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

43 Reviews of ConnectWise CRM

 

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Software Advice Reviews (4)
More Reviews (39)

Showing 1-4 of 4

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 39

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
 

Chris from FCE

February 2017

February 2017

Outstanding platform

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

Can be a little overwhelming when you first get started, but would not trade the platform for anything. Would definitely purchase again!

Source: Capterra
 

Cheryl from Divergys, LLC
Number of employees: 2-10 employees Employees number: 2-10 employees

January 2017

January 2017

Easy to use

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

Using Connectwise makes it much easier to keep track of my engineers.
Instead of having to ask everyone in the office where my employees' are I am able to tell by jut a click of a button on the dispatch portal.

Pros

I love how Connectwise is always updating their software, adding new items and making it friendly for the users.

Source: Capterra
 

Jaq from Southern Data Solutions
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2016

November 2016

As a CRM/Marketing tool it still needs work

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

As an overall end to end PSA, ticketing, time/expense tracking, and CRM sales activities tool it provides some very good features needed to operate a service and support organization.

From a functionality standpoint on just the CRM/marketing tools (which I use exclusively) there are some glaring weaknesses. Importing and de-duplicating contacts is still a problem. A lack of mass maintenance features makes quick data updates cumbersome and time consuming. Developing marketing lists and adding group members is a pain that could be easily solved and after 4 years of use I've seen no progress that front. Even with the new Campaign Director tool woven in, other drip marketing tools are far easier to use.

There's still a long way to go but for our organization there are some must have features. I would just like to see vast improvements on the sales/marketing front.

Pros

End to end complete organizational tool that spans ticketing, sales, projects, time and expense. Fairly comprehensive and easy to use.

Cons

Sales and marketing functionality is severely lacking when it comes to running and managing marketing and sales campaign efforts.

Advice to Others

Improve on some very basic functionality that would make campaigning easier within ConnectWise.

Source: Capterra
 

Catherine from ClubDrive Systems
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2016

October 2016

Good product, Good support

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

After 3 years with the product, we know it fairly well. Sales Management and support have been very responsive.

Pros

Fairly easy to configure and use.

Cons

Too many clicks sometimes for the engineers that have

Source: Capterra
 

Adair from Zeller Digital Innovations, Inc.

October 2016

October 2016

Keep it up CW!

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've been using Connectwise for almost 2 years now. It's been great to see the new updates come through, especially the new layout. The new features allow for more efficient use of time. Keep it up!

Source: Capterra
 

John from Web Teks

October 2016

October 2016

Huge bang for the buck

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 enables all facets of our business to be on the same page, streamline, and automate. The ability to integrate easily with other services make this a no brainer since if it isn't in ConnectWise, it can easily be added. While the tool itself can be complicated to learn, that is a result of the depth of the abilities inside of the tool. Support is top notch and responds quickly and the community that developed around this product is spectacular. I would recommend this to anyone looking for a tool to manage their service centric business.

Source: Capterra
 

Denise from Equilibrium Consulting, LLC

October 2016

October 2016

ConnectWise Will Help Your Business Grow

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 have used ConnectWise for years and help other companies optimize their work flows and processes to save time, automate and grow their businesses. We use ConnectWise in our day to day operations and love its ease of use. Having everything in one business tool makes it easier to manage daily functions, especially when they are all right there, at your fingertips. Our company also participates in the Beta program and the PIN program which allows us to provide valuable insight and input to the ConnectWise development team.

Source: Capterra
 

Keith from Nature Fresh Farms, Inc.

October 2016

October 2016

ConnectWise changing the way we do things

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 not only helps report but helps improve your process. Always showing us the steps that need to be taken to properly document and record any service or purchase.

Source: Capterra
 

Michael

June 2016

June 2016

Long time ConnectWise user still loves ConnectWise

Ease-of-use

Product Quality

Customer Support

Value for Money

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

I did 3 years of research before deciding on a PSA. I had a very small company at the time (1 person, me) My colleagues thought I was crazy for buying such a robust system for being such a small company. I bought it because of the built in automation and the ability to create complex agreements. I still have it and I have seen it improve immensely over the years. It's has a .net client and a web interface. Supports widget based pods. Meaning you can add the things you want, remove the things you don't want, and customize the interface per user.

QuoteWerks, ConnectWise, Kaseya, Quickbooks - and they ALL integrate.

Connectwise will try to sell you, quosal, connectwise, labtech.

Personally, and this is just my opinion, Labtech is too complicated. I hate the interface tech's have to use, with a passion. I did some subcontracting for a company that uses LabTech and I had a hard time trying to find the tools I'm looking for. Kasey's interface it so much more user friendly, it's web based. took me a week to become familiar with Kaseya interface, used LabTech for 3 months and was fumbling around trying to find my tools. I checked out LabTech recently, June 2016 and it still sucks.

I could go on and on.. So I'll just end here. Just buy ConnectWise, you'll be glad you did.

Pros

Mobile iPhone app is A W E S O M E !!!
Your clients can use the customer portal
Constant Updates
Feature request bidding system.
24 hour support
online training videos
Application blueprints, telling you which modules interact with other modules.
Handles complicated and compounded agreements. If you can sell it, ConnectWise can do it.
QuickBooks integration is seamless. if you create a product in ConnectWise it will automatically create the product in QuickBooks when it syncs.
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.

Cons

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. so they release bits and pieces at a time (weekly)
If it isn't in ConnectWise it didn't happen, yeah it adds a bunch of work to your day. Junk in junk out.
Each user needs their own account.
don't buy the on-premise edition, you won't be able to keep up with the updates.
They update so frequently I have to update my QuoteWerks frequently,

Source: GetApp
 

Emerson from ETC TechSolutions

February 2015

February 2015

ALL IN

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

In the last 5 years we have jumped All In with ConnectWise, LabTech, Quosal and several of their 3rd party products. Let me just say that it was one of the best business decisions we have ever made. I should mention that it was not always easy and there were issues along the way but ConnectWise & LabTech have had growing pains along the way, but we have not had any support related issues recently.

Source: Capterra
 
 
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