CRM for the Best in the Biz!

With ConnectWise Manage behind us, we've spent the last 6+ years blazing a trail in our local market. Taking on client for year over year growth. And not enough thanks can be given to the tools that helped us get there. With a friendly (now giant) team behind it, ConnectWise Manage integrates with, and has truly become a standard in the industry. You've been with the rest, now get with the best.

Pros

ConnectWise Manage has enough features to essentially run your entire business out of! When it comes to tracking issues, maintaining inventory and documented details across many partners/clients/sites - this is THEE tool. Abundant resources to learn the tool exist including certification learning courses. (You're going to want to take them).

Cons

Interface has been ignored for a long time - its universally uglier than ALL of its competitors. This has been massively improved over the last year and continues to get better as it is finally a focus for them after the many recent developmental hurdles they need to address from the various M&A from the last 4 years. Some more advanced features really require some 'higher' learning to understand and best implement. Thankfully they have many MANY resources for this.

Good Ticketing System for MSP and IT companies

I wish they would get Rich text right. TeamSupport has this perfectly and they are a much smaller company. Another downer is the integration with ITGlue I think it's a bit clunky and if you add the Automate integration it almost loses it's mind. I wish there was a better way to integrate all these platforms. But mainly the rich text could go a long long way for visual users.

Pros

There are a lot of features on this platform that would be of interest to MSP's. The time entry, calendar ease, global search. Asset and configuration and contact addition is great.

Cons

One thing i strongly dislike about Manage is that you can't add rich text to the ticket entries not drop images which make things easier for tech just picking up on tickets.

ConnectWise is a horrible company and has mediocre products

Regretable. I regret spending $1600/mo for 3 years on a product that was NOT worth it. I went from spending $300/mo to $1600/mo for a lesser product. Locked into an inferior product by a deceitful sales team.

Pros

ConnectWise Manage has a wide birth of functionality. It has 80% of what an MSP needs to manage its service offering. We used the product for 3 years. We used it for ticketing, project management, product inventory, lead tracking, marketing, and client communications. The product's maturity lead us to use many integrations with other services and products.

Cons

It's so hard to pick just one thing that I liked least. The company itself was my biggest issue. The sales team had no sense of ethics and resorted to lying in order to make a sale. If ignoring the deplorable ethics of the company, the product itself has innumerable flaws. The one thing we could not get past was our struggle to regain the efficiency we had prior to using ConnectWise Manage. We took an 30% efficiency hit using ConnectWise Manage. Previously we used MaxFocus Service Desk, and since moving away from ConnectWise we use SolarWinds MSP Manager. We immediately regained our lost efficiency and have maintained it for the past 6 months. ConnectWise Manage had great automation, but the number of clicks and manual steps required to take advantage of it were not worth it.

MSPs need to know about Connectwise Manage

We have saved a lot of time and have increased logged tickets and time for clients.

Pros

Ikke the ability of Connectwise Manage to log tickets and that it allows my team to add pictures and documents for better tracking. I also like the mobile app so my team can add and update tickets on-site

Cons

Leaning the new ticketing system as well as integrating with Automate was a bit of a challenge. ConnetWise support was able to assist us and get it setup.

Complete solution but slow as molasses

Pros

Almost every base is covered in the desktop version of Connectwise Manage. The web version is quite complete as well. The mobile app is horrendous.

Cons

Slooooooowwwww. I can't stress enough how slow it is. Every user at our company complains about how much it lags. It doesn't matter where we are or which computer we are using. It is slow. Gigabit internet connection at home and at the office, slow. Brand new 8th gen CPU desktop with SSD. Slow. Laptop. Slow. It is painful. Loggin tickets just gets us the same replies. Try clearing the cache. Try restarting. Report slowness next time it happens so we can check.