Connectwise for MSP's. A services management perspective.
Updated October 21, 2015

Connectwise for MSP's. A services management perspective.

Lance McGinn | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version


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
  • 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
  • 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.
One of the most difficult concepts to implementing a system like connectwise, or any PSA system, is that you might have to change the way you do business. What works for you now may not work if you are trying to make it to the next level. While connectwise has offered some great coaching for MSP best practices, some may not be too receptive and determine the software is needlessly complex. The software is as adaptable as you need it to be; branching out into the A/V market shows how flexible this software can be. Oct 2014 Update, Connectwise is making some advancements in their weaker areas. Specifically Reporting, and a agent base real time customer awareness/chat tool. Two modules can be purchased in addition to the core package. Oct 2015 Update, I am continually impressed on how connectwise is "reinventing" their software. Greater flexibility, customization, and training to use is well received. There are many software applications that stagnate and wither on the vine. Connectwise is not one of those companies. They continue to press forward with new initiatives and partnerships to adopt to a changing technology environment.

Using ConnectWise

Inside Sales, Sales, Remote Tech, Field Tech, Senior Engineering, NOC, Accounting, Procurement, HR, Executive
Connectwise is at the heart of our business. It has "stickiness" and would be difficult to remove or change directions.