Top Rated
331 Ratings
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Score 7.8 out of 100
44 Ratings
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Score 7.8 out of 100

Feature Set Ratings

  • ConnectWise Manage ranks higher in 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help

Incident and problem management

7.9

ConnectWise Manage

79%
7.8

ServiceNow Customer Service Management

78%
ConnectWise Manage ranks higher in 3/6 features

Organize and prioritize service tickets

8.1
81%
79 Ratings
8.0
80%
9 Ratings

Expert directory

7.4
74%
45 Ratings
7.6
76%
8 Ratings

Subscription-based notifications

7.5
75%
52 Ratings
7.8
78%
8 Ratings

ITSM collaboration and documentation

8.0
80%
59 Ratings
7.2
72%
8 Ratings

Ticket creation and submission

7.9
79%
79 Ratings
8.8
88%
9 Ratings

Ticket response

8.3
83%
78 Ratings
7.5
75%
9 Ratings

Self Help Community

7.8

ConnectWise Manage

78%
7.6

ServiceNow Customer Service Management

76%
ConnectWise Manage ranks higher in 1/2 features

External knowledge base

8.4
84%
60 Ratings
7.7
77%
6 Ratings

Internal knowledge base

7.2
72%
70 Ratings
7.5
75%
8 Ratings

Multi-Channel Help

7.6

ConnectWise Manage

76%
7.2

ServiceNow Customer Service Management

72%
ConnectWise Manage ranks higher in 3/5 features

Customer portal

7.3
73%
71 Ratings
8.2
82%
7 Ratings

IVR

8.9
89%
18 Ratings
6.1
61%
5 Ratings

Social integration

7.0
70%
25 Ratings
5.9
59%
6 Ratings

Email support

7.8
78%
71 Ratings
7.6
76%
8 Ratings

Help Desk CRM integration

7.2
72%
67 Ratings
8.4
84%
7 Ratings

Attribute Ratings

  • ServiceNow Customer Service Management is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

Likelihood to Recommend

7.0

ConnectWise Manage

70%
111 Ratings
7.8

ServiceNow Customer Service Management

78%
9 Ratings

Likelihood to Renew

4.7

ConnectWise Manage

47%
26 Ratings

ServiceNow Customer Service Management

N/A
0 Ratings

Usability

5.7

ConnectWise Manage

57%
25 Ratings
10.0

ServiceNow Customer Service Management

100%
1 Rating

Availability

8.0

ConnectWise Manage

80%
7 Ratings

ServiceNow Customer Service Management

N/A
0 Ratings

Performance

1.0

ConnectWise Manage

10%
13 Ratings

ServiceNow Customer Service Management

N/A
0 Ratings

Support Rating

4.6

ConnectWise Manage

46%
32 Ratings
9.0

ServiceNow Customer Service Management

90%
1 Rating

Online Training

5.0

ConnectWise Manage

50%
8 Ratings

ServiceNow Customer Service Management

N/A
0 Ratings

Implementation Rating

1.0

ConnectWise Manage

10%
8 Ratings

ServiceNow Customer Service Management

N/A
0 Ratings

Product Scalability

1.0

ConnectWise Manage

10%
7 Ratings

ServiceNow Customer Service Management

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

ServiceNow Customer Service Management

It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.
Anonymous | 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

ServiceNow Customer Service Management

  • Allows for clear communication between help desk and end users.
  • Provides a clean inventory option for both hardware items and software licenses.
  • Navigation is very intuitive and user friendly.
  • Many reporting features for all levels of the company.
Anonymous | 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

ServiceNow Customer Service Management

  • Adding in additional chat features would be nice
  • Viewing where you stand in priority
  • Having a way to automate more of the processes
Anonymous | 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

ServiceNow Customer Service Management

General

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

Starting Price

ServiceNow Customer Service Management 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

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

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

ServiceNow Customer Service Management

ServiceNow Customer Service Management 10.0
Based on 1 answer
Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.
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

ServiceNow Customer Service Management

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

ServiceNow Customer Service Management

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

ServiceNow Customer Service Management

ServiceNow Customer Service Management 9.0
Based on 1 answer
Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.
Anonymous | 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

ServiceNow Customer Service Management

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

ServiceNow Customer Service Management

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

ServiceNow Customer Service Management

ServiceNow is a industry leader as depicted by Gartner. The features and functionality by ServiceNow platform is increasing rapidly with every version release. One of the best tools for customer service. ServiceNow has great product support which help to resolve product issues. Pricing is very competitive as well. So all in all it compares well with every department with competition.
Veeral Oza | 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

ServiceNow Customer Service Management

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

ServiceNow Customer Service Management

  • The negative impact for my team is the delay in team completing tickets but not a system issue.
  • A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
  • Negative impact is that there is no user job aid or helpful tools for new users.
Anonymous | TrustRadius Reviewer

Screenshots

ServiceNow Customer Service Management

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