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Connectwise Automate - Tons of power, tons of time spent
August 03, 2018

Connectwise Automate - Tons of power, tons of time spent

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Reseller

Overall Satisfaction with ConnectWise Automate (formerly LabTech)

We used Connectwise Automate for many years. The product handles remotely monitoring PCs & Servers for any problems that match the automation either built-in or created in Automate. The problem solved is monitoring all the endpoints in a way no human could.
  • Remote Control via ScreenConnect is wonderful.
  • Scripting is the best of all RMM products we have tried.
  • The customization capability of Automate beats all other RMM products.
  • Because Automate is so configurable it also requires the most time put into it of all RMM products we have used. It requires a dedicated employee to just managing the product and the services provided by it. Without that dedicated resource, many alerts will be missed (due to configuration issues).
  • Support is not very good. This is a larger scale Connectwise issue.
  • The product is very resource intensive if you host locally. Upgrades are usually pretty buggy and add the need for extra resources.
  • We found VMware and Dell Open Manage monitoring to be very weak compared to other RMM products.
  • We found we were able to provide good monitoring of our customers sites which was an objective. However, that came at a significant time investment that never seemed to be finished.
  • We were able to negotiate a price that worked for us for an up-front purchase which was nice.
  • We found the pricing to be very competitive.
  • Bottom line for us was despite the pros of the product, we found other RMM solutions to be a better overall "value" due to not having to dedicate technicians to maintaining the product.
We prefer Automate to Kaseya for the customization, scripting and the third party integration.

However, we prefer Continuum to Automate for how much time we freed up. We no longer have to maintain Automate services, integrations, etc.

We also have reduced our ticket noise by 70%. This fact alone makes Continuum our favorite.
Connectwise Automate is a good solution if you have a trained technician in Automate available to dedicate himself to the product. If that tech is also trying to support customers most of the day, the Automate maintenance and customization will be left behind and you will suffer from that. This is probably a better choice for larger more established companies that have the ability to dedicate resources.