With the rise in the use of cloud software in recent years, CRM has become a vital business enabler across marketing, sales, support, and accounting departments. However, in order to get the most out of your CRM procedures, you’ll need to pick the correct tool and examine a variety of criteria, including deployment simplicity, integrations, and user experience. In the CRM industry, Salesforce and ServiceNow are both well-known, and for good reason. However, each user’s requirements are unique. As a result, you must select an option that will serve you well for a long time while also generating profits for your company. Let’s have a look at the detailed comparison between the two CRM platforms (Salesforce vs ServiceNow).
What Does Salesforce Do?
Salesforce is a cloud-based customer relationship management (CRM) platform that connects customers and businesses through apps for sales, support, marketing, and more. Because of its customizability and broad network of add-ons for sales, marketing, customer care, platform as a service, and more, businesses are flocking to it.
Salesforce CRM gives your sales staff access to real-time customer data in one location, as well as insights through dashboards and reports. The Salesforce CRM’s most basic feature is contact and account management, which includes the ability to store contact and conversation records in one single location. Project management, revenue and lead targets, and reporting capabilities make the solution enterprise-ready.
What Does ServiceNow Do?
ServiceNow is a cloud-based firm that offers technical management software as a service (SaaS). IT services management, business management, and operations management are some of its specialties. With the help of a various range of applications and plugins, ServiceNow can assist users in managing their projects, teams, and customers. This ServiceNow CRM primarily focuses on client infrastructure management.
ServiceNow solutions employ a service paradigm that can assist users to figure out what’s causing their problems and how to fix them via self-service. Tasks, activities, and processes from ServiceNow products are separated by cloud services under the service model. They’re all controlled as part of a centralized workflow that includes features like real-time communication, collaboration, and resource sharing.
Six Significant Differences Between Salesforce & ServiceNow
In the Salesforce vs ServiceNow comparison, the following are the six main distinctions. Take a look!
Salesforce vs ServiceNow: Performance
With today’s unparalleled reliance on data and technology, any CRM outage is a true nightmare for businesses, since it may result in a complete service collapse. While cloud providers are typically effective at maintaining uptime, ServiceNow or Salesforce outage can have effects ranging from unpleasant to disastrous, depending on the length of the downtime and your organization’s reliance on that specific technology. Consider having your customer service database fall down during business hours, or experiencing an IT problem while being unable to process IT tickets. These kinds of difficulties may occur with either Salesforce or ServiceNow. Plus, these are undesirable business risks that are not avoidable.
Salesforce CRM boasts a 99.9 percent uptime. While this appears to be excellent, it implies an annual downtime of around 8 hours and 46 minutes. ServiceNow CRM, on the other hand, guarantees 99.8 percent availability, implying an average outage of 17 hours and 30 minutes. Thus, Salesforce is the clear winner in this area as it claims to have a more strict uptime guarantee.
Salesforce vs ServiceNow: Customer Support
When comparing Salesforce with ServiceNow, the quality and speed of assistance are critical factors to consider. Salesforce provides three levels of customer service. Salesforce Trailhead and the Trailblazer community provide the standard level of assistance. Customers that want more assistance can upgrade to the Premier tier.
ServiceNow, on the other hand, allows customer service to collaborate with other departments and discover and handle issues more quickly. It saves money and offers round-the-clock phone help to all clients via the Contact Support page. You can also reach out to the ServiceNow staff via their website’s live chat. Although ServiceNow support is the best option for budget-conscious consumers, large businesses prefer the proactive support and dedicated account reps provided by Salesforce’s enterprise level.
Salesforce vs ServiceNow: Innovation
AI and process automation are two of the best-selling topics at the moment. Both Salesforce and ServiceNow professionals are actively working on these technologies. Salesforce Einstein is a powerful artificial intelligence technology employed by Salesforce. ServiceNow, on the other hand, is not behind the times with its own chatbot.
Both platforms are the harbingers of workplace innovation on average. Sales teams benefit more from customer data analysis using Salesforce Einstein’s CRM interface than from Service Now analytics. As a result, Salesforce AI collects far more useful information about consumer behavior, shopping trends, support requests, and other topics than the ServiceNow AI. With Salesforce, there is always great potential for innovation.
Salesforce vs ServiceNow: Cost-Effectiveness
The Essentials edition of Salesforce’s Sales Cloud costs $25 per user per month, $75 for the Salesforce Professional package, and $150 for the Enterprise plan. For $300 per month, you can have an unlimited version. Pricing for ServiceNow products, on the other hand, is not publicly available. Instead, the website invites you to fill out a form to acquire a bespoke price.
ServiceNow calculates your ultimate subscription cost based on a complicated matrix that includes firm size, industry, and much more. In the Salesforce vs ServiceNow comparison, we feel Salesforce’s pricing is more transparent. As a result, we think Salesforce is the clear winner in this area.
Salesforce vs ServiceNow: Usability
Salesforce is a software as a service company that specializes in CRM for customer care, sales, and marketing. Due to its extensive product line and great degree of customization, it is one of the most popular CRM providers. Its wide range of CRM capabilities, excellent range of integration possibilities, and an unmatched degree of customization make Salesforce the premier choice for users. Also, the system’s adaptability allows it to be set up in just a few minutes. Whereas ServiceNow CRM is a web-based framework.
When it comes to upgrading or upgrading ServiceNow tools, it is not a simple or quick process. This undoubtedly requires expert consultation and support. In addition, Salesforce is committed to making on-demand corporate apps available to all people, including those who use assistive devices like voice recognition software and screen readers. ServiceNow CRM, on the other hand, does not have such functionality. As a result, Salesforce CRM is the obvious victor in terms of usability.
Salesforce vs ServiceNow: Integrations
Salesforce includes hundreds of app integrations and built-in features that work together to improve the tool’s core CRM capabilities in an almost seamless way. Some of these integrations are built into the tools themselves. Thus, it does not require the help of developers to fully integrate it into your system. Salesforce’s customization, integration, and settings place Salesforce at the top of the list. ServiceNow, on the other hand, finds it difficult, and the integration process might be time taking. Thus, doubles the efforts of experts.
Also, it is less convenient as it does not provide the necessary customer information. As a result, Salesforce is more convenient because it has easier customer management. This aids in the development of long-term relationships and associations with customers.
After analyzing both systems on a range of metrics, we found it to be a close decision in the Salesforce vs ServiceNow battle. However, Salesforce comes out on top by a narrow margin. Salesforce is a cutting-edge platform with plenty of space for growth. As a result, many businesses choose Salesforce over ServiceNow. Unfortunately, no service provider, including Salesforce, can guarantee 100 percent uptime. As a result, companies must rely on their own efforts and be ready for service interruptions on a regular basis. Aside from having a disaster recovery plan in place, hiring Salesforce support professionals to aid in addressing the issue and advise on a disaster recovery strategy is a smart option. For this, many people rely on Ksolves, the best Salesforce development company.
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