Two Distinct Approaches To CRM: Salesforce Service Cloud And ServiceNow

Publish date:

4th May, 2021

TWO DISTINCT APPROACHES TO CRM: SALESFORCE SERVICE CLOUD AND SERVICENOW

Salesforce CRM is the world’s premier Customer Relationship Management tool in the world. It is used by most of the top companies & conglomerates in the world. It is on an upward trajectory in many emerging markets like India where it is quite gung – ho about its prospects. A few years ago the tech world sat up and took notice of another company: ServiceNow. It is a SaaS (Software as a service) services based seller, with its name and revenues showing an upward curve.

Now A little but about ServiceNow, another software company in the USA. It was launched in 2004 began with the creation of software that supports the service side of the industry by following the information technology service management (ITSM) model. In plain language, these were IT help-desk tools for monitoring internal company challenges. Today ServiceNow’s ticket to big business success is a 100% cloud driven tool that boosts processes in the company as per ITIL, ITSM and ITAM etc. A new age business is a mind boggling jumble of processes that traverse through many teams and software systems. Standard BPM tools usually become lethargic as the process travels outside the bounds of one system. It is here that ServiceNow’s forms, workflow, and knowledge-store work their magic and bring value to the enterprise.

While Salesforce.com has diversified its offering to many segments like marketing, customer service and so on, ServiceNow has stepped into its domain of customer-service tools, thus both SaaS companies are crossing paths. Though Salesforce has powerful service ticket management capabilities, it is mainly an engagement tool, with restricted ability to deep dive into a problem. Alternatively, ServiceNow Has X-ray vision into bottlenecks and challenges. This, in league with workflow and orchestration capabilities, allows for proactive messaging to clients who could be affected before they engage with a service provider. Led by ITIL principles, ServiceNow provides end to end issue resolutions in the process ensuring primary product enhancements in addition to process streamlining. All these aptitudes collated give ServiceNow a lead-in issue resolution and root cause analysis in comparison with workflow driven client delight management that Salesforce provides.

We hope that the above information on these two software giants will give you a beginner’s view on the distinctions between the two. Both these companies and their tools are a must have for all enterprises. We hope you enjoyed this blog.

About the Author

Mohit Sharma

Mohit is Practice Lead, 4x Certified Salesforce Consultant, Salesforce trainer, blogger, writer, and full-time husband. With over 8 years of experience implementing Salesforce, and an obsession for innovation, ready to tackle any new project that comes his way.