ConnectWise may require a significant investment... but you can't run your MSP without it...
Alex Farling | TrustRadius Reviewer
November 20, 2018

ConnectWise may require a significant investment... but you can't run your MSP without it...

Score 6 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Manage

ConnectWise Manage is the backbone of our IT managed service provider. We use it for ticketing, invoicing, procurement, and sales. While there is no way we could run the company without it, the product is certainly the 800lb gorilla that we have to learned to live with. Once you sign up for ConnectWise, they will try to sell you their whole suite of products, and before you know it you'll be spending more with them than you're taking home...
  • Ticketing - rock solid, keeps good history, and transitions to invoicing smoothly in most cases.
  • Integrations - Integrates to more IT products than any other PSA platform on the market.
  • Expense Management - allows us to reimburse employees for expenses quickly and accurately.
  • Sales - even with plug-ins to tools like ConnectWise Sell or QuoteWerks, the product lacks any sort of prospecting integration. It's VERY hard to run a sales team in this tool.
  • Dashboards - this should be a permission to play product by now, but third party products are required for business analytics.
  • Commissions - you can't pay your people using the CW commissions functions.
  • Calendar - as a business owner, the product doesn't let you see your life in one place. It separates Sales Opportunities/Activities from Tickets and Project tickets to a point that you operate in little Silo's and can't see your life in one place.
  • Customer interaction - even though we have closed loop ticketing (tickets update clients with emails when we work on them) the client communication stinks for things like Projects. An integration with Trello or something would go a long way - but why should I need that when the product is supposed to handle customer facing projects?
  • The Client Portal is hideous... (they are working on a new one).
  • Manage Clients
  • Manage Projects
  • Manage SLAs
  • Manage Time Tracking and Billing
  • Manage Scheduling and Dispatch
I have covered some of this already... We get a lot of insight from CW into how our overall financial engagement with a single client is going, but it drops the ball on things like communicating with a client where we are on a project - we find ourselves going back to spreadsheets...

dispatching is tedious, but all the tools are there to do it right! The product certainly helps us capture and bill for time that was being lost before we bought it...
  • Better visibility into client lifetime value and margins
  • Better time tracking and higher accuracy on invoicing
  • Historical information on client relationship that we never had before it...
ITN and User Groups are fantastic - you always come home with a wealth of new things to fix, clean up, or implement in your organization...

University is a little bland, but my team uses it a lot and finds value in it... The type of content it has would be difficult to present in an exciting fashion, so this is probably par for the course across the industry...
I was honestly coerced into it by my peer group at the time... but it was the right decision. We transformed from a break/fix to a Managed Services business and probably couldn't have made that transition without ConnectWise or some other tool like it. It allowed us access to tools and community knowledge that we just didn't have before....
You have to have it (or something like it)... it keeps us from a significant amount of duplicated effort converting technician work time into billable time, and probably catches a lot of time that was lost before we had it... but you find yourself fighting with the product to make it perform a function, instead of it being straightforward and intuitive...

ConnectWise Manage Feature Ratings

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