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BigPanda vs Salesforce Service Cloud comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jan 2, 2025

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
6.7
BigPanda enhances operational efficiency by centralizing functions, reducing resources needed, and outperforming Netcool with advanced features.
Sentiment score
7.5
Salesforce Service Cloud offers high ROI with improved service efficiency, though success varies by company size and careful planning is needed.
BigPanda saves time with its advanced features and manages large environments while requiring fewer resources compared to our previous tool, Netcool.
BigPanda offers significant time-saving, cost-saving, and resource-saving benefits.
Salesforce Service Cloud requires significant maintenance effort to see ROI.
 

Customer Service

Sentiment score
6.7
BigPanda's customer support is mostly praised for responsiveness and problem-solving, though some mention occasional delays and contact issues.
Sentiment score
7.2
Salesforce Service Cloud offers responsive support, though some recommend premium options due to occasional delays and level one frustrations.
Their collaboration was good, and I would rate them nine out of ten.
For technical support, we have only had to address password resets and alert mismatching.
They are generally fast with their responses, although there might be some delays when escalating to the next level.
Unless you have premium support, assistance is restricted.
 

Scalability Issues

Sentiment score
7.0
BigPanda efficiently processes alerts, adapts to platforms, supports collaboration, and is scalable despite minor peak-time challenges.
Sentiment score
8.2
Salesforce Service Cloud excels in scalability, integration, and customization, appealing to businesses of various sizes despite governor limits.
It handles large volumes of alerts without limitations.
We manage a large environment with over 50,000 servers and various monitoring tools like Dynatrace, New Relic, Splunk, Nagios, and Datadog.
I rate the scalability of BigPanda at eight.
Nobody can compete with Salesforce Service Cloud's scalability.
 

Stability Issues

Sentiment score
7.3
BigPanda is stable and reliable, with occasional drops, but teams confidently manage alerts and performance impacts under heavy traffic.
Sentiment score
8.2
Salesforce Service Cloud is highly stable and reliable, with swift issue resolution and minimal integration challenges, supporting customizations effectively.
I would rate the availability of BigPanda at nine because it's almost 99.99% available.
BigPanda is now stable.
However, when handling critical traffic, the BigPanda site can slow down, which we manage with a load balancer.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
 

Room For Improvement

Users seek better analytics, usability, integration, and enhanced features to improve BigPanda's performance, cost-effectiveness, and AI capabilities.
Salesforce Service Cloud users seek enhancements in email integration, UI speed, AI features, pricing, and system integration.
A 'deep dive' analysis feature would be appreciated to give detailed insights such as CPU usage and disk space analysis.
It would be beneficial if BigPanda leveraged AI to solve critical issues related to editing and sending alerts based on enrichment mapping files.
The planned maintenance feature in BigPanda needs enhancements due to its limited scheduling options.
Salesforce Service Cloud should focus on simplification.
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper.
 

Setup Cost

BigPanda offers cost-effective, flexible pricing options with potential discounts, appealing to high-growth companies seeking competitive event management tools.
Salesforce Service Cloud offers flexible pricing that can be expensive; negotiation can help optimize costs for enterprises.
The pricing for BigPanda is reasonable compared to other event management tools, given its advantages.
Salesforce Service Cloud is expensive.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
 

Valuable Features

BigPanda enhances incident management with AI, integrations, and dashboards for efficient response, anomaly detection, and platform consolidation.
Salesforce Service Cloud excels in integration, automation, and customization, enhancing efficiency and user experience with robust features.
Its automation has significantly improved incident response times, reducing the process to within one minute.
BigPanda improves service reliability with instant resolution, increased uptime, and reduced mean time to resolution, thus enhancing service quality.
The platform's AI analyzes alert sources and root causes, enhancing real-time incident management and enabling automated resolution.
Salesforce Service Cloud improved our organization with its mobile capabilities.
Salesforce Service Cloud offers pre-built packages that are best in class.
 

Categories and Ranking

BigPanda
Ranking in IT Alerting and Incident Management
12th
Average Rating
7.4
Reviews Sentiment
6.8
Number of Reviews
16
Ranking in other categories
IT Infrastructure Monitoring (51st), AIOps (18th)
Salesforce Service Cloud
Ranking in IT Alerting and Incident Management
6th
Average Rating
8.4
Reviews Sentiment
7.2
Number of Reviews
53
Ranking in other categories
CRM Customer Engagement Centers (2nd), Help Desk Software (5th), Knowledge Management Software (2nd)
 

Mindshare comparison

As of May 2025, in the IT Alerting and Incident Management category, the mindshare of BigPanda is 5.3%, up from 4.7% compared to the previous year. The mindshare of Salesforce Service Cloud is 0.5%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Alerting and Incident Management
 

Featured Reviews

Ankit-Mathur - PeerSpot reviewer
Offers comprehensive alert monitoring and a user-friendly interface but requires manual validation to provide accurate alerts
For new users, I would advise using BigPanda for its comprehensive alert monitoring and integration with ServiceNow. Its mapping capabilities and user-friendly interface make it valuable for incident analysis and prioritization. As users become more familiar with the tool, its full potential will become apparent, enhancing efficiency and effectiveness over time. It is easy for someone to learn to use BigPanda for the first time. We start with basic examples that everyone can understand, then provide verbal introductions followed by hands-on training over two weeks. We encourage making mistakes and asking questions to ensure understanding. It depends on the trainer's approach, but with proper guidance, anyone can learn effectively. Overall, I would rate BigPanda as a five out of ten. For it to be a perfect ten, it would need to consistently provide accurate alerts without requiring manual validation. This means it should effectively suppress similar incidents, eliminating the need for constant monitoring. Once it reaches this level of reliability, BigPanda would be exceptional.
ChanchalSaxena - PeerSpot reviewer
High scalability with good plugins and excellent customer visibility
The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.
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Top Industries

By visitors reading reviews
Financial Services Firm
23%
Computer Software Company
19%
Manufacturing Company
10%
Insurance Company
7%
Financial Services Firm
19%
Computer Software Company
13%
Educational Organization
11%
Manufacturing Company
10%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

Any advice about APM solutions?
There are many factors and we know little about your requirements (size of org, technology stack, management systems, the scope of implementation). Our goal was to consolidate APM and infra monitor...
What do you like most about BigPanda?
One of the most valuable features of BigPanda is its user-friendly interface.
What is your experience regarding pricing and costs for Salesforce Service Cloud?
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
What needs improvement with Salesforce Service Cloud?
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM ( /products/sap-crm-reviews ), which is much cheaper.
What is your primary use case for Salesforce Service Cloud?
I used Salesforce Service Cloud ( /products/salesforce-service-cloud-reviews ) for our sales agents to track visits, gather feedback from customers, and capture orders.
 

Also Known As

No data available
Service Cloud
 

Overview

 

Sample Customers

Nagios, ServiceNow, ITSM, NOC, CMDB Evolved, RemedyIncident Management Process
Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
Find out what your peers are saying about BigPanda vs. Salesforce Service Cloud and other solutions. Updated: April 2025.
849,963 professionals have used our research since 2012.