TrustRadius
Why ConnectWise helps our team and our clients Connect!
https://www.trustradius.com/help-deskConnectWise ManageUnspecified8.1215101
Sebastian Abbinanti profile photo
July 27, 2018

Why ConnectWise helps our team and our clients Connect!

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Manage

Every person within our organization uses ConnectWise Manage. We use it to manage our service boards, and for contract administration, CRM, billing and inventory and procurement. As an organization, we are fully committed to using ConnectWise Manage. The Service Boards, SLAs, and configurations help keep us on top of our customer tickets. The workflows and closed-loop communication help us automate meaningful communication to our clients. The Integration with Sell and Automate makes the choice to use Manage a no-brainer.

  • Service Desk, Ticket Management and Closed loop communication is perhaps its best features.
  • We are also pleased with the integration between Sell and Manage. It provides a seamless way to streamline the sales process.
  • The Integration with Automate and Control, specifically the one-click launching once a configuration has been attached.
  • The inventory and procurement module could use some work. It is often difficult to navigate through. A cycle count option would be a great addition as well.
  • More customization would be great especially in the PO emails.
  • The StreamLine IT function, while great, could use some improvement. It is difficult to setup and can at times interfere with other things that we do.
  • The invoices are perhaps the ugliest. A straight forward customizable invoice template, not a report that adds 20 steps to the process, would be a huge improvement.
  • Manage Clients
  • Manage Projects
  • Manage SLAs
  • Manage Time Tracking and Billing
  • Manage Scheduling and Dispatch
ConnectWise Manage helps keep us accountable to our clients. It helps us understand our profitability and allows us to make decisions based on actual data. ConnectWise Manage helps us insure that each customer is being billed correctly. It helps us communicate scheduled events with our clients and provides us with the historical data we need to shorted our solution delivery times.
  • More accurate time tracking
  • Better Billing Practices
  • Better visibility into department efficiencies / inefficiencies.
The Isidore Group tries to participate in every user group event we have access to. We have gone to every IT Nation event since we came on board with ConnectWise Manage. We feed the session and the one-on-one time with ConnectWise Experts in the pavilion to be the best take away. But the food, drinks and entertainment is not too shabby either.
We have tried other and have found ConnectWise the be the best. It is the most comprehensive, offer the best integrations and did not require a complete overhaul of our work flows. We also found the training to be superb and the support, especially the online chat, to be highly responsive and effective.
Every PSA, CRM, RMM, {fill in your own three-letter initialism}, is going to have something that you don't like. ConnectWise is no exception. However, having used some of the bigger names in out there, I find ConnectWise to be the most intuitive and easy to use. I feel the support is really what sets ConnectWise a part from the rest. ConnectWise just provides more to love.

ConnectWise Manage Feature Ratings

Organize and prioritize service tickets
7
Expert directory
3
Subscription-based notifications
8
ITSM collaboration and documentation
3
Ticket creation and submission
9
Ticket response
10
External knowledge base
6
Internal knowledge base
1
Customer portal
5
Social integration
Not Rated
Email support
10
Help Desk CRM integration
8