Oracle Fusion Service vs ServiceNow Customer Service Management comparison

"Stable and scalable with good technical support."

"The solution is completely cloud-based and very easy to access from anywhere."

"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."

"Previously, my clients used a smaller ERP system, not a major one. However, they have now transitioned to Oracle, which provides them with a more extensive range of options. Unlike before, it's now an integrated system that covers various aspects, including finance, supply chain management, and other functionalities."

"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."

"Everything is managed by Oracle, so they have security in place."

"There is also a focus on maintaining efficiency, and it is a significant time saver."

"Oracle Fusion's scalability and flexibility are its most valuable features."

"The integration capabilities of ServiceNow are wonderful."

"The tool is very useful as it helps us run businesses smoothly."

"We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the tool can offer. It can be integrated with any external system. There are also automation possibilities."

"The setup phase of the solution was straightforward...Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good."

"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."

"The tool's most valuable feature is the service portal."

"What I like best about ServiceNow Customer Service Management is that it's a good tool. I like how fast it is and that it's cloud-based. I also like that it's very easy to use. ServiceNow Customer Service Management has minimum options, for example, column options and tab options when compared to other solutions, which makes it easier to use over others."

"One of the solution's most valuable features is its integration with the ITSM suite. When you acquire it, you also get access to incident and problem management from ITSM. This allows you to register a ticket in the product to work with the end user while using ITSM to handle the internal resolution process."

"Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation."

"I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities."

"When it comes to ERP Cloud, performance has always been an issue, especially when calling an API or a VIP publisher. I experience timeouts, which Oracle needs to improve."

"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."

"Lacks the ability to deploy custom code for customization."

"The user experience has to be much better."

"The vendor must provide a user-friendly mobile application."

"The product's option to upload payroll data doesn't work seamlessly."

"One area for improvement would be integrating IVR systems. Many customers need the ticketing solution and a native IVR system within the same platform. ServiceNow Customer Service Management doesn't offer an IVR solution that works natively or comes in the same package. Customers often have to integrate their IVR with third-party solutions like Twilio. However, the agreement between ServiceNow and Twilio ended some months ago, making it more challenging to integrate IVR functionalities."

"The price could be better. ServiceNow should price products more reasonably."

"The pricing must be more flexible."

"The solution seems to be moving towards low-code/no-code technology. It is a negative aspect of my experience with the product. It also needs to introduce a clearer pricing structure."

"The product's AI feature should be improved."

"The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers."

"I do not have any notes for improvements."

"ServiceNow Customer Service Management works fine for me, for now, so there isn't any room for improvement I see in it. In the next release of the tool, I'd like users to be able to download all reports because as a user, I can only download a limited number of reports from ServiceNow Customer Service Management, but my management team can do so. I'm unsure if it's a feature that's included in the tool or not."

"There are no extra licenses, everything is included in the subscription, and the price is fixed."

"Oracle Fusion Service is a cheap and flexible solution."

"This is definitely an expensive product compared to others on the market."

"The tool is reasonably priced."

"Licensing fees are on the higher end and I rate them an eight out of ten."

"The product has average pricing."

"Oracle Fusion Service is more expensive than Workday."

"Oracle's pricing is quite high, and this cost can be a significant barrier, especially for smaller companies."

"ServiceNow Customer Service Management is expensive. It's one of the most costly CSM options in the marketplace."

"The product has a premium price"

"I rate the tool's pricing a six out of ten."

"I rate the product's pricing a five on a scale of one to ten, where one is cheap, and ten is expensive. The solution is neither cheap nor expensive."