ConnectWise is the tool you need! When your ready to bring your company to the next level, this is it!
October 26, 2017

ConnectWise is the tool you need! When your ready to bring your company to the next level, this is it!

Carson Hagan, ITILv3 | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Manage

ConnectWise has become the single most integral part of our business systems. It contains everything needed for our business to run effectively and efficiently. I love being able to have a single login to a very powerful system that allows me to manage employees, manage clients, interact with contacts and companies, provide accounting and record keeping. It has all the benefits we need as an MSP and more. We came from a scattered information system using multiple applications and it was challenging at times. Now that everything is working under one roof it allows us to streamline 85% of all our managed service/IT processes from beginning a service ticket all the way to billing it. I am a data-driven individual and enjoy having gobs of information and data to pour over and analyze. It really does provide a 360-degree look at your business.
  • ConnectWise serves as a GREAT Service Desk tool. Being able to aggregate multiple input sources into our ticketing system, define those issues based on an urgency and priority, assigning to the right type of resource and then billing for labor included is something CW is focused around.
  • Being able to use CW as an effective CRM database that is simple and open allows all company employees to search for Company and Contact information. Storing any type of information about a client in CW is as simple as you need it to be.
  • ConnectWise allows all of our IT operations for our Field dispatch division to be managed from a single pane interface that is very intuitive. Being able to get insight into our Field Engineers schedule's is vital for delivering what we promise to our clients.
  • Reporting in CW can be intimidating at times due to the highly detailed and customization of the reports - but provides as much or as little data as you need to generate high quality information.
  • Bulk editing Agreements would be very helpful to have. It can be meticulous and frustrating to have to go through 90+ agreements to edit one small piece of the agreement to match the others.
  • Syncing information from LabTech can be hit or miss sometimes. The issue with this is that when you speak with CW support about it, they refer you to LT Support, but when you speak to LT support, they refer back to CW support. Can be challenging at times when looking for a resolution.
  • Would love to see more ability to change the themes inside the application. In no way related to the overall functionality - would just like to see a different theme than blue/white.
  • Manage Clients
  • Manage Projects
  • Manage Multiple Locations
  • Manage SLAs
  • Manage Time Tracking and Billing
  • Manage Scheduling and Dispatch
ConnectWise has allowed us to move from multiple information systems, into one single application that all departments and employees have transparent access too. That in itself has been the largest most powerful change for our business.
  • ConnectWise has contributed to being more accurate with our Engineers time keeping. Being able to track everything to very granular detail has been beneficial.
  • Pre-planning and recurring service tickets for companies has been a big benefit as well. Love being able to set it and forget it.
  • Having more options on time entries has allowed our Field Engineers to become more granular with the time spent on site. It has allowed us to capture more follow up opportunities to get back in front of the Client to show them.
We used the User Groups heavily in the beginning to learn and get our CW system up and running. We use University on a daily basis for many many things and serves as a great knowledge base to use for getting answers. University by far has been the best resource for training and best practices. I hope one day to get the chance to go to IT Nation but can never find the time!
I have not personally used any other PSA's but have demoed and spoken with people that have used other products. ConnectWise made sense for us because of the integration into our RMM and Remote tools. They continue to build and grow the platform. As far as I'm concerned at this point, there is a reason they are in the #1 spot, and that's because of the robust and growing platform they continue to build.
ConnectWise is suited well for anybody that meets the following criteria:
  • IT Client Base (internal or external clients)
  • Needs Ticketing System for tracking time, details, and assets
  • Managed Service management
  • Billing on monthly agreements
If you need any of those things, ConnectWise is a solid product that delivers.

ConnectWise Manage Feature Ratings

Organize and prioritize service tickets
9
Expert directory
6
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
9
Ticket response
9
External knowledge base
Not Rated
Internal knowledge base
7
Customer portal
7
IVR
Not Rated
Social integration
Not Rated
Email support
7
Help Desk CRM integration
7