Salesforce vs ServiceNow- A Detailed Comparison

April 6th, 2024
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A detailed comparison of Salesforce vs ServiceNow to help you understand how these cloud platforms fit in different aspects of a business.

Salesforce vs ServiceNow

Salesforce and ServiceNow are both popular cloud platforms used by businesses everywhere. However, are you aware of what differentiates them from one another and how they suit different aspects of a business' working? Let's explore it all in this Salesforce vs ServiceNow blog.

Before we begin, here is a quick example to help you better understand their underlying disparity. Think of both as bikes, but one is a road bike perfect for city roads, while the other is a dirt bike better fit for rocky terrain. In spite of both of them falling under the same tag, their best selves shine in different scenarios.

What is Salesforce?

Before we get to Salesforce vs ServiceNow, let's find out ‘what is Salesforce'.

Salesforce is a globally used customer relationship management (CRM) app. It manages all the key aspects of the relationship between an organization and its customers. This includes customer deals, support requests, contact details, purchase details, etc.

It basically makes the everyday customer-oriented activities easier, leading to better customer relationships and more satisfaction. Many enterprises are using it because of its multi-platform support. The Salesforce services market size is expected to grow at a CAGR of 15.6% between 2024 and 2034, reaching $73.29 billion USD by the end of this tenure.

Explore our Salesforce training program to learn Salesforce from basic to advanced level.

What is ServiceNow?

So, what is ServiceNow? ServiceNow, on the other hand, is an IT service management (ITSM) tool. It offers an expansive suite of legacy systems and fragmented tools, which are used to automate the process of service management.

This one tool provides a great experience to customers, users, and employees through its plenty of services. Some of the services it offers are software development, customer service, HR, and IT. One record system is created to automate all enterprise IT operations within an organization.

The ServiceNow store apps market size is expected to grow at a CAGR of 32.96% between 2024 and 2032, reaching $65.78 billion USD by the end of this tenure. 

Go through ServiceNow Training program and learn with industry experts, having 15+ years of experience.

Salesforce vs ServiceNow - A Detailed Comparison

Salesforce vs ServiceNow

It's time to get started towards an answer to Salesforce vs ServiceNow. This detailed comparison will help you tap into their diverse purposes respectively.

BASISSALESFORCESERVICENOW
Performance Salesforce performs exceptionally well as a CRM solution. With an uptime of 99.9% and page load time of 2.5 seconds, it is fast and efficient.ServiceNow performs exceptionally well as an ITSM and automation solution. With an uptime of 99.99% and page load time of 1.5 seconds, it has minimal downtimes. 
Usability Salesforce is mainly for CRM users. It is scalable, easy-to-use, customizable, and has an intuitive user interface.ServiceNow is mainly for IT professionals and those who are familiar with ITSM software. It's key purpose is to deliver tools for automation processes and technical operations.
Customer SupportSalesforce provides ‘service cloud' software to resolve customer inquiries. Live chat, phone support, social media, and email support are available 24/7.Large-scale organizations benefit more.ServiceNow's customer service management provides 24/7 customer support via email, FAQ, live chat, and phone. SMEs benefit more with ServiceNow's internal support.
PricingStarting at only $25 per month, the cost can go up to $1000/month. It all depends on which version and how upgraded services you seek.ITSM service cost in ServiceNow around $70/user. There are different pricing plans that can be obtained by contacting their representative.
ImplementationIt is used for many businesses but mainly for CRM. It's a little on the expensive side since it's implemented both in cloud and on-premises. It is primarily used for ITSM, but can also be used for additional tasks like HR and project management. It is only available in the cloud.
IntegrationSalesforce is full of pre-existing integrations and in-built features. Salesforce Connector and Salesforce AppExchange make integration easier.Integration in ServiceNow is a complex process because third-party tools are used.
SecuritySalesforce encrypts complete data, offers real-time alerts to track changes and activities & provides two-factor authentication. Data is stored in 3 structures in Salesforce security modules. These are objects, records & fields.ServiceNow has a multi-tenant architecture. It provides security by role-oriented access control and regular scans to detect vulnerabilities.
Future ScopeSalesforce will continue to be a leading name in the field of CRM. Its market size is expected to reach $73.29 billion USD by 2034.ServiceNow is becoming more employable with ML, AI & customizable workflows. Its market size is expected to reach $65.78 USD by 2032.

You May Also Read- ServiceNow Tutorial- Learn ServiceNow From Scratch

When To Use Salesforce vs ServiceNow

Both Salesforce and ServiceNow are great options with their own set of uniqueness and strengths. In spite of that, their usability is not interchangeable. Let's find out more about when to use which one.

USE CASESSALESFORCESERVICENOW
Customer Relationship Management âœ…❌
IT Operations❌✅
Sales & Marketing✅❌
Field Service Management✅✅
Workflow Automation✅✅
Customer Services✅✅
Enterprise-level Management✅✅
Custom Application Development✅❌

Conclusion

After reading this blog on Salesforce vs ServiceNow, you must have realized that there is simply no comparison between these two. Salesforce should be your go-to for managing workflows across various teams. On the contrary, ServiceNow should be picked for streamlining workflows in relation to IT infrastructure management and back-end IT operations.

Frequently Asked Questions

Question. Will ServiceNow overtake Salesforce?

There is no question of ServiceNow overtaking Salesforce as businesses pick either depending upon their requirements. The former is used for IT service management, while the latter is a great CRM platform.

Integrating Salesforce and ServiceNow provides sales and support teams complete visibility into the other's priorities and work. This increases coordination and increases the ROI for the company.

Question. Is there a future in ServiceNow?

The demand for the ServiceNow tool among companies is growing and so is for associated experts. The market size is expected to reach a staggering number in the coming years and that means a great future.

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