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ConnectWise Manage vs Upland PSA

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Our analysts compared ConnectWise Manage vs Upland PSA based on data from our 400+ point analysis of PSA Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots
ConnectWise Manage Software Tool
SelectHub Award Winner
Upland PSA Software Tool
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Product Basics

Analyst Rating

85 Detailed Analysis

User Sentiment

Good User Sentiment (811 Reviews)

Analyst Rating

72 Detailed Analysis

User Sentiment

Good User Sentiment (193 Reviews)
ConnectWise Manage is a PSA tool for businesses in the IT sector that are seeking to develop consistency across the organization. It also enables users to manage accounts and other service-oriented tasks efficiently. The program contains centralized data as well as account information to increase internal visibility and to reduce duplicate work.

It aims to streamline elements such as billing, client communications, procurement and project management. It’s available to IT businesses of all sizes and can be deployed either on-premise or cloud-based.
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Upland PSA is a professional service automation tool that helps businesses use remote management tools that improve the profitability and growth of service businesses. It helps users manage capacity utilization and planning strategies for profitability and workload management. Users can change how projects are delivered with expense and timesheet capture with workforce and project management, project financials and billing.

Some of its key features include knowledge management, proposal automation and customer surveys. It has a host of webinars, case studies, e-books and articles to help users navigate its various modules.
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$25/User, Monthly
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$20 Monthly
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Tailored to your specific needs
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Windows
Mac
Linux
Android
Chromebook
Windows
Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Automation: ConnectWise Manage can streamline operations through its centralization of various workflows and its automation of tasks such as client contract management and notification of sales events like completed opportunities. 
  • Consistency: The program can ensure consistency by recording customer information from the time someone becomes a lead until the time an order is completed. Standardized onboarding can also be implemented to guarantee that customers receive the same level of service every time they engage with a certain business. 
  • Improved Customer Relationships: This solution can tailor sales materials to user groups based on data collected through ConnectWise Manage’s sales and marketing functionality. Also, by increasing the visibility of customer information across the company, customers can receive more individualized service that’s on track with historical requests and purchases. 
  • Boost Productivity: ConnectWise Manage can increase employee and operational productivity through the automation of tasks and the centralization of information. By freeing up staff workflows, time can be spent on other important tasks that don’t receive as much attention due to different needs being prioritized. Easy visualization of data can also increase productivity. With this, users don’t need to spend as much time searching for information and can spend more time using insights to inform action. 
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  • Integrations: Facilitates data from and to existing systems like HCM, finance, CRM, payroll and ERP by connecting the entire enterprise ecosystem to Upland PSA using the integration platform.  
  • Capacity Planning: Facilitates efficient utilization strategies and capacity planning to increase profitability and manage workloads.  
  • Monitor Performance: Make data-driven and informed decisions to manage operations and ensure financial health with analytics and insights.  
  • Customer Centric: Makes businesses customer-centric and brings together service automation with customer sentiment, knowledge management and proposal automation.  
  • Lower Revenue Leakage: Accelerates invoicing and lowers revenue leakage with a centralized billing and time management system that tracks expenses and time. Configurable workflows accelerate approvals.  
  • Automate Engagement: Helps businesses align service and sales departments to deliver consistency in customer experience delivery, reducing the chances of misaligned goals, communication gaps and dissatisfied customers.  
  • Forecast Resources: Track services pipelines to ensure project delivery within budget and on time by allocating people suited to deliver.  
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  • Help Desk: ConnectWise Manage can track all ticket requests as they enter the system through different avenues, such as live chat, phone and email. ConnectWise Chat allows clients to enable instant online chat functionality and logs the information learned through these communications. The help desk feature also includes a customizable ticketing dashboard where users can view factors such as time-to-resolution history, team resources and total billable hours. 
  • Agreements: This tool automates the management of client contracts along with recurring billing parameters. Agreement templates are included in the system and can be customized to adjust factors such as support coverage and billing rates. The program can also help prioritize tickets based on client expectations. 
  • Account Management: ConnectWise Manage contains a centralized system where all customer interaction is stored, including purchases, communications, tickets and products so that reiterative information isn’t entered and the sales process can be streamlined. The program also develops standardized workflows for tasks such as client onboarding and ticket resolution to ensure a consistent customer experience. KPI and financial reporting are included to see where a customer stands financially with a company. 
  • Sales and Marketing: This program enables users to create and track sales opportunities. Campaign metrics such as links clicked and emails opened can also be monitored to assist with lead scoring. Customizable HTML email templates are available to help target specific groups. Automatic notifications of deals to close, opportunities that were won and agreements to renew keep sales teams up-to-date and ensure that nothing slips through the cracks. 
  • Procurement: ConnectWise Manage can sync up with QuickBooks easily to facilitate operations between accounting and inventory management. The program allows users to visualize materials and products that need to be ordered per set minimum stock levels. The solution can also adjust inventory count and manage inventory quantities. Information can be shared between sales and procurement to provide more visibility into the work of other departments. 
  • Time Tracking and Billing: The system tracks billable and non-billable hours and can allocate them to specific agreements and SLAs. Accountability tools are included in the program to make the process of obtaining approvals less of a hassle. Time on-site can also be tracked through the solution so that users can ensure that they are getting paid for all of the time that they spend working on a project. 
  • Project Management: Sales opportunities can be quickly converted into projects so that nothing slips through the cracks between workflows and so that project-related tasks can begin immediately. ConnectWise Manage also gives users visibility over different project aspects such as resources, roadblocks, timelines and statuses. Project templates can be customized and used to streamline project workflows and ensure consistency. 
  • Reporting: ConnectWise Manage’s reporting functionality includes the ability to see how many assets an organization has on-hand along with inventory levels. Inventory management costs can be calculated based on this information. Tickets can also be reviewed, assigned and closed through this tool. 
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  • Modular Platform: Designed to grow along with users’ business by implementing in a modular fashion, enabling change management, increased internal adoption and services maturity.  
  • Advanced Workflows: Use flexible workflows and visual workflow editors to configure processes to match user requirements. 
  • Timesheets: Customizable timesheets at task and project level, create approval workflows and leave time for optimal operational efficiency.  
  • Customer Engagement: Brings best practice principles and high touch to all engagements.  
  • Mobile Engagement: Lets users engage with their audience by delivering messages via text, mobile wallets or apps, or use a combination of methods. Upland PSA grows with the business.  
  • Apps and Push: Helps design marketing campaigns and provides insight into customer preferences and behavior with rich audience segmentation, push notifications and location triggered messaging.  
  • Wallet Pass: Enables contactless payment using wallet apps like Google Pay and Apple Pay. Lets users store gift cards, coupons, tickets, offers, loyalty cards or memberships on mobile devices.  
  • Resource Management: Helps manage project workforces with control and visibility. Supports functions like scheduling, forecasting and managing remote or local workforces.
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Product Ranking

#3

among all
PSA Software

#32

among all
PSA Software

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Analyst Rating Summary

85
72
96
77
100
100
67
67
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Dashboard and Reporting
Time and Expense Management
Customer Relationship Management (CRM)
Platform Capabilities
Project Financials
Dashboard and Reporting
Project Collaboration
Time and Expense Management
Project Financials
Resource Management

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

ConnectWise Manage
Upland PSA
+ Add Product + Add Product
Customer Relationship Management (CRM) Dashboard And Reporting Mobile Capabilities Platform Capabilities Project Collaboration Project Financials Project Management Resource Management Time And Expense Management 96 100 67 93 80 86 82 73 100 77 100 67 75 90 86 65 85 88 0 25 50 75 100
91%
9%
0%
55%
0%
45%
100%
0%
0%
100%
0%
0%
40%
0%
60%
40%
0%
60%
93%
0%
7%
73%
0%
27%
80%
0%
20%
80%
0%
20%
86%
0%
14%
86%
0%
14%
83%
0%
17%
67%
0%
33%
71%
0%
29%
86%
0%
14%
100%
0%
0%
89%
0%
11%

Analyst Ratings for Technical Requirements Customize This Data Customize This Data

50%
0%
50%
30%
0%
70%

User Sentiment Summary

Good User Sentiment 811 reviews
Good User Sentiment 193 reviews
79%
of users recommend this product

ConnectWise Manage has a 'good' User Satisfaction Rating of 79% when considering 811 user reviews from 5 recognized software review sites.

79%
of users recommend this product

Upland PSA has a 'good' User Satisfaction Rating of 79% when considering 193 user reviews from 4 recognized software review sites.

2.8 (2)
n/a
3.9 (375)
3.9 (98)
4.1 (181)
4.0 (14)
4.4 (16)
4.3 (69)
3.9 (237)
2.3 (12)

Awards

SelectHub research analysts have evaluated ConnectWise Manage and concluded it earns best-in-class honors for Time and Expense Management.

Time and Expense Management Award

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Synopsis of User Ratings and Reviews

Abundant Features: ConnectWise Manage is equipped with a variety of features such as client communication, time tracking, ticketing, lead tracking, reporting, delivering purchase orders, quoting and more, according to 62% of users.
Integratable: Approximately 69% of users reported that ConnectWise Manage integrates with a vast amount of products including other ConnectWise solutions, Automate, Auvik, and LogicMonitor as well as certain sales and accounting solutions.
Arrange Client Information: Users remain organized by sorting client contact information, crucial documents, tickets and more, as reported by nearly 100% of users.
Highly Configurable: Roughly 57% of users reported that ConnectWise Manage is modifiable to align with their business needs.
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User Friendly: The system is easy to use and intuitive, as noted by approximately 86% of users who mention the system’s usability.
Functionality: Asana offers a robust suite of successful project management tools, as reported by 76% of the users who mention the product’s functionality.
Support: Support for the system is prompt, as reported by 88% of users who mention support.
Integrations: Available integrations help add value to the base product, as reported by 80% of reviewers who mention integrations.
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Overwhelming Setup: When conveying how they felt about implementation, 42% of users stated that the setup tables are not user-friendly and there's an overwhelming number of customization choices.
Dated Interface: Approximately 71% of users conveyed that the interface is ugly, old and clunky compared to Zoho and Bullhorn. Users also report that there's a tough learning curve.
Inconsistent Customer Support: ConnectWise Manage's customer support is on a hit-or-miss basis, according to 90% of users. Some customer support agents allocate the best solutions and some don't. There's also a slow response time in offering the ideal troubleshooting resources.
Lagging Mobile Capabilities: Roughly 100% of users stated that ConnectWise Manage's mobile app does not match with its desktop or cloud counterparts.
High Price Tag: The overall cost of the system combined with its varying levels of support comes with a high price tag according to approximately 100% of users.
Slow as Molasses: Precisely 100% of users say ConnectWise Manage has a slow loading time when performing various tasks, including opening the right help tickets.
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Integrations: Nearly 90% of reviewers found Upland PSA’s interface to be dated and not intuitive.
Learning Curve: Nearly 100% of users who mentioned its learning curve reported that Upland PSA has a steep learning curve.
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ConnectWise Manage is an effective PSA tool capable of executing job costing, time tracking, ticketing, project management, sending purchase orders, connecting to machinery and more. It integrates with accounting, sales, other ConnectWise software and more in addition to keeping users organized by sorting client information, tickets and more. Although ConnectWise Manage occasionally lags in performance, has a high pricing plan, a scattered customer support base and a clunky interface, most users believe it's worth every penny.

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Upland PSA is a user-friendly PPM system, and users praise its time-sheet feature. Many users don’t have any complaints and say that Upland PSA has increased their efficiency. It ranks very high in usability and functionality. Its support team is helpful and quick to respond. Users find that Upland PSA helps organize tasks that their team members should work on. Its integration feature increases productivity. However, the interface is not intuitive and has a learning curve.

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Screenshots

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