A very well integrated product with several strengths but is somewhat lacking as a CRM which will fit many SMB complete office needs.
- Help Desk, Ticketing, Project Management, CRM, MarketPlace, Product Integration, Billing and Invoicing
Overall Satisfaction with ConnectWise
We currently use ConnectWise as the central service, ticketing, time keeping, billing\invoicing, configuration, project and opportunity management product across our entire organization. Most recently we are adopting use of the reporting and dashboarding functionality added in v2015.
As an all in one product, ConnectWise facilitates the ease of maintaining both historical and relational information for our customer delivery from opportunity origination through billing. Having a unified database which contains information regarding the various aspects of our company also provides easier retrieval of the BI we need to successfully maintain and grow our business.
- Service Ticketing- Intuitive interface provides time tracking, service details, inter-relational references to configuration, agreements as well as a concise audit trail of associated activities.
- Workflow Rules- Flexible workflow rule creation allows for auto-functional event based activity such as resource assignment, board moves, email notifications and more for service ticketing, configurations and agreements. This is useful for service tickling as well as important event notification such as impending warranty and agreement expirations
- CRM- The CRM aspect is not the strongest element of ConnectWise and could use improvement in both functionality and performance. Time outs are experienced on several database queries within this module which often frustrates our CRM users.
- Better business intelligence has assisted us in making critical business decision regarding service, sales and operational aspects of our company.
- Faster service assignment and intelligent resource management reduces time for service delivery.
- Closed loop information systems provides additional levels of customer service required by our clients.