is little or no integration between the apps inside Apptivo.
No photo available
  • ConnectWise does a good job of adding features. However, the reporting in ConnectWise still falls short and has not been addressed since we have been on the platform. Originally, our instance of ConnectWise was on premise, so we could link it to SQL and create some custom, real-time reporting. We are now on the hosted model, and this limits our ability to enhance this shortcoming. I would also like to see some easier ways to setup dashboards for financial performance, agreement profitability, ticket management, SLA performance and enforcement, and resource utilization.
  • I would like the integration with appointments in ConnectWise to be deeper with Outlook. For example, I would like to be able to invite outside parties to appointments created in ConnectWise, and not have to send a second appointment from Outlook. I understand this is coming on the Roadmap, but it has been needed for some time and cannot get here quick enough.
  • I would like to see some additional ability to delete purchase approvals that are not needed. Currently, to remove these from the approval screen, we have to approve them, create the PO, receive the items, and then do an inventory adjustment to reverse the receipt.
Greg Hardy 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

Apptivo2.7
Based on 1 answer
Our uses kept running into bugs that stopped them from doing simple things like creating a contact or selecting an item from a custom drop list which is required to save the contact or item. This of course is after time was spent filling out all the previous data which gets lost when you cannot complete the form. This is just one example of many.
No photo available
ConnectWise Manage8.2
Based on 15 answers
I have been using ConnectWise since 2004 and I am impressed with the progress they have made. However, there are still bugs that don't work quite like they should. If I were to run reports and get consistent answers along with a couple other annoyances, then I would score CW as a 10
Wes Jensen 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 Manage7.9
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 Manage6.0
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 Manage6.6
Based on 7 answers
It is pretty good as far as online training goes.
Blake Clemens profile photo

Implementation

Apptivo3.6
Based on 1 answer
If you are starting a business and want a free app or nearly free app that can grow with you....then apptivo could be for you. However if you grow faster than them then you will be quickly seeking alternatives
No photo available
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

Sellsy is the app that comes closest in terms of feature set. It is a lot more expensive but even with its flaws and terrible Google integration is still is a measurably better product in terms of taking care of your business. Unfortunately for Apptivo it tries to do everything with its 40+ apps but not one of those apps succeed in being great when compared to the competition. The competition in all cases are much more expensive than Apptivo but it is a case of you get what you pay for.

Solve360 is probably the best Google integrated crm product on the market today however it is not a business management platform. Work[etc] is another great platform with excellent Google integration but doesn't do stock management or multi-currency. Also way over-priced!
No photo available
I had looked at Autotask when I was looking for a CRM for IT and at the time it just didn't compare with ConnectWise. ConnectWise had much more features we needed and also their sales team was very helpful in explaining the features and limitations. We were using Commit CRM at the time and it just wasn't cutting it especially with the write up of the service performed.
Stana Steen 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 cost us money.
  • We lost a few hundred man hours on this. We stuck with them for a while based upon the promises received and the excellent speed at which support would reply to concerns. However fixes to the big issues still have not arrived a year later.
No photo available
  • We are no longer losing revenue from an engineer not writing up the service call as they do it at the time of service onsite or remote support.
  • ConnectWise's ongoing business training and video is very helpful and sometimes gives us new ideas to increase our bottom line that we didn't think of.
  • Tracking engineers' expenses is much faster and they get billed to the client. Before ConnectWise, the engineers would end up submitting expenses long past the service which made invoicing the client for travel after the fact was not a good experience.
Stana Steen profile photo

Pricing Details

Apptivo

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Apptivo Editions & Modules
Apptivo
Edition
Starter
Free1
Premium
$101
Ultimate
$251
Enterprise
N/A
1. Per User per Month
Additional Pricing Details

Apptivo 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