ConnectWise PSA vs IT Glue: Which is a better fit?

Aleksandr: My name is Aleksandr, I'm the Chief Operations Officer at Made By WiFi, we are a company consisting of six employees, and I would rate ConnectWise a two out of five. So before starting Made By WiFi in 2017, I had worked for an IT firm that had used ConnectWise. We needed a program similar for our business, we realized that we know ConnectWise, so we just jumped in. We didn't really explore any other options, and because of the familiarity and the lack of onboarding required, that was the reason for our choice. So we chose ConnectWise because we needed a software where we can host our customer data, create tickets, track time, as well as integrate with Google Calendar. We were familiar with ConnectWise well enough to know that they did all of these relatively well. We knew that the onboarding was not going to take much time because of the familiarity in-house, and that was the main reasons driving our decision. ConnectWise was relatively easy for us to get started considering we had some experience beforehand, though I remember the first company I worked with where we used ConnectWise, it was a very difficult process. It required watching a lot of videos, learning whatever modules you had to learn within the program. I think it took several weeks, both of watching videos and working with their onboarding team to try to get the software set up specifically for the company and the way we'd like to use it. So if you're looking to explore ConnectWise, I would seriously look into what exactly you need for your company. ConnectWise is a very complex software, which can be bloated for some companies. Definitely consider your needs. Definitely look at what's a deal breaker and what's not. Consider the cost, the monthly cost of the services, as well as the length of time. I believe ConnectWise only does contracts, one year, two year, and you're not going to get out of those contracts if it doesn't work for you in a short period of time. So definitely consider all of your needs and exactly what you need for your company to function before selecting ConnectWise.

Eric L.: My name is Eric. I'm the president of Terra Cloud and I would give IT Glue pretty much a five star rating. IT Glue, which we've been using quite a few years now, we were doing it the same way that all the old-fashioned MSPs did it. We were doing it with Excel spreadsheets and Word documents and things along those lines. So the necessity to have something that was secure, easy to access, and available anywhere was where we found ourselves with IT Glue. It was pretty much the only real solution on the market at that particular point in time. There were some others. There were some do it yourselves, bake your own documentation system, but they were all very rudimentary so we chose IT Glue because it was a ready to go solution. Getting started with IT Glue was difficult. It required a bit of commitment, time to actually get the documentation and process. The platform was also evolving at the same time, so their new features coming out on a regular basis. So we were always trying to keep up with what's new, what can we do with the product next. And then getting employee buy-in, making our resources, understand and the necessity of having good valid documentation and having an accessible and accurate. Accurate being the most important thing. So one of the big issues with getting our users involved or actually participating in documenting things properly and accurately was having a system that was readily available to them that was easy to understand. And also in IT Glue, we have the ability to, not necessarily gamify, but track user status and reward people for maintaining accurate documentation.