ConnectWise Manage provides a complete business management and process automation app for technology companies such as IT service companies, cloud service providers, software developers, professional services, security, managed service providers, and telecom. The workflow rules defined in ConnectWise Manage cover all areas of the business, from sending targeted marketing campaigns, to tracking service delivery through service level agreements, to invoice creation and financial management. The app can be used for help desk and ticket management, project management, time tracking, customer relationship management, cloud application management, monitoring and billing, technician dispatching, asset tracking, billing and invoicing, procurement, inventory management and more.
ConnectWise Manage offers a solution to streamline IT and ITIL, with automation options for incident management, availability management, request management, service-level management, service reporting, service asset and configuration management, and knowledge management. The customizable dashboards and reporting tools give detailed insight into all your most critical KPIs. ConnectWise Manage also comes as a mobile app for dealing with service requests and access data on-the-go.
Avantages
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.
Inconvénients
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.
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.
Avantages
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.
Inconvénients
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,
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.
Avantages
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.
Inconvénients
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.
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.
Avantages
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.
Inconvénients
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.
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.
Avantages
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.
Inconvénients
I would like to see a more robust reporting toolset to build the complex SLA reporting required for our government clients.
Contact sales for a quote.
Technology has quickly become one of the fastest-growing sectors worldwide, and the newest entrants into this thriving industry need smarter business management and process automation platforms in order to flourish. ConnectWise is a web-based solution that streamlines the way technology solution providers, cloud service providers, software developers, professional services firms, security, telecom businesses, and others manage IT.
Developed as a complete business management and process automation platform for organizations in the technology industry, ConnectWise gives its users tools for gaining a clearer picture of where their profits are impacted and where they might be missing opportunities.
Using customizable dashboards and reporting tools, ConnectWise users can get detailed insights into their most critical KPIs. Top ConnectWise features include tservices, ticketing, projects, billing, sales, marketing, as well as customizable reporting and dashboards.
ConnectWise was created specifically for companies that sell, service, and support technology. ConnectWise is a Business Management Platform that unifies systems into a productive flow of information and communication.
Services, Ticketing, Projects, Billing, Sales, Marketing and Reporting are combined into a single platform providing one centralized location for data, along with a 360-degree view of your organization and client base. And repetitive tasks are eliminated by workflow automation.
ConnectWise is much more than software, it’s a support system for your business. Our world-class internal support team is available to solve issues anytime, anywhere. Plus, you’re invited to plug into forums, workshops, and the experience of over 100,000 users in our ConnectWise community.
ConnectWise had developed a CRM solution that works to keep all customer data and sales information stored securely in one location. This makes it easier for technology firms to manage their sales pipelines and keep their sales funnels full at all times.
Visit your ConnectWise dashboard to take a look at how you’re performing based on a set of pre-defined metrics. ConnectWise’s CRM allows you to easily see where you stand at any given time.
ConnectWise’s help desk management solution utilizes a proprietary ticketing system to enable organizations to provide the best support possible to their customers and clients.
When you use ConnectWise’s help desk management solution, you’re able to centralize all customer conversations in one platform. Communication can then be automated using workflow rules, with pre-determined responses being sent out to let clients know when their tickets have been received or resolved.
Technology businesses need advanced billing software, and this is an area where ConnectWise really delivers. ConnectWise’s billing and invoicing software keeps financial data accessible to business users, with smart contract management, automated invoicing, and flexible billing options. Whether you’re billing by time and materials, agreements, projects, products or even by user, ConnectWise is designed to make the process accurate, easy and efficient.
Once you start using ConnectWise for billing and invoicing, automation simplifies the entire process. Complete service histories are tracked and invoices are automatically distributed at the appropriate time, which decreases the workload for business managers and ensures that billing is handled in a professional manner.
As applications move to the cloud, technology businesses need to stay on top of their clients need for support and consultation. ConnectWise allows you to remain a trusted advisor for your clients. You can effectively manage, monitor and bill for cloud services like Microsoft Office 365, stay profitable, and capitalize on the new opportunities that the Cloud is bringing to the technology industry.
ConnectWise® has a unified collection of solutions that streamlines your business operations from end-to-end. These leading solutions complement each other and allow you to sell, implement, and provide services to customers more efficiently.
Using solutions like ConnectWise Automate for remote monitoring and management, ConnectWise Control for remote control and ConnectWise Sell for quote and proposal automation, in conjunction with ConnectWise Manage’s innovative products like ConnectWise Campaign and ConnectWise Unite, gets you to a deeper level of business management. ConnectWise is powered by a unified support and services experience, so you can achieve your business goals faster.
Functioning as the central hub for a business’ needs, ConnectWise is customizable and scalable. The platform features an incredible 300+ integrations with popular business solutions, including accounting, CRM, and managed technologies. ConnectWise also gives its users multiple options for backup and disaster recovery solutions, cloud services, and document management platforms to integrate with.
ConnectWise works on a subscription pricing model. Technology businesses are encouraged to contact ConnectWise directly for specific pricing information.
Voici quelques-unes des questions fréquentes sur ConnectWise Manage.
Types de licences disponibles pour ConnectWise Manage :
Type de licence: Abonnement
version d'essai gratuite: Non disponible
Contact sales for a quote.
Fonctionnalités du logiciel ConnectWise Manage :
Utilisateurs habituels du logiciel ConnectWise Manage :
Grandes entreprises, Entreprises de taille moyenne, PME
Langues dans lesquelles ConnectWise Manage est disponible :
anglais
Types de licences disponibles pour ConnectWise Manage:
Abonnement
Appareils pris en charge par ConnectWise Manage :
Android, iPhone
Applications s'intégrant à ConnectWise Manage :
AuthAnvil, Auvik, Bedrock Data, BluLogix, Cloud Elements, ConnectWise Automate, Evercontact, JIRA Software, Kaseya VSA, LogicMonitor
Ressources d'aide disponibles pour ConnectWise Manage :
FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo
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.