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Difference Between Salesforce and Servicenow

Difference Between Salesforce and Servicenow

Salesforce and ServiceNow are two popular CRM system today for businesses today that can be used alternatively. Both offer a high level of services with a lot of features and functionalities. They are similar and different from each other in multiple aspects. The objective of this blog is to make you familiar with both the CRM systems and help you in deciding which one should you adopt for your business services.

What is Salesforce?

This is a cloud-based CRM system that has been designed to make daily activities related to customers easy to manage and helps to maintain long-term relationship with them. It offers a plenty of services and features. The Android, web-based, Windows and iPhone platforms are supported by this CRM system. The six major offerings of Salesforce are given as below –

  1. Sales Cloud
  2. Service Cloud
  3. Marketing Cloud
  4. Chatter
  5. Analytics Cloud
  6. Salesforce1 app development

You can choose any of them based on requirements. Further, we have given a complete set of features that are offered by this amazing cloud-based platform these days.

Campaign Dashboard

Campaign Management

Case Management

Contact Management

Customer Database

Customer Self Service Portal

Customer Service

Customer Support Tracking

Dashboards

Email Marketing

Knowledge Base

Lead Management

Marketing Automation

Multi-Channel Marketing

Multi-Language

Sales Automation

Sales Reports

Social Advertising

Workflow Rules Management

Collaboration Center

Report Viewing

What is ServiceNow?

This CRM system offers IT asset management solution for almost any business instead of their sizes. There are a plenty of features that are offered by this CRM system like compliance management, asset management, and real-time prioritization etc. The Android, web-based, and iPhone platforms are supported by this CRM system.

Asset Management

Billing and Invoicing

Change Management

Discover Change Management Software

Contract Management

Customer Survey

Email Integration

Incident Management

ITIL Compliant

Knowledge Base/FAQ

LDAP/Active Directory Synchronization

Mobile Integration

Multi-Site Support

Remote Control Access

Reporting & Scheduling

Rules/Workflows

Self Service Portal

Service Level Agreements

Here, you can see that many features are stated common while a few are different. SO, let us discuss first the similarities between two CRM systems – Salesforce vs ServiceNow.

Salesforce-v-service-now

 

Both platforms are suitable for any sized businesses either small, medium or large. Salesforce could have a slight edge for small businesses but they are pretty much suitable for medium or large-sized enterprises too. From the above discussion, you have already learned on features of both platforms. They both offer online support and delivering tutorials or knowledge in video format or PDFs.

Salesforce vs. ServiceNow – Pricing Structure

One of the major factors to consider when adopting a CRM system is the Cost. The subscription of ServiceNow CRM system starts from $100 onwards per month while subscription costs for Salesforce system start from $75 onwards. Both have multiple subscription models and availing a free trial too for developers.

Here is given the price structure for three Salesforce Lightning models –

  1. Lightning Professional – This edition offers the basic support and services for all sized business and the subscription cost is $75 per month.
  2. Lightning Enterprise – This edition offers the enterprise level support and services and the subscription cost is $150 per month.
  3. Lightning Performance – This edition offers the scaling and aligning CRM for sales and support services. The subscription cost here is $300 per month.

However, the pricing structure for ServiceNow is little different and it starts from $100 per month onwards. There are attractive discounts are also available based on association and model for which you are taking the subscription.

Salesforce vs. ServiceNow: Pros and Cons

What are the Pros?

  • Salesforce is suitable for businesses having many departments and touching multiple points across departments. This is a common platform that can be used by different teams to share the intelligent and precise information about customers in the real-time. At the same time, ServiceNow is suitable for ticketing/prioritization queue from an incident management standpoint. This CRM system is easy to set up for sensible notification workflows and easy to integrate as well.
  • Salesforce is easy to use in term of data inputting and data accessing. This CRM system makes easy to create dashboards, reports, set customizations based on individual customer needs, and the adoption rate for this CRM system is also very high. At the same time, ServiceNow follows the PaaS service model and highly suitable for app building and customization. Most importantly, the platform is leveraged with JavaScript programming language that is taken as popular scripting languages worldwide.

What are the Cons?

  • This is difficult to identify with Salesforce how to find the ownership. The emailing from org-wide address is little tricky when you are trying to make cc to other people.
  • This is difficult to upgrade the ServiceNow CRM system in critical situations. The price structure of this CRM system is less transparent and could be expensive in the end. The CRM system also lacks in native multi-tenancy feature and hamper the deployments in worst cases.

Salesforce vs. ServiceNow: Usability

Salesforce is highly customizable and taken as the basic tool for case management that scales from small to large-sized businesses. It gives you the flexibility to work from home, hotel while traveling etc. In this way, Salesforce is available everywhere today and gives a wonderful support to mobile devices.  Additionally, the CRM has a wider knowledge base that leads to utmost customer satisfaction in the future. When it comes to renewing capabilities, we are truly impressed by the versatility of the platform that can be upgraded in minutes. In terms of reliability and availability too, the CRM is ranked higher.

Let us discuss the usability of ServiceNow ahead. This CRM system is highly comfortable and easy to use. This is a web-based framework that can be accessed from anywhere even when you are sitting in your room and offers excellent service delivery models. When it comes to renewing the ServiceNow CRM system then it cannot be upgraded quickly and needs a lot of efforts and experts’ assistance too. When it comes to the reliability and the availability, we have not heard any issues with ServiceNow CRM system.

Salesforce vs. ServiceNow: Page loads and Support

Salesforce has excellent page loading time where apps are created quickly and they can be loaded too within minutes. When it comes to support, there is no support for free trials. To enjoy prompt support from executives, you have to upgrade yourself to Tier 3 to get an immediate answer.

At the same time, page loads are also not an issue in ServiceNow CRM too. When it comes to support, this is the biggest strength of the Company with constant support and services. Each executive is intelligent, smart, and friendly.

Salesforce vs. ServiceNow: Third-party Integration

Salesforce can be integrated with almost every third-party app including google analytics, Gmail, Yahoo and more. You should know the proper process or steps to complete the integration. Also, this is ranked as the number one CRM systems in terms of customizations, configurations, and integrations. At the same time, ServiceNow is difficult to integrate and needs a lot of efforts and expert assistance all the time.

The next important term to consider here is Return on Investment. ROI in both cases is faster and can be achieved in a short time span when the solution is implemented correctly. With Salesforce, managing customers is little easier and helps in long-term association while ServiceNow does not provide enough information about customers. The overall rating for Salesforce is 9 out of 10 while ServiceNow is given 8 based on discussion and detailed research over the web. The choice is completely yours which one suits you the most based on your business requirements. In the last section, check the overall verdict for a better idea of the adoption.

Salesforce vs. ServiceNow: The Overall Verdict

Salesforce is preferred mostly by small-scale businesses and it can be used any platform like web-based, Android or iPhone platforms. At the same time, ServiceNow is not suitable much for iPhone or Android but it is taken good choice for Windows platform.

However, the real choice of CRM systems majorly depends on the needs of your business. Both offer a large set of features and service but they are not exactly the same. This is not like comparing two apples but comparing apple with orange. They offer customer-oriented services and suitable for different types of businesses worldwide.

Hence, there is no overall winner of the two. Matching your business needs and requirements will give you the winner for the situation. We wish you luck for making the right decision here!

Read:   What Are The Validation Rules? How To Create Salesforce Validation Rules?
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