ConnectWise Manage - Big or Small, it's the Right Fit
June 29, 2018
ConnectWise Manage - Big or Small, it's the Right Fit
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with ConnectWise Manage
We use ConnectWise Manage to manage all client support requests as well as to track resources across our network of clients. The software enables us to easily track issues as well as document troubleshooting which, in turn, creates the opportunity to identify issue patterns so that we can make changes to how we work (or how a network is configured) to improve the experience of our end-users.
Pros
- Provides the ability to create custom work-types, agreement types, and ticket statuses - the flexibility here is unmatched it other ticketing systems that I've used.
- Allows for effortless creation of reports which show all ITIL standard KPIs.
- Overall customization of work and process flow is unbelievable - it is so easy to make this platform do what you need it to do.
Cons
- They've recently upgraded its looks, but it could be a bit more visually appealing (if you care about that sort of thing).
- The mobile phone app leaves a lot to be desired - it's not very friendly to use.
- Configuration with 2FA is possible but it's not an enjoyable experience.
- We have a much better view of how much time our technicians spend on issue
- Customers are much happier as technicians are now able to communicate effortlessly and thereby preform more competently and consistently
- We've been able to identify competency weaknesses and develop additional training to re-enforce those weaknesses. We're better because of it.
ConnectWise Manage is heads and shoulders above these other options. There's no contest in regards to customization, user management, time tracking, and overall business improvement.
Comments
Please log in to join the conversation