ConnectWise Automate vs ConnectWise Control

• It includes a ticketing system using workflow automation, SLA, as well as performance monitoring and access tickets from mobile devices.
• Dashboards of the tool show overviews and detailed explanations of KPIs. Your business can also use the custom report writer to generate reports on whatever issue you want.
• You can use ConnectWise to automate the range of ITIL process, such as: incident management, availability management, change management, service reporting, service-level management, service asset and configuration management, request management, and knowledge management.

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• Self-hosted - this is great for me and makes it easy to control my data, which is important for my clients.
• Mobile Access - being able to quickly diagnose and resolve an issue while on the road is great.
• Persistent - "always on" connections with screen capture.
• Great User Interface and chat works exceptionally well.

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• The biggest issue for Automate is their support. They seem to be completely overwhelmed. Chat support for simple questions can be anywhere from 30 to 60 minutes in the queue. Then when you are connected they are doing little more than creating a ticket that will take days to hear back from them.
• Patching. The documentation and advice from our implementation person do not match reality. The process of denying a patch is documented, but doesn't work. We were unable to block certain patches from being distributed until we spoke to a specialist about it. He couldn't explain the mis-matched documentation.
• Speed. Using the Automate client is painfully slow. Very sluggish and non-responsive at times.

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• If CWC integrated with more RMM software other than LabTech it would be great as LabTech is way too expensive and convoluted at this point so we discontinued using it in favor of a simpler and much less expensive option.
• Though it does support multiple monitors well, it would be nice to have the ability to have it automatically pop each remote monitor out to the local monitors if so desired.
• Right now it uses email for multifactor authentication, I would rather it use an electronic key that can be stored on cell phone or user desktop.
• The ability for it to automatically login to a Windows desktop would be a big help as well. It will store a username and password but you must manually send a control-alt-delete and then click a button to have it fill. Tying to something like Lastpass along with an autologin feature would be great.

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• Because using the program is at a very low cost, I have the ability to service any client and provide training to any client if they have a computer.
• Saves travel time and expenses associated with travel to support/train clients. Also can be done at any time of day because of continual access.
• Gives the client peace of mind to know that I can access and fix an issue with a workstation any time of the day, weekends, evenings when they are not available etc.

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• We have been able to increase our response times and support more clients resulting in 35% increase in support revenue
• The Triggers has allowed us to build a monitoring service that we offer to our clients as a service with recurring fee.
• It has definitely strengthened existing customer loyalty and has bought us new clients.

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