TrustRadius
https://media.trustradius.com/product-logos/LL/8s/S8BVNTTIZJUF.PNGPowerful business tool with room to growWe use ConnectWise across the whole organization. Our business relies on it, as it is how we centrally manage our customers, their assets, sales leads, service tickets, and projects. Everything must go in ConnectWise! Our schedules are managed through the application, so it is the main way employees can track what everyone is working on. All client communication happens through ConnectWise, whether in relation to a service ticket or sales proposal. It's integrated with our quoting system as well as our network monitoring system, so everything ultimately ends up in ConnectWise.,Service tracking: whether for help desk, sales, or network alerting, everything gets tracked as a "ticket." in the system. Whether automated through the multiple integrations available, or performed manually, the service tickets are easy to manage. Our system heavily relies on ticketing, so having multiple ways to create and manage tickets is a must. Customization: it's built so that businesses can customize the features to meet their needs. Being in IT, we can create multiple "boards" where we can lock down permissions only to certain departments. Those boards then can track specific kinds of tickets. The customization can go beyond that as well, from workflow to asset management, so needless to say it is very flexible. Reporting: since everything is in a database, the latest reporting features with ConnectWise (such as Report Writer), make it easier to pull the data you need. So for example, we pull reports on sales leads monthly to track how many quotes were referred by technicians, and then use that to reward the technicians. This can also assist tremendously when meeting with clients to present data on the work we've done, as well as internally to identify any trends.,Performance: we use an on-premise instance of ConnectWise, but our system meets or exceeds the required specs. However at times the system can be a bit clunky. When our business relies on using the system, we can't afford to wait even more than a few seconds for a screen to load. Interface: while the application is extremely versatile, the interface seems a little dated and some of the menu items can be confusing. This has improved slightly since the previous version, but I'd like to see a more modern look and feel with a design that is a little more intuitive. Project module: the relatively new project module was a feature we were hoping to use heavily for our larger scale projects, however it ended up not being able to fit our needs. Specifically I know the projects module didn't integrate will with workflows in ConnectWise, which we use heavily, but I know our project team found other areas where it didn't meet their needs. We've provided this feedback to ConnectWise in hopes to have future enhancements, but in the meantime we continue to use regular service tickets for our projects.,8,ConnectWise has provided much more efficient customer service. Since everything is centrally managed, dispatchers can now handle and prioritize incoming tickets and schedule them accordingly. Our customers quickly get used to our process, so they know when they call to provide a ticket number for reference, and their asset tag number. This will allow the dispatcher to easily locate items and saves time from having to gather additional information. Our remote monitoring and management has drastically improved. Before we utilized the integration with our monitoring system, there was little or no proactive work being done for customers' assets. Now that we have ticketing integrated with our monitoring, rather than taking a reactive approach, we are now reaching out to the customer to provide proactive assistance. This impresses the customer, making us look good, and also saves additional time on the help desk from handling issues that would arise had we not taken the proactive measures. We've lessened admin time substantially. Since I came on board, ConnectWise was still rather new, but I was not familiar with their old system. However ConnectWise has allowed us to streamline the scheduling and resource management process so that less time is spent tracking down people, getting status updates from them, and figuring out how to schedule something. Over the last four years, our processes have changed as we've learned how to more efficiently use the product, and we've seen admin time decrease, allowing employees to do their actual work.,serviceledger,8,10,6,9ConnectWise - Great System - Terrible ImplemenationWe use ConnectWise across our whole business to manage our sales, marketing, and service desk. This includes raising invoices and purchase orders. It also includes service incidents/faults, change requests and service requests. We are about to start managing our projects through CW as well. It's great to have a centralised repository where all our customer agreements (including signed copies of documents) can be found. This enables a smooth and effective handover from sales into delivery and then from delivery into service.,Opportunity Management - Allows for much more effective pipeline management. Sales Management - The ability to enter our sales targets at a group and individual level allows us real-time access to where we are against sales targets. Who in the sales team is achieving target and more importantly who isn't. Ticket Management - Support tickets are now auto created when a customer sends an email to our support account. The workflow options allow for automatic chasing and updates to go out. The ability to have internal and external notes on tickets and the ability to group certain tickets. The ease of raising one off invoices for equipment or labour charges. The Outlook integration - allowing you to manage your tasks and diary from CW.,Reporting is limited - Need to be able to report easily on recurring and one-off revenue and GP (currently they are bundled together). No UK based telephone support. The implementation was poorly managed. The salesman/consultant claiming 12 hours implementation would be sufficient. The CW university is not very good or relevant.,7,Manage Clients Manage Multiple Locations Manage SLAs Manage Time Tracking and Billing,Our software costs have increased considerably since implementing CW. Our reporting capabilities have increased considerably, allowing for better sales, project and service management,We haven't utilised the user community properly. We visited Air IT as part of the selection process and also attended one of the sales/user groups in London during the selection process. IT Nation is too expensive and too long at 3 days and £1,000 (although the price seems to half as the event draws closer and they need more bums on seats).We need to make more use of the user community over the coming year as we continue on our continual improvement roadmap.,Microsoft Dynamics CRM, Brightpearl and Manhattan Omni-Channel Central Solutions,2,7,7ConnectWise!We use ConnectWise for every aspect of our business across all departments: service tickets, project management, sales tracking, time tracking, inventory, billing, etc. It allows us a centralized place to have all of our work being done and it integrates with our other ConnectWise products (Sell, Automate, Connect).,Time tracking. Integration with our other products (Sell, Automate, Connect). Workflow automation. Renewal and asset tracking.,It can be somewhat slow. It isn't the prettiest. It is better for service, not for sales. Sometimes feels too bloated because it does so much.,8,Manage Clients Manage Projects Manage Multiple Locations Manage SLAs Manage Time Tracking and Billing Manage Scheduling and Dispatch,It allows us to be much more accurate with billing, especially from a technician standpoint. Everything is tied together and in one system, making things much easier. Dispatching is easier. Sales lead tracking is easier.,We attend IT nation and local user groups. Very beneficial.,Autotask, Kaseya IT Center and Kayako,9,8,8,8,8Connectwise is Perfect!The whole organization uses Connectwise. We use it for tracking tickets with clients and to allocate time and resources spent on fixing those tickets. We use it for project management and to track resources spent on those projects. We also use it to manage client PC/network inventory.,Time allocation to tickets worked. Very easy to update a ticket and say how much time you spent on that issue. Nice user-friendly dashboards & reports. Helps you see where most of your time is being spent. Keeps track of client data & inventory. Which you can then tie to tickets as issues come in for them.,Honestly, for what I need and how I use Connectwise I do not see a need for improving it. It works perfectly for me.,9,Manage Clients Manage Projects Manage Time Tracking and Billing Manage Scheduling and Dispatch,Definitely more accurate time/resource allocation Better understanding of which clients have more issues and why Offers good communication between me and my clients.,I personally do not use them. We have a user in-house that does then updates the team.,,8,9ConnectWise can connect a lot together!Connectwise manage is used across multiple departments. Initially, we only migrated single elements (service desk) and later on, we were able to switch other departments to it too. Additionally, after buying another company out, their processes were integrated into ConnectWise too, unifying the processes across the organization.,Timekeeping and expenses - easy to assign time to tasks and mobile app allows for quick upload of receipts. Integration with other automated systems, currently our IT monitoring system is linked to CW and any issue flagged by it is automatically creating (and closing if self-resolved!) tickets for servicedesk. Fully web based - there is a desktop client but since one of recent patches the web client looks exactly the same and allows for quick access to CW from pretty much anywhere with no fuss. Really convenient!,Missing options for two factor authentication with more common systems, hoping for this to be added soon! Frequent patching is recommended due to amount of improvements and fixes, not necessarily a bad thing but carries an additional overhead of testing and implementation time. As any bigger system it takes time to get used too, which can cause the initial settling in time to be a bit longer.,8,Manage Clients Manage Projects Manage SLAs Manage Time Tracking and Billing,ConnectWise allows for better management of teams and much better timekeeping which results in increases efficiency. Keeping track of expenses reduced the overhead of admin team (no more bags of paper receipts !!!). Third party tool integration automated lots of tasks, instead of engineers checking email reports or monitoring consoles, they simply get tickets assigned and can work on them as those are auto-logged by ConnectWise. That's hours of time saved per team member.,I am not an active community member and have not used this much. I am aware there is a vast knowledge base, forum and update request page which seems to work well (one of my suggestions got implemented in pretty much next patch).,ServiceNow,8,9A very well integrated product with several strengths but is somewhat lacking as a CRM which will fit many SMB complete office needs.We currently use ConnectWise as the central service, ticketing, time keeping, billing\invoicing, configuration, project and opportunity management product across our entire organization. Most recently we are adopting use of the reporting and dashboarding functionality added in v2015.As an all in one product, ConnectWise facilitates the ease of maintaining both historical and relational information for our customer delivery from opportunity origination through billing. Having a unified database which contains information regarding the various aspects of our company also provides easier retrieval of the BI we need to successfully maintain and grow our business.,Service Ticketing- Intuitive interface provides time tracking, service details, inter-relational references to configuration, agreements as well as a concise audit trail of associated activities. Workflow Rules- Flexible workflow rule creation allows for auto-functional event based activity such as resource assignment, board moves, email notifications and more for service ticketing, configurations and agreements. This is useful for service tickling as well as important event notification such as impending warranty and agreement expirations,CRM- The CRM aspect is not the strongest element of ConnectWise and could use improvement in both functionality and performance. Time outs are experienced on several database queries within this module which often frustrates our CRM users.,8,Better business intelligence has assisted us in making critical business decision regarding service, sales and operational aspects of our company. Faster service assignment and intelligent resource management reduces time for service delivery. Closed loop information systems provides additional levels of customer service required by our clients.,,83,Implemented in-house Professional services company,7,10,7ConnectWise: The closest thing to a silver bullet for IT Service operations managementIn many ways, ConnectWise is the lifeblood of our organization. It allows the various divisions to function in unison. From finance to procurement and from sales to service, ConnectWise keeps everyone on the same page while at the same time automating many mundane tasks and helping to hold everyone accountable.,Service Request Managment Workflow Automation Service Management Integrations Agreement Managment Operational Finance Management and Integration CRM,Project Management - It's good enough, but needs improvement. Email Connector - While it works 100% of the time, there are fundamental issues with the way that it handles emails. Rule of thumb for me: If you have to train the users your supporting to use your system, it's too complicated or not ready to support them. Calendar Sync - Since a calendar invitation has no way of knowing who you made an appointment with in your calendar, it syncs it as a generic activity. However, the ability to manage your calendar in concert with invitations from within ConnectWise is conspicuously missing.,9,Increased customer service efficiency Agreement Management dramatically simplified and consistent One central tool for operations management,,9,8
Windows, Mac
ConnectWise Manage
215 Ratings
Score 8.1 out of 101
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ConnectWise Manage Reviews

ConnectWise Manage
215 Ratings
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Score 8.1 out of 101

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Graham Green profile photo
November 20, 2017

ConnectWise - Great System - Terrible Implemenation

Score 7 out of 10
Vetted Review
Verified User
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Online Training

2
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.
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Brian Hopper profile photo
November 09, 2017

ConnectWise!

Score 8 out of 10
Vetted Review
Verified User
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Online Training

8
They have a lot of trainings for specific functions within Connectwise Manage. CW Manage has a lot of different module and feature, so going in depth in all of the training is very helpful.
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October 01, 2017

ConnectWise can connect a lot together!

Score 8 out of 10
Vetted Review
Verified User
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Online Training

8
Training courses are well ordered and divided into specialties which in my case focused on the engineer path. From not knowing much about the system I have been able to grasp the core functionality in less than one day, plus the training was free and available as smaller batches which meant not having to sit it for 5 hours in one block..
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Feature Scorecard Summary

Organize and prioritize service tickets (60)
8.2
Expert directory (31)
6.4
Subscription-based notifications (38)
5.7
ITSM collaboration and documentation (44)
6.1
Ticket creation and submission (60)
8.4
Ticket response (59)
8.6
External knowledge base (43)
6.8
Internal knowledge base (50)
6.7
Customer portal (56)
7.0
IVR (13)
5.3
Social integration (21)
5.8
Email support (55)
7.5
Help Desk CRM integration (50)
8.4

About ConnectWise Manage

ConnectWise Manage calls itself a business management platform for companies that sell, service, and support technology. According to the vendor, the product supports 110,000 users and helps them achieve greater accountability, operational efficiency, and profitability. The platform is cloud-based and integrates business-process automation, help desk and customer service, sales, marketing, project management, and business analytics in order to streamline a company's operations.

ConnectWise Manage is the hub of the ConnectWise suite, a set of solutions for technology solution providers that aims to give an end-to-end view and total control over their business.

ConnectWise also gives its users access to a network of ideas, experts, and solutions. ConnectWise has been in business for more than 15 years.

ConnectWise Manage Features

Incident and problem management Features
Has featureOrganize and prioritize service tickets
Has featureExpert directory
Has featureSubscription-based notifications
Has featureITSM collaboration and documentation
Has featureTicket creation and submission
Has featureTicket response
Has featureAutomated responses
Has featureAttachments/Screencasts
Has featureSLA management
Self Help Community Features
Has featureForums
Has featureExternal knowledge base
Has featureInternal knowledge base
Has featureQ and A
Has featureSurveys/polls
Multi-Channel Help Features
Has featureCustomer portal
Has featureLive help chat
Has featurePhone support
Has featureIVR
Has featureCall scripting
Has featureSocial integration
Has featureEmail support
Has featureHelp Desk CRM integration

ConnectWise Manage Screenshots

ConnectWise Manage Integrations

QuickBooks Desktop Enterprise, QuickBooks Online, QuickBooks Desktop Pro, ConnectWise Sell (formerly Quosal), ConnectWise Automate (formerly LabTech), ConnectWise Control (formerly ScreenConnect), ConnectWise Sell (formerly Quosal), ConnectWise Automate (formerly LabTech), ConnectWise Control (formerly ScreenConnect), ConnectWise Sell (formerly Quosal), ConnectWise Automate (formerly LabTech), ConnectWise Control (formerly ScreenConnect)

ConnectWise Manage Competitors

ConnectWise Manage Customer Size Distribution

Consumers
0%
Small Businesses (1-50 employees)
80%
Mid-Size Companies (51-500 employees)
20%
Enterprises (> 500 employees)
0%

ConnectWise Manage Support Options

 Paid Version
Phone
Live Chat
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

ConnectWise Manage Technical Details

Deployment Types:On-premise, SaaS
Operating Systems: Windows, Mac
Mobile Application:Apple iOS, Android
Supported Countries:United States, Australia, New Zealand, United Kingdom
Supported Languages: English