ConnectWise Manage

ConnectWise Manage

(192)
3.9 out of 5 stars

Business Automation and PSA

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ConnectWise Manage Features

Sales Force Automation
Opportunity & Pipeline Mgmt.

Manage sales opportunities through their lifecycle from lead to order. Track stages, values, and probabilities of close. Manage sales pipelines by individual sales rep, team, region, and company-wide.

77%
(Based on 51 reviews)
Partner Relationship Mgmt. (PRM)

Manage partners by tracking channel partner leads and sales opportunities. Provide a partner portal to collaborate with channels on sales opportunities and to share product, pricing, quoting, ordering, and training information

78%
(Based on 34 reviews)
Task / Activity Management

Manage and track tasks and activities. Assign due dates and integrate to calendars to manage daily schedules and priorities.

81%
(Based on 61 reviews)
Desktop Integration

Allows users to sync their Email, Calendar and Contact tools with their CRM system. Includes Microsoft Outlook and Google integration.

80%
(Based on 57 reviews)
Territory & Quota Management

Assign and manage sales quotas and territories. Track progress against quotas. Change as needed.

71%
(Based on 38 reviews)
Contact & Account Management

Store and retrieve information associated to customer contacts and accounts. Track company-wide communication and information about contacts and accounts.

84%
(Based on 58 reviews)
Customer Contract Management

Management of contracts made with customers. Contract management includes negotiating the terms and conditions in contracts and ensuring compliance with the terms and conditions, as well as documenting and agreeing on any changes or amendments that may arise during its implementation or execution.

80%
(Based on 52 reviews)
Product & Price List Management

Enter product/part numbers and manage the prices associated with them. Typically functionality allows users to add products and prices to opportunities and quotes if these modules are provided within the same system.

77%
(Based on 46 reviews)
Quote & Order Management

Allows users to create a quote to be provided to a customer that contain at least products, prices and associated discounts. Order management allows users to process orders that contain products, prices and associated discounts.

80%
(Based on 45 reviews)
Ticket and Case Management
Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

83%
(Based on 118 reviews)
Response Automation

Respond to common requests with standard reply

84%
(Based on 112 reviews)
SLA Management

Service Level Agreement Management

79%
(Based on 103 reviews)
Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

76%
(Based on 111 reviews)
Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

82%
(Based on 116 reviews)
Ticket Creation User Experience

User Experience of creating and submitting a ticket

85%
(Based on 120 reviews)
Ticket Response User Experience

User Experience of responding and recieving a response

83%
(Based on 118 reviews)
Marketing Automation
Email Marketing

Allows users to send email to contacts in bulk. Common features include: Built in Email templates, social media integration, Subscriber list management, sign up forms, success rate reports, AB testing and auto-responders.

68%
(Based on 29 reviews)
Campaign Management

Optimizes the process for organizations to develop and deploy multiple-channel marketing campaigns to target groups or individuals and track the effect of those campaigns, by customer segment, over time.

70%
(Based on 32 reviews)
Lead Management

Allows users to manage and track leads though a process. The lead process typically involves steps such as: 1. Lead Generation, 2. Customer Inquiry, Inquiry Capture, Lead Filtering, Lead Grading, Lead Distribution and Lead Qualification.

70%
(Based on 34 reviews)
Marketing ROI Analytics

Enables analysis of effectiveness of an organizations various marketing activities

66%
(Based on 21 reviews)
Customer Support
Call Center Features

Allows customer support professionals access to all information required to support the customer including customer information, case history and related customer social activity. Common features include: call recording, analytics, workforce management, call script management, and compliance management.

66%
(Based on 25 reviews)
Case Management

Tracks issues/help requests reported by customers through the resolution process.

83%
(Based on 55 reviews)
Customer Support Portal

Provides a convenient way for customers to get answers to inquiries, post service issues, place orders, view order histories, and gain access to other information contained in the knowledge base.

72%
(Based on 47 reviews)
Knowledge Base

Information repository that provides a means for information to be collected, organized, shared, searched and utilized. Allows customers to get answers to common questions.

74%
(Based on 48 reviews)
Support Analytics

Enables analysis of customer support activities to optimize customer support professionals, processes and tools.

74%
(Based on 42 reviews)
Reporting & Analytics
Forecasting

Enables projection of sales revenue, based on historical sales data, analysis of market surveys and trends, and salespersons' estimates.

70%
(Based on 47 reviews)
Reporting

Enables reporting of all data contained within the system. Typically contains standard reports as well as the ability to create ad-hoc reports.

71%
(Based on 61 reviews)
Dashboards

An easy to read, often single page, real-time user interface, showing a graphical presentation of the current status and historical trends of an organization’s Key Performance Indicators (KPIs) to enable instantaneous and informed decisions to be made at a glance

69%
(Based on 61 reviews)
Mobile & Social
Social Network Integration

Use public social networks to listen and engage with customers. Allows users to filter what’s important and respond quickly. Often this functionality allows questions and requests from customers on social networks to case management.

49%
(Based on 19 reviews)
Social Collaboration Features

Enables multiple users to interact by sharing information to achieve a common goal. Social collaboration focus's on the identification of groups and collaboration spaces in which messages are explicitly directed at the group and the group activity feed is seen the same way by everyone

54%
(Based on 18 reviews)
Mobile User Support

62%
(Based on 39 reviews)
Client Invoicing
Invoice Creation and Delivery

Ability to create and send printable or electronic invoices. Includes standard invoice style library that can be customized/branded.

81%
(Based on 67 reviews)
Electronic Payments

Accepts electronic payments from clients

68%
(Based on 35 reviews)
Project Accounting / Revenue Recognition

Provides adequate reporting and/or can integrate to AP systems to recognize revenue appropriately

75%
(Based on 65 reviews)
Platform
Output Document Generation

Allows adminstrators to create templates that enable users to quickly generate dynamic documents in various formats based on the data stored in the application.

68%
(Based on 31 reviews)
Sandbox / Test Environments

Allows administrators to easily develop and test changes to the CRM deployment. After changes are made admins can easily migrate the changes into the "live" or "production" environment.

66%
(Based on 17 reviews)
User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

81%
(Based on 37 reviews)
Performance and Reliability

Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took.

78%
(Based on 36 reviews)
Customization

Allows administrators to customize to accomodate their unique processes. Includes ability to create custom objects, fields, rules, calculations, and views.

71%
(Based on 34 reviews)
Workflow Capability

Automates a process that requires a series of steps that typically require intervention by a several different users. Administrators can write rules to determine who and when a user needs to complete a step. Also includes notification of users when they need to take action.

78%
(Based on 37 reviews)
Internationalization

Enables users to view and transact business with the same content in multiple languages and currencies.

79%
(Based on 17 reviews)
Document & Content Mgmt.

Allows consuming, publishing and editing content from a central interface. Content management for CRM systems might include presentations, documents, images and other related electronic files.

63%
(Based on 31 reviews)
Communication Channels
Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

73%
(Based on 90 reviews)
Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

86%
(Based on 114 reviews)
Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

74%
(Based on 64 reviews)
Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

67%
(Based on 53 reviews)
Project Resource Mgmt.
Budget Tracking

Enables project managers to track and manage time and expense budgets

76%
(Based on 65 reviews)
Forecasting

Provides ability for project managers to forecast resources, revenue, expenses using reports and manual adjustments.

73%
(Based on 63 reviews)
Client Portal

Provides a portal for clients to view project progress, budgets, resources, project documents, etc.

72%
(Based on 59 reviews)
Skills Tracking

Contains Library of skills for resources to allow project managers to search for available skillsets and assign to projects

70%
(Based on 50 reviews)
Resource Loading / Scheduling

Provides functionality to assign resources to projects based on current and forecasted load, skills, role, etc.

81%
(Based on 69 reviews)
Integration
Integration APIs

Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc with other software applications.

81%
(Based on 30 reviews)
Data Import & Export Tools

Ability to input, modify and extract data from the application in bulk through a structured file.

75%
(Based on 32 reviews)
Breadth of Partner Applications

To what extent are there partner applications readily available for integrating into this product? Partner applications typically provide complementary, best of breed functionality not offered natively in this product.

87%
(Based on 28 reviews)
Call Center
Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

73%
(Based on 32 reviews)
Customer and Contacts Database

Central repository for account and contact information

83%
(Based on 91 reviews)
Products and Version Tracking

Central repository for tracking products and product versions customer is using

81%
(Based on 67 reviews)
Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

76%
(Based on 29 reviews)
Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

73%
(Based on 24 reviews)
Self Service/Community
Forums

Online discussion functionality so customers can have conversations among each other

75%
(Based on 70 reviews)
Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

74%
(Based on 91 reviews)
Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

71%
(Based on 76 reviews)
Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

74%
(Based on 72 reviews)
Reporting & Analytics
Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

61%
(Based on 40 reviews)
Reporting

72%
(Based on 107 reviews)
Dashboards

72%
(Based on 113 reviews)
Administration
Standard Integrations

Provides standard connectors for popular Finance, Payroll, HRMS and CRM systems

80%
(Based on 51 reviews)
Workflow

Routes Timesheets, Invoices, Expense reports through approval process. Easy to maintain and administer

79%
(Based on 50 reviews)
Automated Reminders

Sends automatic reminders to employees that have not completed expenses reports and/or timesheets

82%
(Based on 51 reviews)
Policy Compliance Management

Enables administrators to create rules that enforce compliances of corporate time and expense policies

73%
(Based on 35 reviews)
User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

82%
(Based on 53 reviews)
Platform
Reporting

Access pre-built and custom reports and dashboards.

73%
(Based on 53 reviews)
APIs / Integration

Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc. with other software applications.

80%
(Based on 51 reviews)
Internationalization

Enables users to view and transact business with the same content in multiple languages and currencies.

82%
(Based on 22 reviews)
Performance and Reliability

Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took.

78%
(Based on 54 reviews)
Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

67%
(Based on 46 reviews)
Offline

Provides users ability to create and access expense reports/timesheets while not connected to internet.

48%
(Based on 26 reviews)
Platform
ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

89%
(Based on 30 reviews)
Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

69%
(Based on 44 reviews)
Customization

83%
(Based on 50 reviews)
User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

87%
(Based on 56 reviews)
Internationalization

83%
(Based on 33 reviews)
Performance & Reliability

80%
(Based on 55 reviews)
Integration APIs

83%
(Based on 47 reviews)