Salesforce vs ServiceNow : A Detailed Analysis for Businesses

Relationship with customers is one of the most important driving factors for businesses in the present epoch. There are plenty of companies, big and small that are largely affected due to the outbreak of pandemic Covid-19. 

One of the factors that have helped them survived through this jolt is the way in which they have entertained and catered to their clients. And in the quest to help businesses maintain a good relationship with their clients, CRM played a decisive role.

According to a survey by Grand View Research, the global CRM market is expected to expand at a CAGR of 14.2% from 2020 to 2027. In 2019 the global CRM market was estimated at 40.2 billion.

Salesforce CRM stacks

There’s also a radical shift in demand for cloud-based CRM solutions that has increased to 87% in 2020 from only 12% in 2008.

Amidst all the hustle and bustle, the selection of the right CRM platform has been a dilemma for every business.

If you are also wondering whether to go for Salesforce CRM development or ServiceNow implementation, then you have landed in the right place.

In this blog post, we are going to discuss the two most important CRM platforms, Salesforce and ServiceNow. You will learn about the features of Salesforce and ServiceNow, their products, and how both CRM will help you achieve your business goal.

By the end of the post, you can also understand the importance of Salesforce consulting services and ServiceNow integration.

Without any further delay, let’s start discussing and understanding Salesforce vs ServiceNow, which is a better CRM?


Salesforce CRM is a cloud-based platform that is designed to help businesses in their daily operations related to customers. Salesforce CRM also helps users to maintain and grow a long term strong relationship with customers.

salesforce logo

It offers multiple services and features including, real-time analytics, social integration, well-organized marketing strategies, B2B & B2C operations, and many more.

Salesforce products like Sales Cloud, Service Cloud, Marketing Cloud, etc. will supercharge every aspect of your customer interaction and fasten your growth rate.

The primary work of this CRM system is to store the details of particular customers and sellers, analyze the stored details, and present them to the users as action-driven insights.

The user, who opts for Salesforce implementation services, can also leverage the power of the following platforms: Android, iPhone, web-based, and Windows.

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Salesforce and Its Major Services & Products

Sales Cloud

Salesforce through its Sales Cloud implementation services helps companies and their sales teams to make a more insightful and accurate decision and convert more leads. Sales cloud improves productivity, and the pipelines will be filled with stronger leads irrespective of devices or places.

Salesforce CPQ

Technically it compliments Sales Cloud. Here CPQ stands for Configure, Price, and Quote. It automates quoting, billing, contracting, and the order making process. Businesses can create quotes rapidly and more precisely.

Service Cloud

Business, with the help of Service Cloud, can excellently improve the efficiency of customer support by making it more like a self-service portal for their clients.

One of the best benefits of opting for Salesforce Service Cloud is that it enables businesses to offer rapid and smarter support to their businesses.

There is also Field Service Lightning that connects the entire workforce and delivers productive, faster, and intelligent onsite support.

Marketing Cloud

To enable businesses to develop strong and well-informed marketing strategies, Salesforce offers Marketing Cloud implementation services. Marketing cloud complements Salesforce Data Management (DMP) platform and Pardot.

Together all three make a complete marketing package that results in improving customer interaction rate through the cross-channel journey. Businesses can opt for Marketing cloud integration services, and offer exceptional customer experience across web, mobile, email, advertising, and social channels.

DMP – Data Management Platform enables users to strengthen marketing activities by providing a valuable customer experience. Businesses can build healthy customer relationships across every touchpoint.

Pardot is a B2B marketing platform that supports email marketing, lead scoring, nurturing, and many more.

Commerce Cloud

Designed and developed to cater to online businesses, Commerce Cloud solutions empower online shop keepers with personalized, innovative, and AI-Powered commerce solutions that will help them in operations such as marketing, merchandising, and promotion across multiple channels such as web, mobile, social, and many more.

There is also a Commerce Cloud order management tool that gives businesses real-time inventory visibility. It will also empower the order lifecycle management process across multiple channels.


It compacts with sales analytics and service analytics. The former one enables users to rapidly gain pipeline visibility with the help of Einstein Discovery to make a fast and smart decision.

The latter one gives detailed insights about the team performances that drive greater customer experience.


Evident to its name, this CRM platform majorly deals with the service aspects, and it works on the principle of Service Management. ServiceNow delivers top-quality IT asset management solutions to businesses of all sizes and scales.


Also known as the IT service management platform, this tool strengthens IT operations and business management. Generally, mid-sized and big companies use ServiceNow. Since it is also a cloud-based platform, businesses can access it from anywhere and anytime.

ServiceNow and Its Features & Products

Program Testing

It allows customers to easily track their requests, and enhance the functionality of refuting the applications’ risks. The program testing helps in separating the test files and improves maximum rollbacks.


Form initializes multiple tests that are conducted for the reflection of user activities, and then it will be sent for the authentication process. Users with the help of extra server-side scripting can achieve complex operations with the help of JavaScript.

No Integration

This is a solitary & integral tool that maintains several other integrations, which operate on mobile and web versions. Applications built by the ServiceNow platform are meticulously tested, nicely tried, and excellently rolled out without any bug or glitch.

Salesforce Vs ServiceNow – A Comprehensive Comparision

Factors Salesforce ServiceNow
Pricing $75 per month $100 per month
Suitability For various companies & various departments For ticketing queue from an incident standpoint
Ease of Use Data input & data access App building & customization
Integration Thousands of integrations Restricted integrations
Load Time A few seconds Also takes a few seconds
Supported Platform Android, Windows, iPhone Android, electronic, and iPhone
Accessibility Management Available in Salesforce ServiceNow does not offer
Audit Trails Only available in Salesforce Not Available

The Conclusion

The use of Salesforce and ServiceNow CRM platforms depends on business requirements. Both the platforms are excellent at their respective places. One has to understand that these are two different solutions that serve a different set of audience.

The selection of the right platform depends on your business needs and situation.

To get more ideas on Salesforce implementation services, you can connect with FEXLE Services, a Salesforce Gold Consulting Partner that has a seasoned team of Salesforce professionals with years of industry experience.

Now, it’s up to you what you choose. Analyze your business requirements and make an informed decision accordingly.

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