ConnectWise Manage vs Zoho CRM

• 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.

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• It is pretty easy to use. We don't need to set up formal training sessions for our users which lets us get new users up and running much quicker.
• Great reporting section, you can extract some really detailed reports of your leads and their status.
• User access control and 2-factor authentication are really easy to define and set up.
• Some really great integrations with Zoho products and Gsuite.

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• 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.

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• You can only have one email attached to a form. This means that I have to go elsewhere to create a full drip campaign.
• Reporting leaves a lot to be desired. It is difficult to set up reports exactly how we want them.
• There are some things that aren't allowed to be customized that definitely should be
• Support means well, but they rarely can help

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• 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.

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• Increased customer retention keeps our sales team on track and updated with their sales pipeline management features.
• To better understand our clients and build strong relationships, Zoho provides an easy-to-use central database of customers.
• Tracking admissions is possible, as is improved entry management and -communication. As a result, Zoho reduces the time and effort required to generate leads and close sales.

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