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ConnectWise is a versatile platform that has proven to be indispensable for businesses across various industries. Users have found …
Starting at $35 Per Tech Per Month
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What is ConnectWise PSA?
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…
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Popular Features
- Organize and prioritize service tickets (82)5.050%
- Ticket response (81)4.848%
- Customer portal (74)4.242%
- Ticket creation and submission (82)3.838%
Reviewer Pros & Cons
Pricing
Subscription
$35.00
On Premise
Per Tech Per Month
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://info.connectwise.com/manage/bof…
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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What is ConnectWise PSA?
ConnectWise PSA (formerly Manage) is presented as 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 PSA 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 PSA Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Subscription-based notifications
- Supported: ITSM collaboration and documentation
- Supported: Ticket creation and submission
- Supported: Ticket response
- Supported: Automated responses
- Supported: Attachments/Screencasts
- Supported: SLA management
Self Help Community Features
- Supported: Forums
- Supported: External knowledge base
- Supported: Internal knowledge base
- Supported: Q and A
- Supported: Surveys/polls
Multi-Channel Help Features
- Supported: Customer portal
- Supported: Live help chat
- Supported: Phone support
- Supported: IVR
- Supported: Call scripting
- Supported: Social integration
- Supported: Email support
- Supported: Help Desk CRM integration
ConnectWise PSA Screenshots
ConnectWise PSA Videos
ConnectWise PSA Integrations
ConnectWise PSA Competitors
ConnectWise PSA Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Mac |
| Mobile Application | Apple iOS, Android |
| Supported Countries | United States, Australia, New Zealand, United Kingdom |
| Supported Languages | English |
ConnectWise PSA Downloadables
Frequently Asked Questions
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.
Datto Autotask PSA, Salesforce Sales Cloud, and Rev.io PSA are common alternatives for ConnectWise PSA.
Reviewers rate Subscription-based notifications highest, with a score of 5.6.
The most common users of ConnectWise PSA are from Small Businesses (1-50 employees).
ConnectWise PSA Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 80% |
| Mid-Size Companies (51-500 employees) | 20% |
| Enterprises (more than 500 employees) | 0% |
Comparisons
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Reviews and Ratings
(373)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
- Recommendations
ConnectWise is a versatile platform that has proven to be indispensable for businesses across various industries. Users have found ConnectWise to be a valuable tool for managing projects, service tickets, and sales leads. The software allows organizations to centrally manage customers, assets, and service tickets, making it easier to track and prioritize tasks.
ConnectWise plays an integral role in streamlining operations and enhancing customer support for managed technology services providers. It facilitates communication with both existing clients and prospects, allowing sales teams to effectively manage relationships and monitor project progress. ConnectWise's seamless integration with other software tools further enhances its functionality, making it the central hub for all information.
Furthermore, users appreciate how ConnectWise helps with accounting and finance tasks by requiring timely entry of time and expenses. It assists with project/service billing, sales projection, budgeting, invoicing, and reporting, providing users with a comprehensive solution for financial management. ConnectWise also offers features like scheduling, time entry, ticket tracking, and workflow automation, enabling organizations to organize workflow efficiently, capture lost time, increase revenue, and maintain historical information.
ConnectWise University comes highly recommended as it provides users with a thorough understanding of the software's capabilities. Whether used for CRM, sales management, help desk support, marketing, or inventory management, ConnectWise proves to be a valuable business management system that caters to diverse needs. With its ability to integrate with other products and offer web access and smartphone versions, ConnectWise ensures accessibility and convenience for users on-the-go.
Overall, ConnectWise manages to address the essential requirements of organizations by providing a robust platform for managing clients, projects, finances, and workflows. It has become an integral part of many businesses' day-to-day operations while contributing to enhanced productivity and improved customer service experiences.
User-Friendly Interface: Users have consistently praised ConnectWise Manage for its user-friendly interface, with many stating that it is easy to navigate and perform tasks quickly. The intuitive design enhances productivity and ensures a positive user experience.
Integrated Sales and Equipment Tracking: The platform's integrated sales and equipment tracking feature has been highly regarded by users. It allows for seamless tracking of sales activities and equipment, streamlining the overall sales process. This functionality has received positive feedback from multiple reviewers.
Accountability Loops and Service Ticket Management: ConnectWise Manage is recognized for its ability to create accountability loops both internally and with customers. This feature ensures that all tasks and responsibilities are tracked and completed, promoting efficient collaboration and customer satisfaction. Additionally, users value the service ticket management feature as it helps manage both reactive and proactive tickets, ensuring timely resolution and proactive maintenance. Multiple reviewers have highlighted the importance of these features in their positive reviews.
Outdated and Clunky User Interface: Many users have expressed difficulty with the ConnectWise user interface, stating that it is outdated, clunky, and non-intuitive compared to other CRM systems. They hope for an upgrade to improve the overall experience.
Challenging Reporting Functionality: Users have found ad-hoc reporting and reporting on multiple projects to be challenging. They have also mentioned limitations in the reporting functionality, such as requiring manual exporting of information to gain useful insights.
Lack of Customization Options: Users have expressed dissatisfaction with the lack of customization options for fields, reporting, and views in ConnectWise. They feel restricted by the static nature of the platform and would like more flexibility in tailoring it to their specific needs.
Based on user reviews, ConnectWise Manage users commonly recommend the following:
-
Check integration capabilities: It is important to verify if the software integrates with other tools before making a purchase. This ensures smooth workflows and efficient operations.
-
Allocate ample time for configuration: Users advise setting aside plenty of time for product configuration. This allows for optimal customization of the software's functionalities to meet specific business needs.
-
Seek external support and training: Due to some users' experiences of limited support from ConnectWise Manage, they suggest taking advantage of the courses and support offered by ConnectWise Manage or considering third-party implementation services for successful implementation and ongoing usage.
These recommendations emphasize the significance of integration capabilities, careful configuration, and external support in effectively utilizing ConnectWise Manage.
Attribute Ratings
Reviews
(76-100 of 113)Companies can't remove reviews or game the system. Here's why
- No visibility between teams (sales, operations, project management)
- Efficient ticket requests and processing
- Easy entry of hours, expenses etc
- Very static reporting - cause of outsourcing to another vendor
February 14, 2017
ConnectWise Review
- Server management
- Connectwise has significantly lowered mileage expenses throughout the IT department
February 07, 2017
ConnectWise Opinions....Everyone's got one
- Allows planning and accurate resource allocations.
- Makes it more efficient to track items for different customers wth purchase orders.
- Syncing with Outlook allows more transparency and ability to keep track of appointments in a singular location.
February 03, 2017
CoreComments
- Better communication from the sales and project management staff out to the engineers on what needs to be done. All the tasks are described in the associated tickets.
- We have better metrics on where our inefficiencies are so we can put processes in place to correct them.
- Allows us to communicate much better with our customers about what is being done to resolve their issues and when it will be done.
- Account managers now have a central spot to go back and look at ticket info to justify agreement changes or resolve disputes.
February 02, 2017
ConnectWise - Gotta have it
- Better use of Technical resources
- Streamline our record keeping
- Much more efficient with scheduling
- We are much better at centralizing our documentation
October 03, 2016
ConnectWise, the Lamborghini of CRM; Get addicted to drive
- Better resource planning and budgeting
- Auditing of clients (service orders, time, conversations, etc)
- Increased billing effeciency
- Better client communications
- Better marketing efforts
- Realistic SLA expectations and reporting
- Better visibility on service and profitability for our IT and insurance clients.
- Saved money vs. supporting and developing our own PSA software.
- We continue to evolve our usage as we get more focused on the sales and marketing modules build into ConnectWise so that we can have better insights into our sales processes.
September 13, 2016
ConnectWise isn't just for SMB
- The best in suite approach has led to significantly improved operational efficiency.
- The simple database has allowed us to build policies and manage by exception - alerting managers when departments fail to follow best practices - rather than forcing them to micromanage.
- The out-of-the-box with-some-customizability approach to ConnectWise significantly reduces the overhead required to implement versus competing solutions. The suite approach means we don't have to maintain as much middleware.
- Connectwise has helped us beat our competition time and time again. With it we are able to begin work on issues on average in less than 30 seconds from being called or emailed.
- With Connectwise we save the cost of several administrative staff.
- We use service templates to run our entire business and it makes us very good at what we do.
- We are able to deliver projects efficiently and effectively.
August 05, 2016
Connectwise Ticketing and More
- Our time management has improved 30% over our previous methods
- Our lost time has improved by 10%
- Our follow up is there now where before we had none.
August 04, 2016
Workplace IT Review
- The biggest impact is the ability to communicate everything from within ConnectWise. All details of the communication are in ConnectWise. This has made us WAY more efficient at solving issues.
- We do have more accurate time details and can manage more KPIs on how we are doing so that we can make better decisions on the next 12-18 months.
- The overall thing ConnectWise software has brought is efficiency and it gave us the ability to scale the company. We have been able to add more clients and not as many staff to support those clients.
August 03, 2016
If it is not in ConnectWise it didn't happen!
- Once implemented, we found so much lost time. That was the biggest ROI
- Marketing has saved nearly 8 hours a month in from syncing contact lists by utilizing ConnectWise. That adds up to over 40 hours in a year. HUGE time and money savings.
- Thanks to ConnectWise's CampaignDirector, our company has been able to reduce marketing spend by nearly 2/3s while increasing revenue by 20%
- ConnectWise has allowed us to more accurately sell our engineers' labor, by the use of project templates. We know are able to predict accurately how long certain migrations should take, etc. increasing our ability to sell at an appropriate price.
- 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.
December 29, 2015
ConnectWise MSP
Score 9 out of 10
Vetted Review
Verified User
- Better Tracking of service issues
- Better internal accountability
- More data entry for upper level staff
November 16, 2015
ConnectWise for MSPs
- Better data analytics to identify problematic products and services.
- Increased employee utilization, better resource management.
- The product's workflow automation allows for scalability.
- Directly improves customer service through the closed loop features.
- Indirectly improves service through reporting, which allows us to better know what we do and don't do well.
November 11, 2015
Connectwise - A solid PSA tool
- Utilization metrics from operations has been a great benefit.
- Consistent SLA metrics have been a great benefit.
- Profitability metrics have been a great benefit.
October 21, 2015
Connectwise for MSP's. A services management perspective.
Score 8 out of 10
Vetted Review
Verified User
- Ability to centralize information
- Hold accountability
- Reduce number of dropped balls
August 19, 2015
ConnectWise: The closest thing to a silver bullet for IT Service operations management
Score 9 out of 10
Vetted Review
Verified User
- Increased customer service efficiency
- Agreement Management dramatically simplified and consistent
- One central tool for operations management
March 28, 2015
ConnectWise 2015.2
- Increased employee efficiency
- Accurate time entry/billing for T&M
March 27, 2015
The best PSA for small managed service providers
- Very positive impact on ROI
- Better customer service
- Increased employee efficiency
March 24, 2015
ConnectWise
Score 9 out of 10
Vetted Review
Verified User
- Overall positive impact - allowed for detailed tracking of incidents per company which allowed sales team to evaluate if service contracts were appropriate for given customers.
- Allowed for more precise tracking of projects and tasks, so that fewer items were forgotten when implementing new customers.
March 13, 2015
Connectwise is a great partner
- Great co-branding an marketing tool
- Amazing partner to work with
- Gave the impression that we truly knew the marketplace
March 13, 2015
Connectwise keeps moving forward
- It has streamed lined the way the company does business processing.
March 11, 2015
A quick ConnectWise review
- It's tough to say any since we've had ConnectWise since the start of the company.