Technology solution providers, MSPs (Managed Service Providers), and IT service firms face unique challenges managing leads, customers, and service delivery. ConnectWise CRM is a purpose-built customer relationship management system integrated into the ConnectWise ecosystem to help IT businesses sell smarter, service better, and grow faster.
In this article, we’ll explore the key features, benefits, and why ConnectWise CRM is the preferred choice for technology and service-focused companies.
What is ConnectWise CRM?
ConnectWise CRM is part of the ConnectWise PSA (Professional Services Automation) platform, combining sales management, customer support, ticketing, and project tracking into a unified system.
It provides a 360° view of customers, helping businesses manage the full lifecycle—from lead generation and quoting to service ticket management and renewals.
Key Features of ConnectWise CRM
✅ Sales Pipeline Management: Track opportunities, forecast revenue, and manage sales stages with customizable pipelines.
✅ Quoting & Proposal Automation: Create professional quotes with ConnectWise Sell integration.
✅ Customer Account Management: Maintain detailed client profiles, including purchase history, contracts, and service requests.
✅ Ticketing Integration: Link support tickets, issues, and projects directly to customer records.
✅ Automated Workflows: Trigger actions based on lead status, service events, and renewal dates.
✅ Reporting & Dashboards: Gain insights into sales performance, customer satisfaction, and technician efficiency.
Benefits of Using ConnectWise CRM
🔹 Unified Sales and Service Data: No more switching between CRM and service desk tools.
🔹 Faster Quoting and Renewals: Speed up deal closing with integrated quoting tools.
🔹 Improved Customer Experience: Support teams have full visibility into customer history and preferences.
🔹 Better Revenue Forecasting: Predict future sales and renewal pipelines more accurately.
🔹 Increased Team Productivity: Automate repetitive tasks and enable seamless handoffs between sales and service.
Who Should Use ConnectWise CRM?
| Business Type | Why ConnectWise CRM Fits |
|---|---|
| MSPs | Manage client relationships, service tickets, and recurring revenue streams |
| IT Service Providers | Coordinate sales, projects, and support in one platform |
| Technology VARs | Manage quoting, procurement, and delivery efficiently |
| SaaS Providers | Track customer lifecycles from onboarding to renewal |
| Cybersecurity Firms | Manage client contracts, incidents, and remediation workflows |
ConnectWise CRM Integrations
- ConnectWise Sell: Quoting and proposal generation
- ConnectWise Automate: Remote monitoring and management (RMM) integration
- ConnectWise Manage: Professional Services Automation (PSA) core platform
- QuickBooks, Xero, Sage: Accounting and invoicing
- Microsoft Outlook/Teams: Email and collaboration tools
- CloudRadial, BrightGauge, and other MSP tools: Reporting and client portal solutions
Comparison: ConnectWise CRM vs Traditional CRMs
| Feature | ConnectWise CRM | Traditional CRM (e.g., Salesforce, HubSpot) |
| Industry Focus | IT and service-based businesses | Broad, multi-industry |
| Service Ticket Integration | Native | Requires third-party add-ons |
| Quote to Cash Process | Built-in with ConnectWise Sell | Requires add-ons or integrations |
| PSA/Service Delivery Integration | Native (ConnectWise Manage) | Separate platforms |
| Customization | High for IT workflows | Moderate to high |
Pricing Overview
ConnectWise CRM pricing typically depends on bundling with ConnectWise Manage licenses. Pricing is custom-quoted based on the number of users and selected modules (CRM, Service Desk, Finance, etc.).
Typical starting prices:
- ConnectWise Manage Base Plan: ~$85/user/month (includes CRM features)
Contact ConnectWise for customized demos and pricing packages.
Conclusion
ConnectWise CRM is not just a sales tool—it’s a full client lifecycle management platform tailored for technology service providers.
With integrated sales, quoting, service management, and project tracking, ConnectWise empowers IT companies to deliver superior customer experiences, improve operational efficiency, and grow recurring revenue streams.
If you’re an MSP, VAR, or IT consultancy, investing in ConnectWise CRM could be a game-changer for your business operations.