Salesforce vs ServiceNow: Which CRM to Choose

As businesses strive to attract and retain customers, they need to focus on maintaining long-lasting relationships and providing personalized experiences that foster loyalty. With the advancement of technology, companies have turned to modern cloud-based tools to better serve their customers, evolving from traditional phone support to more comprehensive Customer Relationship Management (CRM) software like Salesforce.

In this article, we'll explore Salesforce vs ServiceNow, two platforms that aim to enhance the customer experience. While Salesforce is a Software-as-a-Service (SaaS) tool that offers a range of features for sales, marketing, and services, ServiceNow is a customer-centric IT Service Management (ITSM) tool that strengthens IT infrastructure to improve business processes.

But there's much more to uncover as we delve into a comparison of Salesforce vs ServiceNow, including their respective features, similarities, and differences, before determining which platform is the better choice for businesses.

What is Salesforce?

Salesforce is a cloud-based CRM platform that helps businesses manage their customer relationships, sales processes, and marketing efforts. It provides a comprehensive set of tools and features to help businesses of all sizes manage their customer data, track leads, automate workflows, and collaborate with teams.

For example, a sales team could use Salesforce to track leads, manage customer information, and streamline their sales process, while a marketing team could use it to manage email campaigns and track campaign success.

Features of Salesforce

Salesforce offers a range of features, including:

• Sales Cloud: A platform to manage sales processes, customer information, and analytics.
• Service Cloud: A platform to manage customer support, inquiries, and service cases.
• Marketing Cloud: A platform to manage marketing campaigns, email marketing, and social media.
• Commerce Cloud: A platform to manage e-commerce activities and customer interactions.
• Analytics Cloud: A platform to analyze data and gain insights into customer behavior.

What is ServiceNow?

ServiceNow is a cloud-based platform that specializes in providing solutions for IT service management (ITSM), IT operations management (ITOM), and IT business management (ITBM). It helps businesses manage their IT operations and service management processes, including incident management, change management, problem management, and more.

For example, if an employee's computer crashes, an IT team could use ServiceNow to manage the incident by logging the issue, assigning it to the appropriate team member, and tracking the progress of the resolution.

Features of ServiceNow

ServiceNow offers a range of features, including:

• IT Service Management: A platform to manage IT workflows, incidents, problems, and changes.
• IT Operations Management: A platform to manage infrastructure, applications, and cloud services.
• IT Business Management: A platform to manage budgets, projects, and resources.
• Security Operations: A platform to manage security incidents, vulnerabilities, and risks.
• Customer Service Management: A platform to manage customer service inquiries and cases.

Salesforce vs ServiceNow: Comparison

• Functionality: Salesforce is primarily a CRM platform, while ServiceNow is an ITSM platform with additional capabilities for HR and customer service management. Salesforce's core functionality includes sales management, marketing automation, customer service, and analytics. ServiceNow's core functionality includes incident management, change management, problem management, and IT business management.
• User Interface: Salesforce has a user-friendly interface with an intuitive navigation menu, customizable dashboards, and reports. ServiceNow's interface can be complex and difficult to navigate, requiring extensive training for users to become proficient.
• Pricing: Salesforce offers a variety of pricing options based on the number of users and the features required. ServiceNow's pricing is more complex, and the platform is generally more expensive than Salesforce.
• Integration: Salesforce offers integrations with a wide range of third-party applications, including marketing automation tools, productivity tools, and analytics platforms. ServiceNow also offers integrations with third-party applications but is primarily focused on IT management tools.
• Customization: Salesforce offers a high degree of customization, allowing users to create custom objects, fields, and workflows. ServiceNow also offers some customization capabilities but is generally less flexible than Salesforce.

Salesforce vs ServiceNow: Comparison

• Both platforms provide sales and CRM capabilities: Salesforce and ServiceNow offer sales functionality and are equipped with a CRM platform to help businesses manage their customer interactions and data.
• Both platforms offer a holistic view of the customer journey: Both Salesforce and ServiceNow enable businesses to gain an overall perspective of their customers' journey with the organization, from initial contact to post-sale support.
• Both platforms are feasible for businesses: Both Salesforce and ServiceNow are practical options for businesses to deploy as they offer cloud-based solutions that are scalable and accessible from anywhere with an internet connection.

Which Platform Should You Choose?

When choosing between Salesforce and ServiceNow, it's important to consider your specific business needs. If your primary focus is on managing customer relationships and sales processes, Salesforce may be the better fit. However, if you're primarily focused on IT service management, incident management, or change management, ServiceNow may be the better choice.

If you're still unsure which platform is right for your business, it may be helpful to consult with a Salesforce or ServiceNow expert. They can help you evaluate your needs, identify the features and capabilities you require, and recommend the best platform for your business.

Conclusion

Salesforce and ServiceNow are both powerful cloud-based platforms that can help businesses manage their operations more efficiently. While both platforms offer similar functionalities, they have significant differences that can make one platform a better fit for your organization than the other. By considering the factors discussed above, you can make an informed decision and choose the platform that best meets your business needs.

https://infusai.com/

About Us: Infusai is a lead software development & IT consulting service provider. We design, build, implement and support AI driven intelligent enterprise applications.