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

69 Reviews of ConnectWise CRM

 

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Software Advice Reviews (7)
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Showing 1-7 of 7

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 62

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
Product Quality
Quality
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Value
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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

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Customer Support

Value for Money

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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

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Functionality

Product Quality

Customer Support

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Quality
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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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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
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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

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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
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
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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

Product Quality

Customer Support

Value for Money

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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
 

Chris from LINKOLOGY
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2017

December 2017

Robust solution but not the most user friendly

Ease-of-use

Functionality

Product Quality

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

Lots of customization available
Large amount of features and add-ons
Connectwise University is very helpful

Cons

The more features and options mean the longer it takes to do something
Not very intuitive when setting up projects

Review Source: Capterra
 

Tina from Infinit Technology Solutions

November 2017

November 2017

Streamlines the 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

This was in need to streamline our business. We had multiple unfriendly applications that was hindering the management of our accounts.

Cons

We are still in the evaluation phase as this is a new management tool. So far we're pleased with the results.

Review Source: Capterra
 


November 2017

November 2017

Worst support ever.

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

Its a good package with no support to speak of. Once you sign the 36 months contract on your own. So sad. Its a mistake to sign up.

Cons

Zero customer support. Large on going fees. Long contracts that they don't support other than taking your money. Its been the worst decision I have made for my business.

Review Source: GetApp
 

Tresa from C&K Systems, Inc.

October 2017

October 2017

Functional ticketing system for help desks, lacking on the project front

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Product Quality
Quality
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Pros

The ticketing system for help desks is easy to use and very robust. It makes for easy ticket entry by both clients and staff. Easy search functionality to use and create a knowledge base of tickets as well.

Cons

The project piece is very lacking. Dealing with Flat rate and time and materials projects in tandem makes trying to keep things on track difficult and it needs to have a gnatt chart based on billable time not just scheduled time. It also needs a way to track an overview of all projects time vs budget as well as timeline.

Review Source: Capterra
 

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

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Quality
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Value
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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.

Review 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
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Quality
Value for Money
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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.

Review 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
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Functionality
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Quality
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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!

Review 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

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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.

Review 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

Review 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)

Review 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
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Functionality
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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.

Review Source: Capterra
 

Paul from Red Key Solutions

July 2017

July 2017

The ball drops are horrifying and poorly publicized.

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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?

Review Source: Capterra
 
 
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