ServiceNow and Salesforce are two powerful platforms competing in enterprise IT solutions. ServiceNow appears to have the upper hand with its high configurability and strong integration capabilities, while Salesforce is robust in CRM functionality and analytics.
Features: ServiceNow is highly configurable, allowing businesses to adapt solutions to unique processes. It offers a visual workflow editor, frequent updates, and active community support. Salesforce provides robust CRM functionality, seamless integration with other services, and flexible analytics tools.
Room for Improvement: ServiceNow should work on pricing models, improving user interface, and enhancing integration capabilities. Its license complexities and setup process need simplification. Salesforce, while powerful, can improve on its high cost, complex pricing structure, and could enhance UI responsiveness and integration features.
Ease of Deployment and Customer Service: Both ServiceNow and Salesforce offer deployment via public, private, and hybrid clouds, with ServiceNow adding on-premises deployment for versatility. Customer service for both receives mixed reviews, with ServiceNow's community support being a strong complement, while Salesforce could enhance technical support speed.
Pricing and ROI: ServiceNow is considered expensive due to its licensing model, impacting ROI, yet it offers comprehensive capabilities. Salesforce is similarly costly, tailored for larger enterprises, with various pricing models that may pose a barrier for smaller organizations. Both platforms offer potential ROI through improved service delivery and efficiency gains.
Salesforce saved about 40% to 50% of my time by allowing me to manage and maintain client data and account progress.
The return on investment is good when implementing for ourselves and for other clients.
The support is exemplary and deserves a perfect rating.
Most of the support comes from partners, and customers heavily rely on them.
I have contacted them four to five times over the past two years, and they have been quite helpful.
We are using it globally in thirty countries.
Salesforce Platform is absolutely scalable for us.
Salesforce's scalability was not a problem.
It is capable of vertical scaling with no issues.
We have never had any problems with it.
On occasion, we had to log in and out frequently, open tickets with our IT team for account reconfiguration, or request permissions to access the system.
ServiceNow is already a stable tool.
ServiceNow is stable enough.
AI should pick up and send us a reminder from the notes.
Using AI extensively to make the platform easier to use would also be beneficial.
Salesforce could improve by offering AI features or functionalities to help business decision-makers analyze business history, suggest forward strategies, and participate in events.
There is a need for bug or error tracking in ServiceNow.
Their customer support could make it a great solution, not just product support but also their relationship with partners and training initiatives in different regions.
There are sometimes challenges with the portal being a bit confusing for new users.
Salesforce Platform may be on the expensive side.
ServiceNow's pricing can be justified if more functionality is required.
ServiceNow is expensive for all regions.
Salesforce Platform offers a complete combination of features, including dashboards and progress tracking.
Salesforce offers control over the opportunities to see where we are and gives me high-level dashboards on each opportunity stage.
The most useful features of Salesforce Platform for us include lead generation, lead management, and pipeline management.
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.
The most valuable features of ServiceNow for me are its ticketing and reporting capabilities.
Salesforce Platform is a tool that provides application building with open application programming interfaces (APIs), integration tools, back-end services, starter templates, and developer environments. With a low-code interface, users are able to build applications and benefit from automated processes. The product helps customers to increase work productivity and save on IT costs through efficient, easy-to-understand, methods for creating applications.
Salesforce Platform allows companies to build and operate intelligent applications at scale and share them with employees and customers in real time. The tool secures companies' data while connecting and synchronizing it simultaneously across their Customer 360 accounts. The main components of the product are:
Salesforce Platform Features
Also referred to as a “drag and drop app builder," this solution offers various features for customers to create intelligent applications and build personalized services for clients, partners, and employees within the apps.
Salesforce Platform Benefits
The benefits of using Salesforce Platform include:
Reviews from Real Users
A vice president at a healthcare company values Salesforce Platform because it is flexible and user-friendly with helpful pre-built schemas.
Peter G., a senior technical consultant at a tech services company, rates Salesforce Platform highly because it is intuitive, quite easy to learn, and stores all kinds of relevant sales information.
ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.
ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.
ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.
“The Smarter Way to Workflow”
ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.
ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.
ServiceNow offers service management software for industries including:
Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications
Reviews from Real Users
PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”
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