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.

Supported Operating System(s):
Windows 7 , Windows Vista , Windows XP , Mac OS , Linux , Web browser (OS agnostic) , Windows 8 , Windows 10

110 Reviews of ConnectWise CRM

Showing 1 - 20 of 110

Start your review of ConnectWise CRM

Click to start
  • Morgan from i.t.NOW

    Number of employees: 11-50 employees

    August 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Janet from Embark IT

    Number of employees: 11-50 employees

    July 2018

    Overall this software is a great addition to our business.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Mike from i.t.NOW

    Specialty: Software / IT

    Number of employees: 11-50 employees

    July 2018

    ConnectWise Manage

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Verified Reviewer

    Number of employees: 51-200 employees

    July 2018

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

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Joanna from Morefield Communications

    Number of employees: 51-200 employees

    July 2018

    Easy to use and flexible to implement

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    July 2018

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

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    July 2018

    Great All Around tool

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Kim from BCS CallProcessing Inc

    Number of employees: 51-200 employees

    July 2018

    My experience recently has been terrible

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    July 2018

    not my chose and would not be

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Hannah from Equinox IT

    July 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Matt from IT 4 Offices Ltd

    July 2018

    Should be so much better

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    worked out what not to use

    Pros

    There are lots of features, crm, helpdesk, sla management, project management.
    They provide a course which is aptly named university - as you will need a degree to work out the way they set up the system, its not logical!

    Cons

    Support from connectwise is poor and got worst when opened their uk office. Been using CW for 6 years. When it works its good. When it breaks you have to wait for USA support to wake up. Then you will get a read the manual option, if they don't close the ticket before answering.
    It is expensive and they then expect you to pay to join them on their jolly meet ups.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Jake from CIE Tours International

    Specialty: Hospitality / Travel

    Number of employees: 5,001-10,000 employees

    June 2018

    Great Tool - Lacks Intuitiveness

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

    ConnectWise is a tool that supports all avenues of IT Services. It's a multi-tool ticketing platform that can be used for many different facets of Ticketing. Very easy to manage the operations side of things.

    Cons

    Very very and I cannot stress this enough, very unfriendly for new users to adopt. Requires A LOT of time and dedication to get the hang of this product. It's quite vast and can be intimidating to approach.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Casey from CompuTant

    Number of employees: 11-50 employees

    June 2018

    Powerful yet restricted in some aspects

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

    - Very powerful database structure for managed services and B2B
    - Can be hosted on virtual server
    - Workflows can be used for automating processes

    Cons

    - Extremely rigid customization, perplexing at times
    - Can't delete multiple entries at once! Have to go one by one.
    - Hard to master and learn
    - Extremely dated and boring training videos

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Amanda from Worksighted

    June 2018

    Can do everything within Connectwise

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

    I love how it ties with Quickbooks, makes transferring invoices and data so easy. Also great that it is so multi functional. We use it for customer interactions as well as for internal use and inventory.

    Cons

    Some of the updates can be confusing, however used to the changes in a couple of days time. We have a lot in our system, but loading time tends to be lengthy.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    June 2018

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

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 2-10 employees

    June 2018

    Clumsy and Not Intuititve

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp
  • Verified Reviewer

    June 2018

    Worth what you put into it

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Aleksandra from Fully Managed Technology Inc.

    Number of employees: 51-200 employees

    June 2018

    Not bad but still has to be improved

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Colin from True Vision Cleaning

    Number of employees: 2-10 employees

    June 2018

    Incredibly vast array of useful integrated tools.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

    Response: ConnectWise, ConnectWise

    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

    A major change to how we run our managed services business

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

    Response: ConnectWise, ConnectWise

    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!

Do you use ConnectWise CRM?Write a Review
In just fifteen minutes, the experts at Software Advice can help you narrow down the right software for your organization. Call us for a Free FastStart Consultation: (844) 852-3639