ConnectWise and me
Updated March 16, 2017

ConnectWise and me

Farrell Lusher | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • Web

Overall Satisfaction with ConnectWise

ConnectWise is used by all members of our company. It is used to track time, client trouble tickets, as a CRM, billing and client reporting.
  • For us, the number one thing is ticketing. We receive trouble tickets via emails or from our RMM. Those tickets go to our dispatch portal where we sort through them and then assign them to the right person to respond.
  • Our sales team will use the CRM function and it does a pretty good job. You are able to track all leads and I am able to see at what stages they are at. I am also able to see where the leads are coming from to track what campaign they are associated with.
  • Time tracking is also very important. We have a very detailed report that allows us to see where we are spending our resources. We also see how we are spending those resources in relation to what we are billing our clients.
  • Reporting has always been an issue. I know they have come out with new reporting features but I have not worked with them yet.
  • ConnectWise has really helped with increased employee efficiency. Staff members are able to go from one ticket to the next without having to pick and choose what they are going to do.
  • We are able to track the time and see how much time we are spending on each clients. We are also able to see at what level of experienced engineer is spending on which task.
Before ConnectWise we were using a tracking program that we made. It was pretty good at tracking trouble tickets and then billing the clients, but it can not even compare to all the ConnectWise offers.
ConnectWise is well suited for any managed services provider (MSP) or any other type of company that works on tracking time of staff and receives trouble tickets.

ConnectWise Support

Using ConnectWise

ConnectWise Reliability

We use the cloud version of ConnectWise and in the last 5 years it has never been down for us during business hours. I can only recall 1 time when it was not available during off hours when we wanted to use it.