ConnectWise PSA vs. Creatio

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
Creatio
Score 9.1 out of 10
N/A
Creatio is a provider of a platform to automate industry workflows and CRM with no-code and maximum degree of freedom. The Creatio offering includes a no-code platform (Studio Creatio), CRM applications (Marketing, Sales, and Service), industry workflows for 20 verticals and marketplace add-ons.
$25
per month per user
Pricing
ConnectWise PSACreatio
Editions & Modules
Subscription
$35.00
Per Tech Per Month
Growth
$25
per month per user
Growth + CRM (Marketing/Sales/Service)
$40
per month per user
Enterprise
$55
per month per user
Enterprise
$55
per month per user
Enterprise + CRM (Marketing/Sales/Service)
$70
per month per user
Enterprise + CRM (Marketing/Sales/Service)
$70
per month per user
Unlimited
$85
per month per user
Unlimited
$85
per month per user
Unlimited + CRM (Marketing/Sales/Service)
$100
per month per user
Unlimited + CRM (Marketing/Sales/Service)
$100
per month per user
Offerings
Pricing Offerings
ConnectWise PSACreatio
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 PSACreatio
Top Pros
Top Cons
Features
ConnectWise PSACreatio
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
Creatio
-
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
Creatio
-
Ratings
External knowledge base3.262 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
4.5
79 Ratings
52% below category average
Creatio
-
Ratings
Customer portal4.374 Ratings00 Ratings
IVR4.520 Ratings00 Ratings
Social integration4.427 Ratings00 Ratings
Email support4.974 Ratings00 Ratings
Help Desk CRM integration4.670 Ratings00 Ratings
Low-Code Development
Comparison of Low-Code Development features of Product A and Product B
ConnectWise PSA
-
Ratings
Creatio
8.9
35 Ratings
3% above category average
Visual Modeling00 Ratings9.032 Ratings
Drag-and-drop Interfaces00 Ratings9.434 Ratings
Platform Security00 Ratings8.633 Ratings
Platform User Management00 Ratings8.635 Ratings
Reusability00 Ratings8.633 Ratings
Platform Scalability00 Ratings9.034 Ratings
Best Alternatives
ConnectWise PSACreatio
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
OutSystems
OutSystems
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
Quixy
Quixy
Score 9.8 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
Quickbase
Quickbase
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ConnectWise PSACreatio
Likelihood to Recommend
2.8
(113 ratings)
9.4
(57 ratings)
Likelihood to Renew
7.6
(25 ratings)
9.6
(4 ratings)
Usability
7.4
(25 ratings)
9.0
(38 ratings)
Availability
8.0
(4 ratings)
9.1
(1 ratings)
Performance
1.0
(7 ratings)
7.3
(1 ratings)
Support Rating
4.5
(20 ratings)
9.7
(38 ratings)
Online Training
5.0
(8 ratings)
8.2
(1 ratings)
Implementation Rating
1.0
(5 ratings)
7.6
(2 ratings)
Configurability
1.0
(1 ratings)
9.1
(1 ratings)
Ease of integration
1.0
(2 ratings)
9.1
(1 ratings)
Product Scalability
1.0
(7 ratings)
8.2
(1 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 PSACreatio
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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Creatio
Changing CRMs can be a very daunting proposition. Creatio's Support and Customer Success teams have been nothing short of fantastic as we recently navigated this change. The regular check-ins helped ensure we had the tools we needed to be successful. I do not have any programming background or experience. Creatio's low-code design has allowed me to implement the majority of changes very easily without additional third-party consultants. Some of the resource documents have not been updated to current versions of the software and/or would benefit from 'How to' videos for the novice user/administrator.
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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.
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Creatio
  • Creatio's client success team is super. The team is collaborative, solution-oriented, and client-driven. We have weekly meetings with the team. They show up prepared with solutions/ideas to business requests and they are clearly engaged.
  • Creatio's infrastructure team has been critical to our ability to execute our cloud strategy. They have worked with us to set up our testing and production environments within Azure, assisted in testing, and are responsive and flexible to our unique requirements.
  • Creatio has been very flexible to requests for customization. We have taken their low-code out-of-the-box solution and "Ringlerized" it. The benefit for us is an application that meets our niche business needs.
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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.
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Creatio
  • More rapid availability of updated documentation as they move forward into the Quantum release and beyond
  • Better out of the box support for SAS and Service Companies in general
  • Would like to see some no-code options for fine tuning CSS on Freedom UI pages
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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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Creatio
We have always used a CRM and Creatio has proven to be much more effective in meeting our needs than our previous provider. Its customizability will allow us to adapt this product as our business may change in the future.
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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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Creatio
Because it is so easy to use and navigate through - even the most technophobic people in our company are using it on a regular basis. It is easy to change around and switch through different sections and keep neat and tidy.
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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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Creatio
Other than the daily maintenance window where the server may be inaccessible for a few minutes, there have been no issues with accessing our Creatio site. The daily maintenance window is outside normal business hours so it does not affect our Users - just myself when I am looking to implement changes.
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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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Creatio
Some Users have reported slow responses from the server at times which seems to be localized. Users are based across four different time zones and the issue is intermittent.
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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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Creatio
The people at the Creatio offices world wide are very friendly, patience and always happy to help. I have a huge respect for them, especially the people that were based in the Ukraine. Still in these strange times they always keep the focus on the customer, where we would have totaly understanded it if it was any different. So huge compliments to the whole team, keep up the energy and the good work
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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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Creatio
Most of the roadblocks to learning were not discovered until the users were actually in the system using it on a day to day basis. Our Customer Success Manager has offered to setup additional training sessions as needed to close the gaps in our learning. Some areas which required some additional training are setting up filters, dashboards, and generating reports.
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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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Creatio
The project manager for our implementation was great to work with and took the time to understand our business. We felt very comfortable going into the project with a reasonable scope of work to provide us with a functional version of Creatio to meet our needs. Unfortunately, we came across multiple challenges with this partner in their deliverables and timelines. Thankfully Creatio was able to provide support resources to ensure we were able to launch. We have since changed partners for our third-party support.
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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.
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Creatio
The user-friendliness of Creatio was a big selling point along with the low-code initiatives, both of which were important to our business. With Salesforce, unlimited wasn't really unlimited. You couldn't deploy an on-site instance and the overall cost of the system far outweighed the ROI. These are all things Creatio offers, out-of-the-box.
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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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Creatio
I can see the promise of how it can be customized to other aspects of our business.
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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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Creatio
  • Communication between sales representatives, vendors, and customers helps improve sales.
  • Automating the sales process has allowed us to land more deals via opportunity management tools.
  • No coding or manual sales processes are involved, hence we make zero errors when enhancing sales procedures.
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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

Creatio Screenshots

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