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.
Within CRM, I have worked on B2C service and sales extensively.
Without such tools, the business would be affected by five to ten percent in annual revenue.
Sometimes the technical support is knowledgeable and helpful.
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.
Regarding scalability, the solution provides useful configurations that clients can utilize effectively.
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.
If work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up.
Overall, it is very stable aside from these issues.
ServiceNow Customer Service Management is highly stable, which is critical because it operates as a live system 24/7.
When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them.
Simpler integration capabilities.
It is currently restricted to Groovy scripting.
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.
There should be an integration of workflows and less scripting to enhance and move the flow more efficiently.
Regarding licensing cost, according to each country's conditions, for Egypt, it's so expensive.
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.
The company has invested in ERP Cloud, and the seeded APIs and VIP features allow for customization using Groovy script.
Based on utilizing Groovy scripts and JavaScript, we can integrate with other external systems.
For HCM, it makes the life of users easier for self-service, payroll run, and applying tax according to the country, where different tax laws according to the country are very easy in Fusion.
The most valuable features are incident management and change management.
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.
The best aspect of ServiceNow Customer Service Management is its out-of-the-box features that support all customer service processes.
Product | Market Share (%) |
---|---|
ServiceNow Customer Service Management | 9.4% |
Oracle Fusion Service | 6.3% |
Other | 84.3% |
Company Size | Count |
---|---|
Small Business | 9 |
Midsize Enterprise | 6 |
Large Enterprise | 22 |
Company Size | Count |
---|---|
Small Business | 6 |
Midsize Enterprise | 1 |
Large Enterprise | 7 |
Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.
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