ConnectWise - How to stay top dog in a market that changes at the speed of IT
September 11, 2017
ConnectWise - How to stay top dog in a market that changes at the speed of IT
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with ConnectWise Manage
We use ConnectWise as our PSA tool and track all client activities for sales and service.
- It's a very comprehensive and powerful system, if properly implemented.
- It is the market leader in my opinion and what attracted us to CW is the huge user community.
- We like that CW is the big dog and that all new features and third party integrations are usually available to us first before other PSA tools.
- Though CW has done a lot over the past 12 months in regards to UI and user experience, much more needs to be done. It's a little clumsy when navigating menus and certain tasks take extra steps that seem completely unnecessary.
- We use the cloud version and speeds have been atrocious for months. I'm surprised that this has not been addressed. At certain times of day, we are unable to use it. This causes us a lot of grief with the techs as they see it as an excuse to no longer do real-time time entry. We've lost a lot of ground on getting good and timely ticket info.
- Implementation is the most important aspect of being able to successfully use any PSA. We paid for the diamond implementation and then had to pay many thousands more with third party consultants to get things running effectively. We are in the business of making IT work, not PSA tools. I know it's hard to get it right for every unique situation, but more needs to be done to understand the workflow of the current business before forcing us into a setup that ultimately does not work.
- We have seen a much lower loss of inventory, partially due to internal controls, but also due to CW tickets capturing costs easier and more accurately.
- Using some internal reports and several external tools, we have much greater visibility and insight into our KPIs and numbers affecting every day service delivery.
- We feel a lot more assured that we are capturing most of the labor, which in turn results in a better bottom line versus our original paper system or even Autotask, which we used for 5 years before switching to CW.
We used Autotask for 5 years prior to switching to CW. Many of us still miss it after 2 years of CW, but we do feel that we made the right choice. CW consistently improves, has a great user base and tons of 3rd party integrations.