ConnectWise Manage Review

ConnectWise
Product:
Vendor:
Founded:
Headquarters:
ConnectWise Manage
ConnectWise
1982
Tampa, FL
Ownership:
Customers:
Deployment Model:
Free Trial:
Private
Unknown
Cloud
No

ConnectWise Manage At A Glance

Good: Automated workflows, at-a-glance dashboards for staying on top of pipelines and campaigns, integration with ConnectWise Sell for quotes and proposals.
Bad: Interface is not the most intuitive.
Bottom Line: Professional services solution with built-in sales and marketing features to help IT service companies grow their business.

Product Overview

ConnectWise Manage is a professional services automation software that helps IT organizations efficiently manage their operations. Some of its key features include project management, cloud billing, contract management and procurement. It also has a built-in help desk for managing tickets.

Essentially, the software offers CRM functionality for sales and marketing teams, which is the focus of this this review. With ConnectWise Manage, marketers can create and manage email campaigns, while sales reps can track new opportunities.

There are several benefits of the software, including:

  • Automated tools that streamline workflows
  • Improved collaboration
  • Increased customer/prospect satisfaction

ConnectWise Manage can integrate with third-party CRM software, as well as ConnectWise Sell, a quote and proposal software. ConnectWise Sell has several features that help sales reps create and track quotes, such as professional templates, product sourcing, automatic upselling and notifications.

Features

We’ve detailed a few of the key CRM features of ConnectWise Manage below.

Opportunity/pipeline management – The software has a central database for storing contacts, notes and other important information to help sales reps track their pipelines. In addition, reps can automate follow-up activities (e.g., phone calls, emails) and get alerts and notifications.

Marketing campaigns – Marketers can set up and schedule email and social media campaigns with custom templates that have editable fields and drag-and-drop functionality. They can also set up a lead scoring system that automatically sends the most valuable leads to the sales team.

Reporting – Sales and Marketing can get real-time insights into their data using customizable dashboards on various metrics. For example, sales managers can access at-a-glance open opportunities for all sales reps and drill down into the data for more information. Marketers can track their campaigns’ performance, such as email opens or links clicked.

Target Market

ConnectWise Manage targets IT services companies (also known as Managed Service Providers or Technology Service Providers). We’ve listed several of its clients below.

  • Breakwater IT
  • Clark Integrated Technologies
  • Doberman Technologies
  • Innovative Computing Systems
  • Integrated Computer Systems Support
  • Mirus IT
  • Syrex
  • Techvera

Implementation/Integration

ConnectWise provides custom implementation packages that fit an organization’s requirements, such as on-site or remote installation. Clients can also participate in Connectwise University to learn more about the software and IT best practices.

Customer Service & Support

Users can submit ticket requests, as well as contact support by email or chat. There’s also the IT Nation community forum, where users can network with IT peers and thought leaders. IT Nation provides online and in-person events, trainings and conferences, too.

In terms of support, the Standard and Premium pricing tiers include outbound phone support and extended support hours. ConnectWise offers optional premium support packages with 24/7/365 support, a dedicated Customer Relationship Manager and faster response times.

Pricing

ConnectWise Manage is available in three pricing tiers. Pricing information is not publicly displayed, so please contact the vendor directly for a quote. The three tiers are:

Basic – The Basic tier includes many standard features, such as project management, ticketing, an email connector, time and expense tracking, contact management, opportunity management, standard reports, calendar synchronization, a mobile app and workflow automation.

Standard – The Standard tier includes all of the features in the Basic tier, plus ConnectWise Chat, Active Directory integration, sales management, basic marketing features, procurement, contract management, custom reports, integration with QuickBooks Online and Office 365 Billing, and custom fields.

Premium – The Premium tier includes all of the features in the Standard tier, plus advanced marketing features, database access in the cloud and a sandbox for testing new features.

Note that ConnectWise Manage has some optional features for both the Standard and Premium tiers, such as subcontractor licenses, the ability to streamline IT licenses, a virtual admin and virtual database administration.

Shortcomings

Some users have reported that the interface can be difficult to navigate and is not always user-friendly.

Screenshots

ConnectWise Screenshot 1
ConnectWise Screenshot 2
ConnectWise Screenshot 3

About

ConnectWise’s mission is to help Technology Solution Providers (TSPs) achieve their goals. It started out as an IT service provider and has evolved into the creator of a market-leading software platform. ConnectWise’s portfolio include help desk support, proposals, billing, security management, remote monitoring and more.

The vendor has received numerous accolades, such as ChannelPro-SMB’s 2020 Best PSA Vendor for its ConnectWise Manage software and the Top Ranking Vendor in CRN’s 2019 Vendors Report. It’s headquartered in Tampa and has offices in many other locations, such as Boston, London, Sydney and India.

Send feedback or corrections to feedback@betterbuys.com.

Related Solutions

  • User Rating
  • No Rating Yet!
  • 0%
  • (0) No reviews yet!

No Rating Yet!

0%

  • Features
    User: %
  • Ease of Use
    User: %
  • Ease of Implementation
    User: %
  • Support
    User: %


No one has rated this yet, be the first! No one has rated this yet, be the first!