What users are saying about
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Top Rated
179 Ratings

Appian

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Top Rated
179 Ratings
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Score 8 out of 100
8 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

Appian

I believe that Appian is very well-suited to provide an approval work-flow. For making requests where there is a specific hierarchy of approvals that must occur, it is great. For example, if an employee needs to make a capital request for a long term project, the number of approvals can be set based on the amount of the items/work that is to be capitalized. If the amount is < 10000, maybe only manager approval is required. If the amount is over 10,000, Department Budgetary approval is also required. Over 25,000, Finance approval is required. Over 100,000, executive approval is required. Appian makes it very easy to set these conditions and send out tasks based on them. Appian also Excels at reporting. Appian provides the tools to report on any of the data that is captured in the request. This data can be exported to Excel to be used for audits or data management. Data can be reported in a variety of ways grid format, generate a pdf, or with charts and graphs. I don't believe that Appian should be used to replace any cost accounting type of functions. There are enterprise systems, such as Oracle that do a better job with that. Appian's strength is providing workflows.
Christine Mulready | TrustRadius Reviewer

ServiceNow Customer Service Management

If you're looking for something simple and easy to use for a few thousand people, SNOW is it. Simple top to bottom filling out of forms can be trained to almost anyone within a few days. The autocomplete feature for most fields is an excellent time-saver. The only issue with reporting is that sometimes you're missing certain information that you may need, like tasks vs incidents.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Low-Code Development

Appian
8.2
ServiceNow Customer Service Management
Visual Modeling
Appian
7.6
ServiceNow Customer Service Management
Drag-and-drop Interfaces
Appian
8.2
ServiceNow Customer Service Management
Platform Security
Appian
9.3
ServiceNow Customer Service Management
Platform User Management
Appian
7.6
ServiceNow Customer Service Management
Reusability
Appian
7.9
ServiceNow Customer Service Management
Platform Scalability
Appian
8.6
ServiceNow Customer Service Management

Incident and problem management

Appian
ServiceNow Customer Service Management
9.2
Organize and prioritize service tickets
Appian
ServiceNow Customer Service Management
10.0
Expert directory
Appian
ServiceNow Customer Service Management
9.0
Subscription-based notifications
Appian
ServiceNow Customer Service Management
9.0
ITSM collaboration and documentation
Appian
ServiceNow Customer Service Management
9.0
Ticket creation and submission
Appian
ServiceNow Customer Service Management
9.0
Ticket response
Appian
ServiceNow Customer Service Management
9.0

Self Help Community

Appian
ServiceNow Customer Service Management
9.0
External knowledge base
Appian
ServiceNow Customer Service Management
9.0
Internal knowledge base
Appian
ServiceNow Customer Service Management
9.0

Multi-Channel Help

Appian
ServiceNow Customer Service Management
9.0
Customer portal
Appian
ServiceNow Customer Service Management
9.0
IVR
Appian
ServiceNow Customer Service Management
9.0
Social integration
Appian
ServiceNow Customer Service Management
9.0
Email support
Appian
ServiceNow Customer Service Management
9.0
Help Desk CRM integration
Appian
ServiceNow Customer Service Management
9.0

Pros

Appian

  • I have observed after version 17.1 we have a lot of good features in Appian that improve usability (UX). This adds real value in this competitive Digital space.
  • You can understand business use case and convert it to a logical process automation.
  • Process Modeller has improved a lot and providing smart services use adds more value.
  • Service integration helps us to seamlessly integrate with third-party systems
Ravi Joshi, PMI-ACP® | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Allows for clear communication between help desk and end users.
  • Provides a clean inventory option for both hardware items and software licenses.
  • Navigation is very intuitive and user friendly.
  • Many reporting features for all levels of the company.
Anonymous | TrustRadius Reviewer

Cons

Appian

  • Advanced functionality requires use of the Appian expression language. The more advanced the logic, the harder it is to build with the expression language. This means development expertise is more relevant if you need advanced functionality, which I imagine applies almost all the time. I would much prefer if they allowed some common language such as JavaScript out of the box.
  • Debugging has proved difficult. It’s easy for developers to get the app to or feature to a “working” state but it needs robust alpha testing.
  • Deployment can be tricky. When a solution gets big and there are many teams and dependencies, it needs a careful process to ensure things don’t break.
  • Reasuability of Appian objects is both a pro and con. Reusing objects across apps may be more trouble than its worth because of creating heavy dependencies. Experience is helpful to strike the right balance.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Reporting could be more granular.
  • Slow loading pages more often than not.
  • Updating of categorization can take a long time to propagate.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Appian

Appian 9.0
Based on 16 answers
We recently renewed our license with Appian. We are convinced that its flexibility, relative ease of use, the support they provide, there mobile advancements and their general willingness and desire to see us succeed all contributed to our reason to renew our agreement with Appian
Michael Campbell, PMP,CSM | TrustRadius Reviewer

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

Usability

Appian

Appian 8.6
Based on 45 answers
Great platform for providing business process management. Fairly easy to learn tool (especially now that I have seen the evolution over 5 years). More difficult to master, but there is a great community that is always willing and able to help solve your problem.
Helmut Arnold | TrustRadius Reviewer

ServiceNow Customer Service Management

ServiceNow Customer Service Management 10.0
Based on 1 answer
Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.
Anonymous | TrustRadius Reviewer

Support Rating

Appian

Appian 8.1
Based on 123 answers
We have a mixture of onsite and offshore support by Appian and their partner Cognizant. Our stated support hours for the business are 9-5pm Mon-Fri. Cognizant being located in India provides us with coverage up to 9pm should anything happen that needs urgent attention. Appian Cloud Support are also there should we have any issues connecting to the application.
Paul Cabrelle | TrustRadius Reviewer

ServiceNow Customer Service Management

ServiceNow Customer Service Management 9.0
Based on 1 answer
Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.
Anonymous | TrustRadius Reviewer

In-Person Training

Appian

Appian 9.0
Based on 1 answer
As analyst I participated in a developer boot camp. At times it was hard to keep up but most of the time it made sense. Trainer took the time to explain and slowed pace down to answer questions etc.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

Online Training

Appian

Appian 10.0
Based on 1 answer
Really great training platform. Very visual and easy to use.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

Implementation Rating

Appian

Appian 9.0
Based on 8 answers
It was really seamless. SaaS in the true definition of the word. We logged on and started using the product. Very easy.
Peter Newnam | TrustRadius Reviewer

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

Alternatives Considered

Appian

The main advantage of Appian is the cost structure that is more suitable for starting a test-project to see how develop in Appian and most of all how Appian is accepted inside the company. In few weeks you can show the first results and start the journey on digitalization.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

No answers on this topic

Return on Investment

Appian

  • Our objective to reduce customer effort when dealing with government by 25% was exceeded. In the process of applying for an alcohol licence renewal alone, we saw approximately 80% reduction in time and effort for the business customer - and that was just a prototype! Imagine the possibilities when this is taken into a live environment!
Lynley Johnston | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Ease of use between departments has been a huge success.
  • Uptime is almost perfect, it's just that the pages load a bit slower sometimes.
  • Any kind of outage has been handled very promptly.
Anonymous | TrustRadius Reviewer

Screenshots

ServiceNow Customer Service Management

Pricing Details

Appian

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Appian Editions & Modules

Edition
Free$0
Standard60.002
Flat FeeContact Sales3
EnterpriseContact Sales4
  1. per user per month
  2. one fixed price per app, unlimited users
  3. unlimited number of apps, priced by user
Additional Pricing Details

ServiceNow Customer Service Management

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

ServiceNow Customer Service Management Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Appian
8.3
ServiceNow Customer Service Management
8.0

Likelihood to Renew

Appian
9.0
ServiceNow Customer Service Management

Usability

Appian
8.6
ServiceNow Customer Service Management
10.0

Support Rating

Appian
8.1
ServiceNow Customer Service Management
9.0

In-Person Training

Appian
9.0
ServiceNow Customer Service Management

Online Training

Appian
10.0
ServiceNow Customer Service Management

Implementation Rating

Appian
9.0
ServiceNow Customer Service Management

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