BMC Helix Remedyforce vs. Soffront CRM

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix Remedyforce
Score 6.1 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
Soffront CRM
Score 7.0 out of 10
Enterprise companies (1,001+ employees)
Soffront offers Soffront CRM Software for Sales, Marketing and Service, which the vendor says is a comprehensive, yet user-friendly platform. All submitted, assigned and resolved cases are tracked within a customizable dashboard. Customer support ticket submissions are automatically routed to the most knowledgeable reps, ensuring the best support. Service Level Agreement (or SLA) Alerts make sure support never falls below committed levels of service. According to the vendor, the product…
$20
per month
Pricing
BMC Helix RemedyforceSoffront CRM
Editions & Modules
BMC Helix Remedyforce
$67.90
per user/per month
1,000 Emails
$4.00
per month
5,000 Emails
$15.00
per month
10,000 Emails
$25.00
per month
Offerings
Pricing Offerings
BMC Helix RemedyforceSoffront CRM
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Features
BMC Helix RemedyforceSoffront CRM
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix Remedyforce
7.7
7 Ratings
5% below category average
Soffront CRM
-
Ratings
Organize and prioritize service tickets9.07 Ratings00 Ratings
Expert directory6.05 Ratings00 Ratings
Service restoration9.07 Ratings00 Ratings
Self-service tools7.95 Ratings00 Ratings
Subscription-based notifications6.06 Ratings00 Ratings
ITSM collaboration and documentation8.07 Ratings00 Ratings
ITSM reports and dashboards8.07 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix Remedyforce
8.0
7 Ratings
2% below category average
Soffront CRM
-
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
Soffront CRM
-
Ratings
Change requests repository9.07 Ratings00 Ratings
Change calendar9.07 Ratings00 Ratings
Service-level management9.07 Ratings00 Ratings
Sales Force Automation
Comparison of Sales Force Automation features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Soffront CRM
7.8
2 Ratings
0% above category average
Customer data management / contact management00 Ratings9.02 Ratings
Workflow management00 Ratings6.02 Ratings
Territory management00 Ratings7.31 Ratings
Channel / partner relationship management00 Ratings9.02 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Soffront CRM
5.0
2 Ratings
41% below category average
Case management00 Ratings5.02 Ratings
Help desk management00 Ratings5.02 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Soffront CRM
9.5
2 Ratings
21% above category average
Lead management00 Ratings10.02 Ratings
Email marketing00 Ratings9.02 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Soffront CRM
6.1
2 Ratings
22% below category average
Task management00 Ratings8.21 Ratings
Reporting00 Ratings4.02 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Soffront CRM
4.7
2 Ratings
47% below category average
Forecasting00 Ratings4.02 Ratings
Pipeline visualization00 Ratings6.02 Ratings
Customizable reports00 Ratings4.02 Ratings
Customization
Comparison of Customization features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Soffront CRM
7.0
2 Ratings
9% below category average
Custom fields00 Ratings7.02 Ratings
Security
Comparison of Security features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Soffront CRM
7.0
2 Ratings
18% below category average
Single sign-on capability00 Ratings6.02 Ratings
Role-based user permissions00 Ratings8.02 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Soffront CRM
6.0
2 Ratings
21% below category average
Social data00 Ratings7.02 Ratings
Social engagement00 Ratings5.02 Ratings
Platform
Comparison of Platform features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Soffront CRM
7.0
2 Ratings
6% below category average
Mobile access00 Ratings7.02 Ratings
Best Alternatives
BMC Helix RemedyforceSoffront CRM
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Salesmate
Salesmate
Score 9.6 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
SAP Business ByDesign
SAP Business ByDesign
Score 7.7 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.0 out of 10
SAP Business ByDesign
SAP Business ByDesign
Score 7.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix RemedyforceSoffront CRM
Likelihood to Recommend
9.0
(12 ratings)
7.0
(2 ratings)
Likelihood to Renew
7.5
(4 ratings)
-
(0 ratings)
Usability
-
(0 ratings)
8.0
(1 ratings)
Support Rating
8.0
(2 ratings)
7.0
(1 ratings)
Implementation Rating
7.0
(2 ratings)
-
(0 ratings)
User Testimonials
BMC Helix RemedyforceSoffront CRM
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
Soffront
Lead generation and follow-up with sales are well suited. Social media integration and reporting/dashboards for insights can be improved.
Read full review
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
Soffront
  • The email marketing platform is wonderful. It allows for tracking and you can do AB testing with it as well.
  • Landing page and form placement with other companies have also been easy. Regardless of website or landing page that you use the forms integrate and you get an email notification whenever a new lead is added to the database.
  • The overall layout of the CRM is also nice to use. You can open up different tabs with information on and then go back to a previous tab without having to use the browser controls. It makes navigating and comparing information very easy to do.
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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.
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Soffront
  • Reporting
  • Loyalty features
  • Social media integration
Read full review
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
Soffront
No answers on this topic
Usability
BMC Software Inc.
No answers on this topic
Soffront
Intuitive UI. Responsive. Features can be accessed very easily. Not a lot of big white spaces between fields and buttons. Straightforward.
Read full review
Support Rating
BMC Software Inc.
They care about your success.
Read full review
Soffront
Reaction times and relationship with vendor is very good. Good answers and solutions to problems/issues logged.
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
Soffront
No answers on this topic
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.
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Soffront
Soffront performs many of the same functions as both of these providers but it offers a great deal more all in one place. I do not have to log into different programs or switch programs to get the information that I need. This has greatly increased efficiency. The pricing for Soffront is also better when you add in the other features that it comes with, in fact it saved me money when I switched.
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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
Soffront
  • The software has been positive for especially on the email marketing side. I have seen about a 23% increase in revenue and new contacts by using the email marketing feature.
  • The landing page and form integration has averaged me about 20 new leads a month for my business which is plenty to keep us busy and on track for growth of the business.
Read full review
ScreenShots

BMC Helix Remedyforce Screenshots

Screenshot of Screenshot of

Soffront CRM Screenshots

Screenshot of Customer Service Dashboard