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.



131 Reviews of ConnectWise

Overall rating

4.0 / 5 stars

Showing 1 - 20 of 131 reviews

December 2018

Jeremy from CareServ Technologies

Company Size: 11-50 employees

Review Source: GetApp


Ease-of-use

1 of 5

Value for money

2 of 5

Customer support

1 of 5

Functionality

3 of 5

December 2018

ConnectWise Manage for and MSP/Consulting Company

Pros

ConnectWise allows for a lot of customizations, works well across multiple platforms, offers a SAAS based model, has a lot of modules to utilize. Good for you beginning MSP looking for an advanced ticketing system with some bells and whistles.

Cons

Support is very lacking with next to no off hours support and they try to bill you for a training project at every turn. The SAAS solution runs well until you try and utilize report writers or anything that is customized (i.e. Customer invoice formats) and then becomes extreamly slow. After you move to the Mid sized market you will find this very hard to grow or expand wth your business. And anything you want assistance will will cost you over 200 per hour to reconfigure your system.

November 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

1 of 5

Customer support

2 of 5

Functionality

3 of 5

November 2018

It takes time to get used to it

Pros

As much as I hated this ticketing system, it's come to grow on me. This system is robust. It's really hard to implement if you are coming from your own systems. Once you customize it gets a bit easier. Also it's super important to establish workflows for techs. Otherwise it's really difficult to navigate. However i have gotten used now seeing my calendar with time overlays which helps keep me on track. The calendar for me is my favorite part to be it's central for working because it allows you to work the rest of the portal.

Cons

I came off of TeamSupport which had the ability to insert Rich Text into tickets which made my visual way of working much Easier. Connectwise does not have the ability to do that. It's super clunky and makes it painful to attach screenshots. I also wish the global search feature was much better.

November 2018

Giamarie from Sprout Solutions

Company Size: 51-200 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

ConnectWise exceeded my expectations

Get your work done easily with this tool!

Pros

One of the coolest feature is the option to select if the ticket input is for a customer or for another department. That saves me from sending emails to notify my team about a ticket under their responsibility.

Cons

I think the interface is a bit crowded, a simpler one would be nice. Nevertheless, all its functions are awesome!

November 2018

Judah from ALLSITE IT

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

2 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

4 of 5

November 2018

manage review

Pros

manage to pack a lot of different aspects of the business in one piece of software

Cons

very finicky and tough to customize. reporting is difficult to customize

October 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

October 2018

Great tool for MSP's

Overall, Manage has been a strong unifying factor for the company. We're still in the middle stages of implementation, but already it has changed the way the company information is accessible for the better.

Pros

The fact that it can handle all aspects of the business in one tool means all information will be that much easier to find and act on. Marketing, Sales, Projects, Service, Invoicing...all tied together.

Cons

There are so many features, that it is hard to know when things are configured enough to get started. I finally had to just take the plunge and implement what was configured. Once the dust settled, I was able to slowly add more features as my users continued to receive training.

October 2018

Amber from Information Technology and Services

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

4 of 5

October 2018

easy to use, easy to navigate

Pros

The ease of use and ability to locate the data you're looking for quickly is great. It's been a great tool for us

Cons

not linking with other software that we use

October 2018

David from Riverbank IT Management

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

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.

October 2018

Patrick from Eyetech Ltd

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

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

October 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

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.

September 2018

Spencer from MongoDB Inc.

Company Size: 501-1,000 employees

Review Source


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

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.

September 2018

Dan from Tampa Bay Lightning

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

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.

September 2018

Josh from DNSFilter

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

5 of 5

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.

September 2018

Malcom from CHITSA IT LLC

Company Size: 501-1,000 employees

Review Source


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

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.

September 2018

David from Computer Dynamics of North West IL LLC

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

5 of 5

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.

August 2018

Gary from Computer consultant

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

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.

August 2018

Carol from Computer Software

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

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.

August 2018

Morgan from i.t.NOW

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

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.

July 2018

Janet from Embark IT

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

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.

July 2018

Mike from i.t.NOW

Company Size: 11-50 employees

Review Source


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

5 of 5

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.

July 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

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.