


Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
In terms of cost, we participated in projects achieving two to three million dollars in annual savings.
As a return on investment, we have achieved a 250% ROI in six to nine months, and sometimes it increases up to 380% percent.
Automation Anywhere has helped us save money.
There is a four to ten times measured ROI reported across enterprise deployments.
I have seen a return on investment, as there was a significant reduction in the number of HR staff needed to address queries after implementing the bot, allowing additional team members to focus on other strategic HR tasks.
I have seen a return on investment because we have saved significant time for our HR team since they do not have to perform repetitive work manually every day, which Leena AI can easily solve.
For example, previously incidents had to be resolved manually, requiring communication to respective teams via email, but now automatically generated tickets streamline this process while adhering to SLA times, ultimately saving resources.
ManageEngine has been particularly beneficial for small and medium-sized businesses in terms of value for money since they receive similar service at a lower cost compared to ServiceNow.
Whenever we need help, we can reach out to them, and they help us out.
We also have dedicated account managers and technical experts to solve our problems related to Automation Anywhere.
We just have to raise a ticket, after which we receive a call, email, or ping from the Automation Anywhere team.
The team adheres to a fixed SLA, responds quickly, and the dedicated team aligns well with us, providing timely resolutions.
The customer support for Leena AI is very good as it offers twenty-four-seven customer support.
Customer support for Leena AI is very good, but it takes a lot of turnaround time to come back and resolve the questions, queries, or issues.
Their response time could be quicker.
The ManageEngine technical support team deserves a rating of ten out of ten because we receive up-to-date support.
They respond to emails based on time zone considerations.
As we are using Microsoft Copilot for our AI agents, I look forward to integrating it with Automation Anywhere and its solutions, seeing it as a beneficial partnership as Automation progresses toward AI as the main solution.
The centralized control room allows us to orchestrate and manage bots seamlessly.
I can scale it in terms of hundreds of bots and configure hundreds of parallel robots easily.
It is working fine, and the scalability of Leena AI is good.
Leena AI is scalable, as it can handle a large number of employees and organizations.
It is trickier to expand across endpoints with Help Desk.
Scaling ManageEngine ServiceDesk Plus is easy, and I would rate its scalability as nine out of ten.
The tool is suitable for medium to large-scale operations and can be used effectively by mid-size companies.
With the latest applications, there are no significant issues like freezing or crashing.
From a stability and reliability perspective, we can remain confident that the product performs as an enterprise solution and meets expected standards.
If you have good best practices, reusable code, an effective framework, and a solid development methodology, bots can be very stable.
We have not experienced any significant issues.
We have not faced any stability issues or challenges with this tool.
ManageEngine ServiceDesk Plus has shown stability with no downtime and no major issues identified thus far.
It is better to write a Python script instead of using Automation Anywhere's package when dealing with Excel because it is buggy and tends to break.
Making the product more lightweight by reducing its dependency on infrastructure could greatly help in the long run.
It would be beneficial if the platform provided options for power developers to integrate seamlessly with languages like Java or C#, allowing them to write their own scripts and code.
The team should continuously assess areas for improvement.
The reduction in the time of resolving client concerns is an area for improvement.
I want to mention that proactive AI could be used instead of waiting for employees, and specialized AI agents should work together.
It would be beneficial to have an option to assign approvals to a user group or a variable.
There could be improvements in licensing flexibility, like the ability to use a single license for multiple users simultaneously.
They might consider creating a bundled ERP solution for all these tools where purchasing one license would enable access to all functionalities.
It is more cost-efficient compared to all other RPA platforms.
Automation Anywhere costs are aligned with UiPath and Blue Prism, which are also expensive.
It is not cheap, with costs ranging between 700 to 800 dollars per month.
They are flexible with licensing, and the cost is manageable in India.
My experience with pricing, setup cost, and licensing for Leena AI is that the setup cost was low, and the license was given easily.
My experience with pricing, setup cost, and licensing was that everything was good, and there are no issues.
The cost of ManageEngine is more affordable, making it viable for small to medium-sized businesses.
The licensing is based on the number of technicians or analysts providing support as well as the number of IT assets, with no limitation on adding IT assets in ManageEngine ServiceDesk Plus.
It is not as expensive as ServiceNow, which has a very high cost.
I can set it up to provide users with a form to fill in all required information, and then the bot operates based on those specifications.
For example, the email module has been enhanced over the years to support all the latest authentication technologies. That is very important as we move away from username and password and embrace multi-factor authentication.
Automation Anywhere has undergone drastic changes over the past five years, transitioning from version 10 to A360, including desktop-based and cloud-based options.
Leena AI has positively impacted my organization since I implemented it in 2022 during COVID, as it organized messages from management and recruiters for 25,000 employees, helping to check their wellbeing while circulating important messages.
Leena AI has impacted my organization positively because its cost management is low, its responses are faster, and it scales easily.
Instead of a simple chatbot, Leena AI provides specialized AI colleagues for different departments such as HR assistant, IT assistant, and finance assistant.
The best features ManageEngine ServiceDesk Plus offers for my team include automating manual tasks, which allows whatever tasks we previously did manually to be converted into automatic tasks.
We have saved a lot of time through automation, which recaptured about 2,000 tickets per week.
It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions.


| Company Size | Count |
|---|---|
| Small Business | 161 |
| Midsize Enterprise | 85 |
| Large Enterprise | 561 |
| Company Size | Count |
|---|---|
| Small Business | 33 |
| Midsize Enterprise | 24 |
| Large Enterprise | 20 |
Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.
Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.
What are the important features of Automation Anywhere?
What benefits should be evaluated in reviews?
In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.
Leena AI transforms enterprise communication by offering AI-driven tools to streamline HR and employee interactions, enhancing efficiency and reducing response times.
Leena AI stands out as an innovative platform designed to revolutionize how businesses handle internal communication. With intelligent AI capabilities, it facilitates seamless communication between employees and HR, automating answers to frequent queries and tasks. This reduces time spent resolving HR issues, allowing for a more productive work environment. The integration flexibility ensures it fits smoothly with existing systems, making it an asset for complex enterprises seeking to optimize internal workflows.
What are the key features of Leena AI?Leena AI is widely implemented in industries such as finance, healthcare, and retail, where quick and reliable internal communication is critical. It seamlessly integrates with existing infrastructure, enhancing operational efficiency and employee satisfaction across these fields.
ManageEngine ServiceDesk Plus is an ITIL-compliant tool designed for IT help desk and incident management. It offers user-friendly ticketing, automation, and integration features, assisting businesses in effective IT service management.
ManageEngine ServiceDesk Plus provides comprehensive solutions for ticketing, automation, and integration with third-party tools. Its features include project, change, and asset management, which are essential for streamlining IT operations. The intuitive interface supports both technical and non-technical users. The platform's reporting, SLA management, and CMDB functions significantly enhance business operations. Despite its strengths, there are areas for improvement, such as customization and integration capabilities. Users often seek better automation for active and asset management, enhanced search functionality, and improved security.
What are the key features of ManageEngine ServiceDesk Plus?Industries implement ManageEngine ServiceDesk Plus to address specific challenges such as IT help desk management and asset tracking. Companies use the platform to log incidents, automate workflows, and ensure compliance with ITIL standards, supporting effective management of daily operations, system auditing, and improved client interaction.
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