Salesforce vs ServiceNow Comparing the Merits of CRM Software Platforms When it comes to the best CRM software contenders, we compared Salesforce vs. ServiceNow to see which comes out on top. Is.
In the analysis below, we’ve compared ServiceNow to Salesforce based on a common set of metrics to determine the overall winner. We also examined the use cases where each platform is most suitable.
Salesforce (opens in new tab) is a broad-spectrum Software as a Service (SaaS) product offering, with a focus on the CRM space for customer service, sales, and marketing. It’s one of the leading CRM providers, thanks to its wide product range and high level of customization, and you can find out more in our Salesforce Service Cloud review.
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ServiceNow (opens in new tab) is cloud-based workflow management software focused on customer service, HR, and IT. It made our list of best asset management software thanks to its powerful analytics and impressive range of features.
In the comparison below, we’ll also look at each platform’s product offerings, compare each program’s AI-powered features, and evaluate their ability to streamline internal and customer-facing workflows. . Finally, we will compare product performance, including computing resource utilization, uptime, and implementation.
Salesforce vs ServiceNow: Features
Customer service workflow management
Salesforce offers a comprehensive customer service CRM product called Service Cloud. For a deeper dive, read our guide outlining what Salesforce Service Cloud is. ServiceNow, meanwhile, offers a product suite called Customer Workflows, which has the same shared feature set as Service Cloud.
Both platforms provide an AI-powered workflow system, which assigns cases to agents based on priority and expertise. Both also offer a comprehensive field service management solution, VoIP integration, multi-channel customer service, and automation of repetitive processes. Features for feature, customer workflows, and service cloud are almost identical.
It’s worth noting that ServiceNow’s customer workflows have one feature, Financial Services Operations, that ServiceCloud doesn’t have. Financial Service Operations is a customer service solution for banks. Benefits include customer document management and payment processing.
Salesforce can accomplish the same thing with its dedicated Financial Services Cloud product, but that service must be purchased separately from Cloud.
Solutions for sales and marketing teams
Salesforce clearly won in this category, with two CRM products available to serve sales and marketing teams, respectively—Sales Cloud (opens in new tab) and Marketing Cloud (opens in new tab). ServiceNow does not offer a sales or marketing platform, and cannot compete with Salesforce in this space.
Sales Cloud provides pipeline management, a lead database, and AI-powered lead qualifying. Marketing Cloud enables you to automate marketing campaigns and segment and analyze your leads.
Additionally, both Sales Cloud and Marketing Cloud provide analytics data. Additional business analytics can be done with Tableau, an analytics platform provided by Salesforce. You can use this software to analyze and gain insights from your entire Salesforce database, including your customers from Service Cloud. If you choose Salesforce, you can learn how to configure Salesforce with Tableau
Internal workflow management — IT and HR
ServiceNow has two suites of products dedicated to IT and employee workflow management, IT Workflows (opens in new tab) and Employee Workflows (opens in new tab), and is the clear winner in this category. Salesforce lacks a dedicated program for this purpose, although Service Cloud Ticketing can be adapted for internal employee use.
IT workflows go far beyond a simple ticketing system. You can use it to run automated operations that try to predict errors before they happen, help manage IT infrastructure investments, and ensure that your IT projects Be consistent with your business goals.
Employee workflows are designed to improve organizational agility and boost employee morale, and ServiceNow claims it can increase retention by 34%. It goes beyond just HR, providing a platform for employees to interact with IT, HR, legal and more.
Salesforce has an AI platform called Einstein AI. It works across all Salesforce products to reduce failures, automate processes and provide predictive analytics.
ServiceNow’s Now Intelligence (opens in new tab) AI platform works like Einstein AI. On the customer side, it helps customers by providing relevant knowledge-based articles for self-service support, and intelligently allocating customer tickets to the right experts.
Now Intelligence does the same for employee-side tickets. It also helps with process automation and tries to automatically predict service and IT problems before they occur with predictive analytics.
Einstein AI has some features that Now Intelligence doesn’t – specifically, its help in qualifying leads to your business’s sales and marketing side, and predicting the success of sales and marketing campaigns. However, this is not for lack of intelligence. ServiceNow doesn’t just work in the sales and marketing space.
Salesforce vs ServiceNow: Performance
Use of computing resources
It is important to note that both Salesforce and ServiceNow are SaaS providers. Their products are delivered directly to you through the cloud, requiring minimal local storage. The stress on your local infrastructure is minimized with either provider, as Salesforce and ServiceNow’s servers do all the heavy lifting.
Therefore, the only client-side technical requirement that matters is bandwidth. Each user accessing the cloud needs to download the information they are accessing and upload any changes they make during their session.
Both platforms are aware of this and have designed the systems to use as little bandwidth as possible so that users can benefit from their services regardless of the quality of their internet connection.
Actual bandwidth usage can be difficult to estimate, but ServiceNow says its largest clients use less than 100Mbps of network bandwidth (opens in new tab) in network usage. Salesforce says its average page uses about 90KB of bandwidth, with the average user browsing 120 pages per day.
This works out to about 10MB per user per day, or 0.000925926Mbps per user per day. To reach the 100Mbps mark with ServiceNow, you would need an average of 100,000 users. In practice, you will have less because some users at the administrator level will use quite a lot of bandwidth.
100Mbps is too low for an organization with tens of thousands of users. Hence, both programs are well designed with negligible network usage.
While cloud providers are generally good at maintaining uptime, the consequences of downtime for ServiceNow or the sales force can range from unpleasant to catastrophic, depending on the length of downtime and the specific system you have. Depends on the organization.
Imagine your customer service database going down during business hours, or experiencing an IT crisis while simultaneously being unable to process IT tickets because the system handling those tickets is down. These types of issues can arise with Salesforce or ServiceNow, and it’s an unfortunate business risk that can’t be completely avoided.
According to the Salesforce Master Subscription Agreement, they will “use commercially reasonable efforts to make the Online Services available 24 hours a day, 7 days a week”. Salesforce also boasts an uptime of 99.9%. While that sounds impressive, it means an average of about 8 hours and 46 minutes of downtime a year.
ServiceNow promises 99.8% uptime, which means an average of 17 hours and 30 minutes of downtime. Any downtime in excess of this amount may be billed to ServiceNow and refunded on your next invoice. Given that Salesforce subscribes to a more stringent uptime guarantee, it’s a winner in this category.
Depending on the technical knowledge of your team, the number of products you have, and the amount of customization you need, implementing Salesforce can take weeks or months. The average Salesforce implementation time is between three and four weeks.
Salesforce vs ServiceNow: Support
Salesforce has three levels of customer support. Standard levels of support include Salesforce Trailhead (opens in new tab) and the Trailblazer community. Customers can also submit technical support tickets to Salesforce, which takes up to two days.
Customers who need a higher level of support can upgrade to the Premier tier to unlock 24/7 live phone support. This costs an additional 30% of the total cost of your Salesforce subscription. The Enterprise Support tier is one level above Premier and unlocks proactive support and access to a dedicated account representative. Pricing for the Enterprise tier is available upon request.
ServiceNow provides 24/7 phone support to all customers, with numbers available by country on its Contact Support (opens in new tab) page. You can also contact the ServiceNow team directly via online chat on its website, or access the self-service knowledge base, Now Support. You can also use Now Support to speak to a subject matter expert, but the expected turnaround time is six hours.
Since ServiceNow’s support provides essentially the same thing that Salesforce’s Premier Support provides for free, we consider it a great option for budget-conscious customers. Larger-sized organizations, however, may prefer the proactive support and dedicated account representatives offered in Salesforce’s enterprise tier, despite the added cost.
Salesforce vs. Service Now: Pricing and Plans
Salesforce offers more than 14 products, each with four pricing tiers. Pricing is disclosed on the Salesforce website for each product, with the lowest pricing tier starting at $25 per user per month.
ServiceNow products have a narrower scope than Salesforce’s offerings. For example, to unlock the equivalent of Salesforce Service Cloud in ServiceNow, you need Customer Service Management (opens in new tab), Field Service Management (opens in new tab), and Telecommunication Service Management will need in be subscribed. , all customer workflows are located under the product umbrella.
Prices for ServiceNow products are not publicly disclosed, instead, the website invites you to submit a form to receive a personalized quote. According to ScienceSoft (opens in new tab), an official ServiceNow partner, the complexity of the ServiceNow product precludes a fixed price for all customers.
Instead, ServiceNow uses a complex matrix of company size, industry and region, and products, packages, and licenses to determine your final subscription amount.
According to ScienceSoft, a 200-person healthcare consulting company in the Middle East should expect an IT service management software package to cost about $30,000 per year. A 15,000-person advertising company in the U.S. should expect $55,000 a year for the same package.
Considering that both Salesforce and ServiceNow have similar levels of complexity, we appreciate Salesforce’s transparency when it comes to pricing. For this reason, we consider Salesforce to be the winner in this category.
Salesforce’s annual pricing plans
Salesforce Service Cloud
|Salesforce Sales Cloud||Salesforce Success Customer Support|
|Essentials||$300 per user||$300 per user||Free|
|Professional||$900 per user||$900 per user||30% of license price|
|Enterprise||$1,800 per user||$1,800 per user||Available on request|
|Unlimited||$3,600 per user||$3,600 per user||–|
Salesforce vs ServiceNow: Verdict
So which is better, Salesforce or ServiceNow? Having reviewed both systems head-to-head on a number of metrics, we found it to be a close call. But we have to award the win to Salesforce by a close margin.
Both products have a very similar feature set. But while Salesforce can do many things that ServiceNow cannot do, there is nothing you can do with ServiceNow that you can’t accomplish in some fashion with a Salesforce product.
Salesforce also has a slight edge in performance, with 99.9% uptime rather than 99.8%, which translates to almost nine extra hours of uptime a year. More importantly, Salesforce has a much shorter minimum implementation time of three to four weeks, compared to ServiceNow’s four months.
We also gave the edge to Salesforce when it comes to pricing, simply because ServiceNow does not disclose its pricing publicly. It is almost impossible to gauge what its typical price range is. This is not meant to imply that Salesforce is cheaper—we simply cannot determine that information due to ServiceNow’s pricing policy.
The only area where ServiceNow outshines Salesforce is customer service, as it offers 24/7 phone support for free, while Salesforce charges an extra 30% on top of your subscription.
Overall, based on our analysis, Salesforce is the winner when compared to ServiceNow.