BSI vs Salesforce Service Cloud comparison

BSI and Salesforce are both solutions in the CRM Customer Engagement Centers category. BSI is ranked #12, while Salesforce is ranked #1 with an average rating of 8.2. BSI holds a 3.2% mindshare in CCEC, compared to Salesforce’s 12.5% mindshare. Additionally, 96% of Salesforce users are willing to recommend the solution.

BSI

346 Views
260 Comparison Views

Salesforce Service Cloud

Read 56 Salesforce Service Cloud reviews

2,335 Views
817 Comparison Views

96% willing to recommend

BSI

Salesforce Service Cloud

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Executive Summary

We performed a comparison between BSI and Salesforce Service Cloud based on real PeerSpot user reviews.

Find out what your peers are saying about Salesforce, Microsoft, ServiceNow and others in CRM Customer Engagement Centers.

To learn more, read our detailed CRM Customer Engagement Centers Report (Updated: November 2025).

Buyer's Guide

CRM Customer Engagement Centers

November 2025

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Helped 879,371 peers since 2012

Review summaries and opinions

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

Categories and Ranking

BSI

Ranking in CRM Customer Engagement Centers

12th

Average Rating

0.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Salesforce Service Cloud

Ranking in CRM Customer Engagement Centers

1st

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Help Desk Software (5th), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)

Mindshare comparison

As of December 2025, in the CRM Customer Engagement Centers category, the mindshare of BSI is 3.2%, down from 7.2% compared to the previous year. The mindshare of Salesforce Service Cloud is 12.5%, down from 18.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers Market Share Distribution
Product	Market Share (%)
Salesforce Service Cloud	12.5%
BSI	3.2%
Other	84.3%

CRM Customer Engagement Centers

Featured Reviews

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reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

Leverage top-tier automation capabilities while streamlining complex naming conventions

Salesforce Service Cloud offers pre-built packages that are best in class. The automation capabilities have evolved over time, consolidating previous features into Salesforce flows. However, these work best when everything is within Salesforce Service Cloud and everyone has a license. Without an enterprise MuleSoft license, external interactions complicate automation significantly.

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879,371 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

No data available

Financial Services Firm

15%

Performing Arts

University

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	20
Midsize Enterprise	13
Large Enterprise	24

Questions from the Community

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What is your experience regarding pricing and costs for Salesforce Service Cloud?

I do not have any knowledge of the cost regarding Salesforce Service Cloud.

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What needs improvement with Salesforce Service Cloud?

I face challenges with Salesforce Service Cloud because it requires and is difficult to customize. It could be better in areas such as media; it does not handle media effectively, particularly with...

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What is your primary use case for Salesforce Service Cloud?

I am not a user, partner, reseller, or implementer as we implemented it ourselves. We do SLA management through Salesforce Service Cloud, which is the role of Service Analytics.

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Comparisons

Salesforce Sales Cloud vs BSI

Compared 41% of the time

Microsoft Dynamics CRM vs BSI

Compared 22% of the time

More BSI Competitors

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 23% of the time

ServiceNow vs Salesforce Service Cloud

Compared 12% of the time

NICE CXone vs Salesforce Service Cloud

Compared 9% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 5% of the time

Salesforce Sales Cloud vs Salesforce Service Cloud

Compared 3% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

CRM Customer Engagement Centers

November 2025

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Buyer's Guide

Salesforce Service Cloud

December 2025

Download Salesforce Service Cloud product report

Also Known As

No data available

Service Cloud

Overview

BSI CRM, based on open standards, Java and service-oriented architecture, offers CRM software that convinces on all levels, whether in sales, marketing, the contact center or at the checkout counter: process for process, function for function, end device for end device. BSI CRM is differentiated and uncomplicated. CRM software offers powerful functions for any process and any user group, which can be extended module for module. And in such a way that each user has precisely the data and tools at hand that are relevant for the job to be done.

BSI

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce

Sample Customers

ABB Switzerland Ltd., Versicherungskammer Bayern, LV 1871, PostFinance, PricewaterhouseCoopers

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

Buyer's Guide

CRM Customer Engagement Centers

November 2025

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Find out what your peers are saying about Salesforce, Microsoft, ServiceNow and others in CRM Customer Engagement Centers. Updated: November 2025.

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879,371 professionals have used our research since 2012.

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We monitor all CRM Customer Engagement Centers 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.