We performed a comparison between Oracle Fusion Service and ServiceNow Customer Service Management based on real PeerSpot user reviews.
Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Previously, my clients used a smaller ERP system, not a major one. However, they have now transitioned to Oracle, which provides them with a more extensive range of options. Unlike before, it's now an integrated system that covers various aspects, including finance, supply chain management, and other functionalities."
"The solution is completely cloud-based and very easy to access from anywhere."
"The solution changes the way clients work to make it easier and faster."
"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."
"Oracle Service Cloud could improve the integration for older platforms."
"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."
"It has provided a faster turnaround time. We were able to automate a number of transactional tasks and return that extra time to taking care of customers."
"Oracle's strength lies in swiftly building and deploying enterprise applications globally."
"The tool's most valuable feature is the service portal."
"What I like best about ServiceNow Customer Service Management is that it's a good tool. I like how fast it is and that it's cloud-based. I also like that it's very easy to use. ServiceNow Customer Service Management has minimum options, for example, column options and tab options when compared to other solutions, which makes it easier to use over others."
"The setup phase of the solution was straightforward...Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good."
"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 tool can offer. It can be integrated with any external system. There are also automation possibilities."
"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."
"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."
"The solution’s reporting could be improved."
"The product must provide modules for operations management."
"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."
"We built some custom code to make a few functions easier. Oracle needs to look at what the customers do and integrate them into the product."
"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."
"The UI experience needs refinement to enhance user-friendliness."
"The user experience has to be much better."
"ServiceNow Customer Service Management works fine for me, for now, so there isn't any room for improvement I see in it. In the next release of the tool, I'd like users to be able to download all reports because as a user, I can only download a limited number of reports from ServiceNow Customer Service Management, but my management team can do so. I'm unsure if it's a feature that's included in the tool or not."
"The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers."
"The solution seems to be moving towards low-code/no-code technology. It is a negative aspect of my experience with the product. It also needs to introduce a clearer pricing structure."
"The price could be better. ServiceNow should price products more reasonably."
"The product's AI feature should be improved."
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Oracle Fusion Service is ranked 5th in CRM Customer Engagement Centers with 28 reviews while ServiceNow Customer Service Management is ranked 3rd in CRM Customer Engagement Centers with 6 reviews. Oracle Fusion Service is rated 8.6, while ServiceNow Customer Service Management is rated 8.4. The top reviewer of Oracle Fusion Service writes "A reasonably stable and scalable tool to manage human resources, payroll, and expenses of a business". 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". Oracle Fusion Service is most compared with QuickBase, Siebel CRM, Oracle CX Sales, Salesforce Sales Cloud and Microsoft Dynamics CRM, whereas ServiceNow Customer Service Management is most compared with SAP Service Cloud, Microsoft Dynamics CRM and Genesys Cloud CX. See our Oracle Fusion Service vs. ServiceNow Customer Service Management report.
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