ConnectWise PSA vs. Vtiger

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ConnectWise PSA
Score 7.5 out of 10
Small Businesses (1-50 employees)
ConnectWise PSA (formerly Manage) is a business management platform for companies that sell, service, and support technology. The platform is cloud-based and integrates automation, help desk and customer service, sales, marketing, project management, and business analytics. It is the hub of the ConnectWise suite.
$35
Per Tech Per Month
Vtiger
Score 8.7 out of 10
N/A
Vtiger is a customer relationship management (CRM) solution with sales and marketing automation, project management, and inventory management capabilities.
$28
per month per user
Pricing
ConnectWise PSAVtiger
Editions & Modules
Subscription
$35.00
Per Tech Per Month
One Professional - Single App
$28
per month per user
One Professional - Standard
$42
per month per user
One Enterprise - Single App
$42
per month per user
One Enterprise - Standard
$58
per month per user
Offerings
Pricing Offerings
ConnectWise PSAVtiger
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup fee$10 / user / month
Additional DetailsDiscounts are provided for both annual subscriptions, and for high volume users.
More Pricing Information
Features
ConnectWise PSAVtiger
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ConnectWise PSA
4.3
82 Ratings
59% below category average
Vtiger
-
Ratings
Organize and prioritize service tickets5.082 Ratings00 Ratings
Expert directory3.447 Ratings00 Ratings
Subscription-based notifications5.555 Ratings00 Ratings
ITSM collaboration and documentation3.762 Ratings00 Ratings
Ticket creation and submission3.782 Ratings00 Ratings
Ticket response4.781 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
ConnectWise PSA
3.9
76 Ratings
66% below category average
Vtiger
-
Ratings
External knowledge base3.062 Ratings00 Ratings
Internal knowledge base4.872 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
ConnectWise PSA
4.4
79 Ratings
54% below category average
Vtiger
-
Ratings
Customer portal4.274 Ratings00 Ratings
IVR4.420 Ratings00 Ratings
Social integration4.327 Ratings00 Ratings
Email support4.874 Ratings00 Ratings
Help Desk CRM integration4.570 Ratings00 Ratings
Sales Force Automation
Comparison of Sales Force Automation features of Product A and Product B
ConnectWise PSA
-
Ratings
Vtiger
10.0
8 Ratings
26% above category average
Customer data management / contact management00 Ratings10.08 Ratings
Workflow management00 Ratings10.08 Ratings
Opportunity management00 Ratings10.08 Ratings
Integration with email client (e.g., Outlook or Gmail)00 Ratings10.08 Ratings
Contract management00 Ratings10.06 Ratings
Quote & order management00 Ratings10.06 Ratings
Interaction tracking00 Ratings10.06 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
ConnectWise PSA
-
Ratings
Vtiger
9.5
6 Ratings
23% above category average
Case management00 Ratings10.06 Ratings
Help desk management00 Ratings9.06 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
ConnectWise PSA
-
Ratings
Vtiger
10.0
6 Ratings
28% above category average
Lead management00 Ratings10.06 Ratings
Email marketing00 Ratings10.06 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
ConnectWise PSA
-
Ratings
Vtiger
10.0
8 Ratings
28% above category average
Task management00 Ratings10.06 Ratings
Billing and invoicing management00 Ratings10.07 Ratings
Reporting00 Ratings10.07 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
ConnectWise PSA
-
Ratings
Vtiger
9.7
7 Ratings
24% above category average
Forecasting00 Ratings10.06 Ratings
Pipeline visualization00 Ratings10.06 Ratings
Customizable reports00 Ratings9.07 Ratings
Customization
Comparison of Customization features of Product A and Product B
ConnectWise PSA
-
Ratings
Vtiger
9.3
8 Ratings
21% above category average
Custom fields00 Ratings9.08 Ratings
Custom objects00 Ratings10.07 Ratings
API for custom integration00 Ratings9.06 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
ConnectWise PSA
-
Ratings
Vtiger
10.0
5 Ratings
32% above category average
Social engagement00 Ratings10.05 Ratings
Platform
Comparison of Platform features of Product A and Product B
ConnectWise PSA
-
Ratings
Vtiger
5.0
5 Ratings
40% below category average
Mobile access00 Ratings5.05 Ratings
Security
Comparison of Security features of Product A and Product B
ConnectWise PSA
-
Ratings
Vtiger
9.0
8 Ratings
8% above category average
Role-based user permissions00 Ratings9.08 Ratings
Best Alternatives
ConnectWise PSAVtiger
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Salesmate
Salesmate
Score 9.8 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Creatio
Creatio
Score 9.1 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
Creatio
Creatio
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ConnectWise PSAVtiger
Likelihood to Recommend
2.4
(113 ratings)
10.0
(8 ratings)
Likelihood to Renew
7.6
(25 ratings)
-
(0 ratings)
Usability
7.4
(25 ratings)
10.0
(1 ratings)
Availability
8.0
(4 ratings)
-
(0 ratings)
Performance
1.0
(7 ratings)
-
(0 ratings)
Support Rating
4.5
(20 ratings)
10.0
(2 ratings)
Online Training
5.0
(8 ratings)
-
(0 ratings)
Implementation Rating
1.0
(5 ratings)
-
(0 ratings)
Configurability
1.0
(1 ratings)
-
(0 ratings)
Ease of integration
1.0
(2 ratings)
-
(0 ratings)
Product Scalability
1.0
(7 ratings)
-
(0 ratings)
Vendor post-sale
1.0
(1 ratings)
-
(0 ratings)
Vendor pre-sale
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
ConnectWise PSAVtiger
Likelihood to Recommend
ConnectWise
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
Vtiger
vTiger packs a ton of functionality and capability, but the challenge is getting there. In today's day where everyone is doing more with less, having a solution that meets a couple specific needs and does that well is essential. To me, at times I feel as though vTiger is trying to be a "jack of all trades" solution which ultimately ends up making it more confusing to use. However, on the flip side of that, if you take the time to learn everything about vTiger, I am sure it is an awesome tool but there is a learning curve associated with it. Finally, I would like to see more integrations with other vendors moving forward so if we cannot use vTiger for everything, at least it would have the ability to "talk" with other programs.
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Pros
ConnectWise
  • 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
Vtiger
  • User-friendly interface.
  • Reliable tracking system and alerts to maintain overall control of the proceses.
  • Meets all the needs of the average company.
Read full review
Cons
ConnectWise
  • 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
Vtiger
  • Though you can create reports however you want, they may need to come out in multiple files. I wish this could be aggregated.
  • It's still very simple. There is room for improvement with the setup of the admin panel.
  • The dropdowns function funny when scrolled down. It's picky but it's frustrating.
  • The search function could be improved.
Read full review
Likelihood to Renew
ConnectWise
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
Vtiger
No answers on this topic
Usability
ConnectWise
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
Vtiger
I love this CRM, very user friendly. Not conflict and easy to generate the date for reporting.
Read full review
Reliability and Availability
ConnectWise
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
Vtiger
No answers on this topic
Performance
ConnectWise
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
Vtiger
No answers on this topic
Support Rating
ConnectWise
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
Vtiger
It is as good as you could expect for a company that operates from another continent. Emails are quickly responded to and do not usually require additional questions or answers. It is quite rare for a company of their size to be as responsive as they are and that makes them a sound choice to deal with.
Read full review
Online Training
ConnectWise
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.
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Vtiger
No answers on this topic
Implementation Rating
ConnectWise
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
Vtiger
No answers on this topic
Alternatives Considered
ConnectWise
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
Vtiger
VTiger had better overall cost and native capabilities that other solutions lacked. We used Nutshell CRM for over a year. It was a very efficient contact management system, but it seemed that if we needed to do anything but record contacts, we had to use an add-on. We spent a lot of time exporting and importing between different services. Quoting, invoicing, and payments all had to be manually transferred to our accounting system. It was very frustrating
Read full review
Scalability
ConnectWise
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
Vtiger
No answers on this topic
Return on Investment
ConnectWise
  • 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
Vtiger
  • Integration Across the Organization - What started out as just a CRM tool for sales is now being used for ticket management and project management.
  • Steep Learning Curve - It is not as intuitive out of the box and really requires a dedicated person to be a vTiger expert which can be challenging and time consuming.
  • Reliability - Sometimes features that worked yesterday don't work today, thus causing more time to complete the same exact task that was done previously. The thing that comes to mind specifically is the main search box as 1/2 the time it works, 1/2 the time it doesn't work.
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ScreenShots

ConnectWise PSA Screenshots

Screenshot of Service Ticket ExampleScreenshot of Ticket TemplateScreenshot of Work Plan TemplateScreenshot of Calendar TimeScreenshot of Meeting InvitesScreenshot of My Calendar

Vtiger Screenshots

Screenshot of Vtiger's home page dashboardScreenshot of A typical contact record in Vtiger