Item: ConnectWise PSA
Rating: 10
Author: Karl Bickmore

Overall Satisfaction with ConnectWise

Use Cases and Deployment Scope

We use Connectwise in all aspects of our business. We use it as a support ticketing system, documentation tool, sales management, marketing, invoicing, workflow automation, process documentation tool, quoting, inventory management, procurement, AR, etc.

Pros and Cons

Pros

Connectwise if very good at workflow and process management. You can create process and paths in your organization which then are executed with consistency and excellence.
They have a really good API so we can leverage integration with our other vendors for automation in monitoring, management, billing, etc.
Connectwise has an amazing online forum and community meetings. The best practice sharing and help you can get is unbelievable.
They have an excellent online university for training my staff.
They do a great job in helping me with my billing. Our monthly agreement billing can be done in minutes instead of hours and days.
They have some great new tools coming out for cloud management and change management. They are very innovative.
The IT Nation show they do every year in Florida is the most amazing industry event you can attend.

Cons

For IT providers with multiple locations and over 50 employees, the permission setup is more difficult than it should be.

Return on Investment

Connectwise has helped us beat our competition time and time again. With it we are able to begin work on issues on average in less than 30 seconds from being called or emailed.
With Connectwise we save the cost of several administrative staff.
We use service templates to run our entire business and it makes us very good at what we do.
We are able to deliver projects efficiently and effectively.

Alternatives Considered

Autotask

ConnectWise shows vision and leadership unlike their competitors. Their community is heads and shoulders above their competition. Their vendor integrations are better. Their workflow management is better. ConnectWise's basic issue tracking and documentation systems are way better as well. Their mobile app is better as well.

Likelihood to Recommend

ConnectWise is good for any service company of any type. It is made for IT outsource providers and works well for any kind. Break-Fix, MSP, Project Centric, Cloud provider, etc. We even have deployed to customers of ours that are in non-IT service based business and they love it.

ConnectWise PSA Feature Ratings

Comments

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