ConnectWise Manage Pricing, Features, Reviews & Comparison of Alternatives

ConnectWise Manage

Business management platform for the IT industry

4.06/5 (136 reviews)

ConnectWise Manage overview

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.
www.connectwise.com

Pricing

Pricing options
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Australia, Canada, Europe, United Kingdom

Supported languages

English
ConnectWise Manage screenshot: Stay on top of ticket aging, time-to-resolution history, and total billable hoursConnectWise Business Management PlatformConnectWise Manage screenshot: Create project plans from scratch or with project templatesConnectWise Manage screenshot: Gain full visibility into team resources for efficient daily schedule management and prioritization of emergenciesConnectWise Manage screenshot: Create pre-defined project checklists, move around tasks, and hold documentsConnectWise Manage screenshot: Customize ticket views and arrange information in a way that suits youConnectWise Manage screenshot: Get full visibility on every client or company interactionConnectWise Manage screenshot: Manage multiple service portfolios from one sreenTake Your Technology Business from Chaos to Control

ConnectWise Manage reviews

Value for money
Features
Ease of use
Customer support
  3.9
  4.2
  3.6
  3.9
Michael Weyant

Long time ConnectWise user still loves ConnectWise

Reviewed 2016-06-29
Review Source: GetApp

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.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.

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Alan Sielbeck

ConnectWise PSA

Reviewed 2011-03-18
Review Source: Capterra

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.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.

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Ryan Meyer

CRM, ERP, PSA.. too many acronyms - this is the full platform for IT, telecommunications, MSPs, and other service businesses

Used daily for 2+ years
Reviewed 2017-12-06
Review Source: Software Advice

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.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.

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Mike Herrington

ConnectWise Manage

Used daily for 2+ years
Reviewed 2018-07-24
Review Source: Software Advice

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.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.

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Lewis Wilkinson

ConnectWise in Outsourced IT Model

Used daily for 2+ years
Reviewed 2017-04-12
Review Source: Software Advice

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. 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.

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ConnectWise Manage pricing

Pricing options
Subscription
View Pricing Plans

Contact sales for a quote.

ConnectWise Manage features

API
Activity Dashboard
Activity Tracking
Audit Trail
Auditing
Automatic Notifications
Customizable Reporting
Data Import/Export
Document Storage
Inventory Management
Inventory Tracking
Invoice Management
Monitoring
Reporting & Statistics
Third Party Integration
Workflow Management

Compliance Management (189 other apps)
Custom Fields (181 other apps)
Multi-Location (161 other apps)
Real Time Data (214 other apps)

GetApp Analysis

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.


What is ConnectWise Manage?

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.


Who is ConnectWise Manage for?

  • Experience level: All experience levels
  • Industry: Technology, IT services, system integrators, software development, point of sale, professional services, resellers, telecommunications, physical security, field services, and corporate IT
  • Business size: All business sizes
  • Departments/roles: All departments
  • Budget/point: All budgets
  • Example customers: Primary Solutions, ITConnexx, MyIT, Fred IT

Main features

CRM

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.

Help Desk Management

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.

Billing & Invoicing

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.

Cloud Services

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.

Business Suite

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.


Integrations

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.


Pricing

ConnectWise works on a subscription pricing model. Technology businesses are encouraged to contact ConnectWise directly for specific pricing information.


Bottom line

  • A business management platform that unifies systems into a productive flow of information and communication
  • Created specifically for technology companies that sell, service or support technology
  • Combines services, projects, billing, sales, marketing and reporting into a single platform
  • Take advantage of forums, workshops, and an engaged community of technology professionals
  • Workflow rules cover all areas of business management

Additional information for ConnectWise Manage

Key features of ConnectWise Manage

  • Service Support Management
  • Dashboards and Reporting
  • Email management
  • Dispatch portal
  • Service boards
  • ITIL processes automation
  • Availability management
  • Configuration management
  • Help desk management
  • Monitoring
  • Remote control
  • Service level management
  • Remote monitoring
  • History tracking
  • Projections
  • Receiving
  • Open API
  • Automatic notifications
  • Billing & invoicing
  • Customizable reporting
  • Data import / export
  • Document storage
  • Inventory tracking
  • Reporting & statistics
  • 300+ integrations
  • Workflow management
  • Audit trail
  • Active Directory integration
  • Access control
  • Accounting integration
  • Activity tracking
  • Auditing
  • CRM integration
  • Ticketing system
  • Customizable branding
  • Data sync
  • Data visualization
  • Professional services automation
  • SLA management
  • SSL security
  • Summary reports
  • Dashboard
  • Sales forecasting
  • Resource management
  • Prioritizing
  • Ticket status reporting
  • Progress tracking
  • ROI analytics
  • Pipeline reporting
  • Procurement
  • Project management
  • Timesheets
  • Project templates
  • Project timeline setting & management
  • Issue management
  • Issue tracking
  • Email integration
  • Website integration
  • Chat
  • Customer support tracking
  • Support ticket tracking
  • Billable hours tracking
  • Inventory management
  • Sync to QuickBooks
  • Dispatching
View All Features

Benefits

Billing & Invoicing: Use ConnectWise Manage's smart contract management to manage service contracts with agreement automation. Automate invoicing from service ticket data and sync payment details from your accounting system.

Project Management: Create work plans and timelines and get detailed reporting on progress. Use the workflow engine to set deadlines and receive notifications of overdue tasks. Also includes a sales-to-project conversion tool.

Helpdesk Management: Includes a ticketing system with workflow automation, SLA and performance monitoring and access tickets on-the-go from mobile devices.

Reporting & Dashboards: Dashboards show overviews as well as detailed explanations of KPIs. You can also use the custom report writer in ConnectWise Manage to generate reports on whatever you want.


ITIL Processes Automation: Use ConnectWise Manage to automate the full range of ITIL process, including:
incident management, availability management, request management, service-level management, service reporting, service asset and configuration management, and knowledge management.

Cloud Services: Manage, monitor and bill for key cloud applications like Microsoft Office 365. Provide exceptional customer service to your clients and proactively address downtime.