Top Rated
244 Ratings
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Score 7.6 out of 100
9 Ratings
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Score 7.2 out of 100

Likelihood to Recommend

ConnectWise Manage

Wouldn't be good for small businesses and unless you are providing work that needs to be generated by a ticket, this wouldn't be for you. It's great for companies that need to log specific information for customers and record time entered by employees. It's good for project management, keeping track of financials and time
Alissa Levanway | TrustRadius Reviewer

Continuum Command, a ConnectWise solution

Before the merger, I'd have likely rated them a 9. But I think it's smart to be pessimistic about the tool at the moment. Not that the end result won't be great, but I believe people would be better off on a more stable tool if they have to pick/change right this minute. Once ConnectWise has had Continuum Command for a few years and all the dust has settled, this product will likely shoot back up in recommendations.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

ConnectWise Manage
7.2
Continuum Command, a ConnectWise solution
Organize and prioritize service tickets
ConnectWise Manage
7.4
Continuum Command, a ConnectWise solution
Expert directory
ConnectWise Manage
7.3
Continuum Command, a ConnectWise solution
Subscription-based notifications
ConnectWise Manage
6.6
Continuum Command, a ConnectWise solution
ITSM collaboration and documentation
ConnectWise Manage
6.2
Continuum Command, a ConnectWise solution
Ticket creation and submission
ConnectWise Manage
7.9
Continuum Command, a ConnectWise solution
Ticket response
ConnectWise Manage
8.0
Continuum Command, a ConnectWise solution

Self Help Community

ConnectWise Manage
6.3
Continuum Command, a ConnectWise solution
External knowledge base
ConnectWise Manage
6.6
Continuum Command, a ConnectWise solution
Internal knowledge base
ConnectWise Manage
6.0
Continuum Command, a ConnectWise solution

Multi-Channel Help

ConnectWise Manage
5.8
Continuum Command, a ConnectWise solution
Customer portal
ConnectWise Manage
6.9
Continuum Command, a ConnectWise solution
IVR
ConnectWise Manage
4.2
Continuum Command, a ConnectWise solution
Social integration
ConnectWise Manage
4.0
Continuum Command, a ConnectWise solution
Email support
ConnectWise Manage
6.5
Continuum Command, a ConnectWise solution
Help Desk CRM integration
ConnectWise Manage
7.6
Continuum Command, a ConnectWise solution

Pros

ConnectWise Manage

  • Manage's GUI is fantastic and easy to use.
  • Makes it very simple to create support tickets and organize them.
  • The different boards in Manage are what really make this product great.
  • Being able to lay everything out and easily organize to our liking is a huge plus!
  • Being customer friendly is another aspect I like.
  • The portal is easy to setup and easy for clients to use.
  • We use this feature heavily as an MSP.
John Trevino | TrustRadius Reviewer

Continuum Command, a ConnectWise solution

  • Server monitoring and notification
  • Desktop Patch management
  • Network operation center (NOC) support for projects and issue resolution
  • Internal Help Desk options
Dale Bradford | TrustRadius Reviewer

Cons

ConnectWise Manage

  • The inventory and procurement module could use some work. It is often difficult to navigate through. A cycle count option would be a great addition as well.
  • More customization would be great especially in the PO emails.
  • The StreamLine IT function, while great, could use some improvement. It is difficult to setup and can at times interfere with other things that we do.
  • The invoices are perhaps the ugliest. A straight forward customizable invoice template, not a report that adds 20 steps to the process, would be a huge improvement.
Sebastian Abbinanti | TrustRadius Reviewer

Continuum Command, a ConnectWise solution

  • Better reporting.
  • Patching can still use some help.
Rob Rotundo | TrustRadius Reviewer

Likelihood to Renew

ConnectWise Manage

ConnectWise Manage 10.0
Based on 23 answers
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.
Delano Collins | TrustRadius Reviewer

Continuum Command, a ConnectWise solution

No score
No answers yet
No answers on this topic

Usability

ConnectWise Manage

ConnectWise Manage 8.0
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 | TrustRadius Reviewer

Continuum Command, a ConnectWise solution

No score
No answers yet
No answers on this topic

Reliability and Availability

ConnectWise Manage

ConnectWise Manage 9.1
Based on 3 answers
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.
Farrell Lusher | TrustRadius Reviewer

Continuum Command, a ConnectWise solution

No score
No answers yet
No answers on this topic

Performance

ConnectWise Manage

ConnectWise Manage 8.1
Based on 6 answers
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.
David Pavuk | TrustRadius Reviewer

Continuum Command, a ConnectWise solution

No score
No answers yet
No answers on this topic

Support Rating

ConnectWise Manage

ConnectWise Manage 2.8
Based on 12 answers
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."
Jennifer Henney | TrustRadius Reviewer

Continuum Command, a ConnectWise solution

No score
No answers yet
No answers on this topic

Online Training

ConnectWise Manage

ConnectWise Manage 6.2
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 | TrustRadius Reviewer

Continuum Command, a ConnectWise solution

No score
No answers yet
No answers on this topic

Implementation Rating

ConnectWise Manage

ConnectWise Manage 1.0
Based on 3 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 | TrustRadius Reviewer

Continuum Command, a ConnectWise solution

No score
No answers yet
No answers on this topic

Alternatives Considered

ConnectWise Manage

Our business was formed through the relationship between two separate business owners, one who utilized Labtech RMM products only and myself who had used the Solarwinds RMM product and eventually their Service Desk product. One look at Connectwise manage showed that it was a significantly more developed product at the time, something that would stack up well with the likes of AutoTask. It was an easy decision to transition to the Connectwise line of products and operate in a cohesive environment supported by a single vendor. As we move forward, we are excited to bring on other products that integrate into the Automate product, allowing us to offer additional services to our customers that can be managed and monitored in one location.
Daryn O'Shea | TrustRadius Reviewer

Continuum Command, a ConnectWise solution

Automate (LabTech) would be the aforementioned "heavy-duty" kind of RMM tool. It's big, it's complex, and very capable compared to Continuum Command. That said, the impetus is very much on the service provider to configure and maintain nearly 100% of the product, whereas in Continuum Command there is a lot that is maintained by their team for you. Even without paying for the premium NOC services, the cloud-first construction and other specific features (like the Windows patch testing and delaying, etc.) are clear wins over the more traditional RMMs like Automate.Automate certainly wins in the technical prowess department. Its scripting engine and level of customization are unrivaled across basically all of the rest of the tools out there. As such, it will be very interesting to see what happens now that these two products live under the same roof. Hopefully, someday, a powerful hybrid of the tool that ConnectWise can focus all development on that harness the positives of each. Keep your eyes peeled...
Anonymous | TrustRadius Reviewer

Scalability

ConnectWise Manage

ConnectWise Manage 8.0
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 | TrustRadius Reviewer

Continuum Command, a ConnectWise solution

No score
No answers yet
No answers on this topic

Return on Investment

ConnectWise Manage

  • ConnectWise has contributed to being more accurate with our Engineers time keeping. Being able to track everything to very granular detail has been beneficial.
  • Pre-planning and recurring service tickets for companies has been a big benefit as well. Love being able to set it and forget it.
  • Having more options on time entries has allowed our Field Engineers to become more granular with the time spent on site. It has allowed us to capture more follow up opportunities to get back in front of the Client to show them.
Carson Hagan, ITILv3 | TrustRadius Reviewer

Continuum Command, a ConnectWise solution

No answers on this topic

Screenshots

Continuum Command, a ConnectWise solution

Pricing Details

ConnectWise Manage

General

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

Continuum Command, a ConnectWise solution

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

ConnectWise Manage
7.0
Continuum Command, a ConnectWise solution
6.7

Likelihood to Renew

ConnectWise Manage
10.0
Continuum Command, a ConnectWise solution

Usability

ConnectWise Manage
8.0
Continuum Command, a ConnectWise solution

Reliability and Availability

ConnectWise Manage
9.1
Continuum Command, a ConnectWise solution

Performance

ConnectWise Manage
8.1
Continuum Command, a ConnectWise solution

Support Rating

ConnectWise Manage
2.8
Continuum Command, a ConnectWise solution

Online Training

ConnectWise Manage
6.2
Continuum Command, a ConnectWise solution

Implementation Rating

ConnectWise Manage
1.0
Continuum Command, a ConnectWise solution

Scalability

ConnectWise Manage
8.0
Continuum Command, a ConnectWise solution

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