What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
271 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
483 Ratings

ConnectWise Manage

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
271 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.2 out of 100

Zoho CRM

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
483 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8 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

Zoho CRM

Zoho is a highly recommended tool that has all the features that are needed for better management of customer relatives. Automated employee notifications and tools for the management of clients and resources are magnificent. It works without slowing down a system and it is very cost-efficient software too and is highly affordable by almost everyone. And it is quite suitable for all the kinds of business types either small or large everyone can take advantage of it and its amazing features.
Justin Jerry | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

ConnectWise Manage
6.8
Zoho CRM
External knowledge base
ConnectWise Manage
7.1
Zoho CRM
Internal knowledge base
ConnectWise Manage
6.5
Zoho CRM

Multi-Channel Help

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

Sales Force Automation

ConnectWise Manage
Zoho CRM
7.6
Customer data management / contact management
ConnectWise Manage
Zoho CRM
8.1
Workflow management
ConnectWise Manage
Zoho CRM
7.8
Territory management
ConnectWise Manage
Zoho CRM
7.1
Opportunity management
ConnectWise Manage
Zoho CRM
7.8
Integration with email client (e.g., Outlook or Gmail)
ConnectWise Manage
Zoho CRM
7.5
Contract management
ConnectWise Manage
Zoho CRM
7.3
Quote & order management
ConnectWise Manage
Zoho CRM
7.3
Interaction tracking
ConnectWise Manage
Zoho CRM
8.0
Channel / partner relationship management
ConnectWise Manage
Zoho CRM
7.8

Customer Service & Support

ConnectWise Manage
Zoho CRM
7.0
Case management
ConnectWise Manage
Zoho CRM
7.3
Call center management
ConnectWise Manage
Zoho CRM
6.7
Help desk management
ConnectWise Manage
Zoho CRM
7.0

Marketing Automation

ConnectWise Manage
Zoho CRM
8.6
Lead management
ConnectWise Manage
Zoho CRM
8.6
Email marketing
ConnectWise Manage
Zoho CRM
8.6

CRM Project Management

ConnectWise Manage
Zoho CRM
7.7
Task management
ConnectWise Manage
Zoho CRM
7.7
Billing and invoicing management
ConnectWise Manage
Zoho CRM
7.5
Reporting
ConnectWise Manage
Zoho CRM
7.9

CRM Reporting & Analytics

ConnectWise Manage
Zoho CRM
7.6
Forecasting
ConnectWise Manage
Zoho CRM
7.2
Pipeline visualization
ConnectWise Manage
Zoho CRM
7.9
Customizable reports
ConnectWise Manage
Zoho CRM
7.7

Customization

ConnectWise Manage
Zoho CRM
7.6
Custom fields
ConnectWise Manage
Zoho CRM
8.3
Custom objects
ConnectWise Manage
Zoho CRM
7.4
Scripting environment
ConnectWise Manage
Zoho CRM
7.8
API for custom integration
ConnectWise Manage
Zoho CRM
7.1

Security

ConnectWise Manage
Zoho CRM
8.3
Single sign-on capability
ConnectWise Manage
Zoho CRM
8.3
Role-based user permissions
ConnectWise Manage
Zoho CRM
8.4

Social CRM

ConnectWise Manage
Zoho CRM
7.3
Social data
ConnectWise Manage
Zoho CRM
7.3
Social engagement
ConnectWise Manage
Zoho CRM
7.3

Integrations with 3rd-party Software

ConnectWise Manage
Zoho CRM
7.1
Marketing automation
ConnectWise Manage
Zoho CRM
7.5
Compensation management
ConnectWise Manage
Zoho CRM
6.7

Platform

ConnectWise Manage
Zoho CRM
6.8
Mobile access
ConnectWise Manage
Zoho CRM
6.8

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

Zoho CRM

  • Zoho CRM is very customizable. The out-of-the-box modules are a great start however the system allows you to customize them to better fit internal operations.
  • The integrations with other Zoho apps is crucial to us, and Zoho CRM acts as sort of the hub for our teams project tracking, communication, and task tracking. Most if not all other Zoho apps have a native integration back to Zoho CRM.
  • Reporting features are excellent. Likewise, the ability to create custom "Views" within our modules record also provide us with deeper insights to the critical data stored within Zoho CRM.
Jon Porreca | 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

Zoho CRM

  • The navigation is a little clunky
  • Customization can be a detriment since undoing previous iterations while maintaining the data can be challenging
  • You need a clear SOP on where to work out of (contacts, deals, accounts) since the notes don't necessarily transfer
Anonymous | 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

Zoho CRM

Zoho CRM 7.6
Based on 19 answers
We went through an exhaustive process doing this evaluation and in the process took the time to really understand the objectives and requirements of all groups within the organization. Now that the system is in place it needs to be used and refined over a long period to time in order to get the full value. As a result you need to consider the long-term and renewal knowing that the system will get better the more you use it.
James Lochran | 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

Zoho CRM

Zoho CRM 8.0
Based on 13 answers
Overall this product is not easy to use, integrate or manage. I have used many different CRM platforms and I find this platform to cost a lot of time and stress trying to manage or integrate. There are many other options that will be a better purchase option, give a greater ROI and save your overall organization time in their day to day actions.
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

Zoho CRM

Zoho CRM 9.0
Based on 2 answers
No answer on this topic is available.

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

Zoho CRM

Zoho CRM 9.0
Based on 2 answers
No answer on this topic is available.

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

Zoho CRM

Zoho CRM 7.8
Based on 17 answers
Sometimes they tell you to send an email, or they may be slow to actually solve the issue. They have support for paid and unpaid users, and chat, phone, email channels. You will be sure to reach someone, but in some cases you need a solution within a few hours and may have to wait a couple of days.
María Fernanda Cruz | 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

Zoho CRM

Zoho CRM 8.2
Based on 2 answers
Training was basic, and didn't really cover more advanced aspects of using the product.
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

Zoho CRM

Zoho CRM 8.0
Based on 8 answers
The CRM is only as good as the data you put into it. Spend the time up-front to clean up your old data sources prior to importing them into Zoho
Ron Sherwood | 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

Zoho CRM

ZoHo's reporting features are much simpler than Salesforce. Much more intuitive and simple.Salesforce has much more options - however they are more complicated to use. Salesforce reports pretty much must be setup by administrators. Lay users have not been able to quickly make reports as easily as they could would ZoHo.Salesforce has a console view that is much easier to utilize.
Andrew McClean | 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

Zoho CRM

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

Zoho CRM

  • Zoho CRM has helped us visualize and analyze our sales pipeline in a more detailed manner, which has helped us better forecast our annual revenues.
  • Zoho CRM has brought a level of visibility across our organization that was not there before. This has helped us stay on track and keep everyone accountable.
  • Since using Zoho CRM, we've seen our annual sales jump 10%. While it's impossible to attribute this entirely to Zoho CRM, it has definitely helped our sales grow by helping us stay focused and disciplined in our communication with clients.
Adam Montgomery | 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

Zoho CRM

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$14*

* /user/month

Zoho CRM Editions & Modules

Edition
Standard$141
Professional$231
Enterprise$401
Ultimate$521
  1. per user, per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

ConnectWise Manage
6.5
Zoho CRM
7.8

Likelihood to Renew

ConnectWise Manage
9.9
Zoho CRM
7.6

Usability

ConnectWise Manage
6.0
Zoho CRM
8.0

Reliability and Availability

ConnectWise Manage
9.1
Zoho CRM
9.0

Performance

ConnectWise Manage
8.1
Zoho CRM
9.0

Support Rating

ConnectWise Manage
5.2
Zoho CRM
7.8

Online Training

ConnectWise Manage
6.2
Zoho CRM
8.2

Implementation Rating

ConnectWise Manage
1.0
Zoho CRM
8.0

Scalability

ConnectWise Manage
8.0
Zoho CRM

Add comparison