In today’s day and age, managing a business is a hectic task. You don’t only need to constantly improve as per customer demands, but also expand your business altogether.

And, it’s definitely not at all that simple!

This is the reason why there are many tools and software available for you to use in today’s tech savvy times. These tools and software are designed to help you perform multiple business-related tasks seamlessly. One such tool is – CRM which stands for Customer Relationship Management.

What Is A CRM?

It is a software designed to manage your company’s relationship and interaction with your customers and potential clients. Pretty convenient, isn’t it?

Moreover, CRM software has been booming ever since it first came into existence as they not only reduce physical labor and overall cost, but it is efficient in maintaining and tracking connections with clients.

We know what you’re thinking; “There are hundreds and thousands of CRM systems available in the market, so how can I choose?”

Well, the most logical answer is – You should choose a CRM software that suits your business needs. 

Yes, you read that right! The CRM you choose for your business mainly depends on the requirements of your business. There are obviously other factors to take into consideration, such as features and the functionality provided by the CRM software, but fulfilling the needs of your business should be the priority when choosing the right CRM.

A recent study shows that between now and 2028, the number of businesses utilizing a CRM system will increase by 12%

Now, keeping the market structure and popularity in mind, let’s talk about two of the most leading CRM software.

Now there are many CRM software in the market, and it can be confusing to choose one out of so many options.

Let us help you with that. Among all of the CRM software, Salesforce and ServiceNow have become the topic of a major debate – Which one of the two is better and why?

 On one hand, Salesforce has experience while ServiceNow has advancement.

While experience matters, it does not make something better than the rest. So, what makes something better? It is the continuous advancement that makes anything better.

The truth is, when ideas are outdated, they start to hold us back. Similarly, using outdated technology can immensely impact your business by holding it back. And in today’s competitive world, you cannot let outdated technology hold you back from success.

Hold on a minute! Before discussing the comparison, let’s give you a brief about Salesforce and ServiceNow:

Salesforce

Salesforce is a powerful CRM that is revolutionizing businesses and their client interaction. It is a cloud-based CRM with a world-wide clientele. They focus on sales, customer services and marketing automation.

Other than that, they also provide various services like analytics and application development. Regardless of the size of the company, Salesforce offers user-friendly CRM services to everyone.

ServiceNow

ServiceNow is also a cloud-based platform that helps businesses and organizations manage various aspects of a business such as help desk functionality and IT services. They improved upon the idea of CRM to provide much better services to businesses worldwide.

How did they improve it, you ask? They brought forthCustomer Service Management (CSM) in the industry. It is not an alternative to existing CRM software but rather an improvement on it.

In other words, when you opt for ServiceNow’s Customer Service Management, you get benefits of both; Additional benefits and services of CSM along with CRM.

Now you must be thinking; What additional benefits does it include?

Well, for starters, CSM integrates back, front and middle offices together. This makes the customer service process easier for the customers as the business can actively solve their customer’s queries and problems without any issue in communication between the departments.

This also helps different departments to focus on work all the while providing fast resolutions to customer queries.

They took the idea of “Communication – the human connection – is the key to personal and career success” and implemented it.

Problem with Salesforce and how ServiceNow improves on it:

Salesforce is without any doubt a powerful tool but it comes with its own shortcomings.

Let’s talk about these shortcomings and how ServiceNow’s Customer Service Management improved upon these shortcomings greatly.

A bit expensive

The first problem that comes to mind while talking about Salesforce is high pricing. Even though it is common for better things to cost more in life, it is not a law. If the same services and products can be provided at a lower price then there is no reason for people to throw away their hard-earned money.

ServiceNow values your hard work that you put into your business to earn a living. Therefore, their services are comparatively cheaper while maintaining their high quality.

Not easy to customize

A lot of users and businesses have minimum to none experience in coding, this is the reason why software and other tools to help businesses and people are often user friendly and easy to use. But one of the shortcomings of Salesforce is the difficulty clients face while customizing.

For a software that is supposed to mold according to your business, this is a big problem. This CRM software is supposed to help you by meeting your business needs, they are not supposed to be a hassle for you.

How does ServiceNow tackle that? Easy. Yes, the answer to that is – Easy. ServiceNow developed their CSM software to be user-friendly and easy to use so that people and businesses with no coding knowledge can easily customize their system to meet their business needs.

Finding the right Developer

When you hire a plumber for some fixes you want to find a person who can understand the drainage system and plumbing properly. Then only they can work on fixing it.

Same logic applies to searching for a developer that understands your business and its intricacies. It is a challenge in itself to find the right developer for you.

ServiceNow will help you overcome this by providing you with developers who will understand the intricacies of your system and your needs.

Upgrades and Updates

The biggest problem right now that businesses are facing with Salesforce is the “no update problem”.

In life we need to continuously evolve with time. Same is true for software. With time user needs can change in any way, and it is up to the companies to provide their clients and customers with those changes.

ServiceNow caters the needs of their clients and the customers of those clients. They understand the need to evolve with time and to them customer satisfaction is of utmost priority.

Now, let’s talk about ServiceNow and its advancements in the field:

ServiceNow

We have talked a little bit about Customer Service Management before, so let’s understand it completely now.

The big question here is – what does CRM lack?

While CRM solutions provide effective customer relationship management, they tend to leave middle and back-office facilitation out of the picture. This decreases the efficiency in customer interactions.

How does CSM solve this problem? Well, they integrate front, middle and back offices of a business so that their customer can get faster resolution. This, however does not in any way impact the working of a business, only facilitates customer interactions better.

• Customer Service Management is a boon to not only the customers of a business but also its employees. CSM combines service management and operation technology with automated workflow and case management, so the organization can work together.
• This allows multiple departments to work side by side to resolve customer issues and queries without disturbing any work.
• Unlike the traditional CRM, ServiceNow’s CSM provides task-based routing and service levels along with integration hub, service catalog and service automation.
• They also provide a service aware install base to help your business flourish.

So that many benefits must come with hefty price tags, right? Absolutely not! Yes, that’s true.

ServiceNow’s CSM is cost-effective and has flexible prices. It can cost you anywhere around $200 per user per year to $400 per user per year, depending on your business requirements.

So, not only are you getting CRM solutions at a good rate, you are also getting the added benefits of CSM in the same price range. Since, the services provided by ServiceNow’s Customer Service Management are second to none, this is an investment for both short term and long term.

Key Advantages of ServiceNow’s CSM

• In a survey it was found that 86% of consumers of traditional CRM were ready to pay more for better, more efficient services.

CSM’s customer centric approach to this issue has managed to help many organizations. This resulted in better income for the business due to the superior customer services.

After all, “Quality is remembered long after the price is forgotten”

• CSM not only improves customer experiences for businesses but also improves experiences of their employees. The inter-departmental coordination helps employees navigate customers better and work more efficiently. At the same time customer experience is improved as they get personalized and fast solutions.
• When your employees don’t have to tackle tasks that can be managed by a module or a machine, they can be innovative. We believe in, “innovation is change that unlocks new value”.
• Agility is one of the best features of CSM. It helps you prepare for the future as it continuously adapts with changes in your line of business.

Choose the best option for your business!

After taking all that information, let’s breathe a little. Now then, before making any big decision regarding anything in life one should always think heavily on it (But don’t overthink it though!).

We understand that you have worked really hard for creating your business and still work hard to run it and maintain it properly. This is the reason why we don’t want you to make a decision without any information. An informed decision about CRM solutions can help your business greatly.

Any suggestions from us? We suggest you do thorough research first to see what CRM solution fits your requirement the best. Then you can take trials from those CRM software’s to check if they work for your business as you thought they would.

This will give you a better insight into what works for your business the best. This trial-and-error process might not give you an instant solution, but it will give you the right solution.

Only after careful considerations, choose the perfect solution for your business. Traditional CRM or Advanced CSM, whichever one you choose, they are both powerful tools and they both will help you in prospering your business. So, make educated and informed decisions for your business.

Choose what works for your business and customers the best and watch your business flourish.

FAQs on the difference between Salesforce and ServiceNow

1. What is CRM software?

Customer Relationship Management software are revolutionary tools for businesses and organizations to improve their customer relationships and services. They help businesses improve their interactions and their relationship with their customers. They provide improved management of customers and user services to businesses.

2.How is CSM different from CRM?

CSM – Customer Service Management is an improvement made by ServiceNow on the current CRM software. The only difference is CSM gives you beneficial services in addition to all CRM software services.

3. Is ServiceNow better than Salesforce?

Even though Salesforce revolutionized businesses through CRM, ServiceNow seems to be a more preferred choice in 2024 and beyond. This is because they improved upon the idea of CRM and advanced their services and software to fit the needs of businesses better.

4.What are the key features of ServiceNow?

The key features of ServiceNow are:

• Delivering better business outcomes than any traditional CRM solutions
• Improving experiences of both customers and employees.
• Prepare for the future by adapting to the changes of your industry.

5.How does integration of departments with ServiceNow help a business?

Integrating all the departments of a business, not only facilitates your customers better in resolving their issues with more efficiency, it also helps your employees work more with ease by eliminating the lack of communication between the departments.

The post Salesforce V/s ServiceNow – Why do Corporate prefer Salesforce? appeared first on Salesforce.com Partner.

Back in 2008, only 12% of businesses adopted CRM services, and now 91% of businesses have cloud-based CRM services because of their exceptional features. There are several CRM services available in the market. But there has always been a debate about two of them, ServiceNow and Salesforce. Let us find out which one is better for your business!

What is Salesforce?

Salesforce Service Cloud is a market-leading CRM solution that gives businesses the ability to resolve issues quickly and accurately. It has developed into a distributed design that offers several advantages, including platform compatibility, customization, unlimited capacity, API interaction, and app development. 

Because the platform is very scalable, you are able to customize your processes according to your customer service and operational procedures.

Additionally, Salesforce Service Cloud gives your staff a comprehensive and 360-degree picture of every customer. This unified picture offers them access to all the data, suggestions, and activities they’re looking for to address concerns promptly.

Salesforce supports the four main interfaces: web-based, Windows, Android and IOS (iPhone). Regardless of its size, it also offers multi-platform compatibility, a characteristic that encouraged major businesses like Google to use Salesforce products as a means to improve the customer experience.

Salesforce tools like Sales Cloud, Service Cloud, Marketing Cloud, etc., will boost your growth rate and enhance all aspects of your customer interactions.

Salesforce Service Clouds

Salesforce has multiple tools or services that makes it accessible to every kind of business. 

Sales Cloud

Salesforce sales services help your business’s sales staff manage leads and wrap up deals with precise efficiency. The goal of this kind of service is to speed up sales procedures for businesses. 

It facilitates a more efficient workflow, flawless distribution, and management of pipelines with strong leads. It enables businesses to streamline sales procedures and eliminate manual data entry. 

Service Cloud

Businesses may significantly boost the effectiveness of customer support by transforming it into a self-service gateway for their customers using Service Cloud. One of the main advantages of using Salesforce Service Cloud is the fact it helps businesses provide quicker and more informed services to their customers. 

The Field service lightning is a type of service cloud that unites the entire workforce to deliver onsite support that is quicker, more effective, and smarter.   

Marketing Cloud

Salesforce Marketing Cloud integrates businesses with every customer experience and interaction that happens across numerous platforms. You may interact with clients in real time on a range of platforms, such as social networking sites and email, with the help of Marketing Cloud. It allows you to generate personalized individual messages that could promote sales. 

Salesforce Marketing Cloud can also be integrated with eCommerce services to simplify the process.

Commerce Cloud

The Salesforce commerce cloud solution’s key principles are excellent service and a positive experience for the customer. Businesses can take advantage of a full range of commercial features from it, such as a customizable e-commerce platform and an order management system, providing businesses with real-time inventory access and an entire suite of resources for marketing, merchandise sales, and customer service. 

Experience Cloud

With the help of the Salesforce Experience Cloud platform, businesses may interact with their customers, suppliers, and staff members. It ensures that any data illustrated on the website has already been saved in your particular Salesforce CRM system. 

Experience Cloud uses your CRM data to build a central social media network for all Salesforce users within the business. You may build customized dashboards for your IT support center, HR division, and other internal departments.

Analytics Cloud 

Analytics Cloud is a powerful cloud-based analytical system that streamlines the discovery and analysis of a huge quantity of data. It incorporates AI technology to delve thoroughly into your data and generate valuable insights. It enables you to easily display your data in effective charts and graphs that you can provide to significantly interested parties. Businesses can use Analytics Cloud to save valuable resources and receive insightful analysis of their sales data.

Salesforce Features 

To understand the difference between Salesforce and ServiceNow, you need to know the unique features that Salesforce has to offer to help you make a better choice that which platform is best for your business.

Automation Features

The platform provides a large selection of AI tools and automation services that simplify automated processes for different teams. With Salesforce, you can create innovative workflows, set up prompts for automated action sequences, and use machine learning to gain insights into both internal and external operations. With its Einstein GPT solution, you may additionally automate creating content across multiple platforms.

Contact Management

Salesforce CRM makes it easy to manage contacts by giving users access to essential customer data and conversation records. Additionally, it offers an entire picture of the customer that contains approaches and data for enhancing communication. You can use customers’ social networking data to have an improved grasp of their specific actions when it comes to any service or product.

Trailhead 

This application includes expertise while offering customers exceptional services. Trailhead can gather data from e-mails, calendars, and additional platforms to provide you with a complete picture of your customers. 

Lead Management

The Lead Management system has a detailed activity timeline. It gives users access to the most recent interactions on a timeline with the most effective marketing methods. This CRM tool operates as a quick lead converter that offers useful details regarding the lead’s primary source, too.

Opportunity Management

This feature offers an activity monitoring system for every one of your customers. It accelerates your decision-making process by demonstrating where you should take steps in an existing deal. By keeping you updated on your competitors’ initiatives, opportunity management also helps you stay one step ahead of them.

What is ServiceNow?

Developed by Fred Luddy in 2003, ServiceNow is a PaaS (platform as a service) for cloud-based applications. ServiceNow helps businesses improve their operational effectiveness by streamlining and automating mundane duties. 

ServiceNow is more than simply a tool for automating certain repetitive operations in a business. It is the technology that enables you to have instant interactions with customers to address their issues and handle and maintain relationships with them. There are many distinct ServiceNow CRM features, some of which are applicable to large and medium-sized businesses with various business needs. 

With the implementation of several kinds of different apps and plugins, ServiceNow may help users organize their assignments, groups, and customers. ServiceNow offers a range of IT, customer support, security, programs, and other solutions that enhance the overall experience of users, employees, and customers. 

The platform can be customized by ServiceNow’s staff, stakeholders, and clients to suit their particular functions and workflows. By integrating ServiceNow with the current major HR resources, you can oversee HR services with ease as well. Additionally, especially for large businesses, it makes use of machine learning technology to streamline work procedures, provide KPI reports, or develop progress dashboards.

ServiceNow Features

To get a better view of which side you stand in the ServiceNow vs. Salesforce battle, you must explore the features offered by ServiceNow to make a better decision for your business.

IT Operations

ServiceNow facilitates redefining the role of IT operations from a reactionary response unit to a proactive business partner. It offers insight into end-to-end business processes through understanding how they interact with the fundamental IT infrastructure.

Additionally, it improves efficiency by automating IT operations and keeping services in multiple cloud platforms by giving cloud customers access to enterprise-ready self-service features.

Instance Scan 

The Instance Scan feature shows your platform’s shortcomings and provides suggestions for how to implement the best solutions. It analyzes your present structure and fixes any potential problems. It allows you to browse applications and modify data using predefined measures. The results of the scan are shown in an organized dashboard.

Customer Service

ServiceNow includes an option that can seamlessly help you in managing your customer interactions. It enables you to establish a strong relationship with your customers and promptly respond to their concerns. Customers are, therefore, more satisfied as an outcome, which leads to better sales. 

Security Management

ServiceNow’s security services are powered by a security arrangement, automation, and reaction system that prioritizes issues on the basis of their potential effect. These solutions include security analytics for processes, regulatory setups, responses to security breaches, detecting threats, and other areas. They are built on efficient workflows and well-thought-out processes.  

ServiceNow CRM vs. Salesforce CRM

ServiceNow and Salesforce are completely distinct CRMs. In regards to function and advancement, these two platforms are both unique and alike. ServiceNow or Salesforce are both commendable in their ways, but if you want to give your customers a top-notch experience, you must have a platform that satisfies all of your business requirements. 

ServiceNow vs. Salesforce: Similarities 

There are certain similarities between Salesforce and ServiceNow, such as the following: 

1. Both ServiceNow and Salesforce provide a CRM platform and a sales feature.
2. They both offer a comprehensive view of a consumer’s interaction with the business.
3. Both the services could be easily implemented in a business. 
4. Both platforms provide a high level of adaptability so that users can modify their functions to match their own business needs. 
5. Salesforce and ServiceNow provide reporting and analytics solutions that help businesses in making decisions from their data. 
6. Both platforms provide strong integration features to facilitate easy interlinking with other apps and systems. ServiceNow offers integration possibilities through its IntegrationHub and RESTful APIs, whereas Salesforce offers a sizable ecosystem of pre-built interfaces with its AppExchange marketplace.

ServiceNow vs. Salesforce: Differences

The difference between Salesforce and ServiceNow can be given as follows: 

1. The primary distinction is that Salesforce was created as a customer relationship management (CRM) tool geared at serving the sales and marketing departments. In contrast, ServiceNow was created for the IT operations department of the business.
2. Salesforce works with a number of platforms, including Web, Android, and iPhone. Whereas ServiceNow supports platforms: Windows, online support, and video training.
3. There are numerous embedded features and integrations in Salesforce that currently function and precisely fulfill business demands. In comparison to Salesforce, ServiceNow only provides interfaces with only a few systems.
4. Salesforce primarily provides three customer service tiers: Trailhead, Trailblazer, and Premier. The regular levels of help are offered through the Trailhead and Trailblazer communities, while Premier is a higher level. ServiceNow provides 24/7 call support to all customers through the Contact Support section or the website’s live chat.
5. Salesforce has an accessibility management feature, but ServiceNow does not have this specific expertise.
6. ServiceNow is a little bit of a challenging environment with regard to upgrading and updating. It requires professional consultation and support. Salesforce, on the contrary, is totally devoted to providing on-demand business apps.

What’s Next

When choosing between ServiceNow and Salesforce, it becomes difficult as both are exceptionally good at certain levels. The determining factor becomes the size of your business and your customer base. The customers’ needs are very important before implementing any operations within your business. The primary purpose of both platforms, Salesforce, ServiceNow, is to automate business processes and integrate every department of the business under a single digital tool that enhances and organizes the process. It must ultimately provide services consistently, which promotes business development and enhanced earnings.

FAQs on Service vs. Salesforce

1.What platform is ServiceNow built on?

ServiceNow is created using the TomCat and Java web servers running on the Linux operating system.

2.Why is Salesforce so much in demand?

There is an increasing demand for Salesforce as businesses start to capitalize on the Salesforce system to improve productivity and simplify operations. The demand for Salesforce developers and consultants is going to rise as businesses strive to shift toward a more digitally focused strategy.

3.Does ServiceNow use AWS?

With the help of the AWS Service Management Connector for ServiceNow, end users of the software can seamlessly deploy, manage, and use AWS resources through ServiceNow.

4.Is ServiceNow the same as SAP?

SAP is an integrated system in ServiceNow. This integration minimizes business automation in any organization.

5.Who is the largest client of Salesforce?

Walmart and Amazon are the biggest clients of Salesforce. 

6.Which is easier: Salesforce or ServiceNow?

ServiceNow is easier when it comes to resolving concerns. 

7.What is ServiceNow best known for?

ServiceNow enables accessibility to and usage of company-wide statistics, operations, solutions, resources, employees, places, and data through a single user portal using simply a single data source.

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