ConnectWise CRM Software


 

ConnectWise CRM from ConnectWise is a cloud-based customer relationship management solution that provides businesses with a centralized system to track all customer-related information. This solution caters to small and midsize businesses and can also be deployed on-premises.

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 provides users with pre-designed templates to create custom HTML emails.

ConnectWise CRM measures and monitors sales activities that help users to forecast sales from within the system. This solution also provides training to new users via documents and webinars. The solution provides a mobile app for iOS and Android for remote usage.

Support is available via phone and online chat rooms.

 

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

85 Reviews of ConnectWise CRM

 

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Software Advice Reviews (9)
More Reviews (76)

Showing 1-9 of 9

Glen from Twinstate Technologies
Specialty: Telecommunications
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Powerfull, but lacking in some areas.

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Once you get a feel for the software, there is a lot you can do with it. Very transparent system, powerful reporting options.

Cons

Takes some time to master reporting and you essentially need a full-time systems admin who can become an expert. Prepare for serious investment in training in order to get everything you need out of the software.

Review Source
 
 

Brent from KSMC
Specialty: Consulting
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

ConnectWise Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

There are a lot of features that this product has. The data points that can be tracked are massive.

Cons

The user interface is slow and cumbersome. Navigation is not intuitive and it can be frustrating trying to move to another area of the app.

Review Source
 
 

Rajan from poly6
Specialty: Manufacturing
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2018

February 2018

Overall, good experience

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

easy to use and value for money. before suggesting this product to one of my friends, i did some research and looked for other alternatives. they were bit expensive.

Cons

I reached out to customer care few times but their advice was not so useful. i would suggest the company to work on this area.

Review Source
 
 

Ryan from IOFFC
Specialty: Hospitality / Travel
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2017

December 2017

CRM, ERP, PSA.. too many acronyms - this is the full platform for IT, telecommunications, MSPs, and other service businesses

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

CW walks the line between small businesses (5-10) and mid-size (100-500) 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.

Pros

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. Pricing is reasonable - more than a basic CRM but less than competing platforms like SF or MS. 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.

Cons

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.

Review Source
 
 

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.

Review Source
 
 

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 76


April 2018

April 2018

ConnectWise Manage has improved in the past two years.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Functionality
Functionality
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Quality
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Support
Pros

I like the integrations (we user ConnectWise Sell, QuickBooks, Kasyea, WarrantyMaster for example). It does well in managing sales Opportunities and Service Tickets. The Workflow Rules allow us to customize actions, and Ticket Templates allow us to standardize the tasks that technicians need to follow when working a specific ticket type.

Cons

The Project Management and Knowledge Base components could use some overhaul. The user portal is a great idea in concept, but the presentation is antiquated. We would love to use it more but we would rather it look more up to date before pushing it to our clients.

Review Source: Capterra
 

Adrian from Infotrans Caribbean N.V.
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

I normally use my this tool at work

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Quality
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Support

well my company says that the tool help a lot to invoice customer and follow up the projects

Pros

There are a lot of features that this product has. The data points that can be tracked are massive and the integration with labtech and exchange is also full

Cons

The user interface is slow and cumbersome. Navigation is not intuitive and it can be frustrating trying to move to another area of the app.

Review Source: Capterra
 

Amanda from Grouse Industries

April 2018

April 2018

This software has helped make it easy to keep all of our client issues scheduled and organized

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 easy to use. All of the reports that are offered are nice. It allows us to stay on top of our client issues to make sure nothing slips through the cracks.

Cons

The initial set up was a little slow moving and difficult but once we got past that point everything has been smooth.

Review Source: Capterra
 

Jeremy from GB
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Great ticketing system. Easy to use.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Quality
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Support

Ticket management with great reporting and user experience.

Pros

Ability for users to open tickets via email or a web portal. Very nice FAQ section people can look at before opening tickets.

Cons

The desktop app takes a LONG time to load up. It is also is very slow when working within the software.

Review Source: Capterra
 

Mark A. from Sophicity
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2018

April 2018

The best platform for MSP's

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

Integrations with other software. The web interface is nice is needing to work on a borrowed/shared PC.

Cons

Resource heavy. Sometimes slow to respond. Occasional crashes/freezes. could be a little more intuitive.

Review Source: Capterra
 

Sean from Pointivity
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

Of the 4 or 5 I've used, this is the best PSA I've found.

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 is simple, relatively intuitive, and provides excellent integration both between its internal components as well as other applications (e.g., ITGlue).

Cons

The KB articles could be a little more user-friendly to create. The "insert hyperlink" feature does not always work as it should.

Review Source: Capterra
 


March 2018

March 2018

A product I spend 10+ hours a day in and using. Constantly evolving and growing

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

Constantly evolving, quick and friendly customer service, powerful tool, very flexible to make it what you need, and seamless integration of the Connectwise Suite of products

Cons

Some software updates causes other functionalities to break, these however are not normally core items that become broken.

Review Source: Capterra
 

Krystal from City Ranked Media, Inc
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2018

March 2018

This CRM is very easy to navigate, and user friendly.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Organization, and easy communication with the Teams we work with.

Pros

After customizing fields, statuses and boards, this CRM is very easy to navigate. Adjusting the view to whichever I prefer is great too!

Cons

I don't care for the difficult process in which to make a company inactive, or remove a user. Also, changing old templates and status boards. It would be ideal to be able to edit them, rather than having to create new ones. It is a hassle having to update old tickets with the new status or board. It would be great to be able to remove a resource from a ticket using the Actions tab on the service board list.

Review Source: Capterra
 

Marc from NetSource One
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Must have for the MSP

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 time, ticketing, documentation and billing system. Before CW we had a home grown system but quickly outgrew the capacity of the that system. Now with the LabTech buyout and Quosal buyout, CW does almost everything!

Cons

There is a ton of time and energy that goes into setting everything up and tying it all in, and it can be slow at times even though we have a dedicated SQL server and everything.

Review Source: Capterra
 


March 2018

March 2018

One of the best ways to stream service processes, leading to an increase in productivity throughout.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

We love how powerful of a help desk platform ConnectWise Manage is. It integrates well into our proprietary software, has a wonderful ticketing system, and has excellent customer support.

Cons

Although all tickets & processes are received quickly & efficiently, one can expect to see a slight delay when updating large batches of tickets. Thankfully, once it's processed, everything begins working well again.

Review Source: Capterra
 


February 2018

February 2018

Connectwise is by far the best PSA to use for any IT company

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 tracks time, tickets, staffing/resources all in one roof. It has great job costing and integrates well with lots of other software

Cons

Their new trend of nickle and diming for modules that really should be part of the core product (see the marketing manager vs campaign direction) is a major turn-off. They are growing so fast that their support is starting to suffer, and turn-over/promotions internally is becoming visible.

Review Source: Capterra
 


February 2018

February 2018

A good place to start for a ticketing system

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
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Pros

The software is good for seeing what tickets I have open and easy to search for previous tickets. The software does a good job of grouping things together and not cluttering up anything

Cons

I really wish there was some way to have a knowledge base like some other ticket systems include to help eliminate some tickets

Review Source: Capterra
 

Arthur from Covenant Technology Solutions
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2018

February 2018

This product is central to how we work

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

It records every thing we do. The amount of things you can do with this is astounding. We have written our own integrations and purchased other products that integrate with this. We have created lots work flow to make the software work for us.

Cons

It is very slow. It can be very complex due to how many things you can do with it. It can seem cluttered to a new user.

Review Source: Capterra
 

Matt from CTS

February 2018

February 2018

Has a lot of really good features however support can be difficult and performance is not very good

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Functionality
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Quality
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Value
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Pros

Has lots of features. Fully loaded for all of the needs of an MSP. Ticketing, Sales, Asset Management, Time and Expense, Procurement all in one solution makes it easy

Cons

Slow and clunky. API calls can bring your whole production server down. Updates tend to break more things than they fix

Review Source: Capterra
 


February 2018

February 2018

Confusing at first

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support
Pros

This software has a lot of features for people who are creating tickets. It's integration with Outlook 365 makes it easier to update users on specific tickets. It's laid out in a way that makes sense.

Cons

As a Marketing Manager, I find this software to be less than useful. It doesn't have the capability I am looking for in regards to emails. I want to see the email that I sent directly in the contact's file to know that I have contacted them before. When I create a marketing campaign, I want to be able to send what email was sent for that specific marketing campaign.

It may get easier to use over time, but as a new user, I am finding it extremely difficult to adapt to.

Review Source: Capterra
 


January 2018

January 2018

The very best in ticket management on the market

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
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Support
Pros

The helpdesk SLA reporting and email connector capabilities has really allowed our team to flourish.

Cons

Learning curve is a bit high and the ConnectWise University training videos are often "dry" and lack proper guidance. We've found that hands on is typical the best way to learn it but it does take a solid week before most have a firm footing.

Review Source: Capterra
 

Shane from ELBO Computing Resources

January 2018

January 2018

Gets the job done but improvements can be made

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

There are a LOT of items you can manage in this software. Learning the software can be a bit of a burden up front but once you get the hang of it, it truly is great for managing all kinds of things such as inventory, projects, service tickets, and correspondence with clients. It definitely makes a great effort in making an "all in one" type product.

Cons

We use the cloud based service, which is pretty slow at times. There have been times where I've had to restart the software because it doesn't perform super well. Queries also tend to take a long time to complete (up to 30 seconds at times). Support is also kind of hit and miss depending on who you talk to.

Review Source: Capterra
 

Garry from JMARK Business Solutions, Inc. IT Support and IT Services Tulsa OK, Springfield MO, Fayetteville AR

January 2018

January 2018

Great ticketing and PSA system with all the features an MSP needs to be successful.

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

A streamlined and integrated ecosystem makes the whole MSP process from PSA to Automation to Quoting completely seamless.

Pros

Everything is in one place. With Connectwise it's all about the ecosystem. They have brought in Labtech and branded it Connectwise Automate, Quosal and branded it Connectwise Sell, and ScreenConnect and branded it Connectwise Control. All of these features combined together create a very powerful and tightly integrated ecosystem that just works for MSP.

Cons

The interface can get cluttered fast with so much going on. There are tons of features packed into the UI and it doesn't appear as streamlined as other PSA systems I've used.

Review Source: Capterra
 

Chris from RDI-IT

January 2018

January 2018

Robust software that will provide all your CRM needs

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Good ticketing system, with many features. The ability to do quoting and invoices, track time and costs per client, dispatching, and integrate with RMM tools

Cons

This software is only as good as the initial build and layout. You will need an FTE dedicated to learning and managing the needs of the business. If you are looking for something simple to use out of the box this is not the software for you.

Review Source: Capterra
 

William from WorldView LTD

December 2017

December 2017

Worked with CW Manage as an engineer, and project manager.

Ease-of-use

Functionality

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Customer Support

Value for Money

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Quality
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Support

Gave our company a great platform for managing the various departments.

Pros

Very feature rich application, with a wide range of configuration options. Allows a user/company to manage many aspects of a business on one platform, from support, to development, to sales and CRM.

Cons

Software is pretty complex, and very limited in it's integration for scheduling and resource management.

Review Source: Capterra
 
 
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