ServiceNow Customer Service Management vs SugarCRM Platform comparison

ServiceNow Customer Service Management vs. SugarCRM Platform

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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

ServiceNow Customer Service...

Ranking in CRM Customer Engagement Centers

4th

Average Rating

8.2

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

Customer Experience Management (2nd)

SugarCRM Platform

Ranking in CRM Customer Engagement Centers

8th

Average Rating

7.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

CRM (24th), Marketing Automation (8th), Sales Force Automation (9th)

Mindshare comparison

As of May 2025, in the CRM Customer Engagement Centers category, the mindshare of ServiceNow Customer Service Management is 10.4%, up from 3.7% compared to the previous year. The mindshare of SugarCRM Platform is 1.8%, down from 2.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Featured Reviews

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.

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Styliana Araouzou

Senior Operations Analyst at Etoro

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

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

"The tool is very useful as it helps us run businesses smoothly."

"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."

"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 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."

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

More ServiceNow Customer Service Management pros

"The most valuable feature is relation capability, which allows us to relay customers with invoice orders."

"It has sales email campaigns, plus integration with Active Directory."

"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 features of Sugar Enterprise are the exports of graphics, statuses, complaints, and tasks."

"The most valuable aspect of this solution is its low cost."

Cons

"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."

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

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

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

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

"The pricing must be more flexible."

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

More ServiceNow Customer Service Management cons

"It lacks customization, and this is the main reason that we are switching to a different solution."

"I would appreciate it if SugarCRM could support us in on-premise implementation."

"You cannot include all your entities under one instance at the moment."

"I would like to see more integration on a mobile platform in the next release."

"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."

"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."

"In the next release, I would like to see personalization of information about customers or specific businesses or opportunities."

Pricing and Cost Advice

"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."

"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."

"Licensing fees are paid on a yearly basis."

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.

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850,028 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Educational Organization

20%

Financial Services Firm

Computer Software Company

Manufacturing Company

Educational Organization

27%

Engineering Company

16%

Computer Software Company

14%

Real Estate/Law Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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 ...

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.

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...

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.

What is your experience regarding pricing and costs for Sugar Enterprise?

All are almost the same pricing. Maybe the cheapest is Salesforce, I believe.

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...

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Comparisons

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More ServiceNow Customer Service Management Competitors

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Product Reports

ServiceNow Customer Service Management

Download ServiceNow Customer Service Management product report

ServiceNow Customer Service Management report

SugarCRM Platform

Download 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

ServiceNow Customer Service Management vs. SugarCRM Platform