ServiceNow Orchestration vs WorkFusion comparison

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ServiceNow Orchestration

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Executive SummaryUpdated on Dec 17, 2024

WorkFusion and ServiceNow Orchestration are both prominent solutions in the automation and orchestration space. Despite some praise for WorkFusion's features, ServiceNow's comprehensive integration might render it more advantageous for large enterprises.

Features: WorkFusion is recognized for handling complex workflows and its integration capabilities in SAP environments, leveraging Machine Learning for document processing and providing flexibility for process creation without APIs. ServiceNow Orchestration excels in enterprise-wide integrations and comprehensive tooling, supporting IT and business processes seamlessly.

Room for Improvement: WorkFusion could benefit from expanded ERP integrations and improved document tagging during the Machine Learning process, as well as a more accessible user experience for non-technical users. ServiceNow Orchestration should enhance integration capabilities and address its rigid approach to customer demands, with users noting its costly features and occasional lack of flexibility.

Ease of Deployment and Customer Service: WorkFusion offers deployment options ranging from on-premises to hybrid cloud solutions, praised for its responsive customer support amid concerns about frequent system upgrades. ServiceNow Orchestration is used in public and private cloud environments, with generally praised support, yet users must make strategic decisions regarding deployment complexities due to the platform's scale.

Pricing and ROI: WorkFusion is seen as enhancing efficiency and minimizing human error, providing a fast ROI despite a restrictive licensing model for smaller companies. ServiceNow Orchestration is described as costly, with licensing based on modules and features, though its extensive feature set and integration capabilities contribute to a favorable perception of ROI among enterprises.

To learn more, read our detailed ServiceNow Orchestration vs. WorkFusion Report (Updated: April 2025).

ServiceNow Orchestration vs. WorkFusion

April 2025

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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

ServiceNow Orchestration

Ranking in Process Automation

11th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

No ranking in other categories

WorkFusion

Ranking in Process Automation

14th

Average Rating

7.6

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Robotic Process Automation (RPA) (8th), Intelligent Document Processing (IDP) (8th)

Mindshare comparison

As of April 2025, in the Process Automation category, the mindshare of ServiceNow Orchestration is 4.1%, down from 4.3% compared to the previous year. The mindshare of WorkFusion is 0.5%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Process Automation

Featured Reviews

ShaheenKapery

Solutions Architect at Altron

Easy to integrate, stable solution and incredibly good customer service

It is a long setup. It was customized to our company's requirements. Bearing in mind that there is not just an IT team. You've got an IT team consisting of end-users, consulting, and user support sides. Install support, ServiceNow support, application support, and so on. What ServiceNow does is it's really good at getting the tickets to the right person. That's the power of it. There's no issue with it. But you need to set that up in advance. You need to know the structure and who is responsible for each task. The initial setup does take a long time, and the organization might face some issues. But once you've got that resolved, it's amazing.

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Shamus Cardon

IT Engineer III at a healthcare company with 10,001+ employees

It has improved our accuracy since we are eliminating the human error element. There could be better version control through their web platform.

We only have our engineering team writing code and developing business processes since it is very technical. In terms of data extraction and training the ML models, we deployed that to our accounts payable department, which has fewer technical users than our engineering team. After a handful of training sessions, they were able to get in there and use it with decent accuracy. It could be better, but it is definitely better than nothing. One of the big upgrades that I know is happening in version 10 is an improvement to their tagging interface. That is definitely something that I am excited about to sort of reinvigorate our more non-technical users in information extraction from our documents. There could be better version control through their web platform. That is something that could be improved on. Integration from the IDE, e.g., from WorkFusion Studio directly into Control Tower, would be nice to have too.

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Quotes from Members

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

Pros

"Orchestration is commonly utilized by major corporations. The process of linking methods in ServiceNow, known as the RTS chain to parent methods, is executed seamlessly and efficiently. It's quite impressive and significant in its impact."

"It has competitive AI capabilities."

"This is a user-friendly solution where scripts can be made with ease. There are also many integration options, including Microsoft products, which gives the product a competitive edge."

"It's scalable."

"There are a lot of ready to use orchestration custom packs."

"The solution effectively automates business processes."

"Great with IT processes and business processes."

"The interface of the solution is very user friendly and it is easily accessible via a simple URL. This makes it easier to complete the UI based tasks but using other features require expertise in languages like Java. But along with that, there are limitation in terms of network connectivity testing and administrator faces regular challenges in conducting connectivity tests due to these limitations."

More ServiceNow Orchestration pros

"Their robots have increased the rate of efficiency by two to five times in our organization. There is still a human element to code out the package running the robots. You can't just click something and have it run. However, once that has been done, you can parallelize it 10 or 100 times in a fairly straightforward manner."

"In our opinion this group are the leaders in providing RPA solutions."

"WorkFusion's SAP integrations are really good."

"The most valuable feature is that it is easy to use."

"The Robotic Desktop Automation Express component allows us to do rapid development outside the normal, time-consuming processes."

"It takes care of simple tasks so users can focus more on exceptions than on regular use cases. They only focus on orders where they need to handle an exception, some information was not given, or there is an issue that they had to focus on. The rest of it goes straight through without human touch. We want to see our employees as engineers, wherein they think and solve problems, not necessarily have to do repetitive tasks. I think WorkFusion helps with avoiding repetitive tasks."

"We can see that its competitive ability is quite good."

"We need to analyze documents in order to understand them. We don't need to dedicate much time to this because WorkFusion's machine learning capabilities are very good. We can easily extract information and classify these documents. The document processing engine is very important to our organization because it is the center for many use cases, as we need to control the information contained in documents."

More WorkFusion pros

Cons

"There is still room for more integrations. Or, it would be nice to bundle multiple products together rather than selling everything as a model as that turns out to be a bit costly."

"We cannot perform GUI automation using the tool."

"The automatic remediation needs enhancement, particularly integrating ServiceNow with tools like SolarWinds and Logic Monitor. It is functional, but it needs improvement."

"There should be connectors to cover at least the top industry applications, and they should be easier to configure in a plug-and-play fashion."

"Efficiency of some features could be improved."

"From my space, the only thing that I can say is the spinning up with Google Cloud Services."

"I would like a user experience module to be added."

"There can be gaps in integration."

More ServiceNow Orchestration cons

"One thing we didn't like was their OCR solution. We felt it's somewhat inefficient."

"Where it can be improved is the speed. I built two bots, one with WorkFusion and the same thing with Python. My feeling was that the speed at which Python did things, how fast it did them, was quite cool. It was faster."

"Currently, I would rate their pricing around two, as WorkFusion's cloud version seems costly compared to others."

"The user experience could be better both from an RPA perspective and from a business perspective."

"It is complex for enterprise implementation. The solution needs a needs minimum, of 20-22 servers. It's no small task. This is not a straightforward setup. It's a large undertaking and there are many moving parts."

"On a scale of 1 - 10 I would rate them a 6. That's not low - that 60%. But as I said, it needs to be upgraded and modified."

"If we're talking from a developer perspective, the task of actually building automation is not ideal. That's not their strong side."

"The solution is not user-friendly, this is something they should improve."

More WorkFusion cons

Pricing and Cost Advice

"ServiceNow doesn't give a clear cost indication. They have different contracts with different organizations and it's all about negotiation, so you don't know how they are doing at the cost level."

"The solution is costly and orchestrations are very expensive."

"In terms of price, this solution is at the higher end of what you'll find."

"It is quite expensive because we've had some customers come back and say it's quite pricey because in order for them to go ahead with Orchestration, they must have already been paying for Discovery, service mapping, and a few other things."

"It is not very expensive."

"This is an expensive product, but it is the best in the market considering the features and lack of competitors."

"Pricing is custom to every customer."

"The cost of the solution is based on the number of plugins, conductors and integrations used and is charged annually. The licensing cause has been increasing gradually which makes it difficult to access. Initially offer free features but over the time the charges rise which make it an expensive solution with limited features. Along with that, the integration issues persist and require additional middle where and internet connectivity for effective usage."

"Find it online."

"The solution was not the cheapest, but it was also not the most expensive. Workfusion was very open to negotiating pricing and to working within the objectives of our firm."

"In addition to the licensing fee, there is also an implementation cost for each use case and technical support costs."

"The pricing is fair because WorkFusion's out-of-the-box solution is appealing."

"As a first-time customer who wants to engage with WorkFusion, not working for my company, then I would want to do a PoC. The cost is prohibitive because they will ask me to get infrastructure with six or seven servers. Then, you must buy a WorkFusion license to do a PoC, which is expensive. I would then have to set up a team to build the PoC and see the benefits. That is very prohibitive."

"One upgrade took a year to do, from the first server being built to the last bot being migrated. This was because we had to migrate all our existing bots. This is the same process and time frame that we are expecting towards the upcoming upgrade. I will end up spending half a million dollars to do an upgrade."

"They have a very expensive license compared to any other automation tool. For instance, at $50,000 - $60,000, you can bring in an Automation Anywhere solution. For this solution, you need at least $250,000 to get something going."

"We are on an annual contract to use the solution."

More WorkFusion pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

21%

Computer Software Company

13%

Manufacturing Company

Insurance Company

Financial Services Firm

29%

Computer Software Company

14%

Government

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about ServiceNow Orchestration?

The interface of the solution is very user friendly and it is easily accessible via a simple URL. This makes it easier to complete the UI based tasks but using other features require expertise in l...

What is your experience regarding pricing and costs for ServiceNow Orchestration?

Pricing is custom to every customer.

What needs improvement with ServiceNow Orchestration?

I remember last time I said there is no need for improvement. It's fine. Due to the limited scope, I cannot comment further. However, it should be integrated with AI and messaging or chatting featu...

What do you like most about WorkFusion?

If you compare it to its competitors in the market, it is more Java-native.

What is your experience regarding pricing and costs for WorkFusion?

Currently, I would rate their pricing around two, as WorkFusion's cloud version seems costly compared to others. However, I don't deal directly with purchasing.

What needs improvement with WorkFusion?

WorkFusion requires a high level of Java knowledge for programming, making it quite technical. Although they are moving towards a low-code, no-code platform, more effort is needed to cover the full...

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Product Reports

Download ServiceNow Orchestration product report

ServiceNow Orchestration

March 2025

Download WorkFusion product report

March 2025

Overview

ServiceNow is the fastest-growing enterprise cloud software company in the world above $1 billion (2018 revenue was $2.6 billion, up 36% year over year). We deliver digital workflows that create great experiences and unlock productivity to approximately 5,400 enterprise customers worldwide, including almost 75% of the Fortune 500.

ServiceNow

WorkFusion, Inc. is the creator of AI-enabled Digital Workers designed specifically for banking and financial services organizations. Its Digital Workers are true knowledge workers that effectively augment existing teams in functions like anti-money laundering (AML), sanctions, customer onboarding, Know Your Customer (KYC), and customer service. WorkFusion’s digital workforce solutions help solve talent shortages, increase workforce capacity, save money, enhance employee and customer satisfaction, and ensure ongoing compliance. For more information visit workfusion.com.

Sample Customers

experian, BEACHBODY, HealthPartners, Banosoft

Deutsche Bank, Amerant Bank, Bank of Asia, Scotiabank, Bank of Montreal, LPL Financial, Carter Bank & Trust, Selective Insurance, HPE, Canadian Tire, Standard Bank, Humana, New York-Presbyterian, Houston Methodist, Six Financial, State Street