We performed a comparison between ServiceNow Customer Service Management and SugarCRM Platform 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."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 tool's most valuable feature is the service portal."
"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."
"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 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 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."
"The most valuable aspect of this solution is its low cost."
"ServiceNow Customer Service Management works fine for me, for now, so there isn't any room for improvement I see in it. In the next release of the tool, I'd like users to be able to download all reports because as a user, I can only download a limited number of reports from ServiceNow Customer Service Management, but my management team can do so. I'm unsure if it's a feature that's included in the tool or not."
"The price could be better. ServiceNow should price products more reasonably."
"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's AI feature should be improved."
"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."
"You cannot include all your entities under one instance at the moment."
"It lacks customization, and this is the main reason that we are switching to a different solution."
"In the next release, I would like to see personalization of information about customers or specific businesses or opportunities."
"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."
"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."
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ServiceNow Customer Service Management is ranked 4th in CRM Customer Engagement Centers with 6 reviews while SugarCRM Platform is ranked 8th in CRM Customer Engagement Centers with 11 reviews. ServiceNow Customer Service Management is rated 8.4, while SugarCRM Platform is rated 7.0. The top reviewer of ServiceNow Customer Service Management writes "A stable tool to help manage infrastructures, deployments, and different products from different vendors". On the other hand, the top reviewer of SugarCRM Platform writes "User-friendly and allows for creating your own modules". ServiceNow Customer Service Management is most compared with Microsoft Dynamics CRM, Genesys Cloud CX and SAP Service Cloud, whereas SugarCRM Platform is most compared with Salesforce Sales Cloud. See our ServiceNow Customer Service Management vs. SugarCRM Platform report.
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