ConnectWise: A Love Hate Relationship
March 24, 2017
ConnectWise: A Love Hate Relationship
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with ConnectWise
At Transformyx, we use ConnectWise to manage almost all aspects of our business from quote creation and contract management to service tickets. Our entire team can gain access to a wide array of information about our clients, our business processes and metrics. The only component of our business that isn't covered in ConnectWise is our General Ledger, payroll and payables which is being supported through QuickBooks Enterprise.
- Keeps all the information about a client, their contracts, billing and service tickets in a single place.
- Manages our work flows and SLA's so we can keep our promises to our customers.
- Connects our staff. It's always good when the left hand knows what the right hand is doing.
- Reporting is difficult to manage. Basic reporting functions are not present in the system and the reports that are present don't really give me the information I'm looking for. We have 2 full-time programmers on staff to write and develop reporting.
- You can print customer statements but only 1 at a time. This just doesn't make any sense.
- General Ledger Integration does not support Multiple Locations. We have different regions and I'd like to book revenue into the GL into Regional GL accounts but the system does not support it.
- Positive: Tighter time tracking. Negative: You have to track your time. I say this not to be funny but to underscore that the system only works if you use it properly. It's a cultural change that is sometimes hard to make depending on the type of company culture you have before you implement.
- Positive: It is my memory. When you scale your company you lose the ability to remember everything you need to do and when you need to do it. There are just too many things to keep track of. ConnectWise if used properly will help keep you focused and on track.
- Negative: I'm not sure the people who create ConnectWise actually use the software and if they do the use it in a very very basic manner. There are things that we are having to do with custom reports that have lowered my ROI.
- Negative: Costs. We are nearly 50 people and the costs of Quosal, LabTech, ConnectWise, ScreenConnect and the beat goes on is becoming too high. I think ConnectWise really needs to reconsider its pricing model and start giving larger companies some kind of quantity discount.