Looking for suitable CRM software and stuck between choosing which is best for your business needs? 

CRM is an essential tool that assists business owners in easily tracking all communications and nurturing relationships with their clients. Wait, there’s more – 

The main task of CRM software is to reduce physical labor and assist businesses in creating, maintaining, and tracking client connections.  

But here’s a truth bomb! In the present world, a single Google search can give you hundreds and thousands of CRM software suggestions to choose from. Initially, it may feel helpful to have so many options but later, it can be really confusing. 

And we know it’s a tough nut to crack due to the continuous evolution in the business world and customer expectations. 

Keeping this in mind, today we want to talk about a common problem every business face; 

What Is The Best CRM Software for Your Business In 2024? 

We are here to ease up your burden and introduce you to the two highly popular CRM platforms that top every business’s search list and are leveraged by top organizations worldwide: Salesforce and Pega. Heard of’em, right? 

Trust us, we have seen many discussing (Ahh! scratching their head) whether Salesforce is better than Pega or vice versa? They have been the board leaders on CRM for quite a while now. 

As we know, finding out the best CRM software for your business is a bit of a mystery, isn’t it? 

Having so many theories and suggestions going around, it is easy to feel confused and overwhelmed about what is your best option. 

So, let’s break this down together and find out which CRM software between Salesforce and Pega you should choose for your business.

So, when it comes to choosing the best CRM software, the secret ingredient to make the right choice is… 

…understanding your business requirements! 

Without a doubt, the functionalities and features of CRM matter a lot, but it all comes down to what really ticks all the boxes of your business requirements. 

Now, before we discuss their features, let us give you a brief overview of what actually Salesforce and Pega CRM are:

•  Salesforce

Salesforce is a cloud-based CRM and, without a doubt, a game-changer among CRM systems, with over 150,000 clients around the world. Whether a Fortune 500 company or a startup, it offers amazing features such as a user-friendly interface and broad customization capabilities for businesses of all sizes.

Salesforce works as per its important mission, which is ‘Bringing clients and firms together’. Besides, it provides customers with a comprehensive suite of features for sales, marketing, and service.

•  Pega

Pega is an advanced platform that offers unique services to businesses through which they can automate their workflow and solve their challenges. You know what’s that one thing that makes Pega standout; the person using Pega can develop web applications without any coding. By using Pega’s AI-powered decisioning, users can increase engagement and work smartly using the power of AI technology.

Pega is named a Leader in the 2020 Magic Quadrant for CRM Customer Engagement Center and named as a Leader in the 2016 Magic Quadrant for Intelligent Business Process Management Suites.

Here’s a few interesting numbers of both Salesforce and Pega CRM customer base:

It shows that after comparing, Salesforce CRM has 150,982 customer(s), while Pega has 5,811 customer(s). Moreover, in the CRM Platforms category, with 150,982 customer(s) Salesforce CRM stands at 2nd place by ranking, while Pega with 5,811 customer(s), is at the 18th place.

Now, coming to the most interesting part – The Difference Between Salesforce & Pega!

• Salesforce and Pega CRM Flow

Salesforce is the most popular CRM as it offers effective solutions and unique features and functionality to streamline business operations to numerous industries. Now if we talk about Pega, it is an advanced and impressive system that makes business operations simple and seamless.

• User Involvement and Interface

One of the basic variables in choosing a CRM is user experience.

Salesforce has advanced over a long time, advertising a smooth and natural interface. Its lightning involvement gives clients with a present day and customizable interface that enhances productivity, and clients can get access to it anyplace, from phones to computers. 

On the other hand, the Pega interface is really simple and easy to utilize. This is because it contains a low-code stage, which allows clients to create applications with zero to none coding knowledge. 

• User Interface & Flexibility

We live in a digital world where numerous non-technical clients want cloud-based stages. Truly, this move has expanded the need for user-friendly CRM.

Salesforce was considered a really complex CRM initially. However, within the last few years, it has constantly updated its client interface, making it more instinctive and open for businesses.

And wait, they don’t stop there! They have developed a portable application that gives clients a modern level of adaptability. This allows the clients to presently manage and oversee their CRM information from anyplace and anytime. This, obviously, gains more adaptability and eventually increases their team’s productivity. 

Have you ever heard of the state “Each client may be a case”? Yes, that’s Pega CRM.

Pega has made its CRM to treat each client like a VIP with its claim personalized case file. With Pega, when a client gets included to the database, information from different outside frameworks streams into their case in close real-time.

But here’s the kicker – Pega CRM is not around overseeing cases; it’s about closing client engagement within the best, most successful way possible. The extreme point of Pega CRM’s client interface is to equip deals agents with the devices they have to optimize client engagement and drive significant results.

• Customization

Salesforce is a customizable CRM platform which allows users to develop their data and skills. It is used worldwide to develop powerful applications to meet people’s business needs. The point-and-click tools and selection options meet a wide range of user needs, from business users (with minimal to no technical skills) to developers.

Here’s the change – Salesforce has also opened up elements of its low-code platform as open source, allowing users more customization and flexibility.

Now let’s talk about the changes in the Pega system. Pega is a CRM platform that provides visual tools for personalization by any user. The visualization engine and low-level code allow for customization but also require deeper knowledge than Salesforce’s point-and-click tools. This may require involving developers or IT teams, which can affect time and costs.

• Integration Ecosystem

Salesforce provides its users with AppExchange, a large and comprehensive store  that offers pre-built integrations with various third-party applications. This way Salesforce successfully connects with a variety of products and services, increasing its overall functionality.

Pega CRM allows its users to connect to multiple systems using integrated capabilities . However, complex integrations in Pega may require more development than the integrations available on the Salesforce AppExchange.

• Artificial Intelligence and Automation

Salesforce has a distinctive feature called Salesforce Einstein Bot. This feature makes the interaction process responsive between clients and its customers. This way businesses can automate the other tasks and focus on important tasks first, improving overall performance. 

Pega is an AI-based system that uses predictive analytics and decision-making algorithms to enhance customer interactions and improve business performance. Pega T-SwitchTM enables companies to use AI-driven transparency thresholds to ensure compliance and effectively manage risk. 

• Cloud Functionality

Salesforce Functionality only works on a “Cloud only” basis.

Pega offers a cloud choice option to its users, This choice allows users to work on projects utilizing PRPC and related systems in Pega. 

• Scalability and Performance

Due to its multi-tenant cloud design, Salesforce inalienably offers high scalability and flexibility. It can automatically scale up or down based on client request. In all cases, it  guarantees ideal execution even amid top usage periods.

Pega CRM’s scalability may be a bit more complicated, especially for in-house organizations. Extending functionality often requires additional infrastructure and process updates; This can be time consuming and also very expensive. Cloud deployment offers further optimization but can also include monitoring of virtual machines and assets. 

• Pricing and Affordability

Salesforce pricing starts at $25 per user per month. However, if you plan to expand your system features, this price will increase in the future. Also, Salesforce is a bit difficult to crack if you intend to test your negotiation skills. Because of their reputation in the CRM market, they do not offer flexible pricing options. 

On the other hand, Pega CRM offers different packages, and the subscription for their customer service application on a single-tenant cloud platform ranges from $97 for basic case management to $295 for the full omnichannel experience. This wide range allows everyone, from small scale business to large organizations, to be able to afford their services. 

But let us give you some bonus advice – You can find many third-party vendors offering Pega CRM subscriptions at a flat rate of $200 per month per user. Seems like a deal, doesn’t it? However, remember, if you’re eyeing an on-premises deployment, keep yourself prepared for higher costs. Enterprise-level flexibility comes with a hefty price tag.

Now the question is; Which CRM should you opt for in 2024?

CRM is a great investment if you’re planning to grow your business in today’s day and age. It not only helps in improving relationships with customers but also helps you achieve your company goals in 2024 and future. In a nutshell, deciding between Salesforce and Pega is ultimately your choice, depending on the needs of your business. 

Let’s give you a quick recap about both the platforms briefly so you make a better choice.

If you want a simple and user-friendly interface, a flexible and scalable platform, and satisfy your customers needs on time, then you can choose Salesforce for your business.

If you require a CRM that can be accessed by non technical person, adjust according to your changing business needs, and offer flexibility, then, Pega will not disappoint you.

But hey, wait! You’ve come so far in the search of a perfect CRM between Salesforce and Pega. So, here’s a secret (Shhhh)!!!

If you can’t choose which one’s best, why not use both! Intrigued? 

For this, you can go for a hybrid approach and integrate Salesforce with Pega to benefit from both platforms to fulfill your business needs effectively. Trust us, it may come to you as a shocker but many businesses are already doing it and achieving their desired results.

Sounds exciting, right? 

In short, with careful consideration, you will find the CRM that empowers you to build stronger customer relationships and flourish your business forward. So, do not rush into a decision without prerequisite knowledge and proper planning.

FAQ’S about Comparison between Salesforce and Pega

 

What is the key difference between Salesforce and Pega CRM? 

The key difference between Salesforce and Pega CRM is their platform design, customization capabilities, and business needs. Salesforce leverages a cloud-based approach. On the other hand, Pega CRM uses a unified platform for handling automation for business purposes.

What industries suit Salesforce or Pega CRM? 

Salesforce is suitable for businesses dealing with sales and marketing. Pega CRM is suitable for businesses such as finance, healthcare and communication as they need to work on complex systems .

What is the difference between the Salesforce and Pega CRM pricing model? 

Salesforce pricing starts at $25 per user per month. On the other hand, Pega offers different packages, and the subscription for their customer service application starts from $97. So, it is better to evaluate the business needs and budget before taking any final decision.

What are the best qualities of Salesforce and Pega CRM in 2024?

The best part of Salesforce lies in its extensive community support and user relations. Pega CRM offers powerful BPM capabilities, artificial intelligence-supported options and process automation.

What things should businesses consider when choosing between Salesforce and Pega CRM in 2024?

Before choosing any of the systems, businesses should consider different factors such as industrial needs, business requirements, customization preferences, and budget to make a better choice.