AT&T Workforce Manager vs. ServiceNow Customer Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
AT&T Workforce Manager
Score 10.0 out of 10
N/A
The AT&T Workforce Manager is a field service management and workforce scheduling solution that includes a set of modules and applications suited to the needs of service businesses (e.g. HVAC) that rely on field technicians.N/A
ServiceNow Customer Service Management
Score 7.7 out of 10
N/A
Built on the Now Platform, ServiceNow offers their Customer Service Management solution through the Standard and Professional Customer Service Management bundles. Both include agent workspace, knowledge management, survey and assessment module, and the community module, oriented in this edition to support customers rather than internal employees. The Professional bundle also includes performance analytics, predictive intelligence, and related tools to support customer support agents improvement…N/A
Pricing
AT&T Workforce ManagerServiceNow Customer Service Management
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
AT&T Workforce ManagerServiceNow Customer Service Management
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
AT&T Workforce ManagerServiceNow Customer Service Management
Top Pros
Top Cons
Features
AT&T Workforce ManagerServiceNow Customer Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
AT&T Workforce Manager
-
Ratings
ServiceNow Customer Service Management
7.0
6 Ratings
14% below category average
Organize and prioritize service tickets00 Ratings7.66 Ratings
Expert directory00 Ratings7.95 Ratings
Subscription-based notifications00 Ratings7.15 Ratings
ITSM collaboration and documentation00 Ratings4.55 Ratings
Ticket creation and submission00 Ratings9.16 Ratings
Ticket response00 Ratings6.06 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
AT&T Workforce Manager
-
Ratings
ServiceNow Customer Service Management
4.8
5 Ratings
50% below category average
External knowledge base00 Ratings4.54 Ratings
Internal knowledge base00 Ratings5.25 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
AT&T Workforce Manager
-
Ratings
ServiceNow Customer Service Management
6.3
6 Ratings
23% below category average
Customer portal00 Ratings7.24 Ratings
IVR00 Ratings5.44 Ratings
Social integration00 Ratings3.64 Ratings
Email support00 Ratings7.45 Ratings
Help Desk CRM integration00 Ratings8.25 Ratings
Best Alternatives
AT&T Workforce ManagerServiceNow Customer Service Management
Small Businesses
Kickserv
Kickserv
Score 9.3 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Jotform
Jotform
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
ServiceNow Customer Service Management
ServiceNow Customer Service Management
Score 7.7 out of 10
Kustomer
Kustomer
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
AT&T Workforce ManagerServiceNow Customer Service Management
Likelihood to Recommend
10.0
(2 ratings)
7.4
(6 ratings)
Usability
-
(0 ratings)
10.0
(1 ratings)
Support Rating
10.0
(1 ratings)
9.0
(1 ratings)
User Testimonials
AT&T Workforce ManagerServiceNow Customer Service Management
Likelihood to Recommend
AT&T
Any organization that is collecting any kind of data in the field, especially if they're using paper forms, should strongly consider switching to AT&T if only for their Wireless Forms. Wireless Forms is the most powerful tool in AT&T Workforce Manager. Combine that with Timekeeping and Intelligent Tracking to really improve efficiency and accountability.
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ServiceNow
It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.
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Pros
AT&T
  • Wireless Forms gives users the ability to digitize any paper form. You can include text, number, camera, audio, and bar codes, among other fields.
  • Intelligent tracking provides a location any time a user is moving or performs any action.
  • Robust reporting provides actionable data that organizations can use to make strategic decisions regarding their fleet and workforce.
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ServiceNow
  • 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.
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Cons
AT&T
  • It is currently not possible to create mass geofence alerts. Alerts need to be created per geofence. This can be a big undertaking for organizations with many addresses.
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ServiceNow
  • Adding in additional chat features would be nice
  • Viewing where you stand in priority
  • Having a way to automate more of the processes
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Usability
AT&T
No answers on this topic
ServiceNow
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.
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Support Rating
AT&T
The customer experience/service department and technical support teams work through any situations that arise. They are responsive and provide excellent service.
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ServiceNow
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.
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Alternatives Considered
AT&T
No answers on this topic
ServiceNow
Connectwise targets small to medium enterprises and kept things simple for cross-organizational communications. On the other hand, ServiceNow with users with more than 500 at least, tends to create lag and tension when all are using the app at the same time, especially getting reports in a timely manner.
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Return on Investment
AT&T
  • With AT&T Workforce Manager I've helped government and private organizations save money by identifying idle time in fleets, reducing data collection time in the field, and cutting on employees padding their timesheets.
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ServiceNow
  • The negative impact for my team is the delay in team completing tickets but not a system issue.
  • A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
  • Negative impact is that there is no user job aid or helpful tools for new users.
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ScreenShots