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ServiceNow Customer Service Management vs SugarCRM Platform comparison

ServiceNow and SugarCRM are both solutions in the CRM Customer Engagement Centers category. ServiceNow is ranked #3 with an average rating of 8.1, while SugarCRM is ranked #8 with an average rating of 8.5. ServiceNow holds a 9.4% mindshare in CCEC, compared to SugarCRM’s 2.5% mindshare. Additionally, 100% of ServiceNow users are willing to recommend the solution, compared to 50% of SugarCRM users who would recommend it.
ServiceNow Customer Service...
Read 14 ServiceNow Customer Service Management reviews
  • 1,279 Views
  • 614 Comparison Views
100% willing to recommend
SugarCRM Platform
Read 12 SugarCRM Platform reviews
  • 766 Views
  • 138 Comparison Views
50% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Jun 29, 2025

SugarCRM Platform and ServiceNow Customer Service Management compete in customer relationship management solutions. ServiceNow is preferred for its comprehensive features, appealing to tech buyers willing to invest for robust capabilities.

Features: SugarCRM Platform offers flexibility and customizability, sales automation, and marketing engagement solutions. ServiceNow Customer Service Management includes IT service operations integration, process automation, and incident management, providing a wider feature set.

Room for Improvement: SugarCRM could improve in scalability, integration options with some external systems, and advanced reporting capabilities. ServiceNow could benefit from simplifying deployment complexity, reducing cost for smaller enterprises, and enhancing ease of use in specific areas.

Ease of Deployment and Customer Service: SugarCRM is known for straightforward deployment and responsive service, ensuring quick implementation. ServiceNow, while complex due to its rich features, provides impressive support to ease deployment challenges.

Pricing and ROI: SugarCRM typically offers an affordable entry cost that appeals to small to medium enterprises, providing good ROI. ServiceNow requires higher investment but promises significant returns due to expansive capabilities, justifying its premium in complex environments.

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To learn more, read our detailed ServiceNow Customer Service Management vs. SugarCRM Platform Report (Updated: September 2025).
Buyer's Guide
ServiceNow Customer Service Management vs. SugarCRM Platform
September 2025
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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

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 (4th)
SugarCRM Platform
Ranking in CRM Customer Engagement Centers
8th
Average Rating
7.0
Reviews Sentiment
6.4
Number of Reviews
12
Ranking in other categories
CRM (24th), Marketing Automation (9th), Sales Force Automation (6th)
 

Mindshare comparison

As of October 2025, in the CRM Customer Engagement Centers category, the mindshare of ServiceNow Customer Service Management is 9.4%, up from 5.1% compared to the previous year. The mindshare of SugarCRM Platform is 2.5%, down from 2.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers Market Share Distribution
ProductMarket Share (%)
ServiceNow Customer Service Management9.4%
SugarCRM Platform2.5%
Other88.1%
CRM Customer Engagement Centers
 

Featured Reviews

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.
Read full review
Styliana Araouzou - PeerSpot reviewer
Customizable, easy to configure, and reliable
My company is considered a customer and an end-user. I'm not sure which version of the solution we're using right now. It's a company that offers lots of user manuals and you can find most of your stuff there before starting development. I'd advise potential new users to go through everything. I would rate the solution an eight out of ten. By default, it comes with a really good model where you can start working with it without having a lot of developers in your team. It's a system that includes everything related to the client and you can see everything under one screen without having a different product or system. It's been great, for the most part.
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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

"The best aspect of ServiceNow Customer Service Management is its out-of-the-box features that support all customer service processes."
"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."
"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 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."
"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."
"The product provides flexibility in managing and categorizing the incidents."
"The tool's most valuable feature is the service portal."
"Our organization has received excellent tech support for ServiceNow Customer Service Management."
More ServiceNow Customer Service Management pros
"The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards."
"It works well with Jira. You can customize it to fit your needs."
"The most valuable feature is relation capability, which allows us to relay customers with invoice orders."
"The most valuable features of Sugar Enterprise are the exports of graphics, statuses, complaints, and tasks."
"It has sales email campaigns, plus integration with Active Directory."
"The most valuable aspect of this solution is its low cost."
 

Cons

"Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations."
"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 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."
"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."
"The pricing must be more flexible."
"The price could be better. ServiceNow should price products more reasonably."
"If our organization wants to customize features that are not initially available in the system, these customizations might cause issues during upgrades."
"The product does not cater to businesses of every scale and budget."
More ServiceNow Customer Service Management cons
"In the next release, I would like to see personalization of information about customers or specific businesses or opportunities."
"It lacks customization, and this is the main reason that we are switching to a different solution."
"I would like to see more integration on a mobile platform in the next release."
"While it is already user-friendly, a slight enhancement in UI design, especially in terms of color combinations, could make the platform more visually appealing and comfortable to use."
"I would appreciate it if SugarCRM could support us in on-premise implementation."
"Sugar Enterprise could improve by removing bugs and glitches. For example, a comment was made but in the comment section, it was never displayed. However, the problems we faced might not be the fault of the solution."
"You cannot include all your entities under one instance at the moment."
 

Pricing and Cost Advice

"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"
"I rate the tool's pricing a six out of ten."
"Licensing fees are paid on a yearly basis."
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Top Industries

By visitors reading reviews
Healthcare Company
9%
Manufacturing Company
9%
Financial Services Firm
9%
Computer Software Company
8%
Engineering Company
20%
Manufacturing Company
9%
Computer Software Company
8%
Retailer
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business6
Midsize Enterprise1
Large Enterprise6
By reviewers
Company SizeCount
Small Business9
Midsize Enterprise2
Large Enterprise3
 

Questions from the Community

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?
ServiceNow Customer Service Management is expensive, although there is value for money considering the time and administrative efficiencies it brings.
See all answers
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.
See all answers
What do you like most about Sugar Enterprise?
The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards.
See all answers
What is your experience regarding pricing and costs for Sugar Enterprise?
All are almost the same pricing. Maybe the cheapest is Salesforce, I believe.
See all answers
What needs improvement with Sugar Enterprise?
The only challenge was that we implemented it in our on-premise data center instead of using it in the cloud. That was a little bit of a challenge. But it was overcome with the help of SugarCRM com...
See all answers
 

Comparisons

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Compared 21% of the time
SAP Service Cloud vs ServiceNow Customer Service Management Logo
SAP Service Cloud vs ServiceNow Customer Service Management
Compared 11% of the time
Salesforce Service Cloud vs ServiceNow Customer Service Management Logo
Salesforce Service Cloud vs ServiceNow Customer Service Management
Compared 9% of the time
Oracle Fusion Service vs ServiceNow Customer Service Management Logo
Oracle Fusion Service vs ServiceNow Customer Service Management
Compared 7% of the time
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Oracle CRM vs SugarCRM Platform Logo
Oracle CRM vs SugarCRM Platform
Compared 50% of the time
Zoho CRM vs SugarCRM Platform Logo
Zoho CRM vs SugarCRM Platform
Compared 50% of the time
More SugarCRM Platform Competitors
 

Product Reports

Buyer's Guide
ServiceNow Customer Service Management
September 2025
ServiceNow Customer Service Management reportDownload ServiceNow Customer Service Management product report
Buyer's Guide
SugarCRM Platform
September 2025
SugarCRM Platform reportDownload SugarCRM Platform product report
 

Also Known As

ServiceNow CSM
No data available
 

Overview

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

ServiceNow

SugarCRM is a versatile CRM solution that facilitates communication and organization within a company. Its primary use case includes call and comment logging, account relation, customer detail storage, verification handling, transaction tracking, marketing material management, and payment transaction handling. The most valuable functionalities include customizable exports of graphics, statuses, complaints, and tasks, as well as its scalability, stability, and low cost. It integrates well with Jira and can be easily configured. The platform improves efficiency, productivity, collaboration, communication, and coordination within organizations, while also providing valuable insights and data analytics for informed decision-making.

SugarCRM
 

Sample Customers

Siemens Healthineers, SAP SuccessFactors, Asurion
Redglaze Group, TengoInternet, Hilco, Bancvue, Vet Adivsor
Buyer's Guide
ServiceNow Customer Service Management vs. SugarCRM Platform
September 2025
Free Report: ServiceNow Customer Service Management vs. SugarCRM Platform
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