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.

 

ConnectWise CRM - Customer information
 
  • ConnectWise CRM - Customer information
    Customer information
  • ConnectWise CRM - Opportunities
    Opportunities
  • ConnectWise CRM
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Web browser (OS agnostic), Windows 8, Windows 10

123 Reviews of ConnectWise CRM

 

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Software Advice Reviews (13)
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Showing 1-13 of 13

Spencer from MongoDB Inc.
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2018

September 2018

I love the ConnectWise

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Malcom from CHITSA IT LLC
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2018

September 2018

Excellent product! No doubt!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Mike from i.t.NOW
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

ConnectWise Manage

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Jake from CIE Tours International
Specialty: Hospitality / Travel
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

June 2018

June 2018

Great Tool - Lacks Intuitiveness

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Glen from Twinstate Technologies
Specialty: Telecommunications
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Powerfull, but lacking in some areas.

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Once you get a feel for the software, there is a lot you can do with it. Very transparent system, powerful reporting options.

Cons

Takes some time to master reporting and you essentially need a full-time systems admin who can become an expert. Prepare for serious investment in training in order to get everything you need out of the software.

Review Source
 
 

Brent from KSMC
Specialty: Consulting
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

ConnectWise Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

There are a lot of features that this product has. The data points that can be tracked are massive.

Cons

The user interface is slow and cumbersome. Navigation is not intuitive and it can be frustrating trying to move to another area of the app.

Review Source
 
 

Rajan from poly6
Specialty: Manufacturing
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2018

February 2018

Overall, good experience

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

easy to use and value for money. before suggesting this product to one of my friends, i did some research and looked for other alternatives. they were bit expensive.

Cons

I reached out to customer care few times but their advice was not so useful. i would suggest the company to work on this area.

Review Source
 
 

Ryan from IOFFC
Specialty: Hospitality / Travel
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2017

December 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Steven from Alpine Testing Solutions
Specialty: Other services
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2017

August 2017

Painful

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

Don't use it.

Pros

Time tracking is very straight forward and easy but this is the only feature in the product that is.

Cons

Invoicing process is not intuitive, there are several steps to complete in the process which are very time consuming, and is a difficult process.

Review Source
 
 

RIon from SumnerOne
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

May 2017

May 2017

ConnectWise - Great tool but is it the

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

Lewis from InterDev
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2017

April 2017

ConnectWise in Outsourced IT Model

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

Greg from Solarus Technologies
Specialty: Software / IT

July 2016

July 2016

Connectwise CRM Review

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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.

Likes Least

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.

Recommendations

I would say to wait until you understand the software and how it works as well as how it effects the business. Does it increase productivity? Who uses it? What departments use it most and for what reasons etc. These are some of the questions you want to be able to answer prior to evaluation.

 
 

Seth from iProv, LLC
Specialty: Software / IT

July 2016

July 2016

Risk and Reward

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

Fast and accurate support, wide range of customizability, and continual updates to improve the product

Likes Least

complex and easy to lose track of customizations and how they interact

Recommendations

Take your time when evaluating it and truly understand it - quickstarts are good, but only guides. You need a firm dedication to the tool and at least 1 or 2 skilled experts on the tool to optimize it for your company.

 
 
 
Showing 1-20 of 110

Patrick from Eyetech Ltd
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 2018

10 years using ConnectWise and still delivers what it promises

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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

Review Source: Capterra
 


October 2018

October 2018

Great CRM for Managed Service Providers!

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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.

Review Source: Capterra
 

Dan from Tampa Bay Lightning
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2018

September 2018

A full service communication suite

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Josh from DNSFilter
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2018

September 2018

Thorough IT management software

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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.

Review Source: Capterra
 

David from Computer Dynamics of North West IL LLC
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2018

September 2018

Helps keep track of all of your technicians and jobs.

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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.

Review Source: Capterra
 

Gary from Computer consultant
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2018

August 2018

Last CRM You'll Need

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 

Carol from Computer Software
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2018

August 2018

Contact management

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

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.

Review Source: Capterra
 

Morgan from i.t.NOW
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2018

August 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Janet from Embark IT
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

Overall this software is a great addition to our business.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 


July 2018

July 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 

Joanna from Morefield Communications
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2018

July 2018

Easy to use and flexible to implement

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 


July 2018

July 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 


July 2018

July 2018

Great All Around tool

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Kim from BCS CallProcessing Inc
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2018

July 2018

My experience recently has been terrible

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 


July 2018

July 2018

not my chose and would not be

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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

Review Source: Capterra
 

Hannah from Equinox IT

July 2018

July 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Matt from IT 4 Offices Ltd

July 2018

July 2018

Should be so much better

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Casey from CompuTant
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

Powerful yet restricted in some aspects

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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

Review Source: Capterra
 

Amanda from Worksighted

June 2018

June 2018

Can do everything within Connectwise

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 


June 2018

June 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 
 
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