Salesforce has been the blue eyed boy of the SaaS industry and is currently the market leader in this segment. Salesforce.com's sale jumped by 24% to $6.7 billion in 2016 and the San Francisco-based company is on track to hit $10 billion in revenue for the current fiscal year.
But technology investors found another favourite in ServiceNow. Last year, SaaS services based seller, ServiceNow's 2016 sales grew exponentially by 38% to $1.4 billion, and it became the fastest-growing enterprise software company with more than $1 billion in revenue.
ServiceNow, founded in 2004, started with development of software that supports service segment of the industry by following the information technology service management (ITSM) model. In layman terms, these were IT help-desk tools for tracking internal company issues. Today ServiceNow’s ticket to enterprise success is a completely cloud driven solution that supports processes in the company as per ITIL, ITSM and ITAM etc.
A modern enterprise is complex maze of processes that span through multiple departments and software systems. Conventional BPM tools usually lose steam as the process traverse outside the bounds of a single system. It is here that ServiceNow’s forms, workflow and knowledge-store work their magic and bring value to the enterprise.
As Salesforce.com has expanded into marketing, customer service and now even e-commerce, ServiceNow has made similar forays into customer-service tools, increasing the domain of common offering for both SaaS giants.
While Salesforce has strong service ticket management capabilities, it is primarily an engagement tool, with limited ability to scratch beneath the surface of the problem. ServiceNow on the other hand has enhanced visibility into bottlenecks and other issues. This, combined with workflow and orchestration capabilities, enables proactive communications to potentially affected customers before they contact a service provider. Driven by ITIL principles, ServiceNow ensures closed loop problem solving in the process ensure core product improvement in additions to process streamlining. All these capabilities put together give ServiceNow an edge in problem solving and root cause analysis in comparison with workflow driven customer expectation management that Salesforce provides.
Apart from this key nuance, both Salesforce and ServiceNow hold strong credentials. As a matter of fact, multiple connectors are available that allow both these systems to integrate tightly (Perspectium Replicator, Crossfuze Salesforce integration – available on the ServiceNow store).
In an interesting development, an information leak revealed that ServiceNow is on the acquisition prospect list of Salesforce. The competition is bound to get tighter and only time will tell what will be the outcome of this clash of SaaS titans.
With our expertise on both Salesforce & ServiceNow, we can be the ideal technology partner your company needs by its side when you want to integrate Salesforce and ServiceNow. With our agile development methodology we are able to drive a faster time to market using a unique iterative implementation methodology. Check out our expertise in ROI inducing Salesforce consulting services & ServiceNow Consulting Services that includes consulting, migration, development, deployment, integration, support/maintenance/upgrade, and performance tuning.