ConnectWise runs our business
March 17, 2017

ConnectWise runs our business

Ariel Donahue | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise

We are an IT consulting firm and ConnectWise is the core application that we provide service on. We use it to track tickets, Organization/User data, Assets, Quoting, and invoicing for 300+ clients in SE Wisconsin. We follow the ConnectWise mantra "If it's not in ConnectWise, it didn't happen"
  • Ticket management is awesome and the Workflows are extremely powerful. Workflows help us enforce our procedures as part of using the application.
  • Using ConnectWise with inegration to an RMM like LabTech or Kaseya allows some pretty awesome asset management. Throw in ITglue/BizDox and it's the best documentation platform I've ever worked with.
  • The Email connectors and closed loop ticketing makes keeping clients up to date on their tickets is also very helpful!!
  • Previously it was not very browser compatible and the mobile app was limited. They've made big progress on this, but it's still a work in progress.
  • It's pretty resource intensive, so older systems have a chunk of lag.
  • There is a Stream-lined IT feature that lets you resell client admin accounts so client IT staff can use the board like we do. This feature is great, but very difficult to setup and manage.
  • Manage Clients
  • Manage Projects
  • Manage Multiple Locations
  • Manage Time Tracking and Billing
  • Manage Scheduling and Dispatch
Connectwise is critical to all our IT and client management functions. Client contact info, locations, user data, service agreements, quoting, projects, and invoicing are all handled 100% in Connectwise. We sync our invoice data to Quickbooks for accounting, but the invoices are sent from ConnectWise. The Dispatch portal is where our Client Service Coordinator lives and manages the schedules for all of our resources.

There have been some great improvements to time entry, scheduling, and project management that have made the system even better.
  • There was a time when we didn't use ConnectWise very well and we had a lot of dropped issues and slow response times. As with any business critical app the more you put into it the better the ROI. After a careful redesign of our boards and workflows a few years ago, we've eliminated a ton of avoidable problems.
  • We didn't use a project management program before using CW projects. Once we started using them, we were able to properly track P&L for projects vs normal service.
  • Using agreements for recurring revenue is awesome. Setting up the agreement integration for Kaseya and Storagecraft has made billing a lot easier.
We use the University training courses for new employees. It isn't enough on it's own to get people rocking, but it is a necessary stepping stone before sitting down with someone to see the program in action.

The User groups are critical to finding new and creative ways to use ConnectWise, find solutions to problems that others have already fixed, etc.
We've evaluated several options in the past, but none offered all the features, integration, and control that ConnectWise does. Autotask is the classic competitor that never quite stacked up, while Kaseya BMS is the newer rival that is also short on some features, as well as being a bit new to the market.
ConnectWise is ideal for MSP and IT consulting firms. Some of the features may not be as valuable to internal IT departments, but it would still be an awesome program for them as well. This would be less useful for solo IT guys, but my experience is with the premise implementation and the cloud version may be better suited.

ConnectWise Manage Feature Ratings

Organize and prioritize service tickets
10
Expert directory
7
Subscription-based notifications
5
ITSM collaboration and documentation
3
Ticket creation and submission
10
Ticket response
10
External knowledge base
2
Internal knowledge base
2
Customer portal
8
IVR
Not Rated
Social integration
Not Rated
Email support
10
Help Desk CRM integration
3