Connectwise for MSP's. A services management perspective.
Overall Satisfaction with ConnectWise
Connectwise is being used throughout our organization from sales opportunities and project tracking to service tickets, client documentation and financial reporting
Pros
- ITIL based strategy. Helping blossoming MSP's become successful with user Videos and guidance
- Partnering with other companies and products.
- Providing valuable and relative content online and at IT nation.
- Great Staff to support the product
- Investing time into freshening up the interface and training programs
Cons
- Reporting is painful, you must have experience with SQL to provide any sort of meaningful reporting. *Note: This has been addressed with some new reporting functionality within the program*
- Additional charge for mobile versions, given the nature of the software and what it is for, this should be included
- Automatic templates should be easier to populate. i.e. you should be able to have custom fields at the root. or be able to populate questions in detail description on every ticket without entering type, subtype, item or going to the templates, entering a subject line and saving just to blow away the information already gathered.
- Updates to software can cause issues with existing functions.
- Ability to centralize information
- Hold accountability
- Reduce number of dropped balls
This is a good system if looking to assign tasks to tickets. Typical reactive services. Moving into proactive services is a little more grey, that is where reporting becomes so critical. Having the value added vCIO conversations armed with data, is what will sustain MSP relevance in the next 5 years.
Using ConnectWise
Inside Sales, Sales, Remote Tech, Field Tech, Senior Engineering, NOC, Accounting, Procurement, HR, Executive
Admin and Database
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