N-able MSP Manager vs. Unanet ERP GovCon

It's a good company to grow with because as needs change there are more features available.

Incentivized

As I said, Unanet is great for timekeeping and expense reporting. It's very easy to navigate and intuitive for my staff to use. On the other hand, reports are a challenge. The ones that are "canned" only come out as PDFs so I find I waste a lot of paper each month. Customized reports are better and come in Excel, but setting them up is not that easy. We've been working with Unanet just over a year. We went "live" effective 1/1/2017 and we're still avoiding the reporting functions even though that was one of the main reasons we purchased Unanet in the first place

Incentivized

• Help Desk Ticketing is very easy to use and organize.
• Billing is robust and keeps track of client contracts and time very well.
• Role management and ticket routing client are very robust.

Incentivized

• Near real-time visibility into project financials. As soon as the employees save their time for the day, you can get a good measure of project financial performance. Work authorizations are embedded into Unanet so unintentional overruns are virtually eliminated.
• Nice integration with the Joint Travel Regulations. It is easy to import the latest rate tables for both CONUS and OCONUS destinations.
• Good customer support and highly responsive. Webinars on new features are free and broadcast on a regular basis. Feedback to suggestions for new features are addressed in a very timely fashion.
• It is easy to structure Unanet to support DCAA practices to be able to get approval for cost plus jobs.
• With exports to .csv files, it is easy to extract data for further analysis beyond the relatively rich built-in reporting features.

Incentivized

• Labeling/titling work "labels" without all the extra steps.

Incentivized

• Adding hours for subcontractors must be done via import because the hours don't update on the reporting if put in via vendor invoice.
• Make posting dates less complex.
• Should be easier to figure out roles needed for managers in the organization.

Incentivized

I had the chance to talk to SolarWinds reps at their Empower conference. They asked how we liked MSP Manager. (For full disclosure, we use their whole suite of products). I told them it's the worst ticket software I have ever used. They said that it wasn't the first time they had heard that. I did not doubt that he was telling the truth.

Incentivized

Every time I have reached out to customer support, they have been very helpful and resolved my issue very quickly and efficiently

Incentivized

I want to be clear. I did not choose MSP Manager, it was thrown at me, purchased by someone who did not understand how bad this tool was. I have used other ticket systems, Remedy, Spiceworks, and ServiceNow. Those all work, and do a lot of things this can't. We have to export a list of all tickets, then use BI tools to try and work the data, just to get reports on completed tickets. It's truly terrible. I would recommend having users send a carrier pigeon over using this awful awful tool.

Incentivized

We were previously using Deltek GCS. Deltek stopped the support for this software so we were forced to change to a new product. We reviewed Costpoint, a Microsoft product and Unanet. We selected Unanet because it had all of the features we were looking for in a new software and it was very user-friendly.

Incentivized

• For my managed service clients, MSP Manager has seriously reduced the time I spend billing. Overall data entry time may be the same, but now it's focused on documenting the work that was done and the billing simply follows.
• The first few months of learning MSP Manager definitely meant doing lots of admin work twice, and double-checking the MSP manager invoices against the paper trail, to ensure it was accurate and working. Plan for this extra time overhead during the learning phase.

Incentivized

• Unanet has had a very significant ROI on several fronts. Our payroll department spends much less time managing and processing time in general.
• Unanet has allowed all of the project managers teams bill on a much more granular level which has saved significant time over the previous Excel based processes of gathering project level data.
• Using Unanet companywide has also saved many hours of time that were previously spent translating data from other platforms, and consolidating data via Excel for reporting purposes. Using the same tool (Unanet) with the included reports has saved significant time and hassle which has had an enormous impact on the ROI of Unanet.

Incentivized