ServiceNow Customer Service Management Reviews, Competitors and Pricing

Bharti Sharma

Head of ITSM and Service Availability at Aon Corporation

May 31, 2022

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A customer service management solution with useful workflow capabilities

Pros and Cons

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

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

What is our primary use case?

We use ServiceNow Customer Service Management for our commercial risk business. We use it to support middle office, back office, and front office colleagues.

What is most valuable?

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

What needs improvement?

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

For how long have I used the solution?

I have been using ServiceNow Customer Service Management for almost three years.

Buyer's Guide

ServiceNow Customer Service Management

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What do I think about the stability of the solution?

ServiceNow Customer Service Management is mostly stable.

What do I think about the scalability of the solution?

ServiceNow Customer Service Management is a scalable solution. We have about 2,000 users, mainly in back-office operations.

How are customer service and support?

Technical support is responsive and resolves our tickets.

On a scale from one to five, I would give technical support a four.

How would you rate customer service and support?

Positive

How was the initial setup?

The initial setup is straightforward.

What about the implementation team?

An integrator implemented this solution.

What's my experience with pricing, setup cost, and licensing?

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

Which other solutions did I evaluate?

ServiceNow Customer Service Management is user-friendly compared to other solutions.

What other advice do I have?

On a scale from one to ten, I would give ServiceNow Customer Service Management a nine.

Which deployment model are you using for this solution?

Public Cloud

Disclosure: I am a real user, and this review is based on my own experience and opinions.