User Reviews
ConnectWise PSA by ConnectWise
USER REVIEWS - All reviews
Purchased Date: October 01, 2007
Owner, Safe Network Solutions
March 18, 2011
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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.
Overall
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.
Purchased Date: N/A
Web Developer/Designer, 14 Perspectives
April 14, 2010
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Pros
On the surface, ConnectWise is a full featured business management suite. It boasts features such as a support ticket system, project management tracking and client billing with integrated time-tracking. The wide-array of features bundled in the ConnectWise software allows the business user to accomplish practically any business management function in multiple ways. The work-station installation is pretty easy and only requires .NET and Internet Explorer running in a Windows environment.
Cons
Persistent bugs and .NET errors make ConnectWise highly unusable. By not streamlining application features the end user is left spending countless hours trying to figure out the best way to use the software.
Permission based user account controls add additional difficulty to the administration of ConnectWise. Lack of permissions can cause numerous business down-times. Project management capabilities are overly-complicated typically taking the administrative user multiple trial-and-error attempts.
Tickets submitted to the ConnectWise product support department gained an initial response within one or two business days. Resolution could take up to a week. In one instance better product documentation could have provided an answer but waiting for one week to get a response from the support department was unacceptable. In another instance there was no solution for a Windows 7 compatibility issue. The "canned" responses were typical but didn't provide any resolution.
Overall
ConnectWise can probably streamline the majority of business management. However the overly-complicated graphical user interface and lack of documentation drastically diminishes any positive features included in this business management software. Final verdict, pass on this product!
