It took a while to get here but...
January 09, 2018

It took a while to get here but...

Jennifer Henney | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Manage

We use ConnectWise Manage in all aspects of our MSP business. It functions as our PSA/CRM and we also offer a co-managed service to some of our clients where their internal IT department can use it for their service ticket management. We had previously been using TigerPaw, which was lacking in many modern functions of other PSAs.
  • Automation: With a little planning and elbow grease it's possible to automate much of the day-to-day business like routing service tickets, sending SLA reminders, using tracks and templates to standardize sales and project functions, and more.
  • Integration: Manage integrates with a large number of other products ranging from HR management to RMMs. ConnectWise also has its own suite of products to handle remote support, chat, RMM, quoting, and cloud services.
  • Project Management: The Project module plus templates and workflows make project management organized and automated.
  • Support: There is no way to call and speak to a live person immediately. The quality of support completely hit-or-miss. The rule of thumb is if a support person gives you a noncommittal answer or flat out tells you no, hang up/close and call/chat again.
  • Security at a ticket level: We would love to incorporate more of our HR functions into Manage but the inability to lock things down at a ticket level (and the lack of granularity at the service board level) makes that impossible.
  • Email connector errors: These could be a lot more useful if they had a little more information in them.
  • Manage Clients
  • Manage Projects
  • Manage Multiple Locations
  • Manage SLAs
  • Manage Time Tracking and Billing
  • Manage Scheduling and Dispatch
We were struggling with our previous system because it was clunky and hard to find what we were looking for. Manage lets us see many important details about our clients on one screen and it's easy to drill into tabs to see everything else. Being able to link agreements to certain service boards or configurations has taken a huge headache and made it almost completely automated.
  • It is much easier to plan and track time on everything at a level where we can pull really meaningful reporting to see precisely how our employees' time is spent.
  • We've enjoyed greater operational efficiency all around since we're able to automate so many different aspects. Now we can manage our exceptions rather than having to sift through absolutely everything all the time.
ConnectWise University's courses are good with the very basics of the function of Manage but fell down when it came to using it in practice. The most helpful part of University is the Blueprints section. The forums, particularly the feature request forum, are extremely helpful. Best practices are very few and far between. For an organization just beginning to use Manage it would be helpful to see all the different ways to structure service boards.
We're a medium-sized MSP and it works very well for us. It is scalable to an enterprise level if it is set up with careful thought and consideration from the get-go. It would probably be too much for a 1-5 person shop.

The dispatching and scheduling features are great for a mobile workforce and works well for those departments who push tickets from a central dispatch person or department. For those who use a ticket pulling structure, it works equally well as long as all members have been well trained.

ConnectWise Manage Feature Ratings

Organize and prioritize service tickets
9
ITSM collaboration and documentation
3
Ticket creation and submission
8
Ticket response
9
Internal knowledge base
7
Customer portal
9
Social integration
7
Email support
9
Help Desk CRM integration
9

ConnectWise Manage Support

The front line support techs are wildly inconsistent when it comes to the level of support. Sometimes you get someone who just wants to throw links to University documentation at you, sometimes you get someone who truly tries to understand your issue and confers with peers and managers to find an answer, and sometimes you get someone who just wants to create a ticket and escalate immediately. If you ask three different techs the same question you will probably get three different answers, one of them being, "That's not possible."
ProsCons
Quick Resolution
Good followup
Kept well informed
Less knowledgeable
Problems left unsolved
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Slow Initial Response
Yes - We have demanding clients and high expectations for ourselves as an organization. When this one piece of software runs virtually our entire business we need to ensure uptime and functionality at all times.
Yes - Yes, it was a relatively minor issue that was fixed within a couple of months.
We had some fits and starts and a not-so-great experience getting Manage up and running. We have been able to work with ConnectWise to get us back on track.