What users are saying about
Top Rated
215 Ratings
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Top Rated
2264 Ratings
Top Rated
215 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.1 out of 101

Salesforce

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Top Rated
2264 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.2 out of 101

Likelihood to Recommend

ConnectWise Manage

Wouldn't be good for small businesses and unless you are providing work that needs to be generated by a ticket, this wouldn't be for you. It's great for companies that need to log specific information for customers and record time entered by employees. It's good for project management, keeping track of financials and time
Alissa Levanway profile photo

Salesforce

I do, truly, believe that in our case and for what we are using it for, it is well suited. Organizing the mass data we have around our dealers and participants through the Rewards Program is of high value to us and Salesforce.com does allow us to do a good job at doing so. Yes, reporting in some cases is a pain, but overall, the ability to organize dashboards and make our data more visual to everyone across our organization is essential.
Jennifer Reid profile photo

Feature Rating Comparison

Incident and problem management

ConnectWise Manage
7.2
Salesforce
Organize and prioritize service tickets
ConnectWise Manage
8.2
Salesforce
Expert directory
ConnectWise Manage
6.4
Salesforce
Subscription-based notifications
ConnectWise Manage
5.6
Salesforce
ITSM collaboration and documentation
ConnectWise Manage
6.1
Salesforce
Ticket creation and submission
ConnectWise Manage
8.4
Salesforce
Ticket response
ConnectWise Manage
8.6
Salesforce

Self Help Community

ConnectWise Manage
6.8
Salesforce
External knowledge base
ConnectWise Manage
6.8
Salesforce
Internal knowledge base
ConnectWise Manage
6.7
Salesforce

Multi-Channel Help

ConnectWise Manage
6.8
Salesforce
Customer portal
ConnectWise Manage
7.0
Salesforce
IVR
ConnectWise Manage
5.3
Salesforce
Social integration
ConnectWise Manage
5.8
Salesforce
Email support
ConnectWise Manage
7.5
Salesforce
Help Desk CRM integration
ConnectWise Manage
8.4
Salesforce

Sales Force Automation

ConnectWise Manage
Salesforce
8.4
Customer data management / contact management
ConnectWise Manage
Salesforce
8.9
Workflow management
ConnectWise Manage
Salesforce
8.2
Territory management
ConnectWise Manage
Salesforce
8.3
Opportunity management
ConnectWise Manage
Salesforce
8.7
Integration with email client (e.g., Outlook or Gmail)
ConnectWise Manage
Salesforce
8.1
Contract management
ConnectWise Manage
Salesforce
7.8
Quote & order management
ConnectWise Manage
Salesforce
8.0
Interaction tracking
ConnectWise Manage
Salesforce
8.9
Channel / partner relationship management
ConnectWise Manage
Salesforce
8.2

Customer Service & Support

ConnectWise Manage
Salesforce
8.5
Case management
ConnectWise Manage
Salesforce
9.0
Call center management
ConnectWise Manage
Salesforce
8.4
Help desk management
ConnectWise Manage
Salesforce
8.3

Marketing Automation

ConnectWise Manage
Salesforce
7.9
Lead management
ConnectWise Manage
Salesforce
8.3
Email marketing
ConnectWise Manage
Salesforce
7.5

CRM Project Management

ConnectWise Manage
Salesforce
7.9
Task management
ConnectWise Manage
Salesforce
8.5
Billing and invoicing management
ConnectWise Manage
Salesforce
6.7
Reporting
ConnectWise Manage
Salesforce
8.5

CRM Reporting & Analytics

ConnectWise Manage
Salesforce
8.5
Forecasting
ConnectWise Manage
Salesforce
8.1
Pipeline visualization
ConnectWise Manage
Salesforce
8.8
Customizable reports
ConnectWise Manage
Salesforce
8.7

Customization

ConnectWise Manage
Salesforce
8.2
Custom fields
ConnectWise Manage
Salesforce
8.3
Custom objects
ConnectWise Manage
Salesforce
8.4
Scripting environment
ConnectWise Manage
Salesforce
7.9
API for custom integration
ConnectWise Manage
Salesforce
8.1

Security

ConnectWise Manage
Salesforce
8.7
Single sign-on capability
ConnectWise Manage
Salesforce
8.6
Role-based user permissions
ConnectWise Manage
Salesforce
8.9

Social CRM

ConnectWise Manage
Salesforce
7.4
Social data
ConnectWise Manage
Salesforce
7.5
Social engagement
ConnectWise Manage
Salesforce
7.4

Integrations with 3rd-party Software

ConnectWise Manage
Salesforce
8.2
Marketing automation
ConnectWise Manage
Salesforce
8.5
Compensation management
ConnectWise Manage
Salesforce
7.9

Platform

ConnectWise Manage
Salesforce
7.5
Mobile access
ConnectWise Manage
Salesforce
7.5

Pros

ConnectWise Manage

  • Automation: With a little planning and elbow grease it's possible to automate much of the day-to-day business like routing service tickets, sending SLA reminders, using tracks and templates to standardize sales and project functions, and more.
  • Integration: Manage integrates with a large number of other products ranging from HR management to RMMs. ConnectWise also has its own suite of products to handle remote support, chat, RMM, quoting, and cloud services.
  • Project Management: The Project module plus templates and workflows make project management organized and automated.
Jennifer Henney profile photo

Salesforce

  • I believe Salesforce.com makes it very easy to customize every single item on its site. The high customization allows us to alter and shift in whatever direction we need to as an organization.
  • Salesforce.com has fabulous customer support. I can either email, chat or call and have an answer extremely quickly. The customer support is also very efficient. Everything I ask is noted down so if I am passed to someone with more knowledge, they already have the problem I called about... There's nothing I hate more than repeating myself over and over.
  • Salesforce.com, in general, although very complex with its features, is relatively easy to learn. I personally purchased 'Salesforce.com for Dummies' when I began using the program and because of how intuitive the interface is, I used my book twice. I was, and still am, quite pleased.
Jennifer Reid profile photo

Cons

ConnectWise Manage

  • Support: There is no way to call and speak to a live person immediately. The quality of support completely hit-or-miss. The rule of thumb is if a support person gives you a noncommittal answer or flat out tells you no, hang up/close and call/chat again.
  • Security at a ticket level: We would love to incorporate more of our HR functions into Manage but the inability to lock things down at a ticket level (and the lack of granularity at the service board level) makes that impossible.
  • Email connector errors: These could be a lot more useful if they had a little more information in them.
Jennifer Henney profile photo

Salesforce

  • The biggest complaint I have about Salesforce.com is regarding how slow it is. Yes, we have over a million records within the system, but it is incredibly difficult for me to run reports covering our entire program without receiving the 'Your Request Has Timed Out' message. This is one of the most frustrating things about Salesforce.com I've encountered. When I contacted customer support regarding this and they stated that is just the way Salesforce.com works.
  • Although Salesforce.com is relatively easy to learn, I will have to admit that it takes some serious rolling up of the sleeves and getting dirty to do so. I spent 8-10 hours a day, 5 days a week on Salesforce.com testing, reading and learning how to use its functionality. I felt very comfortable using it only after roughly 3-4 months of this. At times, it was excruciating.
Jennifer Reid profile photo

Likelihood to Renew

ConnectWise Manage

ConnectWise Manage 8.6
Based on 22 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 profile photo

Salesforce

Salesforce 10.0
Based on 48 answers
reliable, dependable, trusted, community based, helpful, flexibleI love Dreamforce (annual Conference in San Francisco)
Bonnie Hilory profile photo

Usability

ConnectWise Manage

ConnectWise Manage 8.0
Based on 15 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 profile photo

Salesforce

Salesforce 8.0
Based on 34 answers
The system has been refined over the years to be very useful to Sales, Marketing and Support staff alike.
Todd Duclos profile photo

Reliability and Availability

ConnectWise Manage

ConnectWise Manage 9.1
Based on 3 answers
The CW PSA is extremely stable and has very little incident of needing reboots or the like.
David Pavuk profile photo

Salesforce

Salesforce 9.8
Based on 27 answers
They always advise of maintenance windows which never interrupt daily processes and I have only experienced 1 outage in my 5 years of working with SF which was resolved in less than 10 minutes.
April Barclay profile photo

Performance

ConnectWise Manage

ConnectWise Manage 8.1
Based on 6 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 profile photo

Salesforce

Salesforce 9.0
Based on 18 answers
Salesforce performance in general is excellent. "The cloud infrastructure beneath Force.com has been fine-tuned over the past 10 years. It powers nearly 100,000+ businesses running more than 185,000 applications that 3 million users count on every day."
Points per Salesforce -
1) Multitenant kernel - With a multitenant platform, each business that uses the app doesn’t have its own copy. Instead, all businesses share a single copy and then customize it for their specific needs.
2) ISO 27001 certified security - You can’t compromise when it comes to enterprise-level security. Force.com is road-tested and trusted by nearly 100,000+ companies, including many of the world’s most security-conscious organizations, such as banks and health care providers.
3) Proven reliability - All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years.
4) Proven, real-time scalability - Force.com is used by many of the world's largest enterprises, including Cisco, Japan Post Network, and Symantec. Applications can automatically scale from a few users to millions of page views, as needed.
5) Real-time query optimizer - You need fast access to your data. The Force.com query optimizer delivers under 300ms response time, at a massive scale.
6) Real-time transparent system status - You can always see real-time system performance, availability, and security information at trust.salesforce.com.
7) Real-time upgrades - Unlike traditional software platforms, our upgrades never break your customizations, code, or integrations. We upgrade the platform for you 3 to 4 times each year. As a result, you’re always on the latest version, with access to the latest features, performance, and security enhancements.
8) Real-time sandbox environments - With a single click, you can create copies of your applications, configuration, and data in separate environments for development, testing, and training.
9) Three global production data centers and disaster recovery - Force.com runs on three geographically dispersed, mirrored data centers with built-in replication, disaster recovery, a redundant network backbone, and no single points of failure
Rob Gottschalk profile photo

Support

ConnectWise Manage

ConnectWise Manage 5.5
Based on 10 answers
Well trained, available and caring team of support engineers.
Delano Collins profile photo

Salesforce

Salesforce 4.7
Based on 30 answers
I understand you can pay more to get support but as I stated, I feel strongly that if you are paying for SAAS technology like Salesforce you should be afforded the courtesy of the company explaining how to use it's features. I like to refer to the basic license as the "Figure It Out Yourself" license.
John Cupoli profile photo

In-Person Training

ConnectWise Manage

No score
No answers yet
No answers on this topic

Salesforce

Salesforce 7.9
Based on 11 answers
All instructors are Salesforce certified. If you have done any type of customization, then it probably makes more sense to use the consulting partner who implemented your instance of Salesforce for training
Rob Gottschalk profile photo

Online Training

ConnectWise Manage

ConnectWise Manage 6.3
Based on 7 answers
They're online training courses, specifically the online videos, are very professionally done and are kept up to date.
Nicolas Poague profile photo

Salesforce

Salesforce 9.1
Based on 15 answers
The premier level of training is capable of preparing any individual from infant user, to technical architect. That is not hyperbole.
Kyle Dugger profile photo

Implementation

ConnectWise Manage

ConnectWise Manage 7.0
Based on 2 answers
Thoroughly review the training at ConnectWise University BEFORE starting. Ask questions to other partners - there is a huge community that is more than willing to help. Lastly, I recommend getting ConnectWise Consulting to help - it's a BIG product, and the money you spend on consulting will pay for itself by helping you and your team get off to a running start (in the right direction)
Delano Collins profile photo

Salesforce

Salesforce 9.4
Based on 16 answers
Executive involvement is critical. Make sure you have a good handle on the metrics you would like to ultimately manage. Work as a team to document your business requirements. Whiteboard often. Understand Salesforce's best practice capabilities.

Have a central person identified to handle all report and analysis requests (ie - don't allow multiple people to create reports; have one person create reports and distribute them to decision makers via the Salesforce dashboard or whatever form). Make sure you understand critical dates and develop the project plan accordingly
Rob Gottschalk profile photo

Alternatives Considered

ConnectWise Manage

I have not personally used any other PSA's but have demoed and spoken with people that have used other products. ConnectWise made sense for us because of the integration into our RMM and Remote tools. They continue to build and grow the platform. As far as I'm concerned at this point, there is a reason they are in the #1 spot, and that's because of the robust and growing platform they continue to build.
Carson Hagan, ITILv3 profile photo

Salesforce

Salesforce was much more affordable than Oracle.
Lex Zamudio-Meza profile photo

Scalability

ConnectWise Manage

ConnectWise Manage 8.0
Based on 6 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 profile photo

Salesforce

Salesforce 10.0
Based on 2 answers
Salesforce has the unique ability to scale to new products and offerings quickly growing with your enterprise.
Todd Duclos profile photo

Return on Investment

ConnectWise Manage

  • ConnectWise has contributed to being more accurate with our Engineers time keeping. Being able to track everything to very granular detail has been beneficial.
  • Pre-planning and recurring service tickets for companies has been a big benefit as well. Love being able to set it and forget it.
  • Having more options on time entries has allowed our Field Engineers to become more granular with the time spent on site. It has allowed us to capture more follow up opportunities to get back in front of the Client to show them.
Carson Hagan, ITILv3 profile photo

Salesforce

  • Metrics as a whole are simple to produce and share from SFDC. If you have great data integrity this is a great way to distribute real-time analytics to your execs and strategic planners to make real time decisions. A very nimble/agile system.
  • The metrics aspect has allowed us to create very precise and actionable dashboards which speed up lead conversion. For example- an executive dashboard will note all unread Leads and sorted by their Owners and when it is policed by a director- the lead owners are highly motivated to move on those records and push them into a pipeline.
Sara Tsoodle profile photo

Pricing Details

ConnectWise Manage

General

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

Salesforce

General

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

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