Don’t Customize Chaos: Why MSPs and Pro AVs Need Clarity Before Customization in ConnectWise
If you’re implementing ConnectWise — or looking to switch tools — there’s a phrase you’ve probably heard (or said) with excitement:
“It’s super customizable!”
And while that sounds like a win, as a ConnectWise consultant who’s worked with dozens of MSPs and Pro AV integrators, let me give you the real talk:
Customization before clarity is a trap.
Why ConnectWise Isn’t the Problem. Your Process Might Be
Whether you're an MSP, a Pro AV integrator, or a security firm, ConnectWise is an incredibly powerful platform. But its value doesn’t come from how many custom fields, workflows, or dashboards you can build.
It comes from aligning your team to a clear, proven process - and then letting the software reinforce it.
Too many businesses start customizing before they define:
Clear procurement and project workflows
Team responsibilities and handoffs
Billing, invoicing, and job costing expectations
How they track profitability and product margin
When you don’t have these mapped out, your “custom solution” isn’t a solution. It’s just expensive duct tape wrapped around a broken process.
ConnectWise for MSPs and Pro AVs: Start with Best Practices
This is where strategic ConnectWise consulting can make all the difference.
Instead of building from scratch, a good consultant will say:
“Here’s how other companies in your industry are doing this successfully. Let’s start there.”
You don’t need a blank canvas. You need guide rails - best practices for ConnectWise procurement, projects, invoicing, agreements, and more.
Once your team has the clarity and confidence to execute, then it makes sense to tweak and tailor.
Thinking About Switching Tools?
Before you jump into another “all-in-one” app or rebuild your system, try this:
✅ Ask for a demo using your workflows
Skip the polished sales deck. Show them how your team actually works.
✅ Use a trial account to do real work
Don’t just click around. Try to run a ticket. Send a PO. Build a quote.
✅ Pay attention to your friction points
Are you stuck because the tool doesn’t fit - or because your internal process is fuzzy?
If you're not sure what "good" looks like, don’t build custom. Borrow a blueprint. Use what’s already working for top-performing MSPs and Pro AV teams.
Ready to Streamline Your ConnectWise System?
I work with growing MSPs and integrators to clean up procurement, project workflows, and service operations inside ConnectWise. That includes:
One-on-one consulting for your ops, finance, and project teams
Access to a full video library with ConnectWise tips and best practices
8-week accelerator programs to get you out of setup limbo and into “run state”
Stop customizing chaos. Start building systems that scale.
