ConnectWise Manage, The Olympic Swimming Pool of CRMs
December 11, 2017

ConnectWise Manage, The Olympic Swimming Pool of CRMs

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Manage

We are currently using ConnectWise Manage as our CRM, sales, and IT service board and ticketing system. We use the ConnectWise stack of applications including Sell, Control, and Automate to bring in new clients, and connect to and manage their endpoints. Manage ties the entire stack up and provides a stable place for all of them to connect. Our primary use for ConnectWise Manage is for its ticketing system and multiple support boards for us to manage our workflows when helping clients.

Pros

  • ConnectWise Manage is simply the best at connecting various tools together if you want a one-stop shop for your sales, operations, tech, administration, and other teams to all manage their workflows look no further.
  • ConnectWise Manage is also wonderful for keeping track of who is doing what when. Built-in calendars that connect with Outlook seamlessly keep your resources on time for whatever they may be doing.
  • If you also utilize ConnectWise Automate Manage is an incredibly useful tool for keeping track of all of your managed workstations, servers, printers, firewalls, and other devices with its configurations. This will keep them tied to each client and allow you to keep track of when they expire when they were installed, what their stats are and many other useful items.

Cons

  • Ticketing is a huge room for improvement for ConnectWise Manage. Even though it is a cornerstone of the application it was obviously not the first in thought when the application was developed. It is literally impossible to run a First Call Resolution ticket as you have to fully save a ticket before it will allow you to add any notes or time. Features such as the stopwatch were just recently added and frequently fail if more than one person has a ticket open at a time.
  • ConnectWise Manage does a lot of things and it does them all fairly well however it is just as deep as it is wide making it a monumental task to build out initially. I would highly suggest getting some consulting hours in during setup as you will be dumping plenty of hours into configuring all the minutia of the application.
  • Some of the systems can be easily disturbed by a small change and then tracking down the issue can often take a long time and calls to support, so always be careful when changing settings.
  • ConnectWise Manage has provided us with greater insight into our resource allocation and enabling us to be better able to schedule tickets.
  • ConnectWise Manage has provided us with greater insight into our billable and utilized time and helped us trace when would be the best time for our next technical hire.
  • ConnectWise Manage has provided us with better insight into our project time usage and knowing when we are hitting our correct ROI for larger projects.
I have used ServiceNow in the past and it works incredibly well as just a ticketing system with a built-in KB, however, it never would have been able ot handle our company's workload the way ConnectWise Manage has. This is because ServiceNow is just a ticketing system, it doesn't hook into an RMM or Documentation software, it doesn't handle sales flow very well, nor does it have some of the more advanced workflow features that ConnectWise Manage has.
If you are just looking for a ticketing system and nothing else I wouldn't recommend ConnectWise Manage, however, if you need a Swiss Army Knife of a CRM that does everything and the kitchen sink I would highly recommend it. ConnectWise Manage works best if you have a team of people running different roles. If you have sales, dispatch, techs, admin, and operations all working on a single system then look no further.

ConnectWise PSA Feature Ratings

Organize and prioritize service tickets
7
Expert directory
7
Subscription-based notifications
6
ITSM collaboration and documentation
5
Ticket creation and submission
4
Ticket response
7
Customer portal
6
Email support
8
Help Desk CRM integration
8

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