ConnectWise from a Service Delivery Perspective
April 05, 2014

ConnectWise from a Service Delivery Perspective

Adrian Kwitkowsky | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction

We currently use ConnectWise to manage all aspects of our managed services business. Though my primary use of it is within the service department, we use ConnectWise projects and finance pieces as well, and utilize the in-depth reporting features both internally, and with third-party software that pulls data from ConnectWise.

As the service delivery manager, ConnectWise allows me to create incredibly detailed configuration item entries for all hardware deployed in the field. These items begin their life as the Project Team on-boards a new client. Documenting every known piece of information about client hardware increases the effectiveness of the service desk, as we have all the information we need to start troubleshooting, as well as seeing a detailed history of the device.
  • ConnectWise allows for extremely granular detail for documentation of client environments. Photos/diagrams can be attached to further supplement the text input fields.
  • Seamless integration between CW and MS Outlook is priceless. Scheduled tasks in CW block out Outlook Calendar times, and alert technicians when their next task is due.
  • Kaseya, our other primary software, populates ConnectWise with information from workstations out in the field. Not only does it create configuration items, but it also updates those automatically with the machine audits that are conducted by the software, making ConnectWise the go-to software for all information about client environments.
  • It would be beneficial if attachments within ConnectWise could be opened by the software itself. An example is, a client emails in a screenshot of the error they're having. CW will not have a placeholder mark or any indication that there is an attachment. One needs to download and open the originating email in order to see the attachment/contents
  • Similar to the first point, items that are attached to configurations such as PDFs, photos, and diagrams, need to be downloaded and opened on the computer. Technicians in the field who jump on to CW at a client site may not be able to access the needed information since the workstation they're utilizing may not have the appropriate software installed. A built-in previewer for even just PDF or JPG would save time.
  • My most requested feature for CW to implement would be a way to clearly denote VIP or C-Suite clients within the system, so that dispatchers are made immediately made aware that this user is to be dealt with accordingly.
  • With a thorough and detailed implementation of configuration items and work types/subtypes, CW certainly increases service desk efficiency.
I have not been exposed to anything in ConnectWise thus far that would make me look elsewhere for a PSA solution. It's certainly met my needs to this point. Any issues that I may have noted with the software are trivial in comparison to the benefits, and I don't anticipate the need to even explore moving to another platform anytime soon.
Overall, between large-scale projects, and day to day service, I have not found a scenario that ConnectWise was unable to handle. Though I have had, lets call it 'minimal' exposure to other PSA software, I have been extremely pleased with the functionality of CW from a service and project standpoint, and would not hesitate to recommend it to a friend or colleague.