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https://media.trustradius.com/product-logos/LL/8s/S8BVNTTIZJUF.PNGConnectWise Manage - Hands down the best I've ever experienced!We use ConnectWise Manage to run our entire managed services business. We use ConnectWise to invoice, purchase, ticket, schedule, dispatch, and manage our customers and more.,ConnectWise technical support staff are the best I've ever experienced in my 20+ years in IT!! CW Manage provides an MSP with all the necessary tools to run the entire business. nothing is left out. CW Manage integrations with other MSP applications is very broad. when we look for new tools we only use those that integrate and we've never had a problem finding them. CW Manage continues to improve the product. always pushing forward with new innovations!,I wish that bundled items could be added to agreement additions. I would like to see the "agr_header_recid" field added to the agreement list screen.,10,Manage Clients Manage Projects Manage Multiple Locations Manage SLAs Manage Time Tracking and Billing Manage Scheduling and Dispatch,We have near perfect visibility into time/resouce per client We have a much higher degree of control and visibility of costs Operational efficiency has improved by roughly 33%,We regularly attend the user group sessions and have found them to be of tremendous impact to our growth, innovation and efficiency,,7,2,all of the business in one application business data is relevant and available keeps us competitive flexible fits our changing needs,keep us with employee PTO,streamline IT,10,No,Price Product Features Product Usability Product Reputation Vendor Reputation Positive Sales Experience with the Vendor,no change,No,10,Yes,exceptional support in my mind describes the connectwise support culture as a whole not just one support instance. Anyone can do an exceptional job every so often but few organizations can deliver exceptional support consistently. Connectwise sets the standard for application support!,support desk functions invoicing marketing,report writer,Yes,10,10,10,9ConnectWise and meConnectWise is used by all members of our company. It is used to track time, client trouble tickets, as a CRM, billing and client reporting.,For us, the number one thing is ticketing. We receive trouble tickets via emails or from our RMM. Those tickets go to our dispatch portal where we sort through them and then assign them to the right person to respond. Our sales team will use the CRM function and it does a pretty good job. You are able to track all leads and I am able to see at what stages they are at. I am also able to see where the leads are coming from to track what campaign they are associated with. Time tracking is also very important. We have a very detailed report that allows us to see where we are spending our resources. We also see how we are spending those resources in relation to what we are billing our clients.,Reporting has always been an issue. I know they have come out with new reporting features but I have not worked with them yet.,10,ConnectWise has really helped with increased employee efficiency. Staff members are able to go from one ticket to the next without having to pick and choose what they are going to do. We are able to track the time and see how much time we are spending on each clients. We are also able to see at what level of experienced engineer is spending on which task.,,10,10,10A 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,7,10,7
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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Farrell Lusher profile photo
March 16, 2017

ConnectWise and me

Score 10 out of 10
Vetted Review
Verified User
Review Source

Reliability and Availability

10
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.
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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