Overall Satisfaction with ConnectWise Manage
We use ConnectWise across our whole business to manage our sales, marketing, and service desk. This includes raising invoices and purchase orders. It also includes service incidents/faults, change requests and service requests. We are about to start managing our projects through CW as well. It's great to have a centralised repository where all our customer agreements (including signed copies of documents) can be found. This enables a smooth and effective handover from sales into delivery and then from delivery into service.
- Opportunity Management - Allows for much more effective pipeline management.
- Sales Management - The ability to enter our sales targets at a group and individual level allows us real-time access to where we are against sales targets. Who in the sales team is achieving target and more importantly who isn't.
- Ticket Management - Support tickets are now auto created when a customer sends an email to our support account. The workflow options allow for automatic chasing and updates to go out.
- The ability to have internal and external notes on tickets and the ability to group certain tickets.
- The ease of raising one off invoices for equipment or labour charges.
- The Outlook integration - allowing you to manage your tasks and diary from CW.
- Reporting is limited - Need to be able to report easily on recurring and one-off revenue and GP (currently they are bundled together).
- No UK based telephone support.
- The implementation was poorly managed. The salesman/consultant claiming 12 hours implementation would be sufficient.
- The CW university is not very good or relevant.
- Our software costs have increased considerably since implementing CW.
- Our reporting capabilities have increased considerably, allowing for better sales, project and service management
- Microsoft Dynamics CRM, Brightpearl and Manhattan Omni-Channel Central Solutions
CW was more geared towards MSPs than any of the alternatives. It's cheaper than Dynamics and Manhattan but the support can be poor and the implementation was abysmal. It's a good system and the implementation forced us to review, improve and document our policies, processes and procedures. Furthermore, it forced us to cleanse all our customer and supplier data.