Top Rated
329 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.8 out of 100
10 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100

Feature Set Ratings

    Incident and problem management

    7.9

    ConnectWise Manage

    79%

    Redwood Business Process Automation - Workload Edition

    Feature Set Not Supported
    N/A
    ConnectWise Manage ranks higher in 6/6 features

    Organize and prioritize service tickets

    8.1
    81%
    79 Ratings
    N/A
    0 Ratings

    Expert directory

    7.4
    74%
    45 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    7.5
    75%
    52 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    8.0
    80%
    59 Ratings
    N/A
    0 Ratings

    Ticket creation and submission

    7.9
    79%
    79 Ratings
    N/A
    0 Ratings

    Ticket response

    8.3
    83%
    78 Ratings
    N/A
    0 Ratings

    Self Help Community

    7.8

    ConnectWise Manage

    78%

    Redwood Business Process Automation - Workload Edition

    Feature Set Not Supported
    N/A
    ConnectWise Manage ranks higher in 2/2 features

    External knowledge base

    8.4
    84%
    60 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    7.2
    72%
    70 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    7.6

    ConnectWise Manage

    76%

    Redwood Business Process Automation - Workload Edition

    Feature Set Not Supported
    N/A
    ConnectWise Manage ranks higher in 5/5 features

    Customer portal

    7.3
    73%
    71 Ratings
    N/A
    0 Ratings

    IVR

    8.9
    89%
    18 Ratings
    N/A
    0 Ratings

    Social integration

    7.0
    70%
    25 Ratings
    N/A
    0 Ratings

    Email support

    7.8
    78%
    71 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    7.2
    72%
    67 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Redwood Business Process Automation - Workload Edition is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating

    Likelihood to Recommend

    7.0

    ConnectWise Manage

    70%
    111 Ratings
    8.7

    Redwood Business Process Automation - Workload Edition

    87%
    10 Ratings

    Likelihood to Renew

    4.7

    ConnectWise Manage

    47%
    26 Ratings
    9.1

    Redwood Business Process Automation - Workload Edition

    91%
    2 Ratings

    Usability

    5.7

    ConnectWise Manage

    57%
    25 Ratings
    8.2

    Redwood Business Process Automation - Workload Edition

    82%
    2 Ratings

    Availability

    8.0

    ConnectWise Manage

    80%
    7 Ratings

    Redwood Business Process Automation - Workload Edition

    N/A
    0 Ratings

    Performance

    1.0

    ConnectWise Manage

    10%
    13 Ratings

    Redwood Business Process Automation - Workload Edition

    N/A
    0 Ratings

    Support Rating

    4.6

    ConnectWise Manage

    46%
    32 Ratings
    6.7

    Redwood Business Process Automation - Workload Edition

    67%
    4 Ratings

    Online Training

    5.0

    ConnectWise Manage

    50%
    8 Ratings

    Redwood Business Process Automation - Workload Edition

    N/A
    0 Ratings

    Implementation Rating

    1.0

    ConnectWise Manage

    10%
    8 Ratings

    Redwood Business Process Automation - Workload Edition

    N/A
    0 Ratings

    Product Scalability

    1.0

    ConnectWise Manage

    10%
    7 Ratings

    Redwood Business Process Automation - Workload Edition

    N/A
    0 Ratings

    Likelihood to Recommend

    ConnectWise Manage

    I really enjoy ConnectWise, it is a massive step forward. The ability to see all departments working towards the same goal and having full visibility on account activity is massive to our business. Only some small tweaks would go a long way to making this even easier for sales managers to keep tabs on active prospects and lead generation.
    Anonymous | TrustRadius Reviewer

    Redwood Business Process Automation - Workload Edition

    Can't find any less appropriate areas [seen] from my end. But the ability to automate the entire [batch flow] - both the simple executions, but also the highly complex chains with several dependencies, be it dates, times, other jobs[,] etc. - in a very simplistic way, what is not to like.
    Henrik Lyngaard Henriksen | TrustRadius Reviewer

    Pros

    ConnectWise Manage

    • 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.
    Alissa Levanway | TrustRadius Reviewer

    Redwood Business Process Automation - Workload Edition

    • SAP Batch Scheduling - This is THE BEST tool for triggering SAP jobs, bar none.
    • User management- Other scheduling tools make it much more difficult to manage user access. Redwood user access management is a breeze and take less than half the time it take in other products.
    • Scheduling Flexibility- The ease with which you can make custom time windows with Redwood is one of my favorite pluses. You can build as simple or as complex of a time window as you need to with Redwood.
    • Support- The support that you get from Redwood is in my opinion the best in the world. I have dealt with all the big name players in IT and they all pale in comparison to Redwood. You will never feel like you are in it alone with the best support in the world right at your fingertips.
    Jimmy Minnick | TrustRadius Reviewer

    Cons

    ConnectWise Manage

    • 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.
    John Trevino | TrustRadius Reviewer

    Redwood Business Process Automation - Workload Edition

    • The documentation is lacking severely, many times even leading to a suggestion of paying for professional services to figure out processes. Also not updating documentation when a new release makes the old documentation obsolete.
    • AS400/iSeries has been a constant battle since inception, once an update fixes one thing, another seems to break within the AS400/iSeries space, and sometimes the fixes don't actually fix the issue. Over time now this has gotten much beter.
    • Allowing an issue to go back and forth within a ticket countless times (sometimes over 40 responses) without just getting everyone together on a meeting. Update - this has gotten much better with time.
    • Communication needs a lot of improvement. I have had to reach out to support just to get release notes when a new release is made available.
    • The ability to get accurate counts of historical process runs is limited currently to 35 days and since you are billed for each process run in all environments, not just Production, this limits accountability in historical billing inquiries.
    Bill Boyd | TrustRadius Reviewer

    Pricing Details

    ConnectWise Manage

    General

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

    Starting Price

    $35 Per Tech Per Month

    ConnectWise Manage Editions & Modules

    Edition
    Subscription$35.001
    1. Per Tech Per Month
    Additional Pricing Details

    Redwood Business Process Automation - Workload Edition

    General

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

    Starting Price

    Redwood Business Process Automation - Workload Edition Editions & Modules

    Additional Pricing Details

    Likelihood to Renew

    ConnectWise Manage

    ConnectWise Manage 4.7
    Based on 26 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

    Redwood Business Process Automation - Workload Edition

    Redwood Business Process Automation - Workload Edition 9.1
    Based on 2 answers
    Being in the cloud is a big help, with less hardware to maintain, the patches and updates are fast and easily done, we have built a good working relationship with Redwood.
    Bill Boyd | TrustRadius Reviewer

    Usability

    ConnectWise Manage

    ConnectWise Manage 5.7
    Based on 25 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

    Redwood Business Process Automation - Workload Edition

    Redwood Business Process Automation - Workload Edition 8.2
    Based on 2 answers
    Using RMJ is pretty intuitive. Depending on your company's setup you may have multiple roles involved in the scheduling and monitoring of jobs
    Anonymous | TrustRadius Reviewer

    Reliability and Availability

    ConnectWise Manage

    ConnectWise Manage 8.0
    Based on 7 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

    Redwood Business Process Automation - Workload Edition

    No score
    No answers yet
    No answers on this topic

    Performance

    ConnectWise Manage

    ConnectWise Manage 1.0
    Based on 13 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

    Redwood Business Process Automation - Workload Edition

    No score
    No answers yet
    No answers on this topic

    Support Rating

    ConnectWise Manage

    ConnectWise Manage 4.6
    Based on 32 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

    Redwood Business Process Automation - Workload Edition

    Redwood Business Process Automation - Workload Edition 6.7
    Based on 4 answers
    Poor documentation, outdated documentation. Slow turnaround. Lack of knowledge - not much is handled by 1-level support, inability to handle basic questions, problems have to be forwarded to 2-level support.
    Peter Berlin | TrustRadius Reviewer

    Online Training

    ConnectWise Manage

    ConnectWise Manage 5.0
    Based on 8 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

    Redwood Business Process Automation - Workload Edition

    No score
    No answers yet
    No answers on this topic

    Implementation Rating

    ConnectWise Manage

    ConnectWise Manage 1.0
    Based on 8 answers
    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.
    Charlie Meyer | TrustRadius Reviewer

    Redwood Business Process Automation - Workload Edition

    No score
    No answers yet
    No answers on this topic

    Alternatives Considered

    ConnectWise Manage

    We reviewed a lot more products than those listed above but in the end, we are told by our business mentors to just pick one and use it - everything has its learning curves. However, all of the other products we tried couldn't even come close to what Connectwise Manage could provide. The information is detailed and a great way to keep track of your techs, your inventory, your support tickets and so much more.
    Daren Anderson, MSIS | TrustRadius Reviewer

    Redwood Business Process Automation - Workload Edition

    When evaluating other products against Redwood Business Process Automation, the largest differentiation was the SaaS-based model. Other solutions were on premises, which would entail server OS licenses, backup/DR overhead, and management at the server and application levels. With Redwood Business Process Automation, the overhead and administration at the server and application levels were removed so the only responsibility is the administration of RunMyJobs.
    Anonymous | TrustRadius Reviewer

    Scalability

    ConnectWise Manage

    ConnectWise Manage 1.0
    Based on 7 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

    Redwood Business Process Automation - Workload Edition

    No score
    No answers yet
    No answers on this topic

    Return on Investment

    ConnectWise Manage

    • 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.
    Daryn O'Shea | TrustRadius Reviewer

    Redwood Business Process Automation - Workload Edition

    • We reduced our MRP cycle from around 12 hours down to approximately 3
    • We were able to let end-users trigger specific month-end jobs without also having the ability to submit anything else.
    • we are able to schedule jobs in much more flexible ways than SAP offers
    • We've had no negative impact by using Redwood
    Alan Buckner | TrustRadius Reviewer

    Screenshots

    Add comparison