ServiceNow vs Salesforce: Key Differences Explained

The ServiceNow market is set to grow to $23.6 billion by 2028. It’s growing fast at 22.9% yearly. This quick expansion shows how much companies are using ServiceNow to make their IT better and their work smoother. But, how is ServiceNow different from Salesforce? Salesforce is another top cloud-based tool in business software. Join us to learn about ServiceNow vs Salesforce: Key Differences Explained.

In this article, we will compare ServiceNow and Salesforce. We’ll look at what each one does best. This includes how they handle customer service, manage IT work, help with automation, connect with other tools, and more. We’ll also talk about their costs and which types of companies they are good for.

Key Takeaways

  • ServiceNow focuses on making internal business tasks easier through its IT service management. In contrast, Salesforce aims at improving how companies interact with their customers through its CRM tools.
  • ServiceNow is great for managing IT operations and making huge business processes more automatic. On the other hand, Salesforce shines in areas related to boosting sales, marketing, and customer service.
  • Salesforce has a wide variety of outside apps it can connect with and a strong app store to find more tools. ServiceNow, however, is better at making new custom tools or working closely with specific programs.
  • When it comes to costs and how you can use the software, Salesforce is known for being easier to adjust to what your company needs. ServiceNow’s prices are often based on how many people will be using it plus extra costs for special features.
  • Choosing between ServiceNow and Salesforce depends on what your business focuses on. ServiceNow is best for companies where IT and workflows are key, while Salesforce is more suited for businesses looking to enhance their customer experiences.

What is ServiceNow?

ServiceNow is a cloud-based platform that provides digital workflows for various business processes. It originally started as an IT service management (ITSM) tool but has since expanded to include a range of applications and services for customer service, human resources, security operations, and more. The platform helps organizations automate and streamline their workflows, enhance productivity, and improve service delivery through a single data model.

ServiceNow vs Salesforce: Key Differences Explained

In the world of business tech, two big players stand out: ServiceNow and Salesforce. Both are cloud-based, crucial for companies of all sizes. They cover different aspects of business, which we’ll dive into.

1. Comparison of ServiceNow and Salesforce

Even though both are in the cloud, Salesforce and ServiceNow do different jobs. Salesforce focuses on customer relationship management (CRM). It helps sales, marketing, and customer service teams handle customer info and interactions.

Meanwhile, ServiceNow is all about making business workflows smoother. It’s key for IT services and operations. It automates tasks and processes throughout a company.

2. Overview of ServiceNow and Salesforce

ServiceNow shines in its IT service and operations help. It’s great for companies looking to improve their IT, workflows, and service quality. It helps businesses run more smoothly.

Salesforce is great if you want to boost customer interactions. It offers tools for sales, marketing, and service teams. This can enhance how you and your customers connect.

Knowing the differences between ServiceNow and Salesforce helps companies choose wisely. This choice can boost their business operations and customer service.

Learn about Salesforce vs HubSpot vs Zoho.

Core Functionalities

ServiceNow and Salesforce serve different business needs. ServiceNow focuses on IT service management (ITSM) and IT operations management (ITOM). It helps manage IT workflows, like solving issues and handling service requests. This improves how companies provide IT services and boosts productivity.

Meanwhile, Salesforce shines in customer relationship management (CRM). It lets you handle interactions with customers, from marketing to sales more easily. With tools for managing leads, accounts, and customer services, it helps businesses grow and connect better with clients.

ServiceNow aims to make IT processes better, while Salesforce is all about customer relations and sales. Picking one depends on what an organization values more, improving IT functions or making customers happy.

Difference between Service Now and Salesforce

The main difference between ServiceNow and Salesforce is their focus areas. ServiceNow is mainly for managing IT services. It helps with automating and making IT tasks smoother. On the other hand, Salesforce is all about managing your customer relationships. It helps in dealing with customers, sales, and marketing.

Looking closer at the key differences between servicenow and salesforce, ServiceNow is great for IT tasks. It shines in managing service desks, responding to incidents, solving problems, and controlling changes. Its strong automation helps companies manage their IT work better. Meanwhile, Salesforce focuses on customers. It has powerful tools that help in sales, marketing, and customer service. These tools help in building stronger client relationships.

Comparing servicenow vs salesforce features, ServiceNow is rich in IT tools like managing assets and running your service catalog. Salesforce, in comparison, offers a lot for managing customers like handling leads, tracking opportunities, and automating services. Choosing between the two often depends on what a business needs. It’s either improving the way it works internally or bettering how it deals with customers.

AreaSalesforceServiceNow
FocusSalesforce Service Cloud centers on customer-facing support and service management.ServiceNow primarily targets internal IT and business processes automation.
ArchitectureSalesforce Service Cloud is built on the Salesforce Platform with a shared infrastructure.ServiceNow uses a multi-instance architecture with dedicated instances for each customer.
IntegrationSalesforce Service Cloud integrates natively with other Salesforce products and offers third-party integrations.ServiceNow offers extensive integration capabilities through its comprehensive Web services.
AI ImplementationSalesforce Service Cloud incorporates AI in specific features like agent workspaces and customer interactions.ServiceNow emphasizes AI-powered automation across its platform.

Learn more from Gartner Servey.

Salesforce is popular among sales and marketing teams, while ServiceNow serves a broader user base across various industries, including IT, finance, and healthcare.

Customer Service Management

In the world of customer service, tools like Salesforce and ServiceNow stand out. They offer Salesforce Service Cloud and ServiceNow Customer Service Management. These help businesses run their customer service smoothly and deliver great service.

1. Salesforce Service Cloud

Salesforce Service Cloud is a top-notch platform for customer service. It lets businesses talk to customers across many channels. It has great features like helping with cases, knowledge, and chatbots that use AI. With these tools, businesses can offer personalized and quick service. This boosts customer happiness and keeps them coming back.

2. ServiceNow Customer Service Management

On the flip side, ServiceNow Customer Service Management is also strong. It helps with handling customer service tasks. Features include managing incidents, problems, changes, and letting customers help themselves. With these tools, companies can make their customer service run better. They can be faster and offer a smooth experience to customers.

IT Operations Management

ServiceNow is a top-notch cloud platform known for its IT Operations Management (ITOM) skills. It helps firms make their critical IT tasks smoother and faster through automation. We’ll look at some of the vital ServiceNow ITOM features, capabilities, and tools that stand out.

1. Comprehensive IT Visibility and Monitoring

ServiceNow has a module that puts all IT info in one place. It shows what’s happening with servers, networks, and apps in real time. This helps IT teams find and fix problems fast. They use smart tools and reports to keep things running smoothly.

2. Automated Incident and Problem Management

ServiceNow’s suite handles IT incidents and problems quickly. This reduces downtime and makes service better. It spots and fixes issues automatically, letting IT teams focus on the biggest problems. This cuts down how much disruptions hurt the business.

3. Integrated Change and Release Management

Smoothly handling IT changes and updates is key for a steady service. ServiceNow’s module for this is top-notch. It helps organizations make and test changes with ease. This means changes are less risky and won’t cause unexpected trouble.

ServiceNow’s IT Operations Management features, capabilities, and tools change how organizations do IT. By using this platform, they can boost their efficiency and get better results. Its full-coverage visibility, process automation, and system integration are big wins for IT teams today.

Automation and Workflow Capabilities

Both Salesforce and ServiceNow are great for making work easier and more efficient. They offer salesforce automation features and salesforce ai capabilities. These help businesses do tasks faster and better. People can then spend more time on important goals.

1. Salesforce’s Automation and AI Features

Salesforce has special tools that can automate many tasks. These include handling leads, managing cases, and approving work. With salesforce ai capabilities, businesses can get smart insights from their data. This is thanks to the Einstein AI.

For instance, Salesforce can help sales teams find the best leads to focus on. Its email analysis tool also gives feedback on email success. With these features, companies can work smarter and keep customers happy.

2. ServiceNow’s Automation and Workflow Automation

ServiceNow is known for making work in IT and customer service simpler. It offers many tools to automate workflows. These tools are great for handling IT service needs, customer service, and more.

For IT, ServiceNow can quickly respond and fix problems. It makes getting approvals for different tasks easier too. With ServiceNow, operations run smoother, with less mistakes, and faster.

Integration and Customization

Salesforce and ServiceNow are great at connecting different systems and making solutions custom for each business. We’ll look at how these platforms compare in this area.

1. Salesforce AppExchange and Customization

Salesforce is known for its AppExchange. It has lots of ready-to-go apps and tools for customization. This helps users connect Salesforce with their other tools and make it work the way they need it to. Visual tools and simple coding features make it easy to tweak Salesforce without being a coding expert.

2. ServiceNow Integration and Customization

ServiceNow is strong in bringing things together and making them fit your needs. It links with many big apps and helps with IT, customer service, and more. It gives you the tools to make your own special solutions, designed just for you.

Both Salesforce and ServiceNow are powerful in making tools that fit your business. The best choice depends on what your business needs. You might pick Salesforce for focusing on customers or ServiceNow for managing IT.

Pricing and Licensing

Understanding salesforce pricing and servicenow pricing, along with salesforce licensing and servicenow licensing, is essential. Salesforce and ServiceNow have different ways of pricing and licensing their software. This helps them meet the various needs of their customers.

Salesforce has several pricing plans, like the solid Essentials and the top-tier Enterprise and Unlimited. You get to pick plans like Sales Cloud, Service Cloud, or Marketing Cloud, each offering unique features. ServiceNow allows more customization. You choose only the modules and features you need, like ITSM or CSM, and pay for those.

Salesforce pricing and servicenow pricing are set up to be flexible, suiting both small and large businesses. You can go with a fixed subscription price for steady costs. Or if you’re big, you might negotiate a more tailored deal to fit your needs.

For salesforce licensing and servicenow licensing, the companies differ. Salesforce focuses on how many users you have. ServiceNow mixes user and module licenses. This lets customers adjust their plan to what they need.

So, the salesforce pricing, salesforce licensing, servicenow pricing, and servicenow licensing are all about meeting customer needs in different ways. This shows how Salesforce and ServiceNow each have their own unique approach to software sales and use.

Salesforce vs ServiceNow: Which One to Choose?

Choosing between ServiceNow and Salesforce depends on what your business needs. They both have a lot of tools, but each is strong in different ways. Knowing how each can fit your goals helps make a smart choice.

When to Choose ServiceNow

If you need to manage IT operations well, ServiceNow is great. It helps with incident and change management, making things run smoother. It’s also good for keeping track of IT assets and service processes all in one place.

When to Choose Salesforce

Salesforce is top-notch for boosting sales and managing customer relations. It’s perfect for sales, marketing, and serving customers well. It offers tools for managing leads, tracking opportunities, and customer service, enhancing these areas greatly.

Deciding between ServiceNow and Salesforce means looking at what your business really needs. Think about how complex your IT is and how much you focus on customers. Then, see which platform’s tools match best with what you need. This will help your business thrive in the long run.

Conclusion

ServiceNow and Salesforce stand out as top cloud platforms. They both do a lot for businesses, yet each has its own specialty. ServiceNow does great in IT service management (ITSM). Salesforce stands out in managing customer relationships, known as CRM. The one you pick depends on what your business needs and values most.

Is making your IT work smoother and improving service important to you? Then, ServiceNow might be the right choice. It’s known for its full suite of ITSM tools, which help automate processes. If you aim to boost how you connect with customers, look into Salesforce’s CRM. It includes the Service Cloud, known for enhancing customer experience.

So, when you’re picking between servicenow vs salesforce, what matters most is what your business is all about. Consider your needs, your industry, and the problems you want to solve. By carefully comparing servicenow vs salesforce, you’ll see which fits your organization’s goals best.

FAQ

What is ServiceNow?

ServiceNow helps with many tasks in an organization. It focuses on managing IT services, IT operations, and automating business processes.

What are the core functionalities of ServiceNow?

The main things ServiceNow does include managing IT services and operations. It also helps automate tasks throughout a business.

What is the difference between ServiceNow and Salesforce?

ServiceNow and Salesforce have different main uses. ServiceNow is best for managing IT services and automating tasks. Salesforce focuses on managing relationships with customers.

How do ServiceNow and Salesforce handle customer service management?

Both systems can manage customer service, but in different ways. Salesforce is strong in relationship management. ServiceNow is better for managing IT services and automating workflows.

What are ServiceNow’s IT Operations Management (ITOM) capabilities?

ServiceNow is great at managing IT operations. It helps organizations automate and improve their IT processes. Its features include handling incidents, problems, changes, and service requests.

How do ServiceNow and Salesforce compare in terms of automation and workflow capabilities?

They both excel in using automation and AI to make workflows smoother. Salesforce focuses on sales, marketing, and improving customer service workflows. ServiceNow gears its automation towards managing IT services and overall business workflow automation.

How do ServiceNow and Salesforce differ in terms of integration and customization?

Both platforms let you deeply integrate and customize to your needs. Salesforce is known for its AppExchange and strong customizing options. ServiceNow also offers many ways to integrate and customize for different business needs.

How do the pricing and licensing models of ServiceNow and Salesforce compare?

Salesforce and ServiceNow have diverse pricing and licensing to fit different business demands. Businesses choose based on what fits their specific needs and goals.

When would I choose to use ServiceNow over Salesforce, and vice versa?

Choosing between ServiceNow and Salesforce depends on what your business mainly needs. Use ServiceNow if you need strong IT and general automation. Choose Salesforce if your focus is on managing customer relationships.

Author Details

Gobinath A

Co-Founder & Chief Marketing Officer

Merfantz Technologies Pvt. LtdFieldAx

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Gobinath A
Gobinath A

Co-Founder & Chief Marketing Officer
Merfantz Technologies Pvt. Ltd | FieldAx

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