ConnectWise PSA vs. Domo vs. Sisense

BrightGauge lets us know when we have critical issues that need solving. A massive influx of tickets all at the same time triggers an investigation. Usually, it is tied to a server going down, which we can address. It would not be helpful for a small MSP or IT department with just a few daily tickets. The stats are better used to track a large amount of clients.

Incentivized

I believe that companies that record large amounts of data about their product, service employers KPIs, etc, can make the best out of Domo for reporting and data analysis, but if a company handles little data and is not recording this consistently, it will not be of much use.

I believe Sisense is perfectly suited for any organization of any size that have access to the proper resources, as the tool is very expensive. The data connectors come in all shapes and sizes out of the box, which allows a great deal of data control within the ElastiCubes. Additionally, while the platform only runs on Windows platforms, the web application can be accessed on any client: mobile, Apple, Windows, etc. This allows a much more flexible user experience, resulting in data and dashboards reaching further than any other tool.

Incentivized

• 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.

• Exceptional Transform area of the platform - any/all raw data can be manipulated and combined to create datasources that are very useful for our departments.
• Visualization layer is clean and is very business presentable. Its simple but includes depth. Visuals can be created/used by all roles throughout our firm, its not limited to analysts.
• Ability to communicate and talk about insights in the data - the communication tool is exceptional. I can @ mention specific users to bring attention to a discovery. I can start a private chat. I can annotate and communicate what I am seeing. I love it.
• Mobile experience is excellent. When I am on the road i can actively monitor and engage with my team due to my Domo dashboard on my mobile device. Its amazing to run the business and not worry while away from the office.

Incentivized

• Customization - lots of supported and community plugins available. Users can also adjust the look and feel through JavaScript.
• Innovation - Sisense is continuing to push the envelope by developing new features through Sisense Labs.
• Customer support - the commitment to excellent customer service and ensuring organizations get the most out of their investment.

Incentivized

• Annual or more than annualized data is desperately needed for MSPs to show trends, current limitation is previous 240 days for ConnectWise tickets
• Alerts when datasets do not sync properly, I have to rely on my team to notice vs get an automated alert from BrightGauge
• Small thing, but it would be nice to have more options on the report scheduler to enable a start date. If you wish to do it quarterly, you have to start the schedule exactly 3 months from the next run.

Incentivized

• Copying Reports - In Excel or Google Sheets, I like to make copies of similar reports and modify them as necessary for users. In Domo, makes copies of reports (called cards) but all copies are connected. So if you adjust the copy, it changes the original. This means a user has to recreate the report from scratch and then adjust it.
• Unforgiving SQL - Domo does allow users to write their own SQL codes, which is great. However, Domo's SQL code is pickier than the other SQL database I've used (Metabase).
• Text Alerts - Domo's alerts aren't always the smartest. Some of my dashboards are about the sales teams monthly performance and I get notified when there is a change of more than 20%. I always get notified at the start of the month that reports have changed from 'x' number to zero. This is expected because it's a monthly report and I hate getting texts about it. The only reason I don't term them off so I can be aware if something breaks in the middle of the month.

Incentivized

• The usability of the application on mobile devices needs some improvement, especially navigation and filtering.
• Dashboards that are created by multiple users can be a bit of a hassle to share by Admins.
• If you need to embed dashboards into your website, you are require to buy a license separate from the user and platform license. This is a norm on most BI visualization tools, but Sisense can seem a bit on the high side, cost-wide.

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.

Incentivized

Domo is a great up-and-coming product. There are many fantastic features that are extremely compelling to our end users, which makes Domo a great fit for our organization. As with many BI tools, there are items on the wish list that could make implementation, administration and usage easier, but I believe these will be addressed over time as the product matures and evolves. The overall concept and approach of this solution has definitely raised the bar in this area of expertise and I would like to see things advance in giving the enterprise tools that will make decision making easier and more robust in the future.

I think the business and myself as a user has come to rely on SiSense as a dashboarding and quick ad-hoc reporting tool. I am hoping to integrate SiSense dashboards into more parts of the business in the future. We have reduced our report turn-around time for the most part from hours/days to minutes and in some cases almost the speed of thought. Reports are also easier on the eye and more easily distributed. I would also like to say that the support and professionalism from the SiSense team has been excellent.

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

Incentivized

The built-in user support and intuitive design of Domo makes it simple to learn and use. I find I can spend hours drilling deep, or else quickly gain an overview in just a few minutes. This is a great advantage since the flexibility fits well with the demands of my role. I enjoy using Domo since I know it will give me comparative data across almost every variable I might want to explore - I look forward to it!

Incentivized

New V5 is ground floor of an exciting collection of possibilities. Weekly Sisense developers come up with new functionality that they share with us in their forums. The move to HTML5 has been pleasing in that widgets auto size themselves into appropriate forms in the board but everyone of them can be popped out to full page size to be looked at in more detail

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.

Incentivized

There are very few situations when there is unexpected downtime. Mostly during development, new dashboard implementation and during upgrades. other then that there were very few crashes.

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.

Incentivized

SiSense is usually performing better then other solutions even if going for complex reports/dashboards(of course within reasonable frames). I haven't noticed any bad influence on other systems, usually if something happens it stays within SiSense.

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."

Incentivized

Pretty responsive. It took a while to get a response in selecting data points for our particular cards. Might have taken about a month? I am not sure if this was something on our end or Domo's end. But haven't had any other issues yet that required additional support from Domo.

Incentivized

SiSense's support ninjas are very knowledgeable and are exceptionally responsive. So far, all of the issues we ran into were resolved within minimum time. My sense of dealing with the support staff at SiSense is that they are very focused on not just answering your immediate question, but also to delve into the cause of the matter.

Easy and free training that allowed us quickly understand basics in SiSense and start using them. More advanced features requires some browsing through SiSense forums, but there is always support to help, and SiSense support is one of the best whith which I worked so far.

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.

Incentivized

Many examples, videos and scenarios which you try on your own right away. This combined with in-person training gives you enough to utilize most of SiSense's power.

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.

Incentivized

It is a true web-based application so implementation is much easier and smoother compared to other non-web based BI solutions. Also, they offered consulting services during the implementation process, which was helpful. Also, they provided lots of on-demand training courses and videos, which I liked.

Incentivized

Remember to migrate the plugins. The documentation however is pretty straight forward.

Everyone but dynamics had holes in it. Dynamics is good, but it requires more development time. I spoke with some people that have CW and liked it. But when I inquired after our frustrations, I discovered they had a full time scheduling & logistics CW manager and the field people were using it purely like any other more simplistic ticket system. They said it would be impossible otherwise. The one big difference is the transparency of the sales effort. The other sales people were honest on the limitations or potential challenges and worked with us. They also worked with our agenda. At CW they don't have that option. The consulting time is eaten through a pre-formatted agenda which they communicate too you, not with you.

At the end of the day, end-user adoption and taking the burden of IT to build reports was my goal. Demoing and testing many BI tools, DOMO is the one that allowed both to happen.

Incentivized

1) Easy to use, really, there is nothing too much to say. The set up is easy and not confusing. You can use it internally or externally.

2) Customer Service, having spoken to various product reps from similar industry. Sisense rep provides you with the best support to get started, and it is really appreciated.

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.

Incentivized

Product is quite easily scalable. The whole installation can be easily moved to stronger machine if needed.

• 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

Incentivized

• I mentioned a "previously un-analyzable" dataset that we were able to visualize in Domo - the result was business re-alignment for increased productivity, cost savings and ROI.
• It's tough to quantify the ability to provide insights that have been desired for years but not possible - we continue to amaze our executives and product managers with the analysis we can provide.

Incentivized

• Report development time is reduced from 2~3 days to 2~3 hours.
• Report querying time is improved from 0.5~10 mins to 2~30 seconds.
• A 2-staff team delivers 10 times the BI output that we did on the old system.
• We were able to deliver BI and data analysis for all business functions instead of a very limited group of users