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SAP Service Cloud vs ServiceNow Customer Service Management comparison

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Buyer's Guide
Customer Experience Management
May 2024
Executive Summary

We performed a comparison between SAP Service Cloud and ServiceNow Customer Service Management based on real PeerSpot user reviews.

Find out what your peers are saying about Qualtrics, Freshworks, ServiceNow and others in Customer Experience Management.
To learn more, read our detailed Customer Experience Management Report (Updated: May 2024).
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771,170 professionals have used our research since 2012.
Featured Review
Use SAP Service Cloud?
Anonymous User
A scalable cloud solution for government workflow
The solution improves the workflow and business process automatically. The previous method was not as automated and efficient.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pricing and Cost Advice
Information Not Available
  • "ServiceNow Customer Service Management is expensive. It's one of the most costly CSM options in the marketplace."
  • "I rate the product's pricing a five on a scale of one to ten, where one is cheap, and ten is expensive. The solution is neither cheap nor expensive."
  • "I rate the tool's pricing a six out of ten."

    • More ServiceNow Customer Service Management Pricing and Cost Advice →

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    Questions from the Community
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    What do you like most about ServiceNow Customer Service Management?
    Top Answer:We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the… more »
    Read all 5 answers   →
    What is your experience regarding pricing and costs for ServiceNow Custom...
    Top Answer:I rate the tool's pricing a six out of ten.
    Read all 4 answers   →
    What needs improvement with ServiceNow Customer Service Management?
    Top Answer:The product's AI feature should be improved.
    Read all 5 answers   →
    Ranking
    Unranked
    In Customer Experience Management
    3rd
    out of 66 in Customer Experience Management
    Views
    378
    Comparisons
    57
    Reviews
    6
    Average Words per Review
    321
    Rating
    8.3
    Comparisons
    Also Known As
    ServiceNow CSM
    Learn More
    SAP
    Video Not Available
    ServiceNow
    Overview

    SAP Service Cloud, SAP's cloud-based customer service management solution, aims to revolutionize customer service by facilitating strong connections throughout the customer journey. It prioritizes faster issue resolution and enhanced customer experiences. Key functionalities include intelligent case management, omnichannel support, and tools for agent productivity, ensuring an agile and connected service experience. Businesses leveraging SAP Service Cloud can anticipate benefits such as increased customer satisfaction, improved service efficiency, and valuable insights derived from data analysis. Additionally, the webpage offers options to explore product demos for practical understanding, as well as insights into the latest features and product roadmap for staying updated on the platform's capabilities.

    Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.

    Sample Customers
    INICOM, Dulux
    Siemens Healthineers, SAP SuccessFactors, Asurion
    Top Industries
    VISITORS READING REVIEWS
    Educational Organization49%
    Computer Software Company10%
    Manufacturing Company7%
    Financial Services Firm7%
    VISITORS READING REVIEWS
    Educational Organization35%
    Computer Software Company11%
    Government7%
    Healthcare Company5%
    Company Size
    VISITORS READING REVIEWS
    Small Business10%
    Midsize Enterprise59%
    Large Enterprise32%
    REVIEWERS
    Small Business43%
    Midsize Enterprise14%
    Large Enterprise43%
    VISITORS READING REVIEWS
    Small Business12%
    Midsize Enterprise41%
    Large Enterprise47%
    Buyer's Guide
    Customer Experience Management
    May 2024
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    Find out what your peers are saying about Qualtrics, Freshworks, ServiceNow and others in Customer Experience Management. Updated: May 2024.
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    771,170 professionals have used our research since 2012.

    SAP Service Cloud doesn't meet the minimum requirements to be ranked in Customer Experience Management while ServiceNow Customer Service Management is ranked 3rd in Customer Experience Management with 6 reviews. SAP Service Cloud is rated 0.0, while ServiceNow Customer Service Management is rated 8.4. On the other hand, the top reviewer of ServiceNow Customer Service Management writes "A stable tool to help manage infrastructures, deployments, and different products from different vendors". SAP Service Cloud is most compared with Salesforce Service Cloud, whereas ServiceNow Customer Service Management is most compared with Microsoft Dynamics CRM and Genesys Cloud CX.

    See our list of best Customer Experience Management vendors.

    We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.