The implementation of ConnectWise CPQ follows a structured, phased approach designed to ensure seamless integration into existing business processes. The timeline can vary based on the size of the organization, complexity of integration, and specific customization needs, but generally ranges from a few weeks to a few months.
Implementation Process:
Discovery and Planning:
Initial consultation to assess business needs and current systems.
Define goals, key stakeholders, timelines, and required customizations.
Audit existing sales and quoting workflows to align CPQ functionality.
Software Configuration:
Tailor product catalog, pricing models, and templates.
Set up integrations with ConnectWise PSA, CRM, or third-party tools (e.g., QuickBooks, Salesforce).
Establish approval workflows and user roles.
Data Migration:
Import product data, customer records, and existing quotes if applicable.
Cleanse and standardize data to match CPQ formats.
Training & User Enablement:
Conduct training sessions for sales teams, admins, and support staff.
Provide documentation and onboarding resources.
Testing & Validation:
Run test quotes and simulate workflows to ensure proper function.
Identify and resolve bugs or mismatches in logic or integration.
Go-Live & Post-Launch Support:
Launch system to all users.
Offer support during the transition and gather feedback for adjustments.
Typical Timeline:
Small businesses: 2–4 weeks.
Mid-sized to large enterprises: 6–12 weeks or longer depending on complexity.
Customisation
Yes, ConnectWise CPQ is built with flexibility in mind and can be extensively customized to meet the unique requirements of various industries, business models, and sales processes.
Customization Capabilities:
Product Catalog & Pricing Rules:
Customize product bundles, upsell/cross-sell logic, and tiered pricing.
Support for recurring, one-time, or usage-based pricing models.
Templates and Branding:
Modify proposal templates to match brand identity (logos, fonts, themes).
Add custom messaging, disclaimers, or dynamic content blocks.
Workflow Automation:
Configure approval hierarchies and automated notifications.
Set up triggers based on deal size, product type, or region.
Integration with Existing Tools:
Connect with CRMs, ERPs, PSA systems, accounting tools, and more.
Use APIs for custom integrations if needed.
User Roles and Permissions:
Define access levels and visibility based on team roles.
Create specialized dashboards for sales, finance, and management.
Custom Fields and Logic:
Add custom fields for industry-specific data capture.
Use custom logic to drive quoting decisions or sales recommendations.
Additional Costs
ConnectWise CPQ has several cost components beyond the core licensing fee. These can include setup charges, optional services, ongoing support fees, and integration costs. Understanding these can help plan for the total cost of ownership.
Additional Costs:
Setup Fees:
One-time onboarding or implementation charges depending on package or partner.
Costs may vary depending on data migration, number of integrations, and training scope.
Training Costs:
May include fees for instructor-led sessions or premium onboarding packages.
Optional training modules available for advanced use cases.
Maintenance & Updates:
Regular software updates are generally included in the subscription.
No separate fee unless custom development is involved.
Support Charges:
Standard support typically included with subscription.
Premium or 24/7 support may incur additional charges depending on service level.
Customization & Integration:
Custom development or third-party integration may involve extra consulting fees.
API use is available but may require technical resources or partner services.
Third-Party App Costs:
If integrated with external platforms (e.g., CRMs or accounting systems), those may have their own licensing costs.
License Tiers:
Pricing varies based on user count, functionality (e.g., e-signatures, CRM integration), and chosen features.
Training
ConnectWise CPQ provides a robust training and support framework designed to help new users quickly become proficient and to ensure ongoing success. The training programs and support services are tailored for different roles within an organization and available through multiple channels to accommodate various learning preferences.
Training and Support Offered:
Onboarding & Implementation Training:
Structured onboarding sessions led by ConnectWise or certified partners.
Hands-on walkthroughs covering configuration, product setup, and basic quoting workflows.
Customized training based on industry and business-specific processes.
Self-Paced Learning Resources:
Access to an extensive knowledge base with tutorials, FAQs, and best practices.
Video libraries and step-by-step guides for users and administrators.
Community forums for peer advice and user-shared tips.
Live Training Workshops & Webinars:
Regularly scheduled live webinars covering new features and advanced topics.
Interactive Q&A sessions with product experts.
Role-based workshops for sales reps, managers, and technical admins.
Technical Support:
Standard support usually included with subscription offering email and phone assistance during business hours.
Tiered support options including priority response or 24/7 availability for critical issues.
Dedicated customer success managers available for enterprise clients.
Ongoing User Enablement:
Periodic updates and refresher training as new features or workflows are introduced.
Access to sandbox environments for practice and testing.
Feedback channels to request features or report issues.
Security Measures
Security is a critical priority for ConnectWise CPQ. The platform incorporates multiple layers of technical, administrative, and physical safeguards to protect sensitive business and customer data from unauthorized access, breaches, and other cyber threats.
Security Measures:
Data Encryption:
Encryption of data at rest and in transit using industry-standard protocols (e.g., AES-256, TLS).
Secure storage of sensitive information such as pricing, customer data, and user credentials.
Access Controls & Authentication:
Role-based access controls restricting data visibility and actions based on user permissions.
Support for multi-factor authentication (MFA) to strengthen login security.
Single sign-on (SSO) integration with enterprise identity providers.
Network and Infrastructure Security:
Hosting on secure, certified cloud infrastructure with regular vulnerability assessments.
Firewalls, intrusion detection/prevention systems (IDS/IPS), and DDoS protection.
Regular penetration testing and security audits.
Data Backup & Recovery:
Automated daily backups with secure offsite storage.
Disaster recovery plans to ensure business continuity.
Ability to restore data to a previous state in case of accidental deletion or corruption.
Compliance and Privacy:
Adherence to relevant industry standards and regulations (such as GDPR, SOC 2).
Privacy policies to protect user and customer data.
Logging and monitoring for suspicious activity and compliance reporting.
Employee Security Training:
Regular security awareness training for staff involved in development, support, and operations.
Strict internal controls on data access and change management.
Updates
ConnectWise CPQ follows a consistent update and maintenance cycle aimed at continuously improving features, performance, and security. Updates are delivered in a managed way to minimize disruption and ensure users benefit from the latest enhancements.
Update Frequency and Management:
Regular Release Schedule:
Monthly or quarterly updates that include new features, bug fixes, and performance improvements.
Major version upgrades less frequently, typically annually or bi-annually.
Automatic Updates:
Cloud-based deployment allows automatic delivery of patches and minor updates without user intervention.
Users always operate on the latest stable version, reducing compatibility issues.
Update Testing & Validation:
Rigorous internal testing before release, including regression, functional, and security testing.
Beta or preview programs available for select users to test new features before general release.
Communication & Documentation:
Release notes provided detailing new features, fixes, and any required user actions.
In-app notifications or email alerts informing users of upcoming changes or maintenance windows.
User Impact & Support:
Updates designed to avoid downtime; maintenance windows communicated in advance.
Support teams prepared to assist users with transition issues post-update.
Option for enterprises to schedule updates to suit their business cycles in some cases.
Data Ownership and Portability
ConnectWise CPQ maintains a clear policy that prioritizes the customer’s ownership of their data and provides mechanisms to ensure data portability. This approach supports transparency and flexibility, allowing businesses to control and retrieve their data as needed throughout and after their engagement with the software.
Data Ownership and Portability Policy:
Customer Data Ownership:
Customers retain full ownership and control over all data entered into the CPQ system, including product information, pricing, quotes, and customer records.
ConnectWise acts as a data processor, managing the data on behalf of the customer without claiming ownership.
Data Access Rights:
Customers have continuous access to their data during the subscription period.
The software provides tools and reports that allow users to view, export, or analyze their data directly.
Data Export & Portability:
Customers can export their data in commonly used formats (e.g., CSV, Excel, PDF) at any time.
Supports bulk data export to facilitate migration to other systems or internal archiving.
APIs available for programmatic data extraction, enabling integration with external platforms or custom workflows.
Data Retention & Deletion:
Upon subscription termination or cancellation, customers can request full data export.
ConnectWise offers data retention for a defined period post-termination to facilitate orderly transition.
Customers can request secure deletion of their data according to agreed timelines and privacy regulations.
Compliance with Privacy Laws:
Data ownership and portability policies align with privacy regulations such as GDPR, ensuring customers’ rights to data access and transfer.
Clear documentation provided regarding data handling, storage, and customer responsibilities.
Scaling Up / Down
ConnectWise CPQ is designed to be flexible and scalable, enabling organizations to adjust their usage and licensing in response to changing business demands. The terms for scaling accommodate growth or contraction while maintaining service continuity and cost efficiency.
Scaling Terms and Flexibility:
Flexible Licensing Model:
Licensing is typically subscription-based with user or feature tiers that can be adjusted.
Customers can increase or decrease the number of licenses/users as needed, often on a monthly or quarterly basis.
Adding Users or Features:
Additional user licenses or feature modules can be added without lengthy contracts or penalties.
New capabilities can be enabled via configuration or purchase of add-ons, supporting evolving business requirements.
Reducing Usage:
Organizations can scale down their user count or features when necessary, usually aligning with the subscription renewal period.
Some contracts may include minimum commitments, so it’s important to review terms for any notice periods or fees associated with downsizing.
Pricing Adjustments:
Pricing adjusts proportionally based on the number of active licenses or enabled features.
Volume discounts or enterprise pricing packages may apply for larger organizations scaling up.
Contract Flexibility:
Many plans offer month-to-month or annual terms, providing options for short-term scaling.
Enterprises can negotiate customized agreements for more complex scaling needs.
Support and Onboarding for Scale Changes:
When scaling up, support is provided to onboard new users quickly.
When scaling down, assistance is offered to archive or reassign data as needed.
The terms & conditions for contract renewal and cancellation
ConnectWise CPQ typically operates on subscription-based contracts with clear terms for renewal and cancellation to provide flexibility while protecting both the vendor and customer interests. These terms can vary depending on the specific agreement, but generally include automatic renewal, notice periods, and conditions for termination.
Contract Renewal and Cancellation Terms:
Subscription Duration:
Contracts are usually structured as monthly or annual subscriptions.
Annual contracts often provide cost benefits compared to month-to-month plans.
Automatic Renewal:
Most contracts include an automatic renewal clause unless the customer provides prior notice of cancellation.
Renewal is typically for the same duration as the initial contract term.
Cancellation Notice:
Customers are required to give advance written notice to cancel or not renew.
Notice periods generally range from 30 to 60 days before the contract end date, depending on the agreement.
Termination Rights:
Customers may terminate for convenience at the end of the term by adhering to the notice period.
Early termination before the contract expiration may incur penalties or require payment for the remaining term.
Termination for cause may occur if either party breaches terms, with a possibility for immediate cancellation.
Effect of Cancellation:
Upon cancellation, access to the software and services is typically disabled at the end of the contract.
Customers can request data export before termination to ensure data retention.
Renewal Terms Changes:
Vendors may revise pricing or terms upon renewal, usually with advance notification.
Customers have the option to accept updated terms or cancel before renewal.
Support and Billing:
Billing is continuous throughout the contract period and renewal.
Refunds for partial periods are generally not provided unless otherwise specified.
Compliance
ConnectWise CPQ is developed with security and regulatory compliance in mind to meet industry standards that protect data privacy, integrity, and operational reliability. Compliance with these standards ensures the software is suitable for use in regulated industries.
Compliance Standards:
SOC 2 (System and Organization Controls):
Adheres to SOC 2 standards focusing on security, availability, processing integrity, confidentiality, and privacy.
Undergoes regular audits by independent third parties to validate controls.
GDPR (General Data Protection Regulation):
Meets requirements for handling personal data of EU residents.
Provides mechanisms for data access, correction, deletion, and portability in line with GDPR.
HIPAA (Health Insurance Portability and Accountability Act) - Applicable if handling healthcare data:
Designed to comply with HIPAA safeguards for protecting patient information.
Supports secure data transmission and storage to meet healthcare compliance.
PCI DSS (Payment Card Industry Data Security Standard):
If payment processing is integrated, adheres to PCI DSS requirements for handling cardholder data securely.
ISO 27001 (Information Security Management):
Follows principles and practices outlined in ISO 27001 for establishing a robust information security management system.
Privacy and Security Best Practices:
Employs encryption, access controls, and audit logging consistent with industry standards.
Regularly updated policies aligned with evolving regulatory environments.
