Before I joined, they used it right out of the box...  no saved queries/views...  ticket creation was never standard, and contact info was always questionable...  I created new views for lots of things I needed and got life a little more organized.  So, even w/o much training, the Views & macros lauguage used for it in the interface are GREAT. VERY Intuituve!

We use ConnectWise Manage to communicate with our clients. The records of what we do and what we provide to our clients are all documented in the solution. The knowledge base that improves on a daily basis is based on what we provide. The resolutions are getting noted and documented. Billing is very helpful because when you have your contracts logged, the tickets automatically generate the invoices based on the contract of each customer. It has been efficient for our organization.

ConnectWise Manage has made a difference in the connection to all of the other employees.

It helps in completing deal registrations. If I'm trying to get into a deal registration, I can go in there and quickly search and get a contact's name and information.

It's our central business management platform.

ConnectWise lets us know when customers are looking at our quotes, so we know to reach out to them later. We don't contact them right away. If we did, they might think we're stalking them. Instead, we reach out to them later to check their interest level if they haven't looked at a quote in a couple of weeks. It's a really good way of keeping track of sales opportunities.

The program has improved our data management and collaboration as well as activity tracking. 

We are able to use our ticket system to track any remediation of a device stored in our configurations. We entered our entire asset inventory into the configurations, and when we receive a ticket we attach the device from the configurations. Later on, if you want to see an audit trail for a particular device you just pull that configuration up and click the audit trail tab. You can also attach documents, emails, etc. to a ticket or configuration.

ConnectWise has changed the way our entire business works. We started with a "light" implementation using about 10% of the functionality, and we have since implemented more and more modules to improve different areas of the business.

• The cache needs to be improved, and search fields.
• Outlook connector is good, but there need to be connectors for MailChimp.

More detailed and complete billing.