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

96 Reviews of ConnectWise CRM

 

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Software Advice Reviews (9)
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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 87


June 2018

June 2018

If it's not in CW it didn't happen

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 quite great exactly what number of capacities you approach inside the product the can truly take an association to the following level operationally if it's utilized appropriately.

Cons

Absence of Azure AD login adjust, they have ADFS bolster however anything not as much as ADFS and you just other choice is plain old LDAP.

Review Source: Capterra
 


June 2018

June 2018

Clumsy and Not Intuititve

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 a decent way to manage tickets. They give you a lot of customization options for how you use it.

Cons

The application will not remember your chosen sort orders. It will randomly refresh the screen and go back to the default sort order.
Many things are not intuitive on how you do something, or what does what.

Review Source: GetApp
 


June 2018

June 2018

Worth what you put into 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
Pros

Easy to find and track client information. Good integration with accounting software. Ticketing system and boards assist in keeping the Help Desk running smoothly.

Cons

Original set up is a bit of a slog but the team is good to work with. You need to guide the team if you are not in the US through some tax stuff etc etc.

Review Source: Capterra
 

Aleksandra from Fully Managed Technology Inc.
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2018

June 2018

Not bad but still has to be improved

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

Would be nice to have some training on its features.

Pros

I like that there are many features and tabs like a project, procurement, sales, marketing, and service boards. I do a bit of each so it's extremely important that I can do all of it using one tool. It's also linked to the tool we use to create our quotes which is great.

Cons

I don't think it's easy to use, I've been taught by a very knowledgeable person on how to use CW and still, there are so many gaps.

Review Source: Capterra
 

Colin from True Vision Cleaning
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2018

June 2018

Incredibly vast array of useful integrated tools.

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

Extremely powerful top notch CRM tool that can really take a business to a new level.

Pros

This software is very powerful and a great all in one tool for managing marketing, contracts, customer service, and all other sales functions. It's pretty impressive just how many functions you have access to within the software the can really take an organization to the next level operationally if it's used properly.

Cons

The user interface isn't the most intuitive and it took me a lot of tinkering to really get the hang of it. I still am probably missing out on a lot of useful functionality within the software that I do no not currently know how to use.

Review Source: Capterra

  Response: ConnectWise, ConnectWise

Date: June 2018

June 2018

 

Hello Colin Waters,

Thank you for your review. We are pleased to hear that you are happy with our product. Additionally, we understand your challenge of understanding all of the functionality and hope that that you are able to utilize the whole system soon. As a reminder, we do offer ConnectWise University and several other resources that may be helpful to you in your research.

We look forward to growing our partnership with you and let us know if there is anything that we can do to help!

 

Chris from Parkway Technology Solutions

May 2018

May 2018

A major change to how we run our managed services 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
Pros

It has transformed our business.
- I finally get accurate time entries and expenses on tickets from my techs.
- I have a massive amount of billing insights that I didn't have before.
- And taking a company from prospect to paying client is seamless and easy.

It has certainly taken its fair share of our time to get setup, and there is still so much more we can do, but I would not go back at all to what we had before.

Cons

I've got the complaints I'm sure most others have. There is so much there that it is easy to get lost. The interface, while pretty good, isn't always the easiest to navigate around. And, because of its complexity, it takes QUITE a long time to get configured even moderately for use.

Review Source: Capterra

  Response: ConnectWise, ConnectWise

Date: May 2018

May 2018

 

Hello Chris,

Thank you for all of your feedback. We are glad to hear that we have had such a positive impact on your company! Additionally, we understand your challenge with navigation and hope that that your team finds their way soon. Furthermore, we do offer ConnectWise University and several other resources that may be helpful to you.

Let us know if there is any way we can help in your adjustment and we look forward to building our partnership with you!

 


May 2018

May 2018

Feature rich

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

This is a new application and I'm currently working through to best understand all of its capabilities. Love the organizational tools and analytics.

Cons

Again, there's a lot here and it's taking some time to learn how I can best utilize the functionality to make it a benefit for my business.

Review Source: Capterra

  Response: ConnectWise, ConnectWise

Date: May 2018

May 2018

 

Thank you for your review! We appreciate any feedback we can get. Also, feel free to utilize the ConnectWise University while learning how to best utilize our products for your business, there is a ton of information in there.

Let us know if there is anything we can do to help.

 


May 2018

May 2018

Connectwise Manage as a PSA has more features than I know what to do with

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

Being able to track our technical resources and invoice customers easier. Saves a lot of time over not having a PSA.

Pros

Lots of features covering vendors, customers, the sales process, inventory. Track warranty and get notifications when they're coming up for renewal. Workflows allow you to make your own rules and notifications based on custom conditions.

Cons

Lack of Azure AD login sync, they have ADFS support but anything less than ADFS and you only other option is plain old LDAP.

Review Source: Capterra
 


May 2018

May 2018

Its a good piece of software but its clunky

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 has a lot of options and can do a lot of different things. Its open source so it can be modified with a good programmer to fit individual businesses needs.

Cons

Its very clunky and hard to learn and navigate. There's many sub menu's and sub tabs for every high level tab and it can be difficult to find everything you want quickly and easily.

Review Source: Capterra

  Response: ConnectWise, ConnectWise

Date: May 2018

May 2018

 

Thanks for the review! We really appreciate the feedback.

We understand your challenge in learning how to navigating through ConnectWise Manage. Did you know, that we offer ConnectWise University to aid in the training process? There is a ton of information in there that may help out!

Thank you again for your feedback, and we look forward to building our partnership even more.

 

Tony from Bay Area Mechanical

May 2018

May 2018

Buyer beware. Waste of money. Poor customer service.

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

Nothing. Not one thing I can say about this system or service that is positive. Not the support, sales, or customer service. The feild service texhs hate it. Waste of money.

Cons

Outdated system. Does not do what was promised Not good for service techs. Tried to merge with quick books and it destroyed our system. Requested to speak to a manger and calls are never returned.

Review Source: Capterra
 


May 2018

May 2018

Great Product, Great Customer 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
Pros

Much better than our last platform. University makes onboarding a breeze. Customer Service beyond awesome.

Cons

Lots of learning, and a lot of setup, but in the end it has made us more streamlined. Very much worth it.

Review Source: Capterra

  Response: ConnectWise, ConnectWise

Date: May 2018

May 2018

 

Thank you so much for your review! We really appreciate it and look forward to growing our partnership with your company.

 


April 2018

April 2018

Very thought out ticketing system for IT

Ease-of-use

Functionality

Product Quality

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

Offers a very good interface for user experience. Creating tickets is very simple and offer a wide range of information to be inputted. Integrates very well with our user database.

Cons

Can be very verbose for new users. Need tutoring and good amount of usage to get used to.





Review Source: Capterra

  Response: ConnectWise, ConnectWise

Date: May 2018

May 2018

 

Thank you for reviewing us!

We love hearing feedback and are glad to hear that you are happy with our product's ticketing system and integrations.

Have you tried utilizing ConnectWise University in your tutoring? It can be helpful in learning how to best use the product for your company.

Thank you again, and we look forward to growing our partnership with your company even further.

 


April 2018

April 2018

ConnectWise Manage has improved in the past two 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 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

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

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