ConnectWise: The closest thing to a silver bullet for IT Service operations management
Updated August 19, 2015

ConnectWise: The closest thing to a silver bullet for IT Service operations management

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

2014.2

Modules Used

  • Sales
  • Marketing
  • Service
  • Projects
  • Finance
  • Procurement and Inventory
  • Automation
  • Integration and API

Overall Satisfaction with ConnectWise PSA

In 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.

Pros

  • Service Request Managment
  • Workflow Automation
  • Service Management Integrations
  • Agreement Managment
  • Operational Finance Management and Integration
  • CRM

Cons

  • 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.
  • Increased customer service efficiency
  • Agreement Management dramatically simplified and consistent
  • One central tool for operations management
I attempted to implement AutoTask many years ago and had to scrap the project once we realized that it was just not mature enough at the time to support our needs. That was several years ago and I'm sure they have improved since then, but as I've spoken with so many other industry professionals moving to ConnectWise, I am often hearing that the other products don't hold a candle to ConnectWise.
If you are running a Managed Services business, this is hands down the best tool for your business. That said, to be successful at anything, you have to be dedicated to it's success. ConnectWise provides tools for ongoing and systematic improvements through their online university, through the triple partner profits series of web talks and the quick starts on the marketplace. The rest is up to you.

Using ConnectWise PSA

While ConnectWise has room for improvement, it is a constantly growing product that is focused on it's customers needs. The community surrounding ConnectWise is it's largest strength. As with anything, there is no silver bullet that solves all of your problems, but ConnectWise certainly things a little easier.

ConnectWise PSA Training

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