ConnectWise PSA (Professional Services Automation) Product Review

If you’re an IT solutions provider that’s considering selling managed services, it won’t be long before you’re ready to trade in your Excel tracking and ticketing system for something more robust. Many of the PSA offerings on the market today include modules for project management, resource management, CRM (customer relationship management), and knowledge management. Most MSPs will agree that the time and project management savings from a PSA alone are worth several times the cost of the software.

It should be noted, however, that selecting a PSA solution is a serious commitment. Once you make your decision — even if you find out a few months later that you’d like to investigate another PSA — it’s probably not going to happen. Because of the long learning curve and time investment required to adequately compare PSA products, we found successful MSPs who have many years of experience working with their respective PSA solutions.

Brad Horsley is the CTO of Choice Solutions, an MSP who was featured on the cover of our October 2012 issue. Horsley’s company has been a ConnectWise user for more than three years. We sat down with Horsley to talk candidly about the strengths and weaknesses of the ConnectWise PSA software Choice Solutions uses. What follows are notes from our conversation, which will help you make a more informed decision as you consider a PSA for your business needs.

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