ConnectWise Manage vs Redwood Business Process Automation - Workload Edition

• 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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• 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.

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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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• 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.

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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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• 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

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