Overall Satisfaction with ConnectWise Manage
ConnectWise Manage synergizes all facets of our organization, improving efficiencies and billing. We live and die by it.
- Flexibility of workflows
- Simple Intuitive GUI
- Tracking and incident documentation and communication
- Great user engagement
- Support is sorely lacking in response time and quality of resolution. The ConnectWise team is very quick to wash their hands of issues that may involve a little more digging.
- Nickel and diming for extra modules.
- Each silo in the ConnectWise Suite seem to have no clue what the others are doing or how it affects their departments and the client base.
- Greatly reduced the incidents of tickets falling through the cracks, contributing to a much higher operational efficiency
- Increased employee/client communication and accountability
- Far more visibility into issues, easier recurring incident investigation
Autotask - very similar functionality, some great additional benefits, We chose CW because there was an on premise solution and there was far more user engagement. As the years have gone on, the support has been waning and Autotask has had positive feedback from peers that have used both. For future consideration - the gap has narrowed.
ConnectWise PSA Feature Ratings
ConnectWise Manage Support
Pros | Cons |
---|---|
Good followup Kept well informed Quick Initial Response | Slow Resolution Problems left unsolved Escalation required Difficult to get immediate help Need to explain problems multiple times Support doesn't seem to care |
Yes - Pretty much never - bug fixes usually take months. We still have some outstanding.
Unfortunately not, although there have been many opportunities over 10 years.