Item: ConnectWise PSA
Rating: 8
Author: Kim Hikichi

Overall Satisfaction with ConnectWise

Use Cases and Deployment Scope

We use ConnectWise (CW) to create and manage tickets, opportunities, sales orders, purchase orders, receiving, and contact management. We also integrate it with a number of third-party solutions to pull those systems into a single console. It is used as our primary tool to track and manage all service and sales across the organization.

Pros and Cons

Pros

Integration with well-established third-party vendors.
Live chat support.
Established as an industry leader in this space for MSP.

Cons

Custom Report Writer is very hard to use and understand.
Project Management modules need to be revamped. Although you can create a project, managing it is slow and clunky so it makes it hard to know what is going on.
It would be nice to have an out of the box "Best Practice" setup configuration. It took several years of us tweaking and changing things to get things set up so that we got the built-in reports from CW to work and report revenues properly.

Return on Investment

Better communication from the sales and project management staff out to the engineers on what needs to be done. All the tasks are described in the associated tickets.
We have better metrics on where our inefficiencies are so we can put processes in place to correct them.
Allows us to communicate much better with our customers about what is being done to resolve their issues and when it will be done.
Account managers now have a central spot to go back and look at ticket info to justify agreement changes or resolve disputes.

Alternatives Considered

Autotask and BillQuick

It was so long ago I don't recall the exact reasons but I do remember that flexibility was an issue with Autotask and BillQuick was more or less just a billing system and did not do everything we were looking for.

Likelihood to Recommend

In the MSP space, there are so many products on the market and you need a solution that actively pursues integration with the best of breed products. It is almost imperative to have a central console where everything reports to so your techs can keep their heads above water. ConnectWise has its issues, but the important part is they actively work to correct and improve them and they also keep on banging the bushes to find other tools and services to integrate with. ConnectWise has become one of the top solutions in this space so vendors are now building solutions and talking to ConnectWise right away to integrate with them.

ConnectWise PSA Feature Ratings

Comments

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Lesley Meunier
commented 8 years ago
Thank you for your honest feedback. We are always working to improve our user interface and experience, and will take your feedback to the appropriate department.

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