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Cherwell Service Management vs Vtiger CRM comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Mar 15, 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
661
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 (2nd), 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) (26th)
Vtiger CRM
Average Rating
7.6
Reviews Sentiment
6.4
Number of Reviews
3
Ranking in other categories
CRM (27th), Help Desk Software (44th), Sales Force Automation (11th)
 

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.
Valdi Venter - PeerSpot reviewer
Owner | Director of Operations at Expert Technology Solutions
A modular, easy-to-use solution that needs to improve support and include automation
There are one or two annoying things. For example, if you make a drop-down list of something, it doesn't automatically alphabetize the drop-down list. You have to manually go and drag items up and down and alphabetize them yourself. That's annoying. If you have five items in the drop-down list or if you have a hundred, it's just pathetic. It makes no sense that you have to do that because I've never seen it not work before in any other system that I've ever worked with. If you make a list of things, most solutions automatically put it in an alphabetized order. Or it'll put it in date order, but there is some order. It doesn't just go randomly in the order you create them. For example, I might load about 20 neighborhoods into a drop-down list, starting at "a" and ending at "z." But I might miss one of the "b's" and two of the "c's," so I add them, but they are added after the "z." Then I have to go to the bottom of the list, click on the one that starts with "b," and drag it all the way up to the "b's." That's just a pain in the butt.

Quotes from Members

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

Pros

"The tech support for Automation Anywhere has been really good, so far. We haven't had to call them very much, but when we have, we have received a good response."
"The most valuable feature of the platform right now for us is just getting the most out of the tool. When I first joined the company, we were on version 11, which is the on-premise version of Automation Anywhere. Getting over to the new cloud platform A360 has enabled us to get the most out of general RPA or robotic process automation."
"What I appreciate the most about Automation Anywhere is how easy it is to use."
"The scalability of this solution is good compared to others."
"SAP GUI Integration commands are highly useful while working with SAP applications and facilitate easy use of the software. This feature has been recently incorporated within the software and we have been using it to interface with SAP systems in development as well as production."
"IQ Bot has been one of the top-notch solutions that I have seen in the OCR field, which covers a lot of the areas where we can transition unstructured data into structured data."
"With Automation Anywhere, it will automate everything; it's smooth, effective, and very quick, making it easy to maintain websites and everything in the backend team while filtering out errors so everything is automated."
"Stability is great."
"The dashboard is very useful to get a quick overview of current tasks."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"All our activities are carried out in the one place."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"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."
"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."
"We use the solution every day and quite extensively."
"The dashboard and the reporting functionality are the solution's most valuable features."
"The most valuable feature of Vtiger CRM is automation."
"Very flexible and customizable; we appreciate being able to host it locally with direct access to the backend."
"The fact that we can build our own modules on the solution is really quite attractive, and it's not overly complex."
 

Cons

"A2019 is less stable than the previous versions."
"The setup is complex because there is a lot of customization."
"The Automation Anywhere University courses have helped us, but it could improve some things, like how the courses are designed."
"Also, the Master certification should be provided free of cost for partners."
"Automation Anywhere has some limitations."
"The assign value function is not there in the A2019 Community edition, which makes it hard for a developer to manipulate the data."
"I have noticed that after the bots have been delivered to run in a production environment, there are issues in terms of quality and performance."
"There are areas of improvement needed, such as complex decision-making skills. When updates are made, the IQ Bot's actions can be affected, leading to decision-making failures."
"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."
"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."
"The solution could be more user-friendly."
"We need to be on VPN in order to set up and access the solution, and that has created some challenges."
"Agile delivery should be supported."
"The support from the actual manufacturer is poor."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Access is only available if we're on VPN."
"The mobile design could improve in Vtiger CRM. It could be more user-friendly."
"If you make a drop-down list of something, it doesn't automatically alphabetize the drop-down list. You have to manually go and drag items up and down and alphabetize them yourself."
"The charts and graphs available out of the box are pretty outdated, and you're a little limited in how you can present information on the dashboard without adding modules."
 

Pricing and Cost Advice

"Price is where I'm least satisfied. Other vendors are more willing to offer discounts."
"One of the things that will be good for the community will be to get the free version to download, which came out just a month ago called Community Edition. So, you can actually download it and try it for yourself."
"We're on a license package with Automation Anywhere (AA), paid yearly. What would be better is for them to have different packages for different types of organization."
"They all are very competitive today. At the end of the day, it boils down to the negotiations that happen and what type of partner you are."
"Automation Anywhere falls within a mid-range price point when compared to other RPA tools on the market."
"I really enjoy the pricing options with Automation Anywhere, as they are able to flex their ability to adapt to the needs of the customer really well."
"We're paying a monthly subscription fee for the bot and for services. There are no additional costs beyond the standard licensing fee."
"We have seen ROI on one of the process, but not on the other processes yet."
"For an ITIL user, the cost is probably about 50 bucks a month."
"The price doesn't change when you add users. It's a flat fee, and that's attractive."
"We are using the free open-source version of Vtiger CRM."
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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
11%
Computer Software Company
9%
Manufacturing Company
9%
Energy/Utilities Company
8%
Retailer
19%
Construction Company
18%
Manufacturing Company
8%
Comms Service Provider
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise83
Large Enterprise553
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
Vtiger Sales CRM, Vtiger All-In-One CRM, Vtiger Help Desk
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Ausenco, Highlights for Children, B/E Aerospace
Contus, eLobe, Breezway, Milky Way Ventures, GB Advisors
Find out what your peers are saying about Cherwell Service Management vs. Vtiger CRM and other solutions. Updated: June 2026.
902,988 professionals have used our research since 2012.