BMC Helix Remedyforce vs. Kustomer

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix Remedyforce
Score 5.1 out of 10
N/A
BMC Helix Remedyforce is a cloud-delivered SaaS solution for IT Helpdesk and Ticketing Management.
$67.90
per user/per month
Kustomer
Score 7.7 out of 10
N/A
Kustomer is a customer service CRM platform built for managing high support volume by optimizing experiences throughout the customer service journey. Kustomer was acquired by Facebook in late 2020, but spun out in 2023 and re-launched as an independent entity, Kustomer, LLC.
$89
per month per user
Pricing
BMC Helix RemedyforceKustomer
Editions & Modules
BMC Helix Remedyforce
$67.90
per user/per month
Enterprise
$89
per month, per user
Ultimate
$139
per month, per user
Offerings
Pricing Offerings
BMC Helix RemedyforceKustomer
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional DetailsAll plans require an annual subscription and 8 users minimum.
More Pricing Information
Features
BMC Helix RemedyforceKustomer
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix Remedyforce
7.7
7 Ratings
7% below category average
Kustomer
8.6
17 Ratings
9% above category average
Organize and prioritize service tickets9.07 Ratings9.116 Ratings
Expert directory6.05 Ratings8.314 Ratings
Service restoration9.07 Ratings00 Ratings
Self-service tools7.95 Ratings00 Ratings
Subscription-based notifications6.06 Ratings8.513 Ratings
ITSM collaboration and documentation8.07 Ratings8.013 Ratings
ITSM reports and dashboards8.07 Ratings00 Ratings
Ticket creation and submission00 Ratings8.317 Ratings
Ticket response00 Ratings9.217 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix Remedyforce
8.0
7 Ratings
3% below category average
Kustomer
-
Ratings
Configuration mangement9.07 Ratings00 Ratings
Asset management dashboard9.05 Ratings00 Ratings
Policy and contract enforcement6.03 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix Remedyforce
9.0
7 Ratings
7% above category average
Kustomer
-
Ratings
Change requests repository9.07 Ratings00 Ratings
Change calendar9.07 Ratings00 Ratings
Service-level management9.07 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Kustomer
7.3
13 Ratings
6% below category average
External knowledge base00 Ratings8.213 Ratings
Internal knowledge base00 Ratings6.413 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Kustomer
8.5
17 Ratings
11% above category average
Customer portal00 Ratings8.611 Ratings
IVR00 Ratings8.310 Ratings
Social integration00 Ratings7.514 Ratings
Email support00 Ratings9.217 Ratings
Help Desk CRM integration00 Ratings9.212 Ratings
Best Alternatives
BMC Helix RemedyforceKustomer
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.4 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix RemedyforceKustomer
Likelihood to Recommend
9.0
(12 ratings)
9.0
(38 ratings)
Likelihood to Renew
7.5
(4 ratings)
7.9
(2 ratings)
Usability
-
(0 ratings)
8.3
(4 ratings)
Availability
-
(0 ratings)
9.1
(2 ratings)
Performance
-
(0 ratings)
6.4
(2 ratings)
Support Rating
8.0
(1 ratings)
9.9
(7 ratings)
In-Person Training
-
(0 ratings)
7.6
(2 ratings)
Online Training
-
(0 ratings)
8.3
(2 ratings)
Implementation Rating
7.0
(1 ratings)
7.9
(2 ratings)
Configurability
-
(0 ratings)
7.9
(2 ratings)
Ease of integration
-
(0 ratings)
7.2
(2 ratings)
Product Scalability
-
(0 ratings)
9.1
(1 ratings)
Vendor post-sale
-
(0 ratings)
8.7
(2 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(2 ratings)
User Testimonials
BMC Helix RemedyforceKustomer
Likelihood to Recommend
BMC Software Inc.
[BMC Helix Remedyforce] is probably best suited for an MSP who needs to keep multiple clients separated. If you were an internal IT department I think the additional features it has would be lost. When dealing with an MSP who needs to know what software and what issues have effected specific clients it is very well suited to do that.
Read full review
Kustomer, LLC
I would say the greatest strength of Kustomer is its flexibility. In the hands of a skilled admin, it can be adapted to tons and tons of different use cases. I've been able to make custom displays for different groups of agents, produce complex cross sections of users, draw interesting data relationships combining marketing contacts and customer-initiated contacts. For example, there's really no other data source in our company which could tell you which users received a specific promo code and checked out with it, received their delivery within 14 days and then can related that to the number of times they contacted us about using our product. At the intersection of communication, marketing, data, and relationship-management, Kustomer shines at the center. I would say it falls short when you are trying to coordinate multiple "side conversations" with multiple sources to resolve an issue. This is a tough task for any type of platform, but if you're maintaining 3 different email chains with a 3PL partner, the customer, and a separate internal conversation, it would be confusing anyway!
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Pros
BMC Software Inc.
  • An admin user is able to quickly create a request definition with all of its components from one screen. We use to have to go to the 7 or 8 different screens to create each piece of the request definition.
  • Ability to update multiple Incidents/Service Requests at once with the update button. This allows essentially an inline edit functionality within Remedyforce.
  • Change management schedule is a great feature as well to be able to see how changes align and what there expected start dates/times are.
Read full review
Kustomer, LLC
  • All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open.
  • The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question.
  • We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date.
Read full review
Cons
BMC Software Inc.
  • The ability to monitor/regulate the volume of tickets when you integrate with your monitoring software. We have so many items that trigger alerts, creating a ticket for each is somewhat overwhelming. Would like to be able to better control when an incident should be created.
  • Being able to report on Service requests and tasks together would be nice. Right now I have to do it separately as they are in different buckets, so to speak.
  • Remedy console is an improvement from where it started but can still be a cleaner interface for a tech to be able to work out of for their day to day work.
Read full review
Kustomer, LLC
  • Small chat window--maybe the ability to chat in real-time with the person who received your ticket would help.
  • Different teams could have differently colored notes.
  • The notification bell could be a bit bigger. It's hard to keep track sometimes, when a lot of notes pile on.
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Likelihood to Renew
BMC Software Inc.
The total amount of time spent from installation to configuration for a minimal ticketing system was 2 hours. Maintenance and customization for the application can be completed with a great amount of ease. In addition having a customer portal is an added benefit that pays for itself
Read full review
Kustomer, LLC
I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.
Read full review
Usability
BMC Software Inc.
No answers on this topic
Kustomer, LLC
There is a learning curve, but it is more than worth it, especially to have a dedicated resource pointed at Kustomer and any other software it interacts with. The basic implementation is useful, and powerful - certainly a MASSIVE upgrade over taking care of your customers in an email inbox or shuffling between multiple windows and applications! It is also set up really well to grow and reconfigure with your business. I'm a big fan.
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Reliability and Availability
BMC Software Inc.
No answers on this topic
Kustomer, LLC
I gave it a 10 rating because it is very helpful and the availability is there when needed. I have never had issues with application errors or unplanned outages so far.
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Performance
BMC Software Inc.
No answers on this topic
Kustomer, LLC
Kustomer Performances need improvement. The pages do load very slowly but that might be because of the information they carry. If Kustomer integrates with other software or systems it does slow the performance. They need to find a solution to this.
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Support Rating
BMC Software Inc.
They care about your success.
Read full review
Kustomer, LLC
I did not reach out to Kustomer support when we had an issue. Still, whenever we provide feedback to our manager regarding what can improve based on our experience using Kustomer, our manager always comments that Kustomer support always replies with some positive feedback based on our suggestions.
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In-Person Training
BMC Software Inc.
No answers on this topic
Kustomer, LLC
Because they are very hands-on in training us and very approachable
Read full review
Online Training
BMC Software Inc.
No answers on this topic
Kustomer, LLC
The best training I did was online. Videos teach as well as explain how everything works and what Kustomer's functions are.
Read full review
Implementation Rating
BMC Software Inc.
Learning industry best practices or gaining insight on them from either BMC or an implementation partner would have saved some headaches we faced after roll-out.
Read full review
Kustomer, LLC
Nothing really because it is easy to use. After an hour of using it, we're already getting the hang of it.
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Alternatives Considered
BMC Software Inc.
I previously worked with tools like Service Manager which were difficult to configure, administer and maintain. The support options were very limited. Remedyforce has local US support, dedicated reps, and a more developed infrastructure to work from to support an organization. This runs on the Salesforce platform so worrying about server failures and unscheduled outages was no longer going to be an issue for us. Self service, knowledge base, and change control were just a few highly utilized features that helped employees support themselves and automate very manual processes.
Read full review
Kustomer, LLC
Apps like Intercom, Zendesk, and Gorgios all treat customer inquiries as tickets, just tracking that one issue or interaction with a customer. Kustomer treats each customer as an individual, which allows us to provide top-notch customer service. Customers love that we're able to be more conversational and informal, while still solving their issues quickly. It also helps us build relationships with customers and increases repeat orders.
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Scalability
BMC Software Inc.
No answers on this topic
Kustomer, LLC
Because customer is flexible and scalable
Read full review
Return on Investment
BMC Software Inc.
  • Remedyforce has allowed us to eliminate other solutions that provided similar features. By now using one true ITSM we have been able to save money which in higher education is always a concern.
  • The reports and dashboards allow for a birds-eye view of our daily operations and provide managers and executives the information they need to make important cost saving decisions.
Read full review
Kustomer, LLC
  • We’re getting so much positive feedback — which is not something you traditionally associate with a customer care team — because we’re making it effortless for customers to deliver both positive and negative feedback, and we can now resolve the bad feedback really really quickly.
  • Primarily from our increased efficiency with Kustomer, we’ve seen a significant reduction of $3 to $4 for every cost per contact.
Read full review
ScreenShots

BMC Helix Remedyforce Screenshots

Screenshot of Screenshot of

Kustomer Screenshots

Screenshot of Example of a customer profile within Kustomer.Screenshot of Example of how Kustomer’s automated chats can save agents time by handling less complex requests automatically.