ConnectWise has updated its IT service management tool to make it easier for managed service providers (MSPs) to deliver services to businesses more quickly and at a lower cost.
The company has brought its professional service automation (PSA), remote monitoring and management, quote and propose, and remote desktop capabilities together into a single user interface.
The Tampa, Fla. company said the new user interface will provide MSPs with a more consistent experience, reduce the number of clicks needed to navigate between functions, and ensure the same keys carries out the same function in every program, according to Craig Fulton, ConnectWise's vice president of product.
"You can't tell where one product ends and another product begins," Fulton told CRN. "It's just one ConnectWise."
ConnectWise also officially rolled out new names for all its products, formalizing the announcement made at CRN-parent The Channel Company's XChange 2016 conference in August. The company's flagship PSA tool – previously known as ConnectWise – will now be known as ConnectWise Manage, and its RMM tool – formerly known as LabTech – will now go by ConnectWise Automate.
The company's automatic sales proposal generation capabilities – previously known as Quosal – will now be called ConnectWise Sell, and its remote desktop control tool – previously known as ScreenConnect – will now go by ConnectWise Control.
"It just made sense to align everything under one company, one brand," Fulton said. "We felt the names really helped, because it described what the product really does, and how the product can help partners."
The rebranding will make it easier for ConnectWise to talk about what it can do for MSPs, Fulton said, since some customers today don't realize all four products come from the same company. Going forward, Fulton said the vendor would be focused on presenting its entire platform rather than just a single product to solve customer challenges.
The new UI has the most in common with the legacy ConnectWise Manage interface, Fulton said, and will involve the biggest changes for previous users of ConnectWise Automate. Specifically, Fulton said Automate users can expect a management screen with more of a dashboard look and feel, which will make it easier for MSPs to spot problems and work on customer machines without losing their interface.
"It alerts you right away from a quick view in a way that it hasn't before," Fulton said.
The new UI will bring remote control capabilities directly to the PSA ticket, Fulton said, enabling an MSP's technicians to take control of a customer's machine with just a single click in the ticket. And salespeople will be able to view and modify quotes inside the specific opportunity without having to toggle between functions, Fulton said.