Likelihood to Recommend 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
Read full review The automation of batch processing operations like file transfers, data backups, and report production is a good fit for Redwood Workload Automation. Organizations' IT operations can be streamlined and made more efficient because to its capacity to automate and schedule these procedures across a variety of platforms. Redwood Workload Automation is highly suited for automating complicated business operations within SAP settings and has a close interaction with SAP systems. Organizations may automate and streamline their SAP processes with the help of its ability to handle SAP tasks, spools, and workflows. Redwood Workload Automation excels at automating workloads on a variety of operating systems, including Windows, Linux, Unix, and other cloud environments. This makes it a viable option for businesses that need automation across numerous systems and have complex IT infrastructures. For large businesses with complicated IT environments, Redwood Workload Automation was created. It is the perfect option for enterprises with high-volume transaction processing requirements due to its scalability and capacity for handling large-scale workloads.
Read full review Pros 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. Read full review 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. Read full review Cons 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. Read full review A dashboard for checking the overall health of the tool Direct excel export option is unavailable to transport the jobs. Mobile notification is also helpful for those user who worked in 24*7 shift. if this option will available it is very useful for those user who needs to check system again and again Read full review Likelihood to Renew 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.
Read full review 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.
Read full review Usability 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
Read full review The Redwood user interface is straightforward. The script can be used to renew the Redwood license by just copying the text from the. txt file from start to finish of license. The current page and the status of the work can both be refreshed automatically by setting a timer in Redwood. Redwood software's eye-catching features include online help through documentation and help support, which may be accessed by clicking the "I" button in the top right corner.
Read full review Reliability and Availability 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.
Read full review Performance 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.
Read full review Support Rating 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."
Read full review It seems many pressing issues have to be escalated to their dev team, which I believe is mostly overseas. The response time isn't always the greatest. I go back to the documentation as well, if that was better there would be less need of support from myself. There are also times when they figure out the resolution, it has to be included with a fix in which you have to wait for the next release, however long that may be. Update - the support response time and quality of answers has greatly increased in the past 6 months or more.
Read full review Online Training 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.
Read full review Implementation Rating 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.
Read full review Alternatives Considered 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.
Read full review Hi, We use redwood workload automation for scheduling jobs and for automatic alerts generation in case of long running and failed jobs. It provides easy access of managing jobs and controlling the flow of automation. Alerts generated keeps us up to date of the long running jobs as well as failed jobs. Configuring the jobs is easy and scheduling them through redwood makes it very effective for 24hours monitoring. The Redwood Support team is very helpful and gives prompt response and faster resolution when needed.
Read full review Scalability 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.
Read full review Return on Investment 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 Read full review Simple to install Redwood Workload Automation agent servers on every server side and trigger the necessary jobs in keeping with business needs. Allows for the interdependent scheduling of groups of Windows scripts and shell scripts. Many problems have been fixed, such as the ability to gather data on the number of activities that are executed each day, receive email notifications when a job expires, and connect system agents to monitors. capable of adhering to SLAs for complicated order flows Read full review ScreenShots ConnectWise PSA Screenshots Redwood RunMyJobs Screenshots