CMW Platform vs. ConnectWise PSA

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
CMW Platform
Score 8.7 out of 10
Mid-Size Companies (51-1,000 employees)
CMW Platform (formerly Comindware) is a business process management software centered on worklows to build automations. It implements a drag-and-drop interface along with Excel-style rules and forms.N/A
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
Pricing
CMW PlatformConnectWise PSA
Editions & Modules
No answers on this topic
Subscription
$35.00
Per Tech Per Month
Offerings
Pricing Offerings
CMW PlatformConnectWise PSA
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional DetailsComindware Tracker is available for purchase on a per-user subscription plan.
More Pricing Information
Features
CMW PlatformConnectWise PSA
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
CMW Platform
-
Ratings
ConnectWise PSA
4.5
82 Ratings
55% below category average
Organize and prioritize service tickets00 Ratings5.282 Ratings
Expert directory00 Ratings3.647 Ratings
Subscription-based notifications00 Ratings5.755 Ratings
ITSM collaboration and documentation00 Ratings3.962 Ratings
Ticket creation and submission00 Ratings4.082 Ratings
Ticket response00 Ratings4.981 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
CMW Platform
-
Ratings
ConnectWise PSA
4.1
76 Ratings
62% below category average
External knowledge base00 Ratings3.262 Ratings
Internal knowledge base00 Ratings5.072 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
CMW Platform
-
Ratings
ConnectWise PSA
4.5
79 Ratings
52% below category average
Customer portal00 Ratings4.374 Ratings
IVR00 Ratings4.520 Ratings
Social integration00 Ratings4.427 Ratings
Email support00 Ratings4.974 Ratings
Help Desk CRM integration00 Ratings4.670 Ratings
Best Alternatives
CMW PlatformConnectWise PSA
Small Businesses
Creatio
Creatio
Score 9.1 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Quickbase
Quickbase
Score 9.2 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Quickbase
Quickbase
Score 9.2 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
CMW PlatformConnectWise PSA
Likelihood to Recommend
7.5
(68 ratings)
2.8
(113 ratings)
Likelihood to Renew
9.1
(1 ratings)
7.6
(25 ratings)
Usability
9.1
(3 ratings)
7.4
(25 ratings)
Availability
-
(0 ratings)
8.0
(4 ratings)
Performance
-
(0 ratings)
1.0
(7 ratings)
Support Rating
8.5
(23 ratings)
4.5
(20 ratings)
Online Training
-
(0 ratings)
5.0
(8 ratings)
Implementation Rating
-
(0 ratings)
1.0
(5 ratings)
Configurability
-
(0 ratings)
1.0
(1 ratings)
Ease of integration
-
(0 ratings)
1.0
(2 ratings)
Product Scalability
-
(0 ratings)
1.0
(7 ratings)
Vendor post-sale
-
(0 ratings)
1.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
CMW PlatformConnectWise PSA
Likelihood to Recommend
CMW Lab
CMW has less integration capabilities, this is something that can definitely be improved in the future. On a side note, the MS Outlook integration option is excellent. The UI is decent for its purpose and the platform is well suited for a range of business requirements - customer order management, document tracking and approval management. You name it, they have it.
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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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Pros
CMW Lab
  • Graphical workflow builder capability makes it easy to set workflow in form of spreadsheets to improve visibility.
  • Workflow automation in the cloud unifies tasks, documents and resources in real-time.
  • Integration with outlook makes it easy to manage workloads direct to the email.
Read full review
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.
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Cons
CMW Lab
  • I would like to see Comindware Tracker come in a free pricing tier.
  • I would like to see Comindware Tracker offer more granular roles to be assigned to workflow users.
  • I would like to see Comindware Tracker integrate with more ERP systems and to offer more import/export/migration capabilities from other workflow management systems.
Read full review
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.
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Likelihood to Renew
CMW Lab
Very likely.
Read full review
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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Usability
CMW Lab
You don't have to be from IT to get started and working on it. They have made it really simple from almost everybody to work on it. You get comfortable real quick as it is similar to Outlook. Max to max you won't take more than 2 weeks to get a hang of it
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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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Reliability and Availability
CMW Lab
No answers on this topic
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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Performance
CMW Lab
No answers on this topic
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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Support Rating
CMW Lab
It's more of drag and drop functionality. It is quite easy to set up. Creation of form is very easy. Support Team of Comindware Tracker is good and very friendly. It is efficient in terms of task management, project management, team management, vendor/client tracking.
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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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Online Training
CMW Lab
No answers on this topic
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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Implementation Rating
CMW Lab
No answers on this topic
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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Alternatives Considered
CMW Lab
Other than trying Comindware Tracker it is newer to me, I have used Adobe software multiple times and are familiar with their products. I won't stack Comindware Tracker against them because they both are amazing. I like using Comindware tracker because it is easy to use and is great for me, it helps optimize and maintain my workflows.
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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.
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Scalability
CMW Lab
No answers on this topic
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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Return on Investment
CMW Lab
  • Comindware Tracker is versatile and can be used to automate common business processes.
  • Comindware Tracker offers process adjustments and visibility in real time.
  • Comindware Tracker anticipates the organization's document and data management in a unified way.
  • It provides analytical analysis as well as complex reports to help us run our business more efficiently.
  • It is ideal for the automation and execution of processes by classifying tasks.
  • Comindware Tracker helps in quick and easy simplification of operations.
  • Comindware Tracker improves the agility of routine activities.
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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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ScreenShots

CMW Platform Screenshots

Screenshot of Graphical Workflow BuilderScreenshot of Drag'n'drop Web-form DesignerScreenshot of Collaboration toolsScreenshot of Workflow automationScreenshot of Workflow trackingScreenshot of Outlook intergration

ConnectWise PSA Screenshots

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