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
Microsoft Project
Score 7.9 out of 10
N/A
Microsoft Project is a project management software. It provides core PM functionality, including agile workflow support and resource management. Project can be deployed in the cloud or on-premise.
$120
per year per user
ProjectManager
Score 9.0 out of 10
N/A
ProjectManager is a cloud-based project management software. Features include file storage, client logins, unlimited projects and integration with Google Apps, Microsoft Word, Excel and Project.
Trello and Wrike are cheaper alternatives, but I do not consider them true project management software. They can certainly work to organize tasks, and they are collaborative, which is something MS Project lacks, but they lack the depth and, in my opinion, the actually necessary …
Microsoft Projects is more widely used and integrates with our Microsoft Office 365 suite of products. Speaking with peers within the industry it appears Microsoft Projects is a better fit for telecoms companies. Resource and task management seem easier and more effective with …
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.
Microsoft Project Online is suited to Turnkey Projects where more Collaboration is required in Project Progress monitoring, risk assessment and conveying, issue recording and tracking. It is less appropriate when ERP Suites other than MS Dynamics are used, i.e when Enterprises need to integrate Finance / Accounting with It and having straight project management workflow
Because I work with many people for whom Project Management is new, I wanted to use software that was user-friendly, fairly intuitive, and not filled with jargon. I like the fact I can use existing templates that (mostly) work for our needs, and I look forward to more things being added. They say support is 72 hours, but I’ve never waited for more than a few.
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.
I love the Gantt Chart that Microsoft Project offers me, because it provides me with a view from various aspects, it provides me with exact details about the fulfillment of tasks over a period of time, it also allows me to make comparisons with the necessary data and the fulfilled data. by the employees, in order to know exactly if the project's expectations have been met.
I love the Gantt Chart that Microsoft Project offers me, because it provides me with a view from various aspects, it provides me with exact details about the fulfillment of tasks over a period of time, it also allows me to make comparisons with the necessary data and the fulfilled data by the employees, in order to know exactly if the project's expectations have been met.
The alert system for the fulfillment and delay of assignments is perfect. Microsoft Project allows me to configure the task system, I can assign the necessary tasks to fulfill the project, and the software alerts me immediately if the managers are fulfilling the assignments.
Creating job schedules and milestones, which we provide to our clients as well as our vendors.
A one stop shop for downloading/uploading any job/site specific documents (issues, daily reports, photos, signoffs, etc.).
Real time communication with your clients. As soon as an issue has been raised within ProjectManager.com, everyone attached to that job with get an email notification of what has been communicated or what document has been uploaded.
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.
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.
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
Microsoft Project is easy to operate because data could be inserted, changed and deleted like you are in an Excel timesheet. Besides, it provides a great level of automation beween his fields allowing few data changes. Also, its funcionalities are well defined and grouped in upper menus, so you can find a funcionality quickly
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.
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.
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."
Microsoft in recent years has transformed itself and gives a positive feeling when one interacts with the company. The company is focusing on its customers and willing to go extra mile to make customers happy.The company continues to invest in its products and bringing new features from time to time. Overall it is a positive feeling to be associated with such an iconic company.
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.
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.
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.
While many of the above tools are extremely well-versed, Microsoft Project's largest advantage comes from it being related to the largest business productivity company in the world. Project does have its sharing limitations - but regardless, offers one of the most robust tools in the market today. Microsoft Project is built with large-scale projects in mind but is more than up to the task for smaller projects as well. However, there are options available (especially cloud-based options) that may be more fitting for higher-level projects that do not require going into the weeds.
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.
Project saved me, as the project manager, countless hours of digging through tickets and schedules to plan everything out. It also saved me time in adjusting the project triangle as needed, since it does so much automatically.
It is costly, and since it requires extensive training to master, it's not just the high licensing cost that you need to take into account.
The reporting features - even just printing out Gantt charts - makes it far easier to communicate with stakeholders. That means less time for PMs doing all of this manually, and it means less follow-up questions and delays moving forward.
