ConnectWise isn't just for SMB
September 13, 2016

ConnectWise isn't just for SMB

Ryan Meyer, CISA, CISSP | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise

ConnectWise is a full business management system beginning with CRM and leads/opportunities into sales orders and procurement into billing. (you will still need a full accounting package but it will likely speak with it out of the box). It provides time tracking, expense tracking, service desk management, project management, configuration management, and on-going marketing. Different departments within our company leverage different aspects of these systems.
  • The ticketing module is one of the best on the market.
  • There is a good amount of customization that can be done out of the box with no programming experience or staff needed.
  • ConnectWise is one of the best vendors I have ever worked with. Their staff truly cares and works to integrate with their partners at all levels.
  • The database is very "clean" and well organized allowing one to do extensive reporting without extensive research or knowledge.
  • While ConnectWise offers solutions to manage all aspects of your business, they aren't all best in class. (it's a best in suite solution). The marketing module is a good example of where time could be spent to provide addl. functionality, although that is something they're actively doing.
  • Because ConnectWise offers SO much - I would strongly recommend a SME on-staff to make the most of the program. Changes in one "area" may inadvertently affect another.
  • Their "email connector" for the ticketing does leave a bit to be desired. While the ticketing module itself is leading, their peers seem to have built out or expanded on the email intelligence.
  • The best in suite approach has led to significantly improved operational efficiency.
  • The simple database has allowed us to build policies and manage by exception - alerting managers when departments fail to follow best practices - rather than forcing them to micromanage.
  • The out-of-the-box with-some-customizability approach to ConnectWise significantly reduces the overhead required to implement versus competing solutions. The suite approach means we don't have to maintain as much middleware.
In 2016 - I'd consider ConnectWise's two primary competitors to be Microsoft Dynamics CRM and Salesforce. (their competitors used to be smaller, industry focused). Although neither, alone, do what ConnectWise does, both have a large market of add-ons which allow similar (if not better) functionality. The burden of having multiple vendors, in-house development, etc. to attain said functionality is not appealing to us at this point.
ConnectWise was initially built for MSPs and VARs and it is extremely well suited in those arenas. We've found, however, that it is actually quite versatile - I've met peers using ConnectWise in industries ranging from video marketing to commercial cleaning. While it may not be designed for those markets, they've found at least a feature or two which led them to choosing ConnectWise over a line of business specific competitor.

ConnectWise PSA Feature Ratings

Organize and prioritize service tickets
Subscription-based notifications
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Social integration
Email support
Help Desk CRM integration