CoreComments
February 03, 2017
CoreComments
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with ConnectWise
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.
- Integration with well-established third-party vendors.
- Live chat support.
- Established as an industry leader in this space for MSP.
- 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.
- 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.