We performed a comparison between Everbridge IT Alerting and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out in this report how the two IT Alerting and Incident Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It just runs. I do not think we have had a single outage; nothing. There has not been a single issue with it in the time that we have had it running. It just works."
"By leveraging Everbridge, with a few clicks of a mouse, we are able to go in and request as many teams as we require to respond to an incident and bring them together to collaborate much faster."
"I personally love VCC because I just think there needs to be more data to support it so we can be more proactive and easily assess the impact. So, I appreciate the visual aspect, but it has to have the data to support it. It has proved very useful, particularly because we have a GSOC that's not technically 24/7. We do have an 800 number that people call 24/7. If something happens, they can easily send Everbridge a notification to activate the team off hours. It is useful in that respect too. We use it in conjunction with teams, but off-hours and for additional people outside of the core team, we use Everbridge, which is useful."
"Valuable features include having the Calendar built in. That allows for on-call rotation to be set once and left alone. Also, Slack Integration enables us to have all the information from an incident and discussions documented through Slack, without input."
"Valuable features include incident management and ease of integrations."
"With SaaS, we can implement in other regions without having to physically go to there."
"It's a lot easier to create and manage schedules, especially in comparison to the on-call scheduling creation in ServiceNow. That has always been something of a bear to operate. We've found it's a lot simpler in Everbridge."
"Powerful conference bridging that rigorously reaches out to stakeholders, which saves time working an issue. The mobile app provides ease of use for our resolvers and mobile push has proven quick and reliable. It also gives us flexibility around creating sometimes complex shifts within an on-call calendar."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The product's initial setup phase was straightforward."
"It is a stable product."
"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."
"We use Salesforce Service Cloud for lead management and opportunity management."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"The complexity of the solution is very less."
"I've worked closely with Everbridge teams in my previous positions too, and the one thing I would like to see is the distance. You have to measure it, and it's not really accurate. If we could have a general distance within the alert itself to tell us where the closest asset is, it would be useful. That's one thing I'd like to see."
"With their templates, you can only have a maximum of three phases: new, updated, and resolved. It's not always that easy when we open up a call, that we identify who we need, page out, and we're good. A lot of time it requires multiple page-outs. Being restricted to those three phases, there's no way to say, "I want this variable to be persistent, and this one to not be." ...I would like to see a bit more flexibility and tighter control over the templates and the variables you can create."
"Lacks ability to customize messages."
"One thing that could be improved would be to enable the mobile app to more easily display published calendars via the Member Portal. Currently, it is quite difficult."
"The ability to not have to worry about the IT alerting and calendar resources. I would like it to be simpler in the sense of a different cost structure."
"I would like them to add GPS going forward."
"The ability for members to change their schedules, and change the person their swapping with, could use improvement. The GUI is a little tough to navigate. It's not very straightforward when someone is trying to change schedules."
"What I would like to see is vendor alerting. It's not structured to take into account that users outside of our environment, users outside of IT, may not be in the group. IBM is an outside vendor for us, and we have IBM CEs who come in on a regular basis. If there's a problem, we call those vendors in. That should be tied into the system where we can say that vendors A, B, and C have these users and we want them available to come into the office when there's an issue. We want to be able to alert them in the same way we alert internally."
"The integrations with other solutions can be improved."
"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."
"There is room for improvement in pricing."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"The main concern for me revolves around the speed of certain integrations."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
"The pricing of the solution can be made cheaper."
Everbridge IT Alerting is ranked 9th in IT Alerting and Incident Management with 22 reviews while Salesforce Service Cloud is ranked 7th in IT Alerting and Incident Management with 39 reviews. Everbridge IT Alerting is rated 8.8, while Salesforce Service Cloud is rated 8.6. The top reviewer of Everbridge IT Alerting writes "We have seen substantial savings with its usage as it drives down our MTTR". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Everbridge IT Alerting is most compared with PagerDuty Operations Cloud, ServiceNow, OnSolve Platform for Critical Event Management, xMatters and Opsgenie, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI. See our Everbridge IT Alerting vs. Salesforce Service Cloud report.
See our list of best IT Alerting and Incident Management vendors.
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