Salesforce vs ServiceNow: Which CRM Is Right For You?

Introduction :

One thing is running up your business and getting more clients for your services and products. Let’s explore a detailed comparison of Salesforce vs ServiceNow to determine which one your should use. However, maintaining this long-lasting relationship is essential in curating new journeys and ensuring they receive the best experience, making them loyal to the brand.

From attending the clients to the phone calls, supporting them and nurturing them in the journey with the help of updated cloud-based tools, the business has expanded the scope of improvement for dealing with clients. Client relationship management is a lot more than the technology. It is just like an art achieved by using CRM software available in the market. The Salesforce can never be missed if taking count of CRMs. 

Here in the article, we will learn about Salesforce vs ServiceNow:

What is Salesforce?

Salesforce is one of the cloud-based CRM platforms being launched as a Software-as-a-Service tool. It evolved later as the multi-tenant architecture, providing many benefits like platform support, free capacity, configuration, API integration, customization, app development, etc.

The core purpose of bringing Salesforce into the market is to help the business with a one-stop solution to manage all operations, such as customer service, B2C and B2B handling, marketing, etc. Salesforce came up with customized services or products for every business that can help them in proper operation management and ensure that all tasks should be handled hassle-free by providing real-time reports.

Features of Salesforce

Here is the list of Salesforce features:

Opportunity Management:

• The feature is said to offer an activity tracking system to all your clients. It will speed up the decision-making procedure and help the users be up-to-date by monitoring the competitor’s activities.

Lead Management:

• This exclusive feature helps the users know about their marketing and sales activities and how it impacts their sales pipeline.

Approvals and workflows:

• Salesforce allows its users to automate and design all business processes that can help them with drag-and-drop features.

Dashboard and Reports:

• To know about any business, a proper tool for generating reports and having a dashboard that can provide a real-time view of the organization’s upcoming and ongoing activities is very important.

What is ServiceNow?

Fred Luddy invented ServiceNow in 2003. and is a cloud-based platform that allows businesses to improve their efficiency by streamlining and automating their routine tasks. The platform connects various digital works, making the job better and accessible to people in different business sectors.

ServiceNow is used more explicitly for automating many different routine tasks in the organization. It is one of the tools that allows the user to nurture and manage relationships with their clients and connect with them to solve their queries anytime.

Feature of ServiceNow

Here is the list of features related to the ServiceNow:

• ServiceNow offers a well-managed approval procedure.
• It is easy to track any organization’s assets.
• It also provides quality client support at low maintenance fees.
• Users can keep track of real-time analysis.
• An activity dashboard can be used for activity tracking.
• ServiceNow settings are customizable as per the client’s requirements.

Salesforce vs ServiceNow 

Both ServiceNow and Salesforce function differently, but there are a few similarities, too, and they are listed below:

• Both of them offer a CRM platform and Salesforce.
• ServiceNow and Salesforce are feasible to work as per the business requirements.
• Both offer a complete perspective of their client’s journey in an organization.

Difference between Salesforce vs ServiceNow

Here are some of the critical differences between Salesforce vs ServiceNow:

How it works:

• Salesforce helps businesses streamline multi-faceted procedures and build a top-rated system for delivering the best client experience to every customer. On the other hand, ServiceNow enhances customer support operations and streamlines IT service management processes by connecting previously isolated systems, enabling application development teams to adopt a more inclusive and systematic approach.

Performance

• No one likes to experience downtime while working as it can cause failure in the service. The uptime percentage should be close to 100 to ensure the project is completed per the timeline without causing disruption. The Salesforce has close to 99.9% of uptime, and ServiceNow guarantees about 99.8% of the uptime.

Integration:

• Salesforces have many built-in and pre-existing features that blend perfectly with the organisation’s requirements and needs. ServiceNow also allows integration but with limited platforms only as compared to Salesforce. It makes the organizations just a few integration opportunities and rely on third-party tools. These types of procedures do have their limitations and could be more cost-friendly.

Customer Support

• The client has the supreme power. The organizations always strive hard to provide top-notch customer services. Being approachable to the clients is essential to deliver the best buying experience.

• Salesforce provides three tiers of client support, and anyone reaching out can access standard assistance on the Trailblazer community and Salesforce Trailhead. Conversely, ServiceNow is known for connecting client services with other departments so that they can handle the problems on priority. The benefits are affordable, and the users can reach out via live chat on the website.

Usability:

• Being a SaaS, Salesforce provides a CRM platform with the best customization opportunities and products for any multi-dimensional business. They offer unlimited integration and CRM capabilities to help in quick configuration. 

• On the other hand, ServiceNow is a web-based framework that can help developers execute their tasks and resolve issues. It takes a lot of time to upgrade every ServiceNow tool.

Price Module:

• The essential package of Salesforce can cost you about $25 monthly, while the enterprise and professional plans come at $150 and $75, respectively. Also, the unlimited-user version can be bought for $300.

• Talking about ServiceNow, you can get the services by contacting their customer care, and they will help you with their customized plans.

Quick Note : CRM vs. ITSM

Before going further let’s know about ITSM or IT service management and CRM or customer service management:

CRM: The Software is created to help marketing, sales, and other teams communicate with the clients, streamlining workflows and moving leads via client lifecycle. It is used internally but also affects external users like teams in collecting lead information and interacting with teams via Software.

ITSM: The Software allows the teams to handle various back-end IT procedures for the clients and organizations. The Software is also known to be an internal platform for managing external client requirements and is similar to CRM in some ways.

Salesforce is a pure CRM with Service Capabilities.

Salesforce services have CRM at their core. It means that Salesforce can handle a few components of ITSM, designed more for services and sales agents and a bit less for the IT teams. 

ServiceNow is a pure ITSM with some customer relationship capabilities.

ServiceNow serves completely different principles than Salesforce, as it is a complete ITSM. Instead of managing workflow and converting leads into dollar signs, ServiceNow users are more concerned about its tools, like optimizing and creating apps and privacy controls and addressing IT-related issues, application testing, etc.

Salesforce is more versatile than ServiceNow.

If you still need to decide between these two options, my overall impression is that Salesforce is better suited for ITSM tasks compared to how well ServiceNow handles CRM functions. Suppose you are signing up with the Service Cloud at the professional tier or above. In that case, you can add the Einstein and Platform GPT subscriptions and use Salesforce to manage client-facing conversations that ITSM is designed to work. Also, ServiceNow can only handle a few CRM-style tasks that Salesforce can do efficiently.

Salesforce vs ServiceNow: Which is best for you?

The Salesforce vs ServiceNow work well in different use cases. But if you are still not able to decide which one to choose, here are some of the points:

• The Salesforce is an ideal choice for managing workflows for multiple teams related to interfacing with clients and nurturing leads.

• Streamlining workflows for managing IT infrastructure and back-end IT operations can help relate to clients and internal teams, so ServiceNow is a great choice.

Conclusion

You will see that customer often want to choose a CRM platform and implement it in their business. Salesforce vs ServiceNow both are leading CRM platforms that are easy to use. Many customers prefer to use Salesforce because it understands the business requirements and offers top-class experience.

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