Item: ConnectWise Automate
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use ConnectWise within our managed services department and also for our internal IT operations. We use ConnectWise to provide remote support for end users' computers. In additional to remote control capabilities we use ConnectWise for patch management and remote monitoring. ConnectWIse is great since it provides a CRM platform and you don't have to purchase a separate CRM platform.

Pros and Cons

The reporting is great and it shows clients and staff how many issues have been resolved and how to decrease trouble areas.
Great at patch management.
Scripting is one of the thing we use extensively and ConnectWise has great scripts to use and also it's very easy to create your own.
The remote control capabilities are fast and responsive and the bandwidth overhead is minimal.
New features are constantly being added.

Wish is was cheaper. This is a competitive market and they should lower the price to be more competitive.
The GUI needs to be cleaned up and more streamlined. Currently it's a mess.
Tech support could be better.

Return on Investment

We are pleased with ConnectWise since it enabled us to utilize our IT staff more efficiently.
ConnectWise enabled us to find out where the problems are within a network and resolve the issue to prevent repetitive support tickets.
Provides an overhead view of your internal and clients network and makes your trouble shooting proactive vs. reactive.

Alternatives Considered

Continuum Command

We ended up choosing ConnectWise because LogMeIn which is part of Continuum is slow and requires a lot of system resources and the patching is all that great within Continuum.

Support Rating

ConnectWise is great but not perfect. I wish the price was more competitive compared to the other RMM providers.

Key Insights

Do you think ConnectWise Automate delivers good value for the price?

Yes

Are you happy with ConnectWise Automate's feature set?

Yes

Did ConnectWise Automate live up to sales and marketing promises?

Yes

Did implementation of ConnectWise Automate go as expected?

Yes

Would you buy ConnectWise Automate again?

Yes

Other Software Used

Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), Microsoft 365 Business, Microsoft Azure

Likelihood to Recommend

ConnectWise is great for MSPs and internal IT departments. It provides great reporting to see where the problem areas are and how to resolve them. It's great for those companies that have nationwide deployments and help IT departments to resolve end users' issues remotely.

ConnectWise is essential for any IT Department

Overall Satisfaction with ConnectWise Automate (formerly LabTech)