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Pega CRM vs ServiceNow Customer Service Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jun 29, 2025

Review summaries and opinions

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

Categories and Ranking

Pega CRM
Ranking in CRM Customer Engagement Centers
5th
Average Rating
8.0
Reviews Sentiment
7.0
Number of Reviews
10
Ranking in other categories
CRM (17th)
ServiceNow Customer Service...
Ranking in CRM Customer Engagement Centers
3rd
Average Rating
8.2
Reviews Sentiment
7.5
Number of Reviews
14
Ranking in other categories
Customer Experience Management (3rd)
 

Mindshare comparison

As of August 2025, in the CRM Customer Engagement Centers category, the mindshare of Pega CRM is 8.3%, down from 9.4% compared to the previous year. The mindshare of ServiceNow Customer Service Management is 11.1%, up from 4.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers
 

Featured Reviews

Srinivas Ganisetti - PeerSpot reviewer
Case management feature is valuable but the pricing is expensive
I would like to suggest the solution but it really depends on your specific requirements, your business use cases and future plans. There is a significant investment involved in this solution and therefore it is very crucial to reevaluate your future necessity including automation potential and modernization plans. I would suggest that you select any kind of solution and explore alternatives of similar functionalities at a lower cost. This might help you to achieve more with less. In my experience, I would rate it between seven to eight because it offers robust capabilities. But please be aware that other BPM tools are emerging with similar features at a lower cost. Pega CRM is perceived as bulk care compared to order tools, as many of its capabilities are potentially underutilized. I would rate it 7 out of 10.
Arvind  Mehrotra - PeerSpot reviewer
Integrating departments for unified service while managing complexity and learning curve
ServiceNow Customer Service Management integrates the admin, finance, HR, and service departments, enabling an employee of an organization to get service from a single window. It integrates all different queues into one dashboard and consolidates various departments, ensuring visibility across the organization is transparent. It helps to create a shared services organization, reducing the operational complexity and facilitating a more unified service delivery. It consolidates all service desks under one umbrella, enhancing efficiency.

Quotes from Members

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

Pros

"The solution is very easy to use."
"The product's deployment phase was easy."
"The case management feature is really valuable."
"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"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."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"The product provides flexibility in managing and categorizing the incidents."
"The integration capabilities of ServiceNow are wonderful."
"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."
"ServiceNow Customer Service Management integrates the admin, finance, HR, and service departments, enabling an employee of an organization to get service from a single window."
"What I like best about ServiceNow Customer Service Management is that it's a good tool. I like how fast it is and that it's cloud-based. I also like that it's very easy to use. ServiceNow Customer Service Management has minimum options, for example, column options and tab options when compared to other solutions, which makes it easier to use over others."
"Our organization has received excellent tech support for ServiceNow Customer Service Management."
"The tool is very useful as it helps us run businesses smoothly."
"The setup phase of the solution was straightforward...Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good."
 

Cons

"The UI is lagging and needs to be improved."
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
"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."
"The UI should be improved."
"The solution has room for improvement around decisional and real-time data analysis."
"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"One area for improvement would be integrating IVR systems. Many customers need the ticketing solution and a native IVR system within the same platform. ServiceNow Customer Service Management doesn't offer an IVR solution that works natively or comes in the same package. Customers often have to integrate their IVR with third-party solutions like Twilio. However, the agreement between ServiceNow and Twilio ended some months ago, making it more challenging to integrate IVR functionalities."
"I do not have any notes for improvements."
"ServiceNow Customer Service Management is expensive, with costs around half a million US dollars per year. While suitable for enterprises and medium-sized clients, it may be cost-prohibitive for smaller businesses."
"The solution seems to be moving towards low-code/no-code technology. It is a negative aspect of my experience with the product. It also needs to introduce a clearer pricing structure."
"The pricing must be more flexible."
"The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers."
"The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions."
"If our organization wants to customize features that are not initially available in the system, these customizations might cause issues during upgrades."
 

Pricing and Cost Advice

"It is expensive."
"The pricing is on the higher side."
"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."
"I rate the tool's pricing a six out of ten."
"ServiceNow Customer Service Management is expensive. It's one of the most costly CSM options in the marketplace."
"I rate the product's pricing a five on a scale of one to ten, where one is cheap, and ten is expensive. The solution is neither cheap nor expensive."
"The product has a premium price"
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Top Industries

By visitors reading reviews
Financial Services Firm
26%
Computer Software Company
10%
Manufacturing Company
6%
Comms Service Provider
6%
Manufacturing Company
10%
Financial Services Firm
9%
Healthcare Company
9%
Computer Software Company
8%
 

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.
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...
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...
What do you like most about ServiceNow Customer Service Management?
We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the ...
What is your experience regarding pricing and costs for ServiceNow Customer Service Management?
ServiceNow Customer Service Management is expensive, although there is value for money considering the time and administrative efficiencies it brings.
What needs improvement with ServiceNow Customer Service Management?
The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions.
 

Also Known As

Chordiant
ServiceNow CSM
 

Overview

 

Sample Customers

The State of Maine, Aegis, Aegon, AIG Japan, ING
Siemens Healthineers, SAP SuccessFactors, Asurion
Find out what your peers are saying about Pega CRM vs. ServiceNow Customer Service Management and other solutions. Updated: July 2025.
865,384 professionals have used our research since 2012.