Service Creatio vs ServiceNow Customer Service Management comparison

Creatio and ServiceNow are both solutions in the CRM Customer Engagement Centers category. Creatio is ranked #11 with an average rating of 9.0, while ServiceNow is ranked #4 with an average rating of 8.4. Creatio holds a 1.3% mindshare in CCEC, compared to ServiceNow’s 10.4% mindshare. Additionally, 100% of Creatio users are willing to recommend the solution, compared to 100% of ServiceNow users who would recommend it.

Service Creatio

Read 2 Service Creatio reviews

37 Views
20 Comparison Views

100% willing to recommend

ServiceNow Customer Service...

Read 14 ServiceNow Customer Service Management reviews

553 Views
144 Comparison Views

100% willing to recommend

Service Creatio

ServiceNow Customer Service...

Comparison Buyer's Guide

Download the report

Executive Summary

We performed a comparison between Service Creatio and ServiceNow Customer Service Management based on real PeerSpot user reviews.

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

To learn more, read our detailed Service Creatio vs. ServiceNow Customer Service Management Report (Updated: April 2025).

Buyer's Guide

Service Creatio vs. ServiceNow Customer Service Management

April 2025

Download the complete report

Helped 850,028 peers since 2012

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

Service Creatio

Ranking in CRM Customer Engagement Centers

11th

Ranking in Customer Experience Management

19th

Average Rating

9.0

Reviews Sentiment

7.3

Number of Reviews

Ranking in other categories

No ranking in other categories

ServiceNow Customer Service...

Ranking in CRM Customer Engagement Centers

4th

Ranking in Customer Experience Management

2nd

Average Rating

8.2

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2025, in the CRM Customer Engagement Centers category, the mindshare of Service Creatio is 1.3%, up from 0.6% compared to the previous year. The mindshare of ServiceNow Customer Service Management is 10.4%, up from 3.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Featured Reviews

Anatolii Vovniuk

Deputy Chief Information Officer, Head of Digital Strategy & Cybersecurity at Kyiv City Council

City governments improve service efficiency with automated workflow processes

The customer self-portal is not good. Service Creatio ( /products/service-creatio-reviews ) has a special capability for external customers and users to access the web portal, but we had to use third-party solutions developed by us. The design of the customer self-portal is quite bad, particularly the UI. It is not capable of integrating third-party identification systems like GEO, Per zone, or BankID for authorization of external users. It would be beneficial to have the possibility to easily build communication or interaction between different services with different instances of Service Creatio.

Read full review

Arvind Mehrotra

managing partner at AmPmilify Associates LLP

Integrating departments for unified service while managing complexity and learning curve

ServiceNow Customer Service Management ( /products/servicenow-customer-service-management-reviews ) 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.

Read full review

Quotes from Members

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

Pros

"You can draw a video map or draw on a piece of paper and put it in creation using the designer tool."

"Our customers have seen value and efficiency using this solution."

"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."

"Our organization has received excellent tech support for ServiceNow Customer Service Management."

"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."

"The best aspect of ServiceNow Customer Service Management is its out-of-the-box features that support all customer service processes."

"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."

"The tool's most valuable feature is the service portal."

"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 tool can offer. It can be integrated with any external system. There are also automation possibilities."

"The product provides flexibility in managing and categorizing the incidents."

More ServiceNow Customer Service Management pros

Cons

"The return material authorization should utilize no-code or low-code."

"The customer self-portal is not good. Service Creatio has a special capability for external customers and users to access the web portal, but we had to use third-party solutions developed by us."

"The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions."

"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 product does not cater to businesses of every scale and budget."

"I do not have any notes for improvements."

"Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations."

"If our organization wants to customize features that are not initially available in the system, these customizations might cause issues during upgrades."

"The pricing must be more flexible."

"The price could be better. ServiceNow should price products more reasonably."

More ServiceNow Customer Service Management cons

Pricing and Cost Advice

Information not available

"I rate the tool's pricing a six out of ten."

"The product has a premium price"

"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."

"ServiceNow Customer Service Management is expensive. It's one of the most costly CSM options in the marketplace."

See which vendors are best for you

Use our free recommendation engine to learn which CRM Customer Engagement Centers solutions are best for your needs.

See recommendations

850,028 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

No data available

Educational Organization

20%

Financial Services Firm

Computer Software Company

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Service Creatio?

You can draw a video map or draw on a piece of paper and put it in creation using the designer tool.

See all answers

What needs improvement with Service Creatio?

See all answers

What advice do you have for others considering Service Creatio?

I would recommend improving the ease of building interactions between different installations of Service Creatio. The interactions would allow one service to start in one city and finish in another...

See all answers

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 ...

See all answers

What is your experience regarding pricing and costs for ServiceNow Customer Service Management?

The pricing is around a seven, making it rather expensive. However, even with the cost, it is justified because it significantly aids business operations.

See all answers

What needs improvement with ServiceNow Customer Service Management?

Sometimes ServiceNow Customer Service Management ( /products/servicenow-customer-service-management-reviews ) lags, meaning the speed is low or there is a delay in operations. These are the areas n...

See all answers

Comparisons

Salesforce Sales Cloud vs Service Creatio

Compared 100% of the time

More Service Creatio Competitors

Microsoft Dynamics CRM vs ServiceNow Customer Service Management

Compared 55% of the time

Genesys Cloud CX vs ServiceNow Customer Service Management

Compared 22% of the time

SAP Service Cloud vs ServiceNow Customer Service Management

Compared 22% of the time

More ServiceNow Customer Service Management Competitors

Product Reports

Buyer's Guide

CRM Customer Engagement Centers

March 2025

Download Service Creatio product report

Buyer's Guide

ServiceNow Customer Service Management

April 2025

ServiceNow Customer Service Management report

Download ServiceNow Customer Service Management product report

Also Known As

bpm’online customer service, bpm’online service enterprise

ServiceNow CSM

Overview

Intelligent service management platform to accelerate service delivery and customer delight

Service Creatio offers out-of-the-box processes based on industry best practices for medium and large organizations. Manage customer requests and automate service operations by following pre-defined processes for customer care excellence. Creatio recognized in Gartner 2016 Magic Quadrant for the CRM Customer Engagement Center, as well listed in Five Categories of The Gartner CRM Vendor Guide 2016 (SFA, Partner Relationship Management, Inside Sales and Customer Service Software).

Creatio

Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.

ServiceNow

Sample Customers

Health e(fx), People 2.0, Citilink, Dealer eProcess (DEP)

Siemens Healthineers, SAP SuccessFactors, Asurion

Buyer's Guide

Service Creatio vs. ServiceNow Customer Service Management

April 2025

Free Report: Service Creatio vs. ServiceNow Customer Service Management

Find out what your peers are saying about Service Creatio vs. ServiceNow Customer Service Management and other solutions. Updated: April 2025.

DOWNLOAD NOW

850,028 professionals have used our research since 2012.

See our Service Creatio vs. ServiceNow Customer Service Management report.

See our list of best CRM Customer Engagement Centers vendors and best Customer Experience Management vendors.

We monitor all CRM Customer Engagement Centers reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.