ConnectWise PSA

Connectwise Manage

Kommentare: We are using this product to keep track of all our customers, their systems, software and the tickets assigned to those systems

Vorteile:

We like Connectwise Manage because it is very detailed and allows us to keep notes on all of our customers - what we have done for them in the past and service tickets for everyone.

Nachteile:

The Connectwise platform is very detailed so the learning curve can be very high when you are first starting out. Instead of importing our information, we just input everything.

Complete solution but slow as molasses

Vorteile:

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.

Nachteile:

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.

Bloated software and a real lack of partnership

Kommentare: Negative. They made several accounting mistakes internally and tried to get me to pay for their mistakes.

Vorteile:

The software is very feature rich and has everything a large IT company will need

Nachteile:

Their billing structure, long contracts, and lack of a real partnership approach. You are nothing more than your contract and they will not hesitate to take legal action against you.

Boosting Productivity with Automated and Centralized Management

Vorteile:

ConnectWise PSA has been a valuable asset for managing my business operations, offering a single platform to handle project management, ticketing, and billing. The software's automation features have saved me time, allowing me to focus on growing my business. The integrations with other tools have streamlined my workflow, and the reporting functions provide insights to make informed decisions. Overall, ConnectWise PSA has helped me stay organized and efficient.

Nachteile:

ConnectWise PSA's setup can be time-consuming. Be prepared to invest effort in configuration.

Great tool, great features

Vorteile:

I like how ConnectWise integrates other systems and applications to help keep lots of things in less windows. Between RMM and the ticketing system, we use ConnectWise daily and some use it all day long.

Nachteile:

Sometimes the features don’t work as well as we’d like it to or we wish there could be more features to make our job easier, but sometimes you have to stick with what works well and wait for the devs to work out the kinks before it’s released.

RMM tool for me and my team

Vorteile:

I really like the real time monitoring and remote management. You can concurrently gather performance data. In addition, you can connect to multiple workstations.

Nachteile:

I have no negative feedback yet during the 9months that I have been using the software

ConnectWise PSA Has Effective Features

Vorteile:

I like the efficiency of ConnectWise PSA. ConnectWise PSA makes work easier for us.

Nachteile:

No dislikes about ConnectWise PSA. ConnectWise PSA is amazing.

Excellent!

Kommentare: Excellent. Moving our Finance Dept to CW was one of our most important decisions.

Vorteile:

All our company in one single Tool. From Service to Finance. All the agreements, all the invoices. What is not in CW it does not exist.

Nachteile:

Sometimes it's realy complex to use and understand. But once you get used to ALL the things it has, it's a must have tool.

ConnectWise PSA great App

Vorteile:

Its easy to use and very user friendly, and quick to use to remote into someone's pc.

Nachteile:

Sometimes I couldn't remote into someone's pc, so had reinstall the app, even if it was updated.

Why I like ConnectWise PSA over the rest

Vorteile:

I like their Desktop Client, which I don't see in AutoTask. It's made my life easier a lot of times. Even if you hit the refresh button accidentally, the ticket note's start time won't reset.Though we think it is great when everything can be accessed over a web browser, it isn't always true.

Nachteile:

The lack or notifications feature when you have an update to a ticket.

Do not do business with this company!

Vorteile:

No comment. Their handling of contracts has overshadowed any potential pros.

Nachteile:

CW will try to take advantage of you while you are in contract with them. They are only interested in making more money and not valuing the needs or comments from a customer.

ConnectWise PSA is a game changer for managing my projects and clients.

Vorteile:

The intuitive interface and robust features make managing projects and clients a breeze.

Nachteile:

However, the initial learning curve can be a bit steep for new users. Some features could be more user-friendly.

CwM

Vorteile:

The ticketing system is customizable and allows many useful workflows.

Nachteile:

The projects and products section is an absolute nightmare that shouldn't be used.

Full of features

Kommentare: Work ok for all our need but sometime it feel too heavy, you need to learn to work with it since its not the most intuitive solution on the market

Vorteile:

CW is really feature richMaybe sometime too much

Nachteile:

ExpressiveHard to used for quote and proposition follow

Easy to use and reliable

Vorteile:

It's very simple and offers great features.

Nachteile:

Sometimes it can be confusing when implementing new tools were things are located.

OVeral shocking experience

Kommentare: We have literally had zero benefits working with Connectwise. Its cost us £000's and we have wasted so much time since using Connectwise..... its the single worst decisions we have ever made as a business.
We spent and invested a lot of time ensuring we would get the most out of it, but it just hasnt happened... the issues are too frequent, support to slow and overal a very bad experience. Reaching out to Connectwise with a long list of issues has resulted in 4 people calling to say how sorry they are, any they WILL definaltey help but then the next update is the ticket closing - thanks.

Vorteile:

The end of the ady when i can log out of Connectwise. The Contract part and some automation is good.

Nachteile:

Practically everything else: Slow - keeps hanging when doing tasks such as save a ticket, send and invoice, close tickets - you know really important tasks which should be almost instant. absolute zero support from CW. Been told its a programming issue with bulk tasking and it will be fixed - still waiting, much like when using ConnectWise manage - always waiting. Then there is the general support - lacking to say the least. Then the onboarding - they say we get you completely up and running. What they should have said is You'll want to be running away by the time you come to use the product. Unless you learn it all in the onboarding process your on your own or you have to pay a huge amount more for help. They literally just churn you out and get the next lot of sheep in. Sales team lied about how it would interact and sync with Xero. Told me the same way as Quickbooks does and then showed me how QuickBooks Desktop syncs, saying just like this.... IT DOESNT you have to pay someone else to move your data from your PSA to your accounts package REALLY @ $245 extra per month. Didnt tell me that before i signed up. Cloud console which was supposed to save time by synchronising Office 365 licenses to contracts was often wrong, very clunky and then stopped working - another paid feature of Connectwise that didnt work. I could go on, but you get the picture. Its not all smooth sailing and is causing lots of issues in our business. We tried to reach out to CW but they're not helping

Long time ConnectWise user still loves ConnectWise

Kommentare: 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.

Vorteile:

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.

Nachteile:

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,

Robust software

Kommentare: The support is really good, which is important as sometimes the settings are hard to get right. I wish they had had better advice on the setup between Connectwise and Quickbooks as it took a while to get things flowing correctly.

Vorteile:

There are a lot of built-in features. It is good for being able to share information between departments. However, there are so many different features, it can be overwhelming for new employees when they first start. It seems to take people a while to really get the hang of it. It is nice having sales being able to see the same invoices as accounting, which saves time of having to send them to them when they have questions.

Nachteile:

The reporting features. While they have a report writer, it is quite difficult to use. It is also chronically slow to load. The second thing is it also seems like in the last year I've had more of my tabs lock up in all areas.

ConnectWise PSA

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Connectwise gets the job done but could use a facelift

Kommentare: Overall it is a good platform and ecosystem. They have acquired many other platforms and services over the years. Being a market leader would just like to see more out of CW.

Vorteile:

At the end of the day CW manage does what we need it to do. It's strong suits are ticketing, configuration tracking, and large of integrations. CW is one of the largest PSAs out there in the MSP world and they are stil here for a reason. Tight integration with their RMM automate is a big plus as well.

Nachteile:

To me being a long time user I woudl like to see greater progress with updates and improving the user interface. CW from 10 years ago doesn't look much different than CW of today. While features trump usability at some point it starts to weigh you down. Especially when comparing to other platforms that seem to be up to speed with the modern age.

Plenty of functionality but is there too much?

Kommentare: Connectwise PSA does the job well enough, but we often find ourselves eyeing up competitors. That said, we never make the jump because the grass isn't usually any greener and Connectwise PSA does offer so much integration that is nearly impossible to beat!

Vorteile:

Connectwise PSA integrates with so many platforms that this is really its key strength.

Nachteile:

The software is often slow and suffers from being too bloated. There are so many configurable options and different modules that it is frankly overwhelming. The sheer vastness of the modules, areas, menus, configurations etc usually leads to frustration because you feel you aren't getting value for money - simply because you can't know it all.

Great PSA product

Kommentare: Very good

Vorteile:

Does everything our practice needs from sales to invoicing to run the business

Nachteile:

Issue management requires a lot of customization, could be made easier to automate

Good software with great support. Somewhat complex to manage

Kommentare: Whilst it is still a work in progress, we are definitely using ConnectWise to improve our business processes and effectiveness.

Vorteile:

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

Nachteile:

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.

Its a good piece of software but its clunky

Vorteile:

It has a lot of options and can do a lot of different things. Its open source so it can be modified with a good programmer to fit individual businesses needs.

Nachteile:

Its very clunky and hard to learn and navigate. There's many sub menu's and sub tabs for every high level tab and it can be difficult to find everything you want quickly and easily.

ConnectWise Manage has improved in the past two years.

Vorteile:

I like the integrations (we user ConnectWise Sell, QuickBooks, Kasyea, WarrantyMaster for example). It does well in managing sales Opportunities and Service Tickets. The Workflow Rules allow us to customize actions, and Ticket Templates allow us to standardize the tasks that technicians need to follow when working a specific ticket type.

Nachteile:

The Project Management and Knowledge Base components could use some overhaul. The user portal is a great idea in concept, but the presentation is antiquated. We would love to use it more but we would rather it look more up to date before pushing it to our clients.