Pega CRM vs Salesforce Sales Cloud comparison

Pega CRM

Read 10 Pega CRM reviews

571 Views
417 Comparison Views

100% willing to recommend

Salesforce Sales Cloud

Read 107 Salesforce Sales Cloud reviews

5,669 Views
2,824 Comparison Views

93% willing to recommend

Pega CRM

Salesforce Sales Cloud

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Pega CRM and Salesforce Sales Cloud based on real PeerSpot user reviews.

Find out in this report how the two CRM solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Pega CRM vs. Salesforce Sales Cloud Report (Updated: July 2024).

Buyer's Guide

Pega CRM vs. Salesforce Sales Cloud

July 2024

Download the complete report

Helped 793,295 peers since 2012

Categories and Ranking

Pega CRM

Ranking in CRM

18th

Average Rating

8.0

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th)

Salesforce Sales Cloud

Ranking in CRM

2nd

Average Rating

8.4

Number of Reviews

107

Ranking in other categories

Opportunity Management (1st), Sales Force Automation (1st)

Mindshare comparison

As of July 2024, in the CRM category, the mindshare of Pega CRM is 2.0%, up from 1.7% compared to the previous year. The mindshare of Salesforce Sales Cloud is 13.0%, up from 10.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Unique Categories:

CRM Customer Engagement Centers

8.7%

Opportunity Management

11.4%

Sales Force Automation

41.3%

Q&A Highlights

it_user735081

Works at a energy/utilities company with 10,001+ employees

Oct 03, 2017

Cost Comparison between using CRM SAP vs Salesforce vs Pega

Hi thanks for your request. Each of the ERP CRM listed above has certain functionalities in common and comparing the cost between them will completely depends upon the need. Overall Salesforce and SAP CRM has CRM functionality and it is Tier 1 CRM product. Pega is not a CRM product and it specializes in BPM ( Business Process Management). Please email me and I can discuss over the phone with you for further details.

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Featured Reviews

reviewer1621662

Senior Manager at Accenture

Feb 14, 2024

Has comprehensive customization capabilities, seamless integration across channels and robust AI-driven decision-making features

Pega CRM has proven invaluable in addressing business challenges like hyper-personalization, which is increasingly relevant today. An illustrative scenario involves a banking example where a customer attempts to withdraw money from an ATM but doesn't complete the transaction. Later, when they log into the banking portal or app, the system recognizes their earlier attempt and offers relevant recommendations or options based on that interaction. Similarly, Pega CRM enables geo-specific use cases, such as notifying customers about nearby events or restaurant discounts based on their location. This capability extends across various channels, ensuring consistent and personalized experiences for customers regardless of how they engage with the system. Pega CRM's ability to maintain context across multiple channels is instrumental in delivering such tailored experiences. The AI-driven decision-making capability within Pega CRM significantly impacts our customer interactions by providing intelligent recommendations. This functionality is a pivotal aspect of CRM, enabling seamless integration with call center applications. Through this integration, agents can access recommended options for specific users and identify products of potential interest to them. Moreover, if Pega CRM is utilized for an intelligent call center setup, it comprehensively captures and summarizes all customer-agent interactions, attaching them to relevant cases. Customization of Pega CRM significantly impacts our workflow. Pega CRM provides clear segregation between customizable and non-customizable parts. Business rule components are areas where customization is encouraged, allowing users to add their own use cases, details, and business logic easily. This configurability is straightforward and operates within a local strategy framework.

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Richard Mottershead

Enterprise Architect at Federation of Small Businesses (FSB)

Apr 24, 2024

Infinitely customizable, good end-to-end sales and customer management processes but lacks good documentation

Essentially, it's the CRM solution for managing customers and leads. The features that had the most significant impact on our sales efficiency include flexibility, regular updates, and very good end-to-end sales and customer management processes. AI and machine learning are on the agenda for next year. Initially, it will be very silo-based, but eventually, we'll be integrating MIBI data into our solution. Sales Cloud's reporting and analytics capabilities influenced our sales strategy quite a lot. We can build every report as a dashboard, and there are various sorts of things. We are using Tableau as our MIBI analytic solution, which is also owned by Salesforce these days.

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Quotes from Members

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

Pros

"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."

"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."

"The product's deployment phase was easy."

"The case management feature is really valuable."

"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."

"The solution is very easy to use."

"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."

"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."

More Pega CRM pros

"The most valuable features are custom objects, custom workflows, triggering, and integration with other SaaS solutions."

"CRM solution that performs well. It's multifeatured, so you can use it for different activities such as managing opportunities, managing revenue, reviewing leads, etc."

"Salesforce Sales Cloud is very reliable and provides good stability and security."

"Salesforce Sales Cloud is very user-friendly, and simple to create dashboards and extract the reports. Additionally, it integrates well with other applications."

"We can also customize Salesforce Sales Cloud to our customer's company requirements. As for your demand, you can customize it. There are so many configurations we can do with the application. There is a lot of functionality that you can implement. It's an easy-to-use, user-friendly, and secure platform."

"It has custom fields and custom reports which can align to our business objectives and marketing focus."

"The user interface is pretty simple."

"The solution can scale massively. I've been quite impressed."

More Salesforce Sales Cloud pros

Cons

"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."

"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."

"They should enable the data-driven streaming feature inside it."

"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."

"The solution has room for improvement around decisional and real-time data analysis."

"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."

"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"

"The UI should be improved."

More Pega CRM cons

"The high price of the product is an area of concern where improvements are required."

"Sometimes they refresh the production environment, which can be a bit of a challenge."

"I would like to see a more affordable licensing model."

"I need to do a lot of customization to implement an ERP solution for an energy and utilities client versus a BFS client. Salesforce should look at the common customizations each client wants and see how much of that can be standardized into industry-specific specific solutions. That would speed up implementation, so we don't need to go through the same steps a hundred times. Salesforce could do it once and put it out for the rest of the clients to use it."

"In the next release, I would like to see more integration."

"One area where the solution could improve is with handling feature requests."

"An area for improvement would be the ease of configuration."

"Sales Cloud could improve in areas such as AI integration, particularly for templates."

More Salesforce Sales Cloud cons

Pricing and Cost Advice

"We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."

"The pricing is on the higher side."

"It is expensive."

"The price of the Salesforce Sales Cloud is expensive. We pay monthly for the solution but we are billed quarterly."

"Pricing is reasonable."

"Its license is expensive. It is probably a lot more than smaller solutions. It is around £500 a month, but I don't know how many licenses we have."

"The price is fair."

"Sales Cloud is expensive."

"In terms of investment value and return of the investment, Salesforce right now is pretty good on the Western markets where the price of the employees is pretty high."

"It's expensive, storage being the most costly aspect."

"The licensing fees are reasonable."

More Salesforce Sales Cloud pricing and cost advice

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Answers from the Community

it_user735081

Works at a energy/utilities company with 10,001+ employees

Oct 3, 2017

Cost Comparison between using CRM SAP vs Salesforce vs Pega

See 2 answers

it_user70698

Works at Cognizant Technology Solutions

Oct 3, 2017

Read full answer

it_user747921

Vice President, CRM Product Marketing at Pegasystems

Oct 3, 2017

My advice is to compare the full investment of the CRM implementation - software, cloud and services - as from a general perspective, all top level "costs" are generally comparable. It is the cost-to-value ratio that you will want to focus upon. Also, you’ll want to assess whether you will be looking to deploy AI or not, as some vendors’ offerings are not quite as real and ready-to-deploy as others. Note that I am biased, as I am with Pega, running their CRM practice. With this said -- in terms of unbiased independent reviews, Gartner's latest Magic Quadrant for the CRM Customer Engagement Center for 2017, cites “Reference customers gave Pegasystems' overall package the best cost-to-value rating of any solution assessed for vendors in the Leaders quadrant.” A free copy of Gartner's report may be downloaded here: https://www.pega.com/gartner-crm-cec-2017 Best of luck in your research. Just let me know if I can be of any further assistance. Regards, Jeff Nicholson

Read full answer

Top Industries

By visitors reading reviews

Financial Services Firm

23%

Computer Software Company

17%

Real Estate/Law Firm

Government

Educational Organization

73%

Computer Software Company

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Pega CRM?

The product's deployment phase was easy.

See all answers

What needs improvement with Pega CRM?

The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications. In Siebel CRM, you have complete control over your database, you can do any datab...

See all answers

What is your primary use case for Pega CRM?

Pega CRM uses a layer cake architecture. Basically, the tool is a convenient application to use even if you are not a technical person, like a business analyst. I use the solution for the CRM modul...

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What do you like most about Salesforce Sales Cloud?

The features of Sales Cloud most useful for testing and running email campaigns are highly valuable.

See all answers

What needs improvement with Salesforce Sales Cloud?

There is nothing that comes to my mind when I think about what needs improvement in the product since it does everything perfectly. The product lacks to offer some AI capabilities. With a lot of AI...

See all answers

What is your primary use case for Salesforce Sales Cloud?

The solution is for companies to manage the sales part. With the tool, companies can create context, needs, opportunities, and whatever they are gathering. Companies can collect whatever informatio...

See all answers

Comparisons

Pega Robotic Process Automation vs Pega CRM

Compared 25% of the time

Siebel CRM vs Pega CRM

Compared 22% of the time

Microsoft Dynamics CRM vs Pega CRM

Compared 20% of the time

Genesys Cloud CX vs Pega CRM

Compared 12% of the time

More Pega CRM Competitors

Microsoft Dynamics CRM vs Salesforce Sales Cloud

Compared 28% of the time

SAP CRM vs Salesforce Sales Cloud

Compared 26% of the time

IQVIA Orchestrated Customer Engagement vs Salesforce Sales Cloud

Compared 7% of the time

Oracle E-Business Suite vs Salesforce Sales Cloud

Compared 7% of the time

SAP ERP vs Salesforce Sales Cloud

Compared 6% of the time

More Salesforce Sales Cloud Competitors

Product Reports

Buyer's Guide

Pega CRM

July 2024

Download Pega CRM product report

Buyer's Guide

Salesforce Sales Cloud

June 2024

Download Salesforce Sales Cloud product report

Also Known As

Chordiant

Sales Cloud, SFDC, Salesforce

Learn More

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Pega

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Salesforce

Overview

Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.

Salesforce Sales Cloud is the most widely used of sales tools and sales automation software, speeding and streamlining all phases of sales from lead management to analytics and forecasting. Thanks to Salesforce Sales Cloud, more than 100,000+ customers and 2 million subscribers worldwide can manage people and processes more effectively, pursue more business in less time, and close more deals.

Sample Customers

The State of Maine, Aegis, Aegon, AIG Japan, ING

Coca-Cola Enterprises, Kuoni Global Travel Services, Financial Times, Just Eat, Jobsite, H.R. Owen, PlayerLayer, O2, DMGT, Philips, Xtreme.ie, Business Stream, Remote Asset Management, Dialogue Group

Buyer's Guide

Pega CRM vs. Salesforce Sales Cloud

July 2024

Free Report: Pega CRM vs. Salesforce Sales Cloud

Find out what your peers are saying about Pega CRM vs. Salesforce Sales Cloud and other solutions. Updated: July 2024.

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