Connectwise Integration

[Oglshrub]

Hey everybody, I recently started working for a small computer repair shop that was recently (2-3 years) purchased from the previous owner. The current owner worked as a tech at the shop and decided to take over, and were trying to get all the systems in place for expansion (currently we don't even advertise).

We currently use ConnectWise for our ticketing and invoicing software. While it works great for the managed services side of the business, my boss is thinking about not using it for our retail work due to how complicated it is. Personally I don't have much of an issue using it, but the whole process is pretty complicated and he is trying to make it much more simple in the event that we hire another employee to take of "front of house" . He also doesn't see the need for ticketing with retail services, since it's pretty rare we actually need to look back and see what we have done previously.

Our current complaints with ConnectWise:

• Lack of POS or POS integration: The Sales process not efficient and requires many steps
• Limited Quickbooks integration: Offers a batch integration, but if any errors show up you have to undo the entire integration, fix the errors with one ticket, and redo. He doesn't think it should be necessary to hire someone specifically to take the time and run each ticket one-by-one, especially when the ticketing software leaves so much room for errors.
• No need for each repair to have it's own ticket vs just using a Quickbooks invoice.
• Lack of custom fields: Our previous ticketing software allowed him to create custom fields for our own check in process. Currently we fill out the connectwise ticket, then add addition information to a PDF form we print on the back. After you include the Misc. Invoice for the diagnostic fee the check in process is long and confusing.

Any solutions to these issues? I love Connectwise, but I understand why he doesn't think it's a good solution for the retail services.

 

[Wilhelm Forsythe]

We use Connectwise a little differently and it works great most of the time. Our business model is a little different, however, as we are more services oriented and don't have a retail shop. It's great for inventory management, as we have a front-desk girl that takes the mail to our store-room, where we have a laptop set up with a barcode reader. She scans in each item (not sure about the process there) and it becomes immediately available to add to a ticket. It also works great with managing software keys, since I can log in with my tablet on-site and pull a key to my current ticket, and rest assured that no other tech will be trying to use the same key somewhere else.
As a tech I love it, because I can see which products are available, pricing on those products, and "pick" them by serial number so no other tech grabs them. Also, we use the HECK out of the "internal notes" field, since it doesn't print to an invoice and helps everyone stay on the same page. Having the whole thing integrate to our outlook calendars makes dispatch a pinch for our office manager.

Sorry I can't help with the financial side of things, but the best thing I learned about CW is that the magnifying glass is the "picker" and that you should hit the save button on tickets before trying to add product. Oh and having a closed ticket auto-email the customer with the ticket notes and hours performed makes for huge customer satisfaction (as well as tech accountability).

The only problem we have with it, is sometimes the calendars aren't synching correctly. Usually as a result of active maintenance.
A bit of a rant, I know, but hopefully something here is helpful to you!

 

[Oglshrub]

Thanks for the info! I think we might actually move to a different system. After meeting with my boss about it Connectwise just doesn't seem to do what we need it to.

 

[drnick5]

Connectwise is an RMM first and for most, so its designed to be used to monitor systems in a MSP environment. while it may do other things, those are basically add on's to the main product.

It sounds like you need some CRM software (Customer relationship management) or Help desk software. there are a few designed specifically for our industry. Repair Shopr is becoming a pretty popular choice here, although im not sure if they integrate with Connectwise (I know they just recently started integrating with GFI Max focus). Repair shopr also has basic cash register functions and quickbooks integration.

There is also Pc repair tracker, which is run on a local server (although I think they have a hosted solution now).

mHelpdesk is another cloud based offering, its not specifically designed for our industry, but it can be easily tailored, and has some preset for computer repair shops.

So it sounds like you need something in addition to connectwise. I'd take a look at those and see if any of them fit the bill. Hpes some of that helps!

 

[jzukerman]

Connectwise is an RMM first and for most, so its designed to be used to monitor systems in a MSP environment. while it may do other things, those are basically add on's to the main product.

It sounds like you need some CRM software (Customer relationship management) or Help desk software. there are a few designed specifically for our industry. Repair Shopr is becoming a pretty popular choice here, although im not sure if they integrate with Connectwise (I know they just recently started integrating with GFI Max focus). Repair shopr also has basic cash register functions and quickbooks integration.

There is also Pc repair tracker, which is run on a local server (although I think they have a hosted solution now).

mHelpdesk is another cloud based offering, its not specifically designed for our industry, but it can be easily tailored, and has some preset for computer repair shops.

So it sounds like you need something in addition to connectwise. I'd take a look at those and see if any of them fit the bill. Hpes some of that helps!

Connectwise is not an RMM; it's a PSA (professional services automation platform) which includes CRM & helpdesk functions. It does tie into RMM platforms like LogicNow (aka GFIMax) and others. Connectwise does well when you have MSP business model, but not so well on retail side of things like residential break/fix work. What the OP is asking for is something simpler for the retail side of his business.

 

[Oglshrub]

What the OP is asking for is something simpler for the retail side of his business.

This is exactly what were looking for. Connectwise works great for the MSP side of our business, but is for too involved for the retail side. We actually are in the process of switching to repairshopr, so far seems to be what we need. Only complaints we really have with repairshopr are the time tracking and logging details, but overall a lot of improvement for our operation.