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Cherwell Service Management vs Hornbill Systems Supportworks comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Jun 3, 2026

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

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
641
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Cherwell Service Management
Average Rating
7.2
Reviews Sentiment
7.1
Number of Reviews
6
Ranking in other categories
Help Desk Software (29th), IT Service Management (ITSM) (24th)
Hornbill Systems Supportworks
Average Rating
7.0
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
Help Desk Software (34th), IT Service Management (ITSM) (31st)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
Thobile Moeketsi - PeerSpot reviewer
Senior Manager at Sasria SOC Ltd.
Having everything in one location has significantly improved our efficiency and reporting
We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.
it_user1262703 - PeerSpot reviewer
Service Desk Team Leader at a healthcare company with 5,001-10,000 employees
Excels in call logging and call flows but is limited in terms of scalability
I'd advise others to map their processes out before starting with the solution. Hornbill has recently generated a new version of its product and it meets some of the requirements that we would have been looking for. It's a bit more scalable, a bit more responsive to a customer-focused model for support, and they've improved a lot of things like process flow and self-service. In terms of rating the solution, it's difficult to grade. It really depends on the size of the organization that's trying to use it as that tool. One of the reasons why we're looking to shift is because we've grown quite a bit over the years that we've had it, which makes it difficult for it to meet our demands. However, for an organization the size of what we were when we started our journey with it, I'd rate it ten out of ten. Where we are now, with our company size and needs, I'd rate it six out of ten.

Quotes from Members

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

Pros

"The majority of Indian companies are showing a lot of interest in recruiting students who are trained in this Automation Anywhere RPA tool."
"For the tasks that I do repeatedly, I can record processes using Automation Anywhere. I record mouse and keyboard actions and create a workflow for those activities. This minimizes my workload. The recording option is very useful."
"Efficiency is something that has increased a lot. Productivity has increased a lot too."
"Automation Anywhere offers a complete suite of development tools to empower developers for various enterprise automation needs."
"I found the new feature of integrating Python and HTML the most valuable."
"Business process automation has improved the efficiency and accuracy of processes and reduced manual efforts which can be utilized in value addition for the firm."
"We have automated a few processes, which take four to five hours to do manually, and when we automated these processes that time became less than one hour with RPA."
"We get a significant ROI even though the licensing cost is higher than average. The gains we realize from the initial development make up for it. In the last three years, I estimate we have saved around 2,200 hours of labor. To date, we've saved almost $6 million."
"We use the solution every day and quite extensively."
"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The dashboard and the reporting functionality are the solution's most valuable features."
"The most valuable features are problem management and change management."
"All our activities are carried out in the one place."
"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."
"The dashboard is very useful to get a quick overview of current tasks."
"It is quite user friendly to use and has a lot of very useful features that makes the analyst/technician's life easier."
"We've definitely seen an ROI; we've had the system in place for eight years, and it's provided a solid platform for us to deliver our services during that period."
"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
 

Cons

"It is not as easy to implement as advertised. It is difficult across the board. It is difficult for technical and non-technical users."
"The UI could be made better because the UI in Version 11 was better and easier as compared to a2019."
"As a developer, the biggest con is the lag; it's pretty inconvenient to face that delay in things happening."
"They could improve the environmental stabilizing issues. There are a lot of environmental issues when rolling over from one environment to another, higher environment. This is the one thing they definitely need to look into."
"We need a native way in Automation Anywhere's framework to tie all that information together, including AI dashboard, governance dashboards, and document automation results."
"Since Automation Anywhere's Japan office was only recently opened, it seems the support has not been as good as support for other package applications."
"One key feature for improvement I have been providing feedback on through the MVP program is enhancing natural language conversation to action. The Automation Anywhere product team is actively putting this feature into their roadmap, which I believe is crucial."
"Automation Anywhere is troublesome for some people because of the way it is organized."
"Agile delivery should be supported."
"The stability, specifically in the on-premises deployment model, could be improved."
"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."
"The support from the actual manufacturer is poor."
"Access is only available if we're on VPN."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"We need to be on VPN in order to set up and access the solution, and that has created some challenges."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
"Customer Service: I'd rate it as a 5/10 or 6/10."
 

Pricing and Cost Advice

"When you compare the cost of Automation Anywhere with UiPath and Blue Prism, those others are much less. Licensing-wise, UiPath wins the deal."
"The Automation Anywhere license is affordable and not complex."
"I would rate the price of Automation Anywhere a six out of ten, with ten being the most expensive."
"We are currently negotiating a contract. Depending upon that, we will definitely look at increasing usage."
"It saves me around $100,000 a year."
"From my experience, I can say that the initial setup cost is easily recovered over a period of time once the bots start running in production."
"In most of the cases, the product value is very good. If the infrastructure, implementation, and framework are good, then generally, the client can get a good return on investment."
"Automation Anywhere's pricing is significantly higher than other RPA solutions."
"For an ITIL user, the cost is probably about 50 bucks a month."
"Our organization pays about $40,000 annually. There are ongoing consultancy costs and if we want to change anything, we're charged a day rate. Other than that, there are no other extra costs involved in working with the solution."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Construction Company
12%
Computer Software Company
10%
Manufacturing Company
10%
Healthcare Company
9%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
No data available
No data available
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
Supportworks
 

Interactive Demo

Demo not available
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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Ausenco, Highlights for Children, B/E Aerospace
Aylesbury Vale District Council
Find out what your peers are saying about Cherwell Service Management vs. Hornbill Systems Supportworks and other solutions. Updated: June 2026.
902,417 professionals have used our research since 2012.