What do you like best?
ConnectWise delivers a robust, feature-rich 'system' for operating a Professional Services company. ConnectWise provides tools and functions to support essentially every aspect of a business - Marketing, Sales, Procurement, Projects, Service Desk, Finance, TIme & Expense, and Clientele (Company).
ConnectWise can be fully integrated with accounting systems (We use QuickBooks Enterprise), and, of course, with Quoting products (we use Quosal) and RMM (we use LabTech).
We can use it from mobile devices, which our field technicians like, as well as desktop machines.
We appreciate the ongoing improvements / updates delivered by ConnectWise and have found support to be very good (it is available by phone, chat, email). ConnectWise is also supported by a strong user community and user groups.
What do you dislike?
My personal dislike has been what I consider to be weak support for Project planning and management. Having been in this business for decades, including working as Project Manager in military/DoD environment, Project Management tools have been very basic (no ability to plan Project work/tickets based on dependencies, no tools to help smooth use of resources, etc, etc)
This has been changing of late, with a number of needed improvements in this area having been implemented and many more roadmapped.
Recommendations to others considering the product
Looking over other reviews, especially those with comments about being dismayed with complexity of setup, etc, etc, I feel it is important to let people considering ConnectWise PSA keep this in mind:
ConnectWise PSA is NOT something you simply 'plug in' and, voila, you are running a Professional Services company. You need to clearly understand and be able to explain your objectives / needs in terms of business plan / model / method of operation.
If you have that well defined, ConnectWise can guide you through implementing YOUR system.
If you do not have that well defined, implementation and operation will likely prove complex, time-consuming, and deliver problematic results.
What business problems are you solving with the product? What benefits have you realized?
Primary business problems solved:
1. Effective / efficient scheduling of resources to ensure client needs met expeditiously and appropriately, while enabling optimal utilization of our technicians.
2. Effective management of business from technical, financial, and achievement of business objectives perspectives.