ConnectWise Automate Reviews

ConnectWise Manage is a very useful application for those who work in help desk attending IT requirements but at the same time it is quite complex for those who are not familiar.

It allows you to review the received ticket tray, at the same time it allows you to schedule the tickets for days and hours to know when to work them thanks to your view in the form of a calendar and ter allows you to generate metrics about the work that the analysts are carrying out to whom you assign the tickets for resolution, the truth is an excellent, complete and powerful tool.

ConnectWise Manage is very confusing and difficult to use at the beginning, this because it integrates TOO many functions, which tends to confuse new users, so much so that without doing a course on the tool it is almost impossible from my point of view that a user learn to use this tool, what is certain is that once users become familiar with Connectwise Manage, they do not change it for anything and that is the most effective application when managing and attend technical support tickets.

“ConnectWise prioritizes its customers’ needs and commissioned the study to help organizations and our partners better understand the benefits to our differentiated approach,” said Craig Fulton, Chief Product Officer for ConnectWise. “We wanted an external group, which we trusted, to provide insight on the financial benefits that our partners can expect to see when they adopt the ConnectWise platform. Forrester has developed a methodology that helps us demonstrate the tangible value of IT software initiatives to both senior management and key stakeholders.”

20 percent reduction of service tickets by using (or employing or enacting) script automation.

1,920 hours saved in the first year in technicians’ routine by automating progress reports.

Reduced cost of routine hardware management due to shortening time spent per device by 60 percent.

Improved billing efficiency and increased productivity of finance teams.

10 percent increase in sales productivity.

Increased HR productivity by up to 60 percent.

Improved employee satisfaction.

Improved customer experience.

As a services-based company, Automate is Central to providing support to clients. Without it, we would not be able to manage the share volume of devices that we managed today, and volume equals revenue.

There is a cost to any tool, but Automate will return that investment over many times by allowing you to scale with smaller staff sizes.

Automating tasks beyond remote access allows our team to work more efficiently thereby supporting a larger number of devices with a smaller staff.

Consistent implementation of new clients and new computers.

Security patches for Microsoft and third-party patches has greatly improved over the years.

Behind the scenes support.

Automation - this is what drove us to buy LabTech originally, it was really a platform (the only one at the time) that you could do anything with if you had the scripting chops.

Not sure we can accurately calculate ROI after 10 years - it's just part of our process/offering. But we almost need a dedicated FTE to manage the application or it gets out of hand quickly...

It has been a positive ROI as we have been much more efficient since implementation.

Our clients seem happier that we can service them more effectively.

We are pleased with ConnectWise since it enabled us to utilize our IT staff more efficiently.

ConnectWise enabled us to find out where the problems are within a network and resolve the issue to prevent repetitive support tickets.

Provides an overhead view of your internal and clients network and makes your trouble shooting proactive vs. reactive.

It is extremely valuable to us; as we use the ConnectWise platform; it is well integrated into the entire CW platform.

Easier to onboard managed customers.

Requires SME to run and maintain.

Ability to automate a large number of common tickets.

It makes our techs able to quickly get to a machine.

Running scripts in the background has saved a lot of time.

Catching items before they become an outage has saved countless hours.

Consistency of service.

Documentation of tasks.

The flexibility of options.

Extensibility through third-party integrations.

Has positively impacted ROI to allow us to expand internationally.

Has allowed us to expand our domestic offices to multiple sites.

Has allowed us to invest in equipment for our service team.

For the time we were heavily using it, it did help with some automation.

In many ways Automate has sped up our ability to service end users. The remote control allows multiple techs to concurrently remote to a device allowing techs to assist each other.

We have been able to utilize the scripting to do more than our previous RMM. For instance, we can deploy and monitor Bitlocker encryption ensuring that our clients with compliance requirements have the required evidence.

Dataviews in Automate allow us to access/filter/sort data very quickly with the need to use reporting tools.

Support has a negative impact on our team. Support takes far too long and we seem to deal with more issues than what we think is acceptable. At times we wonder if anyone else actually uses some of the features in the product because we seem to be the first to find the problems.

Because using the program is at a very low cost, I have the ability to service any client and provide training to any client if they have a computer.

Saves travel time and expenses associated with travel to support/train clients. Also can be done at any time of day because of continual access.

Gives the client peace of mind to know that I can access and fix an issue with a workstation any time of the day, weekends, evenings when they are not available etc.

Techs won't have to travel to remote sites

It saves money because it lessens downtime

Deployment is not difficult

We found we were able to provide good monitoring of our customers sites which was an objective. However, that came at a significant time investment that never seemed to be finished.

We were able to negotiate a price that worked for us for an up-front purchase which was nice.

We found the pricing to be very competitive.

Bottom line for us was despite the pros of the product, we found other RMM solutions to be a better overall "value" due to not having to dedicate technicians to maintaining the product.

It just works whereas we had issues previously with Kaseya before moving to ConnectWise Automate.

It allows us to get on clients' computers within a minute (often 15-30 seconds) so we can troubleshoot issues in real time.

It allows you to connect to a user's terminal session on a terminal server instead of having to figure out what PC they are connecting from.

Automate has given our company the means to manage all of our clients across the country in one piece of software.

Automate has allowed us to customize it to our needs to allow us to greatly benefit us and our customers.

Automate has allowed us to quickly respond to our customers and support them as best we can.

Positive: Automate helps us better service our customers.

Given that CWA is an industry standard - we hire more and more techs with pre-existing experience - which decreases our training time for new techs

Having a single pane of glass for managing a diverse set of data, tools and end-points is a time-saver

Strong integrations with ConnectWise Manage and ConnectWise Control is a huge time saver

Its plain and simple - The ROI is in the fact that you can manage multiple clients, with multiple machines from one location. You can't do that with on prom engineers.

Working on things remotely has freed up our time for on prom engineers to focus on larger issues or projects - while our Service Desk can handle Desktop Support.

Moving to a remote model requires a larger investment in supporting a Service Desk.

Lots of minor issues and maintenance tasks are automated which has helped free up techs.

We have had some issues where LT has let us down and actually didn't catch a failure that was imminent, causing data loss and the cost of data recovery.

Implementing Labtech is a process that takes time. We've had to rescript everything while implementing it, but this allowed us to learn Labtech inside and out and really improve upon the scripts we had previously made in Kaseya.

Overall, LabTech has had a positive ROI for us, because it has helped us provide metrics that show our clients how we are keeping their systems running.

We appreciate the customer support greatly, because LabTech is a very complicated system, and having help with expertise and experience is very necessary, and they do it well.

When wanting real-time data or running scripts (or even scheduling them), we have been able to easily use LabTech for these important purposes.

Due to the level of automation LabTech provides us, LabTech lets us provide increased quality support to more clients with fewer techs.

As LabTech synchs with our PSA ConnectWise, we are better able to accurately bill our clients for the number of managed systems. Previously we would bill a client for a fixed number of systems in initially, but the client bill would be fixed at that amount. LabTech automatically adjusts the quantity of managed systems on the bill based off of the computers it discovers on the network.

While LabTech is an expensive product when you first look at the pricing, the pricing is in line with the competition. It also does a lot for us and if you were to purchase individual products for all solutions (monitoring, remote control, patch management, software deployment, inventory, etc), it would undoubtedly cost more money while being much more difficult to use.