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SAP Service Cloud vs ServiceNow Customer Service Management comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

SAP Service Cloud
Ranking in Customer Experience Management
24th
Average Rating
0.0
Number of Reviews
0
Ranking in other categories
CRM (127th)
ServiceNow Customer Service...
Ranking in Customer Experience Management
2nd
Average Rating
8.6
Number of Reviews
10
Ranking in other categories
CRM Customer Engagement Centers (4th)
 

Mindshare comparison

As of February 2025, in the Customer Experience Management category, the mindshare of SAP Service Cloud is 1.9%, up from 1.6% compared to the previous year. The mindshare of ServiceNow Customer Service Management is 6.3%, up from 3.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Customer Experience Management
 

Featured Reviews

Use SAP Service Cloud?
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Rupesh Jethwa - PeerSpot reviewer
A stable tool to help manage infrastructures, deployments, and different products from different vendors
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. Though our company prefers to implement the solution directly out of the box, we need better customization capabilities if there are some complex requirements from the customers.
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832,138 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Educational Organization
55%
Computer Software Company
10%
Manufacturing Company
6%
Comms Service Provider
5%
Educational Organization
32%
Computer Software Company
9%
Financial Services Firm
8%
Healthcare Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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What do you like most about ServiceNow Customer Service Management?
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 ...
What needs improvement with ServiceNow Customer Service Management?
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'...
 

Also Known As

No data available
ServiceNow CSM
 

Overview

 

Sample Customers

INICOM, Dulux
Siemens Healthineers, SAP SuccessFactors, Asurion
Find out what your peers are saying about Qualtrics, ServiceNow, Salesforce and others in Customer Experience Management. Updated: January 2025.
832,138 professionals have used our research since 2012.