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I could go on and on.. So I'll just end here. Just buy ConnectWise, you'll be glad you did. Your clients can use the customer portal Constant Updates Feature request bidding system.
Handles complicated and compounded agreements. If you can sell it, ConnectWise can do it. QuickBooks integration is seamless.
Mark invoices as paid in QuickBooks and sync to ConnectWise. They are the biggest, so they integrate with everybody. Go to a big IT conference and ask how many people use ConnectWise.
The majority can't be wrong. It can be overwhelming for small companies The north american cloud can be slow sometimes, they know about it, they are rewriting the program so it operates faster but it's a big project.
Junk in junk out. Each user needs their own account. They update so frequently I have to update my QuoteWerks frequently,.
I wish they would get Rich text right. TeamSupport has this perfectly and they are a much smaller company. Another downer is the integration with ITGlue I think it's a bit clunky and if you add the Automate integration it almost loses it's mind.
I wish there was a better way to integrate all these platforms. But mainly the rich text could go a long long way for visual users. There are a lot of features on this platform that would be of interest to MSP's.
The time entry, calendar ease, global search. Asset and configuration and contact addition is great. One thing i strongly dislike about Manage is that you can't add rich text to the ticket entries not drop images which make things easier for tech just picking up on tickets.
James D. I have seen a lot of MSPs struggle to manage time and costs. ConnectWise Manage can do all of this and much more. It was really nice to have one place where we could grab almost all of the info we needed for a given client or project.
It can be overwhelming at first. Just stick with it. Time tracking with ConnectWise Manage is wonderful. It's very intuitive and allows for powerful job costing.
The software allows for simple project management and greatly enhances project workflow. The tabbed GUI very similar to a web browser made it very easy to switch between the necessary boards and views to get the info I needed.
I'm not a huge fan of how the discussions flow in the GUI. It feels clumsy and I never really had a clear understanding of what the client would see when I messaged them.
Michael H. Locked into an inferior product by a deceitful sales team. ConnectWise Manage has a wide birth of functionality.
We used the product for 3 years. We used it for ticketing, project management, product inventory, lead tracking, marketing, and client communications.
The product's maturity lead us to use many integrations with other services and products. It's so hard to pick just one thing that I liked least.
The company itself was my biggest issue. The sales team had no sense of ethics and resorted to lying in order to make a sale.
If ignoring the deplorable ethics of the company, the product itself has innumerable flaws. The one thing we could not get past was our struggle to regain the efficiency we had prior to using ConnectWise Manage.
We immediately regained our lost efficiency and have maintained it for the past 6 months. ConnectWise Manage had great automation, but the number of clicks and manual steps required to take advantage of it were not worth it.
Michelle D. It is fair it def needs work and live customer support over the phone. Fairy easy to learn and some Features are great like service board and scheduling.
Purchasing tab needs major work. You can have several back to back chats with support about the same issue and explain it the same way yet each time you get a completely different answer from each agent.
Yeprem A. Almost every base is covered in the desktop version of Connectwise Manage. The web version is quite complete as well.
I can't stress enough how slow it is. Every user at our company complains about how much it lags.
It doesn't matter where we are or which computer we are using. It is slow. Gigabit internet connection at home and at the office, slow.
It is painful. Loggin tickets just gets us the same replies. Try clearing the cache. Try restarting. Report slowness next time it happens so we can check.
Gavin O. It's super customizable, with a very extensible API and integration capabilities, allowing us to centralize so many of our systems and daily tasks into one platform.
Initial customization and training of staff has taken some time, but and some staff still have issues with managing Internal vs. External communications.
Daren A. We are using this product to keep track of all our customers, their systems, software and the tickets assigned to those systems.
We like Connectwise Manage because it is very detailed and allows us to keep notes on all of our customers - what we have done for them in the past and service tickets for everyone.
The Connectwise platform is very detailed so the learning curve can be very high when you are first starting out. Instead of importing our information, we just input everything.
Christopher J. I've used homebrew, Autotask and CWise over the years and this is the best yet and it is getting better all the time.
Fully featured, fully integrated with products like Automate and Control. The latest version lets you connect to machines directly from the ticket which is fantastic.
Auvik and LogicMonitor connectivity lets them create tickets when alerts fire and Auvik will even close tickets that clear. Working in the back end and templates can be a little cumbersome, but worth sticking with it for the things it can do.
Marko S. ConnectWise has allowed us to remotely manage a number of different devices in the field. Its simple and easy to use. Simple and easy to use.
I have used this software previously as ScreenConnect. Its kept the same general functionality despite the name change.
Like any remote software, you may run into connectivity issues occasionally but that is to be expected.
Jared M. Taking on client for year over year growth. And not enough thanks can be given to the tools that helped us get there.
With a friendly now giant team behind it, ConnectWise Manage integrates with, and has truly become a standard in the industry.
ConnectWise Manage has enough features to essentially run your entire business out of! Abundant resources to learn the tool exist including certification learning courses.
You're going to want to take them. Interface has been ignored for a long time - its universally uglier than ALL of its competitors.
Some more advanced features really require some 'higher' learning to understand and best implement. Thankfully they have many MANY resources for this.
Alan S. The software is stable, support is great, and updates arrive quickly. Many vendors are writing to the CW API allowing for real-time data integration from products such as backup solutions, spam and virus filtering, firewall statistics and even sales opportunities.
The biggest benefit is by far the great and active ConnectWise community. We are very involved with the ConnectWise users group on a quarterly basis and we attend the partner summit ITNation annually.
If you're looking for a great community of business peers, ConnectWise will bring an even greater ROI. We've used ConnectWise since , and over the years, the product has seen a multitude of feature improvements and enhancements.
For an IT consulting firm looking to track client agreement invoicing, service level agreements, employee productivity, sales opportunities, marketing campaignment management, or inventory and purchasing, ConnectWise can do it with flying colors.
From a client perspective, ConnectWise makes it easy for end users to submit service requests as well as get the status of said requests.
An integrated web portal for clients allows the review of hardware and software assets, service request approvals, and invoice reviews.
Additionally, for our larger clients, we've been able to extend service capabilities to in-house IT providers while hosting them through our installation.
Due to the great support, active community, and rapid development, I can't imagine running my business without ConnectWise. While the software is great, the community is even better.
I ranked Ease of Implementation as 3 stars. Keep in mind that we implemented CW in , so much of the onboarding may be different today.
Given the capabilities of the software, some pain should be anticipated and expected as you learn how to utilize the software.
Additionally, setting up the integration between ConnectWise and other 3rd party apps can take some time. With most applications, you setup 1 or 2 API accounts, grant access, and test the integration.
Some integration takes more time. One example is the integration for QuickBooks. To really get the accounting side setup, expect to spend some time and money working with a qualified accountant if you don't have one on staff to ensure all data is passing through and classified correctly.
Even with the cons of setup, the ConnectWise University is very well done. Video tutorials are available on almost any aspect of management, and step-by-step checklists are available for just about any multi-step process.
Ryan M. CW walks the line between small businesses and mid-size very closely. It's difficult to accommodate both markets - keeping the product simple enough that a small shop can setup and administer it without hiring full time staff or consultants while still allowing the complexity and robustness required from the larger clients.
So far they're doing this quite well. In addition, as a company they are operationally mature and their development processes and platform reflect this.
The functionality is robust out of the box and setup is rather logical and self-explanatory unlike, say, Salesforce. The company is great to deal with and truly cares about their client base and optimizing their product based on feedback.
Application has sufficient customization options and API has reached maturity. Database is very logically designed allowing you to build custom reports and manage by exception, create a data driven culture, etc.
There are certain limitations that appear to be a result of legacy code - eg, the security cannot be as granular as competing platforms and workflows aren't as complex in nature even when overlapping with "tracks" as some of the competition's offerings.
Mike H. I work for a managed service provider and this software is essential to what we do. I've used other much more expensive management platforms in the past, and they cost a lot more and had less features.
Connectwise does a ton, and I would highly recommend it for any IT service provider. Connectwise has a lot of cool features that can help your team stay organized.
It can keep all of your client data in one place, and contacts within those organizations are easy to search.
We use workflow rules which is a great feature of the software that helps us keep on top of incoming tickets and service requests. We also use it for sales and marketing, procurement, time and expense tracking for our technicians, billing, project management and more.
Web based or fat client give you options on how to use it. There is a mobile version as well. The backend of the software can get a little confusing when you have to go into setup tables to make changes that you need.
The mobile version isn't great from what I've seen. We've had updates that have caused issues and have remained unresolved by the software manufacturer for some time.
Custom reports is a little confusing. Greg H. CW Manage really checked every box that we needed. We use it primarily for tracking service tickets.
Since we connected it to our accounting software, it was a great improvement in our workflows. And by tracking all time on tickets we have been able to charge and collect for all the time we work.
This product actually made us money. Clearly this software was developed by people who do what we do. It actually demands you follow best practices in regards to workflow management around the tech services business.
Also it can become the single pane of glass that everyone talks about. The reporting function could be much better.
There are some standard reports, and there is a report writer option, but it is not easy to get the report you want unless it happens to be one of the few canned ones.
Was always surprised that the reporting is so weak compared to the rest of the funtions of the product that are so strong.
Lewis W. We have used ConnectWise for the past 3 years for both internal support and as the Ticketing platform for over 25 Managed IT Services clients.
The integration with LabTech enables our technical staff to provide efficient proactive remote support for end users regardless of their location.
Support ticket tracking is essential for accurate and timely support delivery. ConnectWise tracking allows us to develop and adhere to Service Level Agreements with our outsourced clients.
The metrics from this information helps drive the conversation about additional staffing or services when it is needed.
Opportunity tracking, sales and CRM are well integrated and used extensively. The project management tools are limited but the ability to track activity by ticket and phase makes up for any shortcomings.
The integration of ticketing with the service delivery steps of a project provide a great way to show progress and issues within a complex project.
I would like to see a more robust reporting toolset to build the complex SLA reporting required for our government clients. Rion K.
At the end of the day, there isn't really anything "better" out there yet. Competitors are trying very hard to take the good of ConnectWise, and eliminate the pitfalls that it has.
Some are getting very close, I hope this drives ConnectWise to make some major changes in the very near future because we really do not want to have to change.
It is a great piece of software for managing, tracking, and reporting on tickets in a service environment. It does take a great deal of work to get configured, but if you put in the time it is a fantastic tool.
Reporting tools are cumbersome and not very easy to customize. Integration with remote monitoring tools is also becoming more and more limited, especially with purchase and merger of LabTech.
Which has a very large footprint on end user's endpoints. There is also a lack of integration when it comes to accounting software, it is really Quickbooks or nothing at this point.
Greg G. The best thing about connectwise is that it incorporates almost every single aspect of the organization and provides an organized way of tracking significant information.
It is particularly great for those companies that do things on an hourly basis and a manged services type of set up. Connect Wise puts in place an excellent way of implementing processes and systems for a small-midsized organization.
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