Good, but not for Human Resource Functions
February 27, 2018

Good, but not for Human Resource Functions

Glen Gehrkens, PHR, SHRM-CP | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Manage

ConnectWise (CW) is essentially our ERP system and every department in the company uses it in some form. Its main uses for us are tracking billable time for technicians, tracking job costs, burden rates and we have integrated with some other software like CW Sell. I personally can speak best to how CW works in a human resources capacity, which includes employee profiles, time sheets, PTO management, etc.

Pros

  • Job costing, reporting and quoting.
  • All encompassing system the entire company can use.
  • Integration with QuickBooks for invoicing.

Cons

  • PTO tracking and management is burdensome.
  • No payroll integration with QuickBooks for time sheets and PTO.
  • Reporting is quirky, difficult to learn.
  • Billable time tracking much easier.
  • Transparency into project costs.
  • Definitely think positive ROI on CW at this point (2 years implemented).
I have never used a software like ConnectWise Manager before, so I can't compare it to anything. I can compare certain HR related features like time keeping and PTO tracking, which does not stack up to "true" tools that manage these functions (ADP, Ceridian, etc.). I was not involved with the vendor selection process, as the decision was made before I was hired.
CW is well suited for the core areas it was developed for and I think it would work fine in small or large organizations. Tracking job and project costs, time on jobs, billable time, etc. are the strengths. It's not in any way an HR friendly program and you will need to customize things like time sheets, payroll integration and PTO. It is definitely not a replacement for an HRIS or payroll system. Also, because it is such an all encompassing system, it takes some time to learn all of the features.

ConnectWise PSA Feature Ratings

Incident and problem management
6.0
Organize and prioritize service tickets
6
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
6
Ticket response
6
Self Help Community
7.0
External knowledge base
7
Internal knowledge base
7
Multi-Channel Help
7.0
Customer portal
7
IVR
Not Rated
Social integration
Not Rated
Email support
Not Rated
Help Desk CRM integration
Not Rated

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