How does ServiceNow CRM & Customer Interaction score on different parts?
In our study, we also inspected the various tools of ServiceNow software. More than 180 evaluation criteria were examined. The image below illustrates the pros and cons of ServiceNow platform, in general terms. Please note that Passionned Group is 100% independent of the software vendors in our research. We do not sell licenses, we do not make deals or have any legal ties to the vendor. Among other things, we help and advise companies in the proper selection of CRM systems.
Figure 1: Scorecard of the CRM provider ServiceNow. The best supplier on a particular topic gets a maximum of 100 percent. Source: The CRM & Customer Interaction Guide 2024. Do you want additional information about our CRM & Customer Interaction guide? Click here to download this guide.
The ServiceNow analysis was done by intercepting big data and thoroughly analyzing it. More than 293 documents later we know that ServiceNow excels in customer service management. In this analysis process, both machine learning models and the critical eye of an experienced and independent CRM specialist played a key role in finalizing the validation process.ServiceNow in our CRM & Customer Interaction Guide 2024 
In our 100% vendor-independent CRM & Customer Interaction Guide we have collected all the ins and outs of ServiceNow for you. You get access to hundreds of (shorter) trainings, tech talks, demos, lectures, tutorials, and always have the latest CRM news. In addition, this guide will help further develop your knowledge about CRM & Customer Interaction.
ServiceNow and their complete CRM & Customer Interaction product portfolio
The vendor ServiceNow has (a minimum of) 4 products in the realm of CRM & Customer Interaction. Below, we rank and describe the products in order of relevance:
What is ServiceNow platform?
In this section, we report the (main) characteristics of ServiceNow platform, including some of its features and any related products. This product group consists of ServiceNow Store, ServiceNow Virtual Agent, and ServiceNow Reporting. This product can be characterized by the following features:
- automation platform
- no-code
- workflow automation
Do you want to know everything about all the functionalities (100+) of ServiceNow platform? In that case, order the CRM & Customer Interaction Guide™ 2024 here.
Lacking capacity and want to hire an experienced ServiceNow platform consultant?
Do you want to hire a freelance ServiceNow platform developer who can help you get started, and implement a professional ServiceNow platform application? You can always call on the ServiceNow platform specialists at Passionned Group. Indeed, hiring ServiceNow platform developers is not always preferable. Leave a message here and we will be happy to work for you.
What is ServiceNow Store?
We don’t reveal everything here but, in this paragraph, we give you insight into the key behaviors of ServiceNow Store, including some of its features and any related products. This product can be defined by the following characteristics:
- account
- automate tasks
- contact
- customer interactions
- customer service
- data protection
- search
Do you want to know everything about all the functionalities (100+) of ServiceNow Store? Download the CRM & Customer Interaction Guide™ 2024 here.
What is ServiceNow Virtual Agent?
We do not display all the features here but, in this paragraph, we report the (main) characteristics of ServiceNow Virtual Agent, including some of its features and any related products. ServiceNow Virtual Agent can be defined by the following properties:
- account
- contact
- customer service
- data protection
- generative ai
- incidents
- search
Do you want to know the intricacies of all elements (100+) of ServiceNow Virtual Agent? Open the CRM & Customer Interaction Guide™ 2024 here.
What is ServiceNow Reporting?
We don’t reveal everything here but, in this paragraph, we provide a description of ServiceNow Reporting, including some of its features and any related products. The product ServiceNow Reporting can be best characterized by the following properties:
- advanced reporting
- contact
- incidents
- reporting
- search
Are you curious about all the functions (100+) of ServiceNow Reporting? Then download our CRM & Customer Interaction Guide™ 2024 here.
ServiceNow platform tools and the version history
Over time, ServiceNow has seen a stable evolution with respect to CRM & Customer Interaction functionality.
We reviewed ServiceNow’s current releases of its product portfolio. Below you can see the structure of the various releases of the various CRM & Customer Interaction ServiceNow products:
- ServiceNow platform: May 29 2022
Behind each product, we mention the version numbers, the older the version the more backward the version is in the list.
What are the licensing costs of ServiceNow Store, ServiceNow Virtual Agent, and ServiceNow Reporting?
In many cases, it can be difficult to determine the licensing costs of ServiceNow CRM & Customer Interaction because it depends on the country, the number of users (and/or the number of cores if you want to run it on a server), the connectors to data sources, and at what point in the year you request a quote. If you request a quote just before the end of ServiceNow’s fiscal period, you can probably get a decent reduction in the license cost. As part of a cloud-first strategy, it makes sense to run the software in the cloud. You then only pay for what you use. The purchase cost of ServiceNow Store, ServiceNow Virtual Agent, and ServiceNow Reporting may not be the largest amounts, but maintenance and support do put a strain on your budget each year.
What makes ServiceNow CRM & Customer Interaction worth watching
In our study, we see that ServiceNow in the field of CRM & Customer Interaction software has a few specific features which may be the deciding factor in purchasing. This makes ServiceNow platform more or less unique: automated task and data anonymization.
The advantages and disadvantages of ServiceNow platform
Figure 14: Tag cloud with the strength-weakness analysis of ServiceNow CRM & Customer Interaction
In the following paragraphs, we name all the advantages and disadvantages of ServiceNow CRM & Customer Interaction, ServiceNow Store, ServiceNow Virtual Agent, and ServiceNow Reporting, et cetera. There is momentum, because: ServiceNow may be working with partners to building on features that meet specific customer needs at this time (such as support for b2c, lead qualification, lead generation, lead scoring, sales automation, sales pipeline, lead conversion, cross-selling, mobile crm, and convert leads). It may also be that a feature has not yet been adequately described.
Share your experience
Write a review about ServiceNow CRM & Customer Interaction here. Your observations may then start to count and contribute to a better, even more balanced assessment of ServiceNow platform.
1. ServiceNow Customer Service Management
The company has an excellent performance in our current CRM & Customer Interaction survey on the section ‘Customer Service Management’, given that they score 96% on this, relative to other vendors. We looked at the following criteria, among others: customer service, case management, ticketing system, field service management, incidents, and call center CRM. In total, we examined 9 features within this discipline. Would you like to learn more about the topic ‘Customer Service Management’? Then download here our CRM & Customer Interaction Guide.
2. ServiceNow Infrastructure
ServiceNow has a good score in our objective CRM & Customer Interaction survey on the subject ‘Infrastructure’ with a score of 77%, relative to other vendors. We looked at the following criteria, among others: authentication and data security. In total, we examined 56 criteria in this category. Are you excited about the topic ‘Infrastructure’? Then download here our CRM & Customer Interaction Guide 2024.
3. ServiceNow Customer Data
The vendor ServiceNow has a good score in our 100% vendor-independent CRM & Customer Interaction study on the section ‘Customer Data’ with a score of 76%, relative to other vendors. We looked at the following criteria, among others: account, appointment, customer data platform, and data protection. In total, we examined 45 criteria within this section. Would you like to go into more depth with the topic ‘Customer Data’? Then download here our CRM & Customer Interaction Guide 2024.
4. ServiceNow Automation Platform
The vendor ServiceNow has a good rating in our objective CRM & Customer Interaction survey on the section ‘Automation Platform’ with a score of 67%, relative to other vendors. We looked at the following criteria, among others: marketing automation, sales automation, process automation, generative ai, business process management, all-in-one marketing automation, and app marketplace. In total, we examined 28 features within this discipline. Would you like to learn more about the topic ‘Automation Platform’? Then download here our CRM & Customer Interaction Guide.
5. ServiceNow Customer Relationship Management
The vendor ServiceNow has a good performance in our objective CRM & Customer Interaction survey on the section ‘Customer Relationship Management’ with a score of 58%, relative to other vendors. We considered the following factors: customer interactions and small businesses. In total, we examined 25 criteria in this category. Are you excited about the topic ‘Customer Relationship Management’? Then download here our CRM & Customer Interaction Guide 2024.
6. ServiceNow Task Management
ServiceNow has a good score in our objective CRM & Customer Interaction survey on the subject ‘Task Management’, given that they score 56% on this, compared to other vendors. We considered the following factors: repetitive tasks, task list, automate tasks, and create tasks. In total, we examined 13 criteria within this section. Would you like to go into more depth with the topic ‘Task Management’? Then download here our CRM & Customer Interaction Study.
7. ServiceNow Sales Management
ServiceNow has a moderate performance in our 100% vendor-independent CRM & Customer Interaction study of the theme ‘Sales Management’, given that they score 47% on this, compared to other vendors. We looked at the following criteria, among others: opportunity management and customer journeys. In total, we examined 51 features within this discipline. Would you like to delve further into the topic ‘Sales Management’? Then download here our CRM & Customer Interaction Guide 2024.
8. ServiceNow Campaign Management
The company has a moderate rating in our recently updated, independent CRM & Customer Interaction study on the section ‘Campaign Management’ with a score of 41%, compared to other vendors. We considered the following factors: email marketing, email campaigns, and drip campaigns. In total, we examined 25 selection criteria within this main theme. Would you like to go into more depth with the topic ‘Campaign Management’? Then download here our CRM & Customer Interaction Guide 2024.
9. ServiceNow Reporting
The vendor ServiceNow has a moderate rating in our objective CRM & Customer Interaction survey on the subject ‘Reporting’, given that they score 40% on this, compared to other vendors. We looked at the following criteria, among others: CRM analytics, advanced reporting, bounce rates, sales dashboards, reporting dashboards, interactive reporting, and pipeline chart. In doing so, we assessed the following products: ServiceNow Reporting. In total, we examined 11 features within this discipline. Would you like to go into more depth with the topic ‘Reporting’? Then download here our CRM & Customer Interaction Guide.
10. ServiceNow Data Quality
ServiceNow has a moderate score in our study on the subject ‘Data Quality’ with a score of 30%, compared to other vendors. The following criteria were used: merge duplicate and duplicate search. In total, we examined 16 features within this discipline. Are you planning to specialize further in the topic ‘Data Quality’? Then download here our CRM & Customer Interaction Study 2024. Or take a deep dive in the following content:
11. ServiceNow Lead Management
The vendor ServiceNow has a poor score in our 100% vendor-independent CRM & Customer Interaction study on the subject ‘Lead Management’. The score amounts to 6%, compared to other vendors. We considered the following factors: lead generation, lead conversion, and lead scoring. In total, we examined 12 aspects in this category. Would you like to learn more about the topic ‘Lead Management’? Then download here our CRM & Customer Interaction Study.
Want to know more? Then order the CRM & Customer Interaction Guide™ 2024 here
In which sectors is ServiceNow CRM & Customer Interaction most active?
In our objective CRM & Customer Interaction survey, we also found out which industries a software vendor specializes in. These are the industries where ServiceNow has the largest footprint: banking, education, governments, healthcare, insurance, manufacturing, public sector, real estate, retail, and telecom.
ServiceNow software is most used by…
The CRM & Customer Interaction software from ServiceNow is most often mentioned in combination with the following functions/roles: account managers and support agents.
Hire an experienced ServiceNow developer
Education and training course ServiceNow CRM & Customer Interaction
The teachers at Passionned Group give various classes in the field of CRM & Customer Interaction but can also provide specific ServiceNow training, for example as in-company. The following software solutions are addressed: ServiceNow Store, ServiceNow Virtual Agent, and ServiceNow Reporting. Of course, we color such a training with the ideas of the intelligent, data-driven organization.
In conclusion: ServiceNow platform scores high
ServiceNow has a compact product portfolio with which it scores high in our CRM & Customer Interaction survey. ServiceNow CRM & Customer Interaction innovates (approximately) at an average rate of less than 5 features per year, is active (for now) in many different sectors, and specializing in customer service management.
About Passionned Group
Passionned Group focuses on 100% independent CRM & Customer Interaction consulting and the implementation of CRM & Customer Interaction solutions. Our dedicated and passionate consultants help businesses and governments to advance as intelligent, data-driven organizations.
