What users are saying about
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Top Rated
270 Ratings
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Top Rated
2711 Ratings

ConnectWise Manage

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Top Rated
270 Ratings
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Score 7.2 out of 100

Salesforce

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Top Rated
2711 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

ConnectWise Manage

ConnectWise is a feature rich and extremely comprehensive solution for ticketing, invoicing, CRM, and IT relations. It does all of these functions exceedingly well, but it falls short on being user friendly. Getting comfortable in the software requires going through a full week of training modules. While these are well made, and do get users off and running, no helpdesk software should require that much training.
Anonymous | TrustRadius Reviewer

Salesforce

[Salesforce.com] is well suited for creating campaigns, tracking clicks, cutting the sales cycle and automating the whole marketing process. Salesforce provides a full view of the customer, such as communication history, activity history, social mentions and so much more using contact management. It may not be appropriate for small businesses because of its price.
Daniel Cooper | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

ConnectWise Manage
8.1
Salesforce
Organize and prioritize service tickets
ConnectWise Manage
8.3
Salesforce
Expert directory
ConnectWise Manage
8.1
Salesforce
Subscription-based notifications
ConnectWise Manage
7.8
Salesforce
ITSM collaboration and documentation
ConnectWise Manage
7.5
Salesforce
Ticket creation and submission
ConnectWise Manage
8.3
Salesforce
Ticket response
ConnectWise Manage
8.6
Salesforce

Self Help Community

ConnectWise Manage
6.8
Salesforce
External knowledge base
ConnectWise Manage
7.1
Salesforce
Internal knowledge base
ConnectWise Manage
6.5
Salesforce

Multi-Channel Help

ConnectWise Manage
6.0
Salesforce
Customer portal
ConnectWise Manage
7.9
Salesforce
IVR
ConnectWise Manage
6.1
Salesforce
Social integration
ConnectWise Manage
1.2
Salesforce
Email support
ConnectWise Manage
7.7
Salesforce
Help Desk CRM integration
ConnectWise Manage
7.1
Salesforce

Sales Force Automation

ConnectWise Manage
Salesforce
7.5
Customer data management / contact management
ConnectWise Manage
Salesforce
8.2
Workflow management
ConnectWise Manage
Salesforce
7.4
Territory management
ConnectWise Manage
Salesforce
7.3
Opportunity management
ConnectWise Manage
Salesforce
7.9
Integration with email client (e.g., Outlook or Gmail)
ConnectWise Manage
Salesforce
7.0
Contract management
ConnectWise Manage
Salesforce
7.2
Quote & order management
ConnectWise Manage
Salesforce
7.3
Interaction tracking
ConnectWise Manage
Salesforce
7.7
Channel / partner relationship management
ConnectWise Manage
Salesforce
7.4

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
7.6
Lead management
ConnectWise Manage
Salesforce
7.7
Email marketing
ConnectWise Manage
Salesforce
7.5

CRM Project Management

ConnectWise Manage
Salesforce
7.2
Task management
ConnectWise Manage
Salesforce
7.1
Billing and invoicing management
ConnectWise Manage
Salesforce
6.7
Reporting
ConnectWise Manage
Salesforce
7.8

CRM Reporting & Analytics

ConnectWise Manage
Salesforce
8.0
Forecasting
ConnectWise Manage
Salesforce
7.8
Pipeline visualization
ConnectWise Manage
Salesforce
8.1
Customizable reports
ConnectWise Manage
Salesforce
8.2

Customization

ConnectWise Manage
Salesforce
7.6
Custom fields
ConnectWise Manage
Salesforce
8.0
Custom objects
ConnectWise Manage
Salesforce
7.5
Scripting environment
ConnectWise Manage
Salesforce
7.2
API for custom integration
ConnectWise Manage
Salesforce
7.7

Security

ConnectWise Manage
Salesforce
8.2
Single sign-on capability
ConnectWise Manage
Salesforce
8.1
Role-based user permissions
ConnectWise Manage
Salesforce
8.3

Social CRM

ConnectWise Manage
Salesforce
6.9
Social data
ConnectWise Manage
Salesforce
6.9
Social engagement
ConnectWise Manage
Salesforce
6.9

Integrations with 3rd-party Software

ConnectWise Manage
Salesforce
7.3
Marketing automation
ConnectWise Manage
Salesforce
7.3
Compensation management
ConnectWise Manage
Salesforce
7.3

Platform

ConnectWise Manage
Salesforce
7.3
Mobile access
ConnectWise Manage
Salesforce
7.3

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

Salesforce

  • Reporting. The reporting functions are valuable to see how particular accounts have done over time, to see how reps are tracking to goal, and to see how reps compare to other reps in the organization.
  • Analytics. There are a variety of tools that management can use to determine how individual reps are performing and how the entire sales organization is tracking to goal, and how that compares to previous years.
  • Customization. Field can be customized to help an organization create a CRM that is tailored to their particular industry and company.
Jason Carlage | 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

Salesforce

  • When you close SF and open it the next day it tends to open old cases (tabs). You'll end up with tab overload if you don't put time into closing old ones.
  • If you start a case and don't have all the required fields completed, you'll lose it all if you try saving it too soon.
Ben Johnson | TrustRadius Reviewer

Likelihood to Renew

ConnectWise Manage

ConnectWise Manage 9.9
Based on 24 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

Salesforce

Salesforce 10.0
Based on 48 answers
While it's not perfect and can be overly complicated at times, there is not another solution out there that can do what it does. To get the same functionality you would need numerous disparate tools to match the amount of functionality Salesforce has. Having it all aggregated on one platform makes the complicated parts far more bearable
John Cupoli | TrustRadius Reviewer

Usability

ConnectWise Manage

ConnectWise Manage 6.0
Based on 24 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

Salesforce

Salesforce 7.4
Based on 55 answers
While not the most robust software available for tracking and following up with leads, the UI is fairly straight forward and you know right away what you are getting and how to interact with it. While some initial training is required, it is still simple enough for most users to interact with it on a daily basis without feeling burdensome.
Anonymous | TrustRadius Reviewer

Reliability and Availability

ConnectWise Manage

ConnectWise Manage 9.1
Based on 3 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

Salesforce

Salesforce 9.8
Based on 27 answers
Salesforce is always available securely from any internet-capable device anywhere in the world, UNLESS you choose to set security measures so that ONLY trusted IP ranges may access the system at certain times of the day. It's all about choice and flexibility with Salesforce products.
Kyle Dugger | TrustRadius Reviewer

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 | TrustRadius Reviewer

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 | TrustRadius Reviewer

Support Rating

ConnectWise Manage

ConnectWise Manage 5.2
Based on 23 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

Salesforce

Salesforce 6.9
Based on 51 answers
The Professional version relies on its community and its documentation. No chat support, no phone support. And I think for 70+ USD/ user/ month, there should be some of those options available. Finding an answer in the community is not always easy to do. I had to go with a Salesforce developer or administrator to find answers that I think I should be able to find with support.
Sebastian Pereira | TrustRadius Reviewer

In-Person Training

ConnectWise Manage

No score
No answers yet
No answers on this topic

Salesforce

Salesforce 7.9
Based on 11 answers
I attended two training sessions. I would rate them a 4 as an advanced user. It was very basic – great for someone new – would give 8+ for new person.

I had 3 years of experience at the time. I skipped basic and went onto advanced and still not helpful. A lot of it was best practices that didn’t feel relevant for our business
Anonymous | TrustRadius Reviewer

Online Training

ConnectWise Manage

ConnectWise Manage 6.2
Based on 7 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

Salesforce

Salesforce 9.1
Based on 15 answers
I have gone through multiple. The content that’s delivered is quite basic – I wish they had more advanced training.

We are grandfathered into premium support plus training. We get unlimited access to instructor led and online training for free. We have taken advantage of this
Anonymous | TrustRadius Reviewer

Implementation Rating

ConnectWise Manage

ConnectWise Manage 1.0
Based on 5 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

Salesforce

Salesforce 9.4
Based on 16 answers
Just from an organizational standpoint - we standardized our data prior to moving to Salesforce. But we essentially standardized it wrong. That's created a big disgusting mess for us know that I'll have to deal with as the Admin. Be sure you think through use cases prior to doing something like that - seek outside opinions on how the data will work best, especially depending on what else you're going to integrate with Salesforce.
Anonymous | TrustRadius Reviewer

Alternatives Considered

ConnectWise Manage

We have tried other and have found ConnectWise the be the best. It is the most comprehensive, offer the best integrations and did not require a complete overhaul of our work flows. We also found the training to be superb and the support, especially the online chat, to be highly responsive and effective.
Sebastian Abbinanti | TrustRadius Reviewer

Salesforce

The biggest advantage with Salesforce is likely the biggest detractor as well. It is largely a blank slate. The system is not customized to any one business or industry out of the box. You have to design everything - which is great if you are looking for a highly customized system, but very difficult for small or even medium sized firms without help from a 3rd party. We developed everything 100% in house. It has been quite a learning curve, but ultimately we preferred this method to farming out the work.
Jeff Fralick | TrustRadius Reviewer

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 | TrustRadius Reviewer

Salesforce

Salesforce 10.0
Based on 2 answers
I've worked with Salesforce since 2001 in companies ranging from 4 to hundreds of sales people and the system has been able to scale and perhaps more importantly expand (functionally) to the needs of larger organizations. In fact in my previous company, as a provider of a solution that integrated with Salesforce, we had customers that had thousands of sales people using Salesforce.
Anonymous | TrustRadius Reviewer

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

Salesforce

  • ROI is most noticeable when you are able to consolidate disparate legacy systems and move all of their data from a local data center up to the cloud. You end up saving a ton of money that no longer needs to be spent on hardware, software, maintenance, IT, etc.
  • The recurring licensing model is not ideal when it comes to ROI impact, as the long term expenditure will be significant. However, the hidden cost savings that it brings due to a smoother running business is not something that should be ignored.
  • One of the main benefits is collaboration. The platform represents a "single source of truth" that can greatly enhance collaboration and data consolidation. This will impact ROI in ways immeasurable but there can be no doubt that the effects are there.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

ConnectWise Manage

General

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

ConnectWise Manage Editions & Modules

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

Salesforce

General

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

Salesforce Editions & Modules

Edition
Essentials$25.001
Professional$100.001
Enterprise$175.001
  1. Per User Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

ConnectWise Manage
6.5
Salesforce
7.8

Likelihood to Renew

ConnectWise Manage
9.9
Salesforce
10.0

Usability

ConnectWise Manage
6.0
Salesforce
7.4

Reliability and Availability

ConnectWise Manage
9.1
Salesforce
9.8

Performance

ConnectWise Manage
8.1
Salesforce
9.0

Support Rating

ConnectWise Manage
5.2
Salesforce
6.9

In-Person Training

ConnectWise Manage
Salesforce
7.9

Online Training

ConnectWise Manage
6.2
Salesforce
9.1

Implementation Rating

ConnectWise Manage
1.0
Salesforce
9.4

Scalability

ConnectWise Manage
8.0
Salesforce
10.0

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