A very well integrated product with several strengths but is somewhat lacking as a CRM which will fit many SMB complete office needs.
Updated April 27, 2016

A very well integrated product with several strengths but is somewhat lacking as a CRM which will fit many SMB complete office needs.

David Pavuk | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

2015.2

Modules Used

  • 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.

Pros

  • 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

Cons

  • 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.
At the time of our selection Connectwise was the easiest to implement and most complete package we could find to meet our needs.
ConnectWise is well suited to a number of environments but is probably best at targeting the SMB market. At nearly 80 users we push its limits a bit. I would not recommend its use in larger enterprises due to performance and somewhat limited integration issues.

Using ConnectWise

83 - Sales, Service, Management and Subcontractors

ConnectWise Implementation

  • Implemented in-house
  • Professional services company
We are a professional services company so we did the work in house with some help from ConnectWise.

ConnectWise Training

ConnectWise Reliability

The CW PSA is extremely stable and has very little incident of needing reboots or the like.
Some tab for certain areas load speeds could be better. Dashboards can load slowly when they reference multiple reports. Some reports can load slowly based on the tables and views they are accessing. At times the SQL queries being performed in the background can actually timeout and a tab or screen will fail to load.

Comments

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