TrustRadius
ConnectWise Manage - For the serious MSPs
https://www.trustradius.com/help-deskConnectWise ManageUnspecified8.1215101
Rob Rotundo profile photo
January 25, 2018

ConnectWise Manage - For the serious MSPs

Score 6 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Manage

We use ConnectWise Manage on a daily basis. We use it to enter everything that we do, from project plans to password resets. We also create quotes through it. It helps us manage our daily schedule using the built in and customizable workflows. Every one of our 21 employees use it. The Outlook calendar integration helps us schedule our days and techs also.
  • Workflows to automatically do things for you, thus leaving out the need for a person to manually make changes and updates.
  • Scheduling works well.
  • Quoting from opportunities to invoicing works well.
  • The reporting is horrendous. Basic reports require some pretty hefty scripting.
  • Updates could be handled better.
  • One of my biggest issues is that if a workflow isn't working, there is no way to know until it's too late and a client asks for status.
  • Manage Clients
  • Manage Projects
  • Manage Multiple Locations
  • Manage Time Tracking and Billing
  • Manage Scheduling and Dispatch
ConnectWise Manage has impacted my ability to manage these aspects of our business by allowing us to manage clients properly and deliver our goods and services timely and efficiently. Our clients can rely on us to get back to them quickly and efficiently. Also allows us to bill easily based on our agreements within ConnectWise Manage.
  • Accurate time tracking
  • Better staffing
  • Greater efficiency especially on larger projects
Our boss goes to IT Nation every year to see what new updates have come out. We implement them if they make sense for our business. The user groups aren't as helpful, but the University is. You can help train your employees using the university and most issues you can think of are already covered in the university.
We used to use Commit. While it was good. Connectwise manage is better as far as keeping track of things and being able to automate a lot of things so that we dont have to remember to do it. Takes the human error out of a lot of issues. We also went with it because we were able to purchase it outright and run it in-house.
ConnectWise Manage works well for medium to larger businesses who require precision and scheduling. It's good for a growing MSP. It's also really good if you have a dispatcher who will schedule things for the techs automatically. This only works if you know precisely how long the jobs will take. Probably less appropriate if your job times differ.

ConnectWise Manage Feature Ratings

Organize and prioritize service tickets
7
Subscription-based notifications
6
ITSM collaboration and documentation
3
Ticket creation and submission
6
Ticket response
6
External knowledge base
5
Internal knowledge base
4
Customer portal
7
Email support
6
Help Desk CRM integration
6