A Surprisingly Robust System That Gives Other CRM Apps a Run for Their Money; Ideal for IT Service Providers
Updated December 23, 2014

A Surprisingly Robust System That Gives Other CRM Apps a Run for Their Money; Ideal for IT Service Providers

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

Software Version


Modules Used

  • Sales, Marketing, Account Management, Help Desk and Service Management, Financial Management

Overall Satisfaction

ConnectWise is used across the entire organization. Before ConnectWise, we used 3 different systems-- Microsoft Dynamics NAV (aka Navision) for accounting, homegrown software to manage service tickets, and Microsoft Dynamics CRM to manage customer accounts, sales opportunities, and marketing. Moving to just one system to manage all aspects of the business streamlined our processes and gave us a 360 degree view of everything happening with an account. Also, we were able to better track profitability of our professional service engagements.
  • It allowed us to more effectively measure the profitability of our service engagement and quickly identify offerings that were losing money.
  • It enabled us to become more effective marketers by making it easier to segment our customer and prospect databases by type and interest
  • It allowed us to create workflows that made project hand-offs from sales to service almost seamless
  • Running reports and analyzing data became much easier
  • It gave us much better visibility into the sales pipeline and stuck opportunities.
  • The user interface felt a bit antiquated compared to other CRM systems I've used, like Salesforce.
  • We were able to identify which service offerings were more profitable than others and eliminate the ones that were losing money.
  • We were able to manage service tickets more efficiently which allowed us to solve problems faster and improve our overall customer service rating.
I have used SugarCRM, Salesforce, Microsoft Dynamics CRM and Siebel. From a sales and marketing perspective, ConnectWise does just as good of a job and better in some cases. Pulling mailing lists using a report and assigning activities was much easier in ConnectWise than the other systems.
I no longer work for an IT services company that uses ConnectWise. I work for a company that sells industrial machinery and we are heavily invested in Salesforce.
Financial management and reporting seemed more robust in our other accounting system, Microsoft Dynamics NAV


I found ConnectWise to be intuitive to use, but the interface isn't as "pretty" as Salesforce