Beware of this one - if you are a bog standard MSP - it might be worth it, but prepare yourself for a long lead in if you are looking to make it work for its money
Overall Satisfaction with ConnectWise Manage
JagFT is a Technology Enablement Specialist NOT a Managed Service Provider. We use ConnectWise Manage, Connectwise Sell & ITBoost for a combined CRM capability (sales, procurement, finance). We do not have an on-premise solution.
- Pre-sales
- Customisation in the cloud - the current capability is poor. Templates, reports, workflows are not intuitive or easy to implement.
- Local presence - it can be very difficult to deal with the time difference - Miami FL, is a long way from Brisbane Australia.
- Basic issues are not easily resolved - a lot of time is spent troubleshooting issues only to find that the simplest answer is the correct one.
- It is very expensive for what you get
- The customer portal is outdated and we don't use it as it is not user friendly.
- Add on products are ok but have all of the same issues outlined above.
- It is very ticket centric, rather than customer centric
- We are unable - after a year of implementing the product to even send quotes with ease.
- The product is not cost effective.
- We have not been able to achieve any objectives from this platform.
- Microsoft 365 (formerly Office 365), MS SharePoint, HubSpot CRM, HubSpot Sales Hub, Microsoft Dynamics 365 Business Central (formerly Dynamics NAV), Salesforce.com and Zoho CRM
We chose ConnectWise Manage because it has integration into our distribution network. This feature is ok but given all of the other issues, we will more than likely be moving to Dynamics.
Do you think ConnectWise PSA delivers good value for the price?
No
Are you happy with ConnectWise PSA's feature set?
No
Did ConnectWise PSA live up to sales and marketing promises?
No
Did implementation of ConnectWise PSA go as expected?
No
Would you buy ConnectWise PSA again?
No
ConnectWise PSA Feature Ratings
Using ConnectWise Manage
6 - Technical
Sales
Finance/Accounts
Sales
Finance/Accounts
We do not know, despite asking this very question. We did not expect, when purchasing a SAAS product that we would need to pay for a full time developer too.
- Increase sales
- Increase profitability
- Simplify and improve internal processes
- None
Evaluating ConnectWise Manage and Competitors
Yes - Hubspot
- Product Features
- Product Usability
- Product Reputation
I would not select ConnectWise Manage.
ConnectWise Manage Implementation
- Third-party professional services
- TIBCO professional services
We used ConnectWise Manage implementation team.
Change management was a major issue with the implementation
- Bugs
- Data import
- Platform setup
ConnectWise Manage Training
Configuring ConnectWise Manage
Don't try it without engaging with a developer.
Some - we have done small customizations to the interface - We have tried to customize the interface, without success.
No - the product does not support adding custom code
ConnectWise Manage Support
Pros | Cons |
---|---|
None | Slow Resolution Poor followup Less knowledgeable Problems left unsolved Not kept informed Escalation required Difficult to get immediate help Support doesn't seem to care |
I don't know. I didn't even know it was a thing.
Yes - No. If a bug is reported, it goes into a black hole.
No. We have never experienced exceptional support.
Using ConnectWise Manage
Pros | Cons |
---|---|
Like to use | Unnecessarily complex Difficult to use Requires technical support Not well integrated Inconsistent Slow to learn Cumbersome Feel nervous using Lots to learn |
- WiseSync is the only saving grace
- Service Tickets
- Templates & Workflows
- Reporting
- Configuration
- Procurement
ConnectWise Manage Reliability
Integrating ConnectWise Manage
- ITBoost
- Connectwise Sell
- WiseSync
WiseSync is a shining beacon of simplicity and ease of use. ConnectWise Manage would do well to look at their model.
- File import/export
- API (e.g. SOAP or REST)
- AppExchange or similar marketplace
Don't try it if you don't have an in-house developer.
Relationship with ConnectWise
There proposal had some flexibility and pricing was slightly negotiable.
Don't do it, unless you have a LOT of time and you like early mornings or late nights.
Upgrading ConnectWise Manage
- I don't know.
- I don't know. I would like to get the instance we already have right before worrying about the upgrade.