ConnectWise CRM Software

4.10 / 5 (159)

About ConnectWise CRM


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.



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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

159 Reviews of ConnectWise CRM

Average User Ratings

Overall

4.10 / 5 stars

Ease-of-use

3.5

Value for money

4.0

Customer support

4.0

Functionality

4.0

Ratings Snapshot

5 stars

(59)

4 stars

(67)

3 stars

(27)

2 stars

(2)

1 stars

(4)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 159 reviews

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June 2016

Michael

Verified Reviewer

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

June 2016

Long time ConnectWise user still loves ConnectWise

I did 3 years of research before deciding on a PSA. I had a very small company at the time (1 person, me) My colleagues thought I was crazy for buying such a robust system for being such a small company. I bought it because of the built in automation and the ability to create complex agreements. I still have it and I have seen it improve immensely over the years. It's has a .net client and a web interface. Supports widget based pods. Meaning you can add the things you want, remove the things you don't want, and customize the interface per user. QuoteWerks, ConnectWise, Kaseya, Quickbooks - and they ALL integrate. Connectwise will try to sell you, quosal, connectwise, labtech. Personally, and this is just my opinion, Labtech is too complicated. I hate the interface tech's have to use, with a passion. I did some subcontracting for a company that uses LabTech and I had a hard time trying to find the tools I'm looking for. Kasey's interface it so much more user friendly, it's web based. took me a week to become familiar with Kaseya interface, used LabTech for 3 months and was fumbling around trying to find my tools. I checked out LabTech recently, June 2016 and it still sucks. I could go on and on.. So I'll just end here. Just buy ConnectWise, you'll be glad you did.

Pros

Mobile iPhone app is A W E S O M E !!!
Your clients can use the customer portal
Constant Updates
Feature request bidding system.
24 hour support
online training videos
Application blueprints, telling you which modules interact with other modules.
Handles complicated and compounded agreements. If you can sell it, ConnectWise can do it.
QuickBooks integration is seamless. if you create a product in ConnectWise it will automatically create the product in QuickBooks when it syncs.
Mark invoices as paid in QuickBooks and sync to ConnectWise.
They are the biggest, so they integrate with everybody.
Go to a big IT conference and ask how many people use ConnectWise. The majority can't be wrong.

Cons

It can be overwhelming for small companies
The north american cloud can be slow sometimes, they know about it, they are rewriting the program so it operates faster but it's a big project. so they release bits and pieces at a time (weekly)
If it isn't in ConnectWise it didn't happen, yeah it adds a bunch of work to your day. Junk in junk out.
Each user needs their own account.
don't buy the on-premise edition, you won't be able to keep up with the updates.
They update so frequently I have to update my QuoteWerks frequently,

March 2011

Alan from Safe Network Solutions

Review Source: Capterra


Ease-of-use

4.0

Customer support

5.0

March 2011

ConnectWise PSA

I would highly recommend IT firms looking to improve their internal efficiency and client support look at CW for a PSA tool. The software is stable, support is great, and updates arrive quickly. Access to your data can be gained through any web browser, iphone / droid apps, or through the native .net application. Many vendors are writing to the CW API allowing for real-time data integration from products such as backup solutions, spam and virus filtering, firewall statistics and even sales opportunities. CW integrates with MANY RMM solutions providing even greater management capabilities. The biggest benefit is by far the great and active ConnectWise community. We are very involved with the ConnectWise users group on a quarterly basis and we attend the partner summit (ITNation) annually. If you are only looking for PSA software, ConnectWise can fulfill that need. If you're looking for a great community of business peers, ConnectWise will bring an even greater ROI.

Pros

We've used ConnectWise since 2007, and over the years, the product has seen a multitude of feature improvements and enhancements. For an IT consulting firm looking to track client agreement invoicing, service level agreements, employee productivity, sales opportunities, marketing campaignment management, or inventory and purchasing, ConnectWise can do it with flying colors.

From a client perspective, ConnectWise makes it easy for end users to submit service requests as well as get the status of said requests. An integrated web portal for clients allows the review of hardware and software assets, service request approvals, and invoice reviews. Additionally, for our larger clients, we've been able to extend service capabilities to in-house IT providers while hosting them through our installation.

Due to the great support, active community, and rapid development, I can't imagine running my business without ConnectWise. While the software is great, the community is even better.

Cons

I ranked Ease of Implementation as 3 stars. Keep in mind that we implemented CW in 2007, so much of the onboarding may be different today. Given the capabilities of the software, some pain should be anticipated and expected as you learn how to utilize the software.

Additionally, setting up the integration between ConnectWise and other 3rd party apps can take some time. With most applications, you setup 1 or 2 API accounts, grant access, and test the integration. Some integration takes more time.

One example is the integration for QuickBooks. To really get the accounting side setup, expect to spend some time and money working with a qualified accountant (if you don't have one on staff) to ensure all data is passing through and classified correctly.

Even with the cons of setup, the ConnectWise University is very well done. Video tutorials are available on almost any aspect of management, and step-by-step checklists are available for just about any multi-step process.

December 2017

Ryan from IOFFC

Company Size: 11-50 employees

Review Source


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

December 2017

CRM, ERP, PSA.. too many acronyms - this is the full platform for IT, telecommunications, MSPs, and other service businesses

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.

July 2018

Mike from i.t.NOW

Company Size: 11-50 employees

Review Source


Ease-of-use

3.0

Value for money

3.0

Customer support

4.0

Functionality

5.0

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.

April 2017

Lewis from InterDev

Company Size: 51-200 employees


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

April 2017

ConnectWise in Outsourced IT Model

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.

May 2017

RIon from SumnerOne

Company Size: 201-500 employees


Ease-of-use

3.0

Value for money

3.0

Customer support

4.0

Functionality

5.0

May 2017

ConnectWise - Great tool but is it the

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.

July 2016

Greg from Solarus Technologies


Ease-of-use

3.0

Customer support

4.0

Functionality

4.5

July 2016

Connectwise CRM Review

Pros

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.

Cons

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.

June 2019

Eli from Wolf Consulting, LLC

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3.0

Customer support

3.0

Functionality

4.0

June 2019

Quality Program with a High Level of Complexity

Overall, I have been happy with the product. The most important improvement that the company could make would be to improve first level support.

Pros

ConnectWise Manage allows my company to track and manage service desk tickets and customer relationships effectively. There is a high level of customization available and the product is regularly updated.

Cons

Withe the high level of customization comes a high level of complexity. This can be daunted when learning to use the product. New users will frequently run into unplanned "gotchas" due to the complex nature of ConnectWise Manage. First level support can be frustrating to work with at times. There seems to be lack of expertise and a lack of willingness to dig deep into issues in some occasions. Fortunately, when my cases have been escalated, I have had much better results.

June 2018

Colin from True Vision Cleaning

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

June 2018

Incredibly vast array of useful integrated tools.

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.

Response from ConnectWise

Replied 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!

February 2017

Sean from Tegrit

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

2.0

Functionality

5.0

February 2017

Very good PSA software with mediocre support and subpar performance

We love the product, regular updates and feature improvements, but it's performance on even very robust hardware is stunningly poor. The timeliness of their support is also very lacking routinely taking days to ask for information included with the original ticket.

Pros

Tons of features, regular updates, and improvements multiple times per year.

Cons

Performance is horrible
Support is poor
Used car like sales experience
There are arbitrary limitations to what can be done through the interface and API. The data is there but you cannot automate or take action on it without manual intervention.
Requires third party software to get meaningful performance metrics

Response from ConnectWise

Replied February 2017

Hi Sean, thanks for taking the time to write this thorough review. We are pleased to hear you love ConnectWise. We also greatly value your feedback regarding our support and limitations. It will be passed on to the appropriate departments.

October 2018

David from Riverbank IT Management

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use