ConnectWise CRM Software


 

ConnectWise CRM provides a centralized system to track all customer-related information. This solution is best suited for small and midsize businesses, and can be deployed either in the cloud or on-premise.

ConnectWise CRM's Pipeline Reporting feature provides information on performance metrics in a dashboard view. In addition, the solution tracks and stores all data records related to customers and sales including client conversations, issues and configurations.

ConnectWise CRM measures and monitors sales activities so users can forecast sales from within the system. This solution also provides training via documents and webinars.

ConnectWise CRM can also be accessed through mobile devices via a native mobile app. The mobile app enables users to access all information in the system, including configurations and resolution protocols.

 

ConnectWise CRM - Customer information
 
  • ConnectWise CRM - Customer information
    Customer information
  • ConnectWise CRM - Opportunities
    Opportunities
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

54 Reviews of ConnectWise CRM

 

Start your review of ConnectWise CRM

Click to start
http://www.softwareadvice.com/crm/connectwise-crm-review/
Software Advice Reviews (5)
More Reviews (49)

Showing 1-5 of 5

Steven from Alpine Testing Solutions
Specialty: Other services
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2017

August 2017

Painful

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

Don't use it.

Pros

Time tracking is very straight forward and easy but this is the only feature in the product that is.

Cons

Invoicing process is not intuitive, there are several steps to complete in the process which are very time consuming, and is a difficult process.

 
 

RIon from SumnerOne
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

May 2017

May 2017

ConnectWise - Great tool but is it the

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Pros

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

Cons

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.

 
 

Lewis from InterDev
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2017

April 2017

ConnectWise in Outsourced IT Model

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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 product has been reliable and the features/functionality have been rich enough to support our commercial and municipal 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.

Pros

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.

Cons

I would like to see a more robust reporting toolset to build the complex SLA reporting required for our government clients.

 
 

Greg from Solarus Technologies
Specialty: Software / IT

July 2016

July 2016

Connectwise CRM Review

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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. It just needs to be learned and used correctly. The fact that they do indeed have a team devoted to helping the enduser customer is excellent. The person who is responsible for the software inhouse has the most important role of whether or not it works as productively as it can. CW can have positive changes on sales, operations and account management if DONE RIGHT.

Likes Least

Connectwise is definitely a tough product to learn and utilize at first. There are many features to the software and it could take months of practice to be effective with it. They do have people that work for the company who specialize in training users on how to effectively use it. If used correctly, it can potentially improve the business significantly.

Recommendations

I would say to wait until you understand the software and how it works as well as how it effects the business. Does it increase productivity? Who uses it? What departments use it most and for what reasons etc. These are some of the questions you want to be able to answer prior to evaluation.

 
 

Seth from iProv, LLC
Specialty: Software / IT

July 2016

July 2016

Risk and Reward

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

Fast and accurate support, wide range of customizability, and continual updates to improve the product

Likes Least

complex and easy to lose track of customizations and how they interact

Recommendations

Take your time when evaluating it and truly understand it - quickstarts are good, but only guides. You need a firm dedication to the tool and at least 1 or 2 skilled experts on the tool to optimize it for your company.

 
 
 
Showing 1-20 of 49

Ivan from Preemo

September 2017

September 2017

Lots of Features, Awful UI/UX, But it's still the best in the MSP space

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Complete ERP, with lots of integration. Specific for the MSP industry. Connectwise is also very community driven, so that helps a lot with learning to leverage the software better.

Cons

UI/UX is outdated and difficult to navigate. Innovation is clearly not a priority of the company, much more about slowing rolling updates, and draining clients for money. They know they're the best and take advantage of not having to innovate fast. Lots of gaps in the software that are not difficult to close.

Source: Capterra
 

Aaron from Simpleworks

September 2017

September 2017

Overall, Manage has been a great product over the last 7 years.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I really like that the software is web based, which helps a a lot with installation and maintenance of the software. It has robust modules and workflows which help make sure that we don't miss tickets and SLA's and it pretty configurable.

Cons

Customer portal is terrible and needs work. Consistent updates are nice, but seems like every major upgrade breaks something with accounting.

Source: Capterra
 

Chris from Concept Technology Inc.
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2017

August 2017

Anyone starting an MSP or looking to take their current one to the next level should look no further

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

It's really hard to pinpoint my most liked feature (as it does so many things right) but I believe the helpdesk ticketing system is where the most magic happens. From its automated workflows to its email integration, it just works, and works well!

Cons

The learning curves is steep and its not really all that intuitive once you first are learning the software. That said, once you do gain a fundamental understanding of the system you do find its quite powerful.

Source: Capterra
 

William from Dymin Systems, Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

Good platform however support need to be support by phone or email or chat.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Streamlined and helped us with workflow and proficiency.

Pros

very robust and many integrated features. Coupled with automate and other packages is a great overall value for MSP's. Easy to use and implement for the most part. A wide variety of automation available in billing and agreements.

Cons

Support is lacking as phone support is not there and most of the time if you email or chat they want to point you to a website. I pay a subscription I expect support to assist me with the problem until it is resolved. Phone support for those emergencies is what I expect from subscription based software but is not an option with CW. BIG NO NO!

Source: Capterra
 

Marrek from Yorke and Curtis
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2017

July 2017

Easy to use, annoying remote capabilities

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value

Benefits are the remote capabilities that it allows me to see everyone who is online, logged into that particular computer as well as if they're currently active making it very easy to take over that computer if something needs to be done without interrupting work flow.

Pros

Very easy to use software with a simple online interface. The setup for the software wasn't that bad as well.

Cons

I would say the worst part about this software would be if your client has a duel screen monitor. It comes up as one window showing both monitors and there's no way to split them off into two windows or make them fit my screen very well. Interface with Mac users is also difficult. The mouse doesn't follow correctly when attempting to interact with their screen.

Source: Capterra
 

Daryl from Optimus Systems Limited
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

A great central system for any business.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Central point for all information, reporting, utilisation and employee management.

Pros

The way the program is built allows every facet of our company to be run through this software. This allows us to track everything from a centralised point and also use the phrase "if it's not in ConnectWise, it doesn't exist"

Cons

Support is often slow and deflective when it comes to requests on best practice or ways to achieve a specific task. The software is a bit clunky and sometimes feels like a number of movies are bolt on that are tied in with a price of thread rather than being fully integrated

Source: Capterra
 

Brian from PCA Technology Group
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

Defacto PSA

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Pretty much the defact IT PSA. Allows inventory and integration into various 3rd party utilities to provide a central location for storing all your documentation and configuration information.

Built in invoicing, billing and sales functionality makes this a fully integrated piece of software.

Cons

Because of the amount of data stored in the database finding specific pieces are very difficult if you dont know exactly what you are looking for, searching for something can be extremely difficult (which is why third party software vendors have come up with their solutions that ties into this product that make this easier)

Source: Capterra
 

Jeffrey from ZR Systems Group, LLC
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

The product does a good job of bringing contract management, inventory and procurement, and time man

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Full business management platform for an MSP.

Pros

The massive ecosystem of partners that integrate with the platform. Wherever the platform isn't as good, someone has written a competent that fits in seamlessly.

Cons

Not so much a software issue, but with any big implementation the most value will be gotten out of integrating your business processes and people fully with the product as soon as you can. This is much, much harder than it sounds.

Source: Capterra
 

Paul from Red Key Solutions

July 2017

July 2017

The ball drops are horrifying and poorly publicized.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Cons

Support and workflows top level view; and survey field character minimums limit. Why in god's name would you enforce something like this?

Source: Capterra
 

Ray from Heritage Digital
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2017

July 2017

Connectwise Manage is the best all suite I've ever used in my twenty plus years of IT!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Manage more IT business with less resources! Great value!

Pros

All my business is in one place. I don't have to move between disparate applications or manage bulky excel spreadsheets. Everything I need is there. Integrations are simple and straight forward. Support is the best I've ever experienced in all my years in the IT industry.

Cons

I have not been able to learn all of it in two years of using it. still learning more every day. University is a great resource and of course I can always lean on the community forums and support.

Source: Capterra
 

Stephen from Think Tank NTG
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

Best for MSPs

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Great functions that work in all departments. From Marketing, Sales, all the way down to the service we provide to our customers and reporting back on it.

Cons

It has a larger learning curve that many users are not willing to adapt to. Without proper training it is useless.

Source: Capterra
 

Brock from TrulyCreative Network Solutions

May 2017

May 2017

Excellent investment

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Ease of deployment & technical assistance to get up and running quickly. Enabled the company to take a organized approach to managing customers.

Cons

Remote mobility app - lacks some key features that the main application has that are critical to ease of use.

Source: Capterra
 

Wesley from F1 Solutions
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2017

May 2017

Product works well, but development tends to cause more problems than help.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Easy to use. Powerful platform to manage all of our customer interactions. Integrates well with most of the key applications we use daily.

Cons

Each new release introduces new bugs in existing features that worked previously. Working with support is great, but many items get pushed to development and take months to resolve.

Source: Capterra
 

Jeremy from Outsourced Tech LLC

May 2017

May 2017

Great for MSPs

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Complete solution for Managed Service Providers. Great product for tracking your billable time and help desk tickets. Also includes great escalation functions.

Cons

It does take several days of training to master certain sections. I takes several weeks for implementation to work through the workflows.

Source: Capterra
 

Tim from TaylorWorks, Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2017

April 2017

good software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

been a customer since 2008. Recent upgrades make the software easier to use and the new layout is much cleaner

Pros

It does everything, even a good CMS

Cons

not intuitive enough, too hard to use in several places. Cell phone client could be better

Source: Capterra
 

Steve from Hitstech
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2017

April 2017

ConnectWise PSA

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Seems to be a flexible tool for managing a MSP business. It has been challenging to develop proper business processes and configuring the tool to work as we need.

Pros

Targeted for Managed Service Providers.

Cons

Not intuitive to configure for needs.

Advice to Others

Pay for professional services to perform initial setup and configuration.

Source: Capterra
 

Andre from Net Intellect Pty Ltd.

April 2017

April 2017

ConnectWise PSA

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We use ConnectWise (CW) throughout the company and generally find it an excellent tool.
Almost all of our external tools are integrated through CW and this enable a central point of collection for clients being billed for various services without us having to continuously check that the system has been updated prior to billing.

Source: Capterra
 

jason from abacus technology
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2017

February 2017

high ranking CSM

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

good software. some parts are a little clunky but over all the best I have used. the chat option is very good to have as well.

Pros

chat option

Cons

projects are clunky

Advice to Others

n/a

Source: Capterra
 

John from Lorimer Network Research, Inc
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2017

February 2017

Software that we rely on

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Connectwise Manage is a highly complex PSA tool that my company relies on to survive. This is not your average piece of software. It is way deeper. The online training is excellent although behind on using the current version. Our only issue is the gui keeps changing not in a bad sense but the switch from words to icons or changing icons that sometimes don't make sense makes it hard to figure out sometimes.

Pros

Depth and width is extensive

Cons

Depth and width is extensive

Advice to Others

If you need to optimize your engineers time and maximize your billing of time. Plus keep your clients happy with a great constant contact of where things are at. This tool is what you need. Nothing else will come close.

Source: Capterra
 

Sean from Tegrit
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

Very good PSA software with mediocre support and subpar performance

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We love the product, regular updates and feature improvements, but it's performance on even very robust hardware is stunningly poor. The timeliness of their support is also very lacking routinely taking days to ask for information included with the original ticket.

Pros

Tons of features, regular updates, and improvements multiple times per year.

Cons

Performance is horrible
Support is poor
Used car like sales experience
There are arbitrary limitations to what can be done through the interface and API. The data is there but you cannot automate or take action on it without manual intervention.
Requires third party software to get meaningful performance metrics

Advice to Others

Invest and plan for extra time on the initial setup and configuration of the software. It will pay off in the long term.

Source: Capterra
 
 
Write a Review