BMC Helix Remedyforce vs. Vtiger

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
Vtiger
Score 8.7 out of 10
N/A
Vtiger is a customer relationship management (CRM) solution with sales and marketing automation, project management, and inventory management capabilities.
$28
per month per user
Pricing
BMC Helix RemedyforceVtiger
Editions & Modules
BMC Helix Remedyforce
$67.90
per user/per month
One Professional - Single App
$28
per month per user
One Professional - Standard
$42
per month per user
One Enterprise - Single App
$42
per month per user
One Enterprise - Standard
$58
per month per user
Offerings
Pricing Offerings
BMC Helix RemedyforceVtiger
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeOptional$10 / user / month
Additional DetailsDiscounts are provided for both annual subscriptions, and for high volume users.
More Pricing Information
Features
BMC Helix RemedyforceVtiger
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix Remedyforce
7.7
7 Ratings
6% below category average
Vtiger
-
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
Vtiger
-
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
Vtiger
-
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
Vtiger
10.0
8 Ratings
26% above category average
Customer data management / contact management00 Ratings10.08 Ratings
Workflow management00 Ratings10.08 Ratings
Opportunity management00 Ratings10.08 Ratings
Integration with email client (e.g., Outlook or Gmail)00 Ratings10.08 Ratings
Contract management00 Ratings10.06 Ratings
Quote & order management00 Ratings10.06 Ratings
Interaction tracking00 Ratings10.06 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Vtiger
9.5
6 Ratings
23% above category average
Case management00 Ratings10.06 Ratings
Help desk management00 Ratings9.06 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Vtiger
10.0
6 Ratings
28% above category average
Lead management00 Ratings10.06 Ratings
Email marketing00 Ratings10.06 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Vtiger
10.0
8 Ratings
27% above category average
Task management00 Ratings10.06 Ratings
Billing and invoicing management00 Ratings10.07 Ratings
Reporting00 Ratings10.07 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Vtiger
9.7
7 Ratings
24% above category average
Forecasting00 Ratings10.06 Ratings
Pipeline visualization00 Ratings10.06 Ratings
Customizable reports00 Ratings9.07 Ratings
Customization
Comparison of Customization features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Vtiger
9.3
8 Ratings
20% above category average
Custom fields00 Ratings9.08 Ratings
Custom objects00 Ratings10.07 Ratings
API for custom integration00 Ratings9.06 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Vtiger
10.0
5 Ratings
31% above category average
Social engagement00 Ratings10.05 Ratings
Platform
Comparison of Platform features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Vtiger
5.0
5 Ratings
40% below category average
Mobile access00 Ratings5.05 Ratings
Security
Comparison of Security features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Vtiger
9.0
8 Ratings
8% above category average
Role-based user permissions00 Ratings9.08 Ratings
Best Alternatives
BMC Helix RemedyforceVtiger
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Score 9.0 out of 10
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Score 9.8 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Creatio
Creatio
Score 9.1 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
Creatio
Creatio
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix RemedyforceVtiger
Likelihood to Recommend
9.0
(12 ratings)
10.0
(8 ratings)
Likelihood to Renew
7.5
(4 ratings)
-
(0 ratings)
Usability
-
(0 ratings)
10.0
(1 ratings)
Support Rating
8.0
(1 ratings)
10.0
(2 ratings)
Implementation Rating
7.0
(1 ratings)
-
(0 ratings)
User Testimonials
BMC Helix RemedyforceVtiger
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
Vtiger
vTiger packs a ton of functionality and capability, but the challenge is getting there. In today's day where everyone is doing more with less, having a solution that meets a couple specific needs and does that well is essential. To me, at times I feel as though vTiger is trying to be a "jack of all trades" solution which ultimately ends up making it more confusing to use. However, on the flip side of that, if you take the time to learn everything about vTiger, I am sure it is an awesome tool but there is a learning curve associated with it. Finally, I would like to see more integrations with other vendors moving forward so if we cannot use vTiger for everything, at least it would have the ability to "talk" with other programs.
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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
Vtiger
  • User-friendly interface.
  • Reliable tracking system and alerts to maintain overall control of the proceses.
  • Meets all the needs of the average company.
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
Vtiger
  • Though you can create reports however you want, they may need to come out in multiple files. I wish this could be aggregated.
  • It's still very simple. There is room for improvement with the setup of the admin panel.
  • The dropdowns function funny when scrolled down. It's picky but it's frustrating.
  • The search function could be improved.
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
Vtiger
No answers on this topic
Usability
BMC Software Inc.
No answers on this topic
Vtiger
I love this CRM, very user friendly. Not conflict and easy to generate the date for reporting.
Read full review
Support Rating
BMC Software Inc.
They care about your success.
Read full review
Vtiger
It is as good as you could expect for a company that operates from another continent. Emails are quickly responded to and do not usually require additional questions or answers. It is quite rare for a company of their size to be as responsive as they are and that makes them a sound choice to deal with.
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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
Vtiger
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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Vtiger
VTiger had better overall cost and native capabilities that other solutions lacked. We used Nutshell CRM for over a year. It was a very efficient contact management system, but it seemed that if we needed to do anything but record contacts, we had to use an add-on. We spent a lot of time exporting and importing between different services. Quoting, invoicing, and payments all had to be manually transferred to our accounting system. It was very frustrating
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
Vtiger
  • Integration Across the Organization - What started out as just a CRM tool for sales is now being used for ticket management and project management.
  • Steep Learning Curve - It is not as intuitive out of the box and really requires a dedicated person to be a vTiger expert which can be challenging and time consuming.
  • Reliability - Sometimes features that worked yesterday don't work today, thus causing more time to complete the same exact task that was done previously. The thing that comes to mind specifically is the main search box as 1/2 the time it works, 1/2 the time it doesn't work.
Read full review
ScreenShots

BMC Helix Remedyforce Screenshots

Screenshot of Screenshot of

Vtiger Screenshots

Screenshot of Vtiger's home page dashboardScreenshot of A typical contact record in Vtiger