ConnectWise Manage vs OpenText Hightail

• 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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• Management of content, communication, spaces, and projects in general.
• Control of processes, tasks and activities between the different members of teams.
• Collaborative work through different media and channels.

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• 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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• Some of our recipients are not very tech-savvy and can get confused with how to download a file. There is some room for improvement by making it clearer where the user should click to download the file.

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• At this stage in the game, we have been using the Connectwise Manage product for just one year. This basically means we're just getting out of the honeymoon part of the relationship and will now venture into getting our full value out of the software as we also begin to grow our business. We can't report on our ROI yet but we can't see ourselves living without a great PSA tool either.
• The software has definitely enabled our projects manager to operate with more focus on the project itself, knowing that the finance details will be visible and closely scrutinized by the CFO prior to having an invoice or agreement created.

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• Hightail simply saves time. We no longer struggle with trying to meet the requirements of OutLook. When we have a file that is too large to send via OutLook we just "hightail it".

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