Oracle Fusion Service and ServiceNow Customer Service Management compete in customer service solutions. Oracle Fusion Service has the upper hand in omni-channel communication and integration, while ServiceNow leads in workflow management and ease of use.
Features: Oracle Fusion Service offers robust communication through chat, co-browse, and a knowledge base. It supports scalability and feature expansion. ServiceNow emphasizes strong workflow integration, incident management, and a low-code environment for easy use.
Room for Improvement: Oracle Fusion Service needs enhancements in user interface, chat routing, and API performance. ServiceNow should improve customization options, AI features, and IVR integration. Both need to address pricing clarity and support response times.
Ease of Deployment and Customer Service: Both products offer deployment across cloud models. Oracle provides reliable technical support but with occasional delays, while ServiceNow has knowledgeable staff but needs better deployment expertise across industries.
Pricing and ROI: Oracle Fusion Service has high licensing costs but offers high ROI through tailored models, although it may be expensive for smaller companies. ServiceNow also presents high costs, justifying its price with efficiency and CX improvements, but may not be cost-effective for smaller businesses.
Without such tools, the business would be affected by five to ten percent in annual revenue.
Customer service varies as sometimes I receive a good response, and other times I need to escalate issues and involve engineers from Oracle in an OWC session.
It is better because partners have a deep understanding of the code and configuration challenges.
The technical support is good, but there are very few people who understand the technicalities and background configurations.
Initially, we had ten ERPs, and I have added more since.
If challenges are resolved efficiently with tools like ServiceNow Customer Service Management, it significantly impacts business operations.
The solution is scalable and offers high scalability as new features are added regularly.
Scalability can lead to performance issues.
ServiceNow Customer Service Management is highly stable, which is critical because it operates as a live system 24/7.
Overall, it is very stable aside from these issues.
Simpler integration capabilities.
When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them.
It is important to follow practical rules and best practices to avoid misconfigurations caused by different developers doing things their own way.
Managing this platform requires sophisticated handling.
Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations.
I think it's expensive, yet it does not pose a threat, making it costly for my enterprise.
ServiceNow Customer Service Management is expensive, with costs around half a million US dollars per year.
The pricing is around a seven, making it rather expensive.
ServiceNow Customer Service Management is expensive, although there is value for money considering the time and administrative efficiencies it brings.
There are ERP connectors available for Oracle middleware, enabling seamless integration through a drag-and-drop interface.
There is also a focus on maintaining efficiency, and it is a significant time saver.
ServiceNow Customer Service Management offers valuable features such as workflow management, an approval cycle, and integration with a payment gateway, which allows for payments to be made using the system.
It integrates all different queues into one dashboard and consolidates various departments, ensuring visibility across the organization is transparent.
Change requests are vital if there is a business requirement change; they are used for tracking and reporting purposes, showcasing how change requests have been used to keep businesses running smoothly.
Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.
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