ConnectWise Automate

Formerly LabTech

Positive - ConnectWise Automate allows us to provide eyes on critical machines 24x7, allowing us to sell ourselves as a 24x7 shop

Automatic deployment of software allows for fast response to Client requests, earning us high marks every month/quarter in customer service from our clients and generating good references/word of mouth advertising

The ability to deploy vulnerability scans at the click of a button allows us to sell additional security services and generate good data on vulnerabilities that can be repaired

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.

As mentioned briefly previous there have been a couple of times where accessing servers at different sites due to point to point connectivity going down where this has been a big life saver

Ease of management of servers

Made deployment of applications rule based easier

It has a been a positive impact due to the enhanced troubleshooting the techs have

Consolidated application allows for quicker troubleshooting of issues

Automate has allowed for greater confidence in IT from the rest of the organization due to ease of use and tracking of issues.

Allows us to automate certain tasks, less employee time.

Been difficult to expand it's use to increase that automation

Made our team more productive.

Able to concentrate on new requests faster.

We can be more proactive than reactive.

Automate makes managing our endpoints easier and less time intensive on our technicians.

Automate helps manage items in customer agreements such as Windows updates, server alerting, network management, etc.

I do not work in a position where I know the exact numbers of what ConnectWise Automate costs versus how much we make from the clients we support. But, I know for a fact we spend a lot less time hassling with issues of Automate as compared to Kaseya, which we used before Automate. That was the main reason we ditched Kaseya.

Management of antivirus deployments is much cleaner than with Kaseya. Kaseya used a customized version of Kaspersky, and it never quite worked. There was a large amount of time wasted on tackling the problems and getting the antivirus to work. We never have to do that with Webroot being deployed through ConnectWise Automate.

Positive - productivity and saved technician time.

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 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.

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.

Easier to onboard managed customers.

Requires SME to run and maintain.

Ability to automate a large number of common tickets.

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...

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.

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.

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.

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.