ConnectWise Manage

CRM for the Best in the Biz!

Opmerkingen: 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.

Pluspunten:

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).

Minpunten:

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.

A great solution to combine all the needs of an MSP

Opmerkingen: We signed up with Manage over 12 years ago and have never looked back. It is constantly being improved, it links our RMM tool with the CRM capabilities and provides all of our staff with their base Software to be running day in, day out.

Pluspunten:

We primarily purchased Manage for its Ticket facility. It now integrates all of our departments, including finance, support, sales and procurement.

Minpunten:

Most of the gripes over the years, have been resolved to be honest, though regular updates. In terms of pricing, it's not the cheapest out there. But it does the job well. I guess the support has been better in the past. More often that not now, if you get a problem, it's rarely a quick fix. It has to get escalated etc.

Solid Sales Team With Abysmal Support

Opmerkingen: Horrible...sales team was excellent at promising the world, but implementation and support were terrible.

Pluspunten:

Cloud based, ticketing system was more user friendly than what we had

Minpunten:

Implementation, support and security teams are incapable of understanding basic high security enterprise environments. Product was built to function one way and one way only, if your environment didn't conform to how they wanted it to run you had to make major security holes to implement. When partner care was contacted about terminating contract for the inability to deliver a secure product, they said "too bad, you signed the contract"

Easy to navigate; robust

Pluspunten:

As the name implies, ConnectWise connects EVERYTHING. Purchasing records can be tracked back from service tickets attached to configurations. There are plenty of places for pictures and other attachments. I love how comprehensive this software is.

Minpunten:

The KB is very basic and not ideal for an MSP. Tier 1 support is often very unhelpful, and it takes a while to get to Tier 2 sometimes.

Connectwise Suite for MSP

Pluspunten:

I love how much you can do in this software. I feel like everything you need is in connectwise manage and its a great way to keep an MSP's cost down by adding this to complete everything you need from sales to tickets to project portals.

Minpunten:

The support can be a bit off most of the time its guesswork. Which is done by the IT person usually first but the chat option can be tiresome sometimes.