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ConnectWise: The MSP Operating System
How one company built the command center for 50,000+ managed service providers
While most SaaS companies chase individual users, ConnectWise built an empire by selling to the infrastructure that runs small business IT. They aren't just software—they're the operating system for the entire MSP ecosystem, controlling the tools that manage millions of endpoints globally.
"ConnectWise doesn't compete in the MSP space—they are the infrastructure the space runs on."
The Network Effect Moat
With 61% direct traffic and only 18% organic search, ConnectWise has achieved what most SaaS companies dream of: product-led dominance. Their 262,966 backlinks aren't from marketing—they're from thousands of MSPs embedding their tools, creating a web of dependencies that makes switching costs astronomical. This isn't SEO; it's ecosystem lock-in.
The Unsexy Empire
At 1,200 employees and $243.6M revenue, ConnectWise operates at ~$203K revenue per employee—solid for enterprise software but revealing of their model. They're not a high-growth unicorn; they're a cash-flow engine. Their funding status (N/A) tells you everything: they've been profitable for years, likely self-funding expansion through their captive audience.
The Trustpilot rating of 2.2/5 from 857 reviews is the elephant in the room. For a company with such dominant market position, this suggests either a) ruthless pricing power or b) inevitable complexity tax. Most likely both. When you're the only game in town, customer satisfaction becomes negotiable.
- Dominates the 'connectwise' branded search with 16K monthly searches—brand recognition is absolute
- ScreenConnect status checks (1.7K/month) reveal their remote monitoring tools are mission-critical infrastructure
- The 'dmp' keyword (37K/month) suggests deep penetration into data management platforms, not just surface-level tools
The Infrastructure Playbook
ConnectWise proves that in B2B, being indispensable beats being loved. Their 2.2-star rating isn't a bug—it's a feature of a company so embedded in its customers' workflows that satisfaction becomes irrelevant to retention.
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IT Management Software - ITSM & MSP Solutions | ConnectWise
Empower your MSP with all-in-one tools: RMM, UMM, SOC, NOC, and Cybersecurity. Join a thriving community to grow and manage your business seamlessly.
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Industry Events, Great Content, and Real Value for MSPs
We’re big fans of ConnectWise—and not just for the software. As someone who supports multiple MSPs through tools like GlassHive, I constantly look for partners that get it. ConnectWise delivers. Their platform helps our clients streamline operations, improve service delivery, and scale more predictably—but what really sets them apart is how invested they are in the MSP community. IT Nation is one of the best events in the industry—consistently packed with actionable sessions, real networking opportunities, and forward-thinking strategies. Every year, we walk away with ideas we can actually implement. Their content is also a huge resource for us. Whether we're helping an MSP build out processes or looking for new ways to optimize client engagement, ConnectWise’s webinars, blogs, and partner resources help us do better work—faster. They’re not just a vendor. They’re a true partner to the MSP space.
ConnectWise transformed our business
ConnectWise has been a transformative addition to our business, providing an exceptional suite of tools that have revolutionised how we operate and support our clients. In particular, ConnectWise Automate and ConnectWise Manage have become indispensable in helping us run an efficient service business and deliver outstanding levels of support and security. ConnectWise Automate has enabled us to automate routine tasks, improve system monitoring, and address potential issues proactively. This has saved us significant time and allowed us to offer seamless and uninterrupted service to our clients. Meanwhile, ConnectWise Manage has streamlined our workflows, from ticket management to project coordination, ensuring we remain organised and responsive. Its comprehensive features allow for better collaboration and help us stay ahead in providing top-tier client support. The integration between these platforms has been seamless, enabling us to run a highly efficient operation. Thanks to ConnectWise, we’ve been able to focus on what matters most—delivering exceptional service and robust security solutions to our clients. We wholeheartedly recommend ConnectWise to any service-based organisation seeking to enhance their efficiency and deliver value to their clients. Their innovative and reliable solutions have become a cornerstone of our success.
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I have been using ConnectWise PSA since…
I have been using ConnectWise PSA since 2004, I started consulting on the software in 2010. From being an end user learning, to the company CW Admin to a CW Manage Consultant that has worked for myself, worked for a CW Consulting firm then back to working for myself, I have worked with hundreds of partners. The key is the setup and the understanding of how the system works and downstream effects of the setup here or changing something here and what it does over there. If you're looking to get a PSA, I suggest getting a consultant to help you set it up right to start as one glove does not fit all, and what me and my partners have is years of experience seeing the system setup in many different ways to service many different types of MSP's. Again, if you can configure the system correct at the start, it's really a solid product. Setup, setup, setup!
10 Years with ConnectWise PSA: It’s All About the Setup
I've been using ConnectWise PSA for over a decade, and as a ConnectWise PSA consultant working with hundreds of partners, I've learned that proper configuration is essential to truly maximize its capabilities. While the interface often receives criticism, I believe it's more about familiarity and effective setup. That said, ConnectWise has been making strides with the Asio unified platform, which brings a more modern look and feel. Personally, the existing UI has never been an issue for me—once you know the system, it becomes second nature. Overall, it's a powerful tool that delivers when tailored to your needs.
Start at the end first
Start at the end first. What I mean by that, is to make sure you look at and learn what is considered best practice. It’s good to know that ConnectWise really consider the whole experience when adding and improving the functions within PSA.
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About connectwise.com
Empower your MSP with all-in-one tools: RMM, UMM, SOC, NOC, and Cybersecurity. Join a thriving community to grow and manage your business seamlessly.
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connectwise.com uses 22 technologies across their website including Wistia, Adobe Fonts, Cloudflare Turnstile, reCAPTCHA, and more.
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connectwise.com receives approximately 1.2M monthly visitors and ranks #41,249 globally. The website has a bounce rate of 40% with visitors viewing an average of 3.7 pages per visit. Users spend an average of 3:55 on the site.
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