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ConnectWise RMM

Score8.1 out of 10

32 Reviews and Ratings

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What is ConnectWise RMM?

ConnectWise RMM is built upon the Asio platform and combines out-of-the-box automation coupled with robust automation that IT solution providers can use to deliver customized services to their customers. ConnectWise RMM aggregates both software and human elements, covers the spectrum of do-it-yourself (DIY) and do-it-for-you (DFY) delivery options, and integrates an intelligent automation engine. It’s a solution that reinvents how IT solution providers adopt, interact with and manage their RMM. Key product highlights include:

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Categories & Use Cases

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ConnectWise RMM Key Features

Learn about the best (and worst!) features ConnectWise RMM has to offer, as determined by TrustRadius' reviewers.
Based on 32 ratings of ConnectWise RMM's features
View all ConnectWise RMM features

Top Performing Features

  • Unattended device access

    The quality and reliability of connections to unattended remote devices.

    Category average: 7.6

  • Virtual device access

    The availability, quality, and reliability of remote connections to virtual machines and devices.

    Category average: 8

  • Multiple-display support

    The capability of the product to support users with multiple monitors. For instance, adapting a multi-monitor end-user display to a single monitor.

    Category average: 5.3

Areas for Improvement

  • Patch Management

    Patch management involves acquiring, testing, and installing multiple patches (code changes) to an administered computer system.

    Category average: 8

  • Attended device access

    The quality and reliability of connections to remote devices that are currently attended by an active user.

    Category average: 8.2

  • Activity Monitoring

    The product's ability to monitor the activity of individual users, devices, or other entities.

    Category average: 7.7

Who Buys & Uses ConnectWise RMM

ConnectWise RMM Reviews

What users are saying about ConnectWise RMM.
View all ConnectWise RMM reviews

RMM is a Great Successor to LabTech.

Incentivized
Verified User
Engineer in Information Technology (11-50 employees)

Use Cases and Deployment Scope

I work for a small MSP that has been a ConnectWise customer for a long time. We switched from Labtech to ConnectWise RMM for device management, remote access, event-log alerting, and scripting. The platform gives us excellent insight into the environments we manage. With integrated backup visibility for Axcient, a robust selection of built-in alerts, and an easily navigable platform, ConnectWise RMM has been a great replacement. There are still some things I miss about LabTech, but switching was definitely a step in the right direction.

Pros

  • Excellent search feature with built in keywords that make finding systems easy.
  • Improved onboarding and offboarding of systems (faster than labtech).
  • Improved Scripting (faster than labtech).
  • Built in Auvik netowrk monitoring.
  • Improved visual interface.

Cons

  • Screenconnect is slow to install during onboarding.
  • Domain controllers are no longer easily visible in the Devices view (in LT they were labeled as DC.
  • No Data views (though we are told this is coming).

Return on Investment

  • Change. This is both positive and negative. Enhanced features, but it takes adjustments to find certain information I knew I could get from Labtech.
  • The integrated network monitor enhances network visibility over previous platforms, which is a value-add.
  • Automation. Less disjointed than Labtech; easier to learn and use, even when you are new to the platform.
  • Scripting. Customized scripts are easy to create and test quickly, improving efficiency.

Usability

Alternatives Considered

Kaseya VSA and ConnectWise Automate

Other Software Used

Axcient x360Recover, Axcient x360Cloud, NETGEAR Ethernet Switches

The remote monitoring solution that saved a small mom pop business $$$$ using proactive technology

Incentivized
John BesedicView profile
Owner in Information Technology at Neuvision (1-10 employees)

Use Cases and Deployment Scope

I have been using ConnectWise RMM to manage over 100 computers to make sure that latest updates are installed and that the critical servers and workstation are up and running 100% of the time. My clients can create tickets for support and the automation process is very efficient for us to quickly jump on the computer to fix whatever is needed. It is also very good at identifying computer that are acting suspiciously like they are being attacked by malware of viruses.

Pros

  • Automation of actions that we as IT consultant have to routinely implement.
  • Great ticketing system.
  • A very good proactive instead of reactive tool for my industry.
  • Notifying of strange behavior on the network or on a specific computer.

Cons

  • Cost is always an issue for a small IT company like mine.
  • Some automation processes are not included in this software pack which then leads us to purchase my services from ConnectWise RMM
  • Risk analysis reports would be a great tool to have even though it has some capabilities the customization is difficult and confusing

Most Important Features

  • Monitoring
  • Patch management
  • Reports for my clients
  • Great visibility

Return on Investment

  • reduces downtime for computers that could have been infected with zero day or malware
  • reporting for clients is detailed and shows them that we are ontop of their infrastructure
  • word of mouth of my clients talking to other companies of what we can do has been great on getting new customers

Other Software Used

ConnectWise Control, VIPRE, Cisco Meraki MX, Ubiquiti Networks UniFi, Ubiquiti WLAN

ConnectWise Command - Daily use

Incentivized
Mike Smith
IT Director in Information Technology at BrevAll Technologies, Inc. (11-50 employees)

Use Cases and Deployment Scope

We use the ConnectWise Command daily to support our clients. Mostly there are not any issues using the product. However, when there is an issue, NOC support or Product support is able to take over the issue and resolve it as long as you open a chat or call them. If you email support this issue will linger in the ticketing system.

Pros

  • Notify via email issues with desktops and servers
  • NOC support - Fix and Reboot option - NOC is able to resolve 99% of server related issues

Cons

  • We lost some functionality with LogMeIn after moving to Command - starting services, adding users in the background on PCs
  • Setting up MAC users is not easy
  • resolving existing tickets in the portal - understanding the ConnectWise notes
  • Account Management - Since ConnectWise took over, we have no idea who our account management team is.
  • Patch Management needs more improvement

Most Important Features

  • Centralized Management
  • Back Ground installation of tools
  • Remote access to computers and servers in single pane of glass

Return on Investment

  • Command package from ConnectWise fits mostly with our objectives for our clients in a day to day operations.
  • BDR Package is a great platform to manage Disaster Recover options - Sometimes hard to understand the billing options and plans
  • NOC services for the servers are the best. Support is on top of the server for anything needed.

Alternatives Considered

NinjaOne (formerly NinjaRMM), TeamViewer and SolarWinds Dameware Remote Support (DRS)

Feature-Rich RMM Suite

Incentivized
Verified User
Engineer in Information Technology (11-50 employees)

Use Cases and Deployment Scope

ConnectWise RMM allows our organization to provide remote assistance, monitoring, information gathering and other processes for our clients that wish for us to manage their devices. It allows for a much easier time managing these systems, providing remote support, and generally managing them. We use them for a majority of our clients, and it allows us to more easily (at a glance) review their systems.

Pros

  • Provides lightweight, easy to install software agent to deploy to client devices
  • Robust reporting, including hardware & installed software reports
  • Provides generally stable service for remote access to client devices

Cons

  • The agent service used for RMM access is known to fail, and needs to be restarted on occasion
  • Ongoing UI changes for 2 years, causing confusion where certain features are now located or how they work
  • Needs more documentation

Most Important Features

  • Easy to use remote access to client devices, on-demand
  • Automated OS patching through 24/7 NOC support
  • Automated server alerting, even off-hours

Return on Investment

  • Quickly solve customer issues remotely, saving them (and us) money
  • Patches are tested before deploying, reducing issues caused by new OS updates
  • Dedicated NOC allows for quick response time to server issues

Other Software Used

ConnectWise Automate, ConnectWise Control, ConnectWise Recover

Continuum RMM at a Glance

Incentivized
Dale BradfordView profile
Network Administrator in Information Technology at Leap Managed IT (11-50 employees)

Pros

  • Server monitoring and notification
  • Desktop Patch management
  • Network operation center (NOC) support for projects and issue resolution
  • Internal Help Desk options

Cons

  • Patch testing
  • Desktop Project management
  • Partner Communications

Alternatives Considered

Spiceworks and Autotask

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