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.

Customer information
Customer information
Customer information
Opportunities
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Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Web browser (OS agnostic), Windows 8, Windows 10



124 Reviews of ConnectWise CRM

Overall rating

4.0 / 5 stars

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David from Riverbank IT Management

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Good software with great support. Somewhat complex to manage

Whilst it is still a work in progress, we are definitely using ConnectWise to improve our business processes and effectiveness.

Pros

Having software that enables us to run our business end to end is a great benefit, rather than having to use separate systems.

Workflows are incredibly powerful for taking out the human error factor, and for ensuring people do the right thing. This improves the quality of work.

ConnectWise support has always been great for me, with helpful, quick responses

Cons

Ongoing management and finding your way round the back end is quite difficult, although not too bad when you get the hang of it.

Releases often don't seem to be tested well enough and often cause additional issues.

Patrick from Eyetech Ltd

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

10 years using ConnectWise and still delivers what it promises

Pros

> The integration between all the modules and the ease of moving from one module to another with full integration.

> The openness to connect to any application that is needed to run your IT Support Business

Cons

Originally the price per user was very expensive, but as time went by the price improved

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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Functionality

October 2018

Great CRM for Managed Service Providers!

Pros

Its a great solution for small to medium businesses. Its helps to find tickets assigned to me easily and stay on top of it. It helps to find out older service tickets with all details which is really cool, so you don't have to worry about any older tickets. It also shows how much hours I spent on each service tickets and enter that hours to my timesheets.

Cons

It took sometime for me to understand the functionalities but once you get it, its much easier to work with.

Spencer from MongoDB Inc.

Specialty:  Software / IT

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

I love the ConnectWise

Pros

What I mainly love about this product is it really helps me delivering more consistent service to my beloved clients.

Cons

A bit laggy sometimes, but not most of the times. Maybe some server lags or anything but none so far other than that.

Dan from Tampa Bay Lightning

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

A full service communication suite

For a business who's looking to grow their service levels and build out the communication to clients, this would be an excellent way to do that.

Pros

This has made communicating with our clients and being able to support their needs very easy, also the community has been a big help in getting us launched.

Cons

The back end of this software can be a bit confusing and hard to manage.

Josh from DNSFilter

Number of employees:  11-50 employees

Ease-of-use

Functionality

September 2018

Thorough IT management software

Pros

It integrates well with other tools, such as Labtech, so that you can maintain one source of truth for inventory and SLA information, as well as launching into remote session management. This is a slick integration to have. The reporting information is detailed. Lastly, the calendar information for managing dispatch of technicians is also very helpful.

Cons

The helpdesk interface takes some getting used to. The one area that needs improvement is how the software handles basic workflows, like opening, working, and closing a ticket. It requires several more steps and clicks than it should.

The help/faq/internal wiki system seems bolted on an underdeveloped.

Malcom from CHITSA IT LLC

Specialty:  Software / IT

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Excellent product! No doubt!

Pros

It almost does everything, I can really say that because everything are very detailed on what you can track.

Cons

Not as much negatives, its just the thing that need a bit more practice on building queries needed but nothing other than that.

David from Computer Dynamics of North West IL LLC

Number of employees:  11-50 employees

Ease-of-use

Functionality

September 2018

Helps keep track of all of your technicians and jobs.

Pros

Is very detailed about what you can track and helps keep technicians to manage their daily jobs and billing for those jobs.

Cons

Can be a little overwhelming when setting up and first using the software. Takes a bit of training to learn how to use.

Gary from Computer consultant

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

August 2018

Last CRM You'll Need

Pros

It does everything, there's nothing our company needs, from invoicing to tickets to communication with clients, that this product doesn't do.

Cons

Ramp up time, depending on your role, can be a bit lengthy, the training video's provided by ConnectWise are decent, but are sometimes lacking.

Carol from Computer Software

Number of employees:  11-50 employees

Ease-of-use

Functionality

August 2018

Contact management

CW Manage Contact management functiononality ensures our entire team has access and at their fingertips visibility to the full contact record ensuring our clients receive the same high quality care regardless of which department they reach.

Pros

ConnectWise Manage makes managing companies, contacts and pertinent information needed for day to day business needs fast and simple. Easy to navigate pages, customizations by user to quickly find what is important to my position and client specific fields and features save precious time when every moment counts.

Cons

Building customizations by user is a little time consuming and clunky to set up for the first time user. It takes practice to build the queries needed to ensure the results are accurate which can result in missing information if not careful.

Morgan from i.t.NOW

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

August 2018

I have been using ConnectWise Manage for 7 years as an Account Manager/Sales

The ultimate benefit is that I am more organized with it. I don't forgetting about renewals, tickets or tasks. It helps me deliver more consistent service so that my clients get a better level of support from me.

Pros

Tracking customer assets and reminding you when renewals are due are awesome. The flexibility to run client and internal reports are very good. Workflows are great, the automated processes make it so nothing is forgotten or missed. It is a great way for MSP's to stay on top of tickets, tasks, and activities.

Cons

I find it very difficult to search for a closed ticket if I don't know a key word in the subject line. It won't search the body of the ticket for a key word.

Janet from Embark IT

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

Overall this software is a great addition to our business.

Increased data gathering for increased efficiency. Organization of tickets and processes and managing the company.

Pros

I like the way it looks and ease of use. It is very deep and complicated software so it takes time to learn, but once you do it is consistent with the way it works and becomes easy to navigate and troubleshoot.

Cons

It is a complex program and the setup consultant was great but it is hard to know what you don't know. I would have liked more detailed help with the set up.

Mike from i.t.NOW

Specialty:  Software / IT

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

ConnectWise Manage

I work for a managed service provider and this software is essential to what we do. I've used other much more expensive management platforms in the past, and they cost a lot more and had less features. Connectwise does a ton, and I would highly recommend it for any IT service provider.

Pros

Connectwise has a lot of cool features that can help your team stay organized. It can keep all of your client data in one place, and contacts within those organizations are easy to search. We use workflow rules which is a great feature of the software that helps us keep on top of incoming tickets and service requests. We also use it for sales and marketing, procurement, time and expense tracking for our technicians, billing, project management and more. Web based or fat client give you options on how to use it. There is a mobile version as well.

Cons

The backend of the software can get a little confusing when you have to go into setup tables to make changes that you need. The mobile version isn't great from what I've seen. We've had updates that have caused issues and have remained unresolved by the software manufacturer for some time. Custom reports is a little confusing.

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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

ConnectWise Manage is a very powerful tool with lots of integration features but still a bit clunky.

Pros

I really like the amount of integration and the ability to organize objects nicely. I think the dev team is heading in a good direction. We just need to be patient.

Cons

The interface is a little clunky to use and takes quite a while for a new user to get the hang of it. I understand the challenge of trying to polish such a versatile tool.

Joanna from Morefield Communications

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

Easy to use and flexible to implement

Pros

One of the biggest Pros is how easy it is to use and find information. The documentation is updated and helpful too.

Cons

The project management could be better. We are a larger company and need more Project Management tools.

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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

Overall very good product designed by and IT firm for IT firms

Pros

The basic service ticket functionality is the best on the market. With every option a firm could want. You can tell its designed BY an IT firm.

Cons

The syncing of products to our accounting system has to be the most complicated part of the software. Generally only a few employees are involved in this portion.

LinkedIn icon
Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

July 2018

Great All Around tool

I am able to quickly and easily adjust my day with the team. The scheduling aspect of the app is amazing. There are a lot of great features that are drilled down into the application. In a day to day use it's been a great tool for our office.

Pros

I like that it connects with so many other apps to pull data and include in-depth information. The search functionality is really great to be able to look at recurring issues.

Cons

I don't like that there are some UI issues and that it auto opens items when there is only one. When you are trying to gather information is can slow the process down.

Kim from BCS CallProcessing Inc

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

My experience recently has been terrible

I need this product to provide technical support. I am so not pleased at this time and have since requested a demo with Sales Force.

Pros

What I like most about this software is its Service Board ticketing system and that they have a variety of third party integrator that work with the software. It has a lot of bells and whistles to customize what you need to run the service desk team

Cons

What I like lease about the software is that it is not reliable. The email connector is inconsistently working which also means I don't know when tickets are not going through the system and potentially not helping a customer and losing a customer. Another area that it is week is its CRM , our sales team is looking go to sales force. Its not mobile user friendly.

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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

not my chose and would not be

Pros

not just a CRM and has lots of functionality and it's online or in-house and there is connect wise university for learning to use it......which is needed as its so large with options

Cons

poor interface clunky and over complicated for simple tasks easy to mess up and limited connectivity with other programs no simple tools like calendar reminders alarms etc

Hannah from Equinox IT

Ease-of-use

Value for money

Customer support

Functionality

July 2018

There's so much you can do! Unfortunately, quite buggy.

Customization, organization

Pros

There are so many features. You can use this for timesheets, project management, ticketing, sales, etc...I think it's a great ticketing system. You can assign people, set alerts, and manage boards the way you like. I like that there's quite a bit of customization available for views, custom fields, etc. I also love the sandbox tools; being able to test things out is great.

Cons

Using from a sales perspective is kind of a nightmare. Important contacts and companies is awful, and leads to tons of duplicates or little errors if not entered exactly right. Customer service is always available through chat, but not always knowledgable about how to fix things. Feels like a delicate system that can be messed up quite easily.


Displaying 1 - 20 of 124 reviews