ConnectWise Manage is Simply the Best for MSPs
July 21, 2017
ConnectWise Manage is Simply the Best for MSPs
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with ConnectWise Manage
We use ConnectWise Manage for our help desk ticketing system in interacting with our customers, invoicing, time sheets, calendars, marketing and sales tracking, sending out monthly newsletters; we recently integrated with an app that tracks our phone calls and attaches to our tickets. Our entire organization uses ConnectWise, from Training to the Help Desk to Sales and Marketing.
- We particularly like the ticketing system for our help desk, and how it keeps track of billable/non billable hours. This helps at the end of the month for invoicing and for seeing where we may need to tweak our contracts with our clients.
- The Workflows also make my job must easier and tasks that much easier to manage. The automation is great.
- The integration of different application, such as having our help desk calls attached to tickets is an added benefit so that we can better keep track of our time spent with customers.
- The worst part is the procurement process and lack of integration with vendors. We have to manually enter serial numbers for shipped products.
- The integration of our phone system with ConnectWise Manage allows for more accurate billing and time management reporting on our support desk tickets.
ConnectWise Manage is a far superior product to Salesforce and to Autotask in many ways. First, neither has the ability to integrate with other software programs like ConnectWise does. This integration makes working with Connectwise so much easier, as we do not have to duplicate our efforts in two or three different systems; they simply flow one into the other. Secondly, ConnectWise has the client concept of "Cradle to Death." In other words, ConnectWise handles the client from inception as a marketing lead to on-boarding to project management to billing to departure, if that be the case. The other two CRMs that I used did not go to the level of detail that ConnectWise does nor from such a depth perspective. Connectwise is continuously working to improve its product and add new features to make it better. My experience with the others was not in that vein.