ConnectWise PSA vs. Planview AdaptiveWork

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ConnectWise PSA
Score 7.5 out of 10
Small Businesses (1-50 employees)
ConnectWise PSA (formerly Manage) is a business management platform for companies that sell, service, and support technology. The platform is cloud-based and integrates automation, help desk and customer service, sales, marketing, project management, and business analytics. It is the hub of the ConnectWise suite.
$35
Per Tech Per Month
Planview AdaptiveWork
Score 6.8 out of 10
N/A
Planview AdaptiveWork is a web-based collaborative work management software. Planview AdaptiveWork enables users to connect employees and partners and create documents, reports and specialized workflow automation. Planview AdaptiveWork is designed to work across multiple teams to enable cross-company task, project, and resource management.N/A
Pricing
ConnectWise PSAPlanview AdaptiveWork
Editions & Modules
Subscription
$35.00
Per Tech Per Month
No answers on this topic
Offerings
Pricing Offerings
ConnectWise PSAPlanview AdaptiveWork
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
ConnectWise PSAPlanview AdaptiveWork
Considered Both Products
ConnectWise PSA

No answer on this topic

Planview AdaptiveWork
Chose Planview AdaptiveWork
We also evaluated Kantana. Ultimately decided on Planview AdaptiveWork because of cost, ease of GUI, ease of configuration, reporting capabilities and integration capabilities.
Chose Planview AdaptiveWork
Planview AdaptiveWork was the right size, at the right price point that fit our customization and integration flexibility. It is intuitive to use but allowed us to add complexity as our needs grew
Chose Planview AdaptiveWork
We moved from ConnectWise Manage to Planview AdaptiveWork. AdaptiveWork is so much more user friendly. Reporting is so much easier. Capacity planner is better.
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
ConnectWise PSAPlanview AdaptiveWork
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ConnectWise PSA
4.5
82 Ratings
55% below category average
Planview AdaptiveWork
-
Ratings
Organize and prioritize service tickets5.282 Ratings00 Ratings
Expert directory3.647 Ratings00 Ratings
Subscription-based notifications5.755 Ratings00 Ratings
ITSM collaboration and documentation3.962 Ratings00 Ratings
Ticket creation and submission4.082 Ratings00 Ratings
Ticket response4.981 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
ConnectWise PSA
4.1
76 Ratings
62% below category average
Planview AdaptiveWork
-
Ratings
External knowledge base3.362 Ratings00 Ratings
Internal knowledge base5.072 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
ConnectWise PSA
4.6
79 Ratings
50% below category average
Planview AdaptiveWork
-
Ratings
Customer portal4.374 Ratings00 Ratings
IVR4.520 Ratings00 Ratings
Social integration4.427 Ratings00 Ratings
Email support4.974 Ratings00 Ratings
Help Desk CRM integration4.770 Ratings00 Ratings
Best Alternatives
ConnectWise PSAPlanview AdaptiveWork
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Atera
Atera
Score 8.9 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Atera
Atera
Score 8.9 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
Workday Professional Services Automation
Workday Professional Services Automation
Score 8.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ConnectWise PSAPlanview AdaptiveWork
Likelihood to Recommend
2.8
(113 ratings)
6.7
(68 ratings)
Likelihood to Renew
7.6
(25 ratings)
7.5
(26 ratings)
Usability
7.4
(25 ratings)
7.3
(5 ratings)
Availability
8.0
(4 ratings)
8.2
(3 ratings)
Performance
1.0
(7 ratings)
9.1
(5 ratings)
Support Rating
4.5
(20 ratings)
8.0
(6 ratings)
In-Person Training
-
(0 ratings)
8.2
(2 ratings)
Online Training
5.0
(8 ratings)
5.4
(5 ratings)
Implementation Rating
1.0
(5 ratings)
8.2
(4 ratings)
Configurability
1.0
(1 ratings)
8.0
(1 ratings)
Ease of integration
1.0
(2 ratings)
8.2
(1 ratings)
Product Scalability
1.0
(7 ratings)
-
(0 ratings)
Vendor post-sale
1.0
(1 ratings)
9.1
(1 ratings)
Vendor pre-sale
10.0
(1 ratings)
9.1
(1 ratings)
User Testimonials
ConnectWise PSAPlanview AdaptiveWork
Likelihood to Recommend
ConnectWise
You absolutely need a full time individual on this program to manage it properly. It is likely a powerful application. However, you have to know how all the disparate parts interact with the other content in the application. How they actually interface with your businesses operation applications (really check this one out as it only seems to play nice with Microsoft suites based on our experience.) and decide how much time and additional money you are willing to bury into this. Figure at least 2x over CW cost your initial period of out-of-pocket costs
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Planview
The tool is pretty intuitive and relatively easy to and navigate. We have setup a process where a "won" project in SalesForce creates a base project in Planview AdaptiveWork and then sends notifications that a new project has arrived. We then apply the appropriate template to match SKUs that has been sold and assign project resources. From there the project manager uses Planview AdaptiveWork daily to track project progress and enter status information. Ultimately financial milestones are tracked and processed, leading to project completion
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Pros
ConnectWise
  • 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.
Read full review
Planview
  • Highly customizable, can develop organization specific workflows, modules, etc.
  • Interface (in most instances) is easy to use. Timesheets, project details, and report modules are fairly easy to navigate and understand.
  • Good comms tools like discussions, group pages, automatic reminders and notifications.
Read full review
Cons
ConnectWise
  • I will say the calendar option needs a little bit of work.
  • A calendar that looks more like lets say a Google Calendar would a nice feature.
  • Better Knowledge base section.
  • We attempted to get very good use out of the Knowledge however due to not really being able to organize it and it being very hard to navigate we had to go a different route for our documentation.
  • Possibly adding a cleaner user interface and adding more customization for the organization of companies would help.
  • A better layout for reporting would also be something good to have.
  • The layouts available are so difficult to put together to get what you want out of a report. Virtually makes it impossible to get what you want out of them.
Read full review
Planview
  • Yes, Clarizen has time tracking functionality. But in the end, so does much other software, and they do it with a better, less confusing interface which is one of the reasons our organization ended up switching. The platform was crowded and made it confusing for users who only used it to track time (like me).
  • Our organization also wanted software that would better house PTO information, in addition to time tracking, and Clarizen's program wasn't efficient enough.
  • The point above also goes with expenses. We wanted a more diligent and robust expense report system. For our needs, Clarizen wasn't it.
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Likelihood to Renew
ConnectWise
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.
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Planview
I give my renewal of this product a 9. It's only because we never know what product may come out next and how other factors in our office political environment may cause impact upon this. If I always had my way, this is what we'd settle on as our de facto project management system.
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Usability
ConnectWise
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
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Planview
It is easy to configure, intuitive. The customization process is in some ways better than Salesforce.com. It has a great UI. It does however depend on how it's implemented.

The design of it is generally fine, however the ability to data upload people from a spreadsheet is an obvious miss.
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Reliability and Availability
ConnectWise
We use the cloud version of ConnectWise and in the last 5 years it has never been down for us during business hours. I can only recall 1 time when it was not available during off hours when we wanted to use it.
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Planview
Sometimes it is slow when everyone is entering their time on Fridays or Mondays but other than that we rarely see downtime and maintenance notifications are well in advance.
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Performance
ConnectWise
Some tab for certain areas load speeds could be better. Dashboards can load slowly when they reference multiple reports. Some reports can load slowly based on the tables and views they are accessing. At times the SQL queries being performed in the background can actually timeout and a tab or screen will fail to load.
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Planview
Reports: Quick to Reasonable

Most Ancillary Pages: Quick to Reasonable
(By "ancillary" I mean lesser used/master data maintenance pages - e.g. People, Customers, Individual Tasks, Milestones, etc.)

Work Plan (with 100 sub items): Reasonable to Slow
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Support Rating
ConnectWise
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."
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Planview
It's a good experience overall. Clarizen was useful when needed. It's mostly needed for advice on how to do more sophisticated actions or how to change something that was set up administratively. It's seldom used otherwise. The product consistently works, the documentation is acceptable, and the generally intuitive product is easy enough for most staff to pick up without much issue.
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In-Person Training
ConnectWise
No answers on this topic
Planview
• We worked with a Project Manager on their side. He was very good about developing a project plan to hit our goal. I think we had weekly or twice weekly calls – very steady cadence over 3 month period.
• Their PM skills were great – kept us on task. For the last week, they sent 2 people on site and they did training for power users. After that a couple of them revisited here
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Online Training
ConnectWise
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.
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Planview
Our trainer, Alex, is exceptional and knows the product really well. I swear he must have wrote the product himself! His manner with training is very easy going, gives you homework that is applicable to what you need to learn and stages it correctly for you. It was a pleasure to be trained by him.
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Implementation Rating
ConnectWise
Rather than letting them sell you a block of time for implementation, create a list of things that must be completed do declare the implementation complete. The implementer will have the discretion on what they set up and in what order. They will be trying to end their services in as little time as possible and may not get things set up right. You are best advised to hire a third-party wizard that has done many of these setups. Record the audio and video of all of your implementation sessions.
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Planview
I performed the implementation with our Clarizen provide trainer, who knew the product 100% and it went quickly and without a problem. It was a pleasurable process without the problems other software implementation often encounter. Kudos to the Clarizen team for making this a worry free process for their clients because it is worry free.
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Alternatives Considered
ConnectWise
ConnectWise, does more than one function well for a CRM, it enables managed service providers to place all of their services into a single solution, that helps smooth the running of the business. Now we don't have to have 4+ different software packages to provide customer tickets, account information, sales pipeline, and HR.
Read full review
Planview
Clarizen is easy to use, web based, and collaborative. It also does a great job organizing tasks across projects which is great for helping contributors get their work done on time. Management loves the reports they can create on overall status, costs, and when projects are forecasted to go live
Read full review
Scalability
ConnectWise
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.
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Planview
No answers on this topic
Return on Investment
ConnectWise
  • The positive impact is no one has to return to the office to look at notes - they can look up the support ticket on their laptop, tablet, or phone.
  • The positive impact on ROI is keeping all of your support tickets organized in one spot and multiple techs can update them.
  • The positive impact on ROI is that you have happier customers as you can update the support tickets no matter where you are at
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Planview
  • Great customer feedback related to real-time availabilty of project status. We could tailor gant charts to various customers within an organization fairly quickly.
  • Seeing real-time breakdown of costs and time for projects was great. The main page with summary charts was a great way to get information at a glance.
  • Clarizen use definitely helped us stream-line project planning and assisted with identifying bottlenecks.
  • We run many projects in parallel with similar timepoints (pre-, interim-, and post-). The software was pretty straight forward, permitting us to create one project outline then dupiclating it (as a template) for a number of others.
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ScreenShots

ConnectWise PSA Screenshots

Screenshot of Service Ticket ExampleScreenshot of Ticket TemplateScreenshot of Work Plan TemplateScreenshot of Calendar TimeScreenshot of Meeting InvitesScreenshot of My Calendar

Planview AdaptiveWork Screenshots

Screenshot of Complete Portfolio ManagementScreenshot of Integration Through an Array of AppsScreenshot of Real-Time Project ManagementScreenshot of Robust Social Collaboration - From Ideation to Project Delivery