What users are saying about
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Top Rated
271 Ratings
2 Ratings

ConnectWise Manage

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Top Rated
271 Ratings
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Score 7.2 out of 100
2 Ratings
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Score 10 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

simPRO

This software is great for the construction industry. Especially if you are doing in-home estimates. For example, it would be the best option in the industry, to my knowledge, for an HVAC, electrical service or plumbing business. They are always listening to their customers and evolving based on the customer's feedback and needs.
Andrew Means | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

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

Multi-Channel Help

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

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

simPRO

  • Billing: straight from a closed, complete job. Carries overall equipment, hours, takes one click to bill.
  • simPRO retains notes on all emails; notes can be entered by anyone to track communication with clients.
Cheryl Bach | 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

simPRO

  • More options on the BI Reporting.
  • Ability to customize views similar to Knack or Sales Force.
Andrew Means | 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

simPRO

No score
No answers yet
No answers on this topic

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

simPRO

No score
No answers yet
No answers on this topic

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

simPRO

No score
No answers yet
No answers on this topic

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

simPRO

No score
No answers yet
No answers on this topic

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

simPRO

simPRO 9.0
Based on 4 answers
simPRO gives you the dedicated person you can email/call, they have chat, you can file a case, and they provide videos for pretty much everything. We can train on it via their videos; it's excellent.
Cheryl Bach | 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

simPRO

No score
No answers yet
No answers on this topic

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

simPRO

No score
No answers yet
No answers on this topic

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

simPRO

It is better than using Zendesk or trying to custom build a system. Zendesk and so many other tools are so focused on the sales aspect of things and don't give you enough back end options like job costing, inventory management, etc. It is the best tool I have used for solar project management thus far.
Andrew Means | 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

simPRO

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

simPRO

  • simPRO is totally worth the investment
  • It is end to end. The whole staff is trained on one program.
Cheryl Bach | 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

simPRO

General

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

simPRO Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

ConnectWise Manage
6.5
simPRO
10.0

Likelihood to Renew

ConnectWise Manage
9.9
simPRO

Usability

ConnectWise Manage
6.0
simPRO

Reliability and Availability

ConnectWise Manage
9.1
simPRO

Performance

ConnectWise Manage
8.1
simPRO

Support Rating

ConnectWise Manage
5.2
simPRO
9.0

Online Training

ConnectWise Manage
6.2
simPRO

Implementation Rating

ConnectWise Manage
1.0
simPRO

Scalability

ConnectWise Manage
8.0
simPRO

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