Bonita Platform vs. ServiceNow Customer Service Management

Well suited for low code/no code applications centered around approval flows. It has built-in task management for users to see their pending actions, comments, statuses, etc. It has a very nice design for process flows. Less appropriate may be for generic type applications with complex screens and logic within those screens that need a lot of data to process.

Incentivized

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.

• Bonita seems particularly suited for processes requiring a great deal of human interaction. Its user model allows you to control access to business processes in a fine-grained way. This allows for business processes to move smoothly between users and services as the process advances.
• The definition and usage of custom forms from the latest version of Bonita seems particularly powerful. It allows for a thorough customization of the look-and-feel and does not require complex developments.
• The web interface and administration section have greatly improved in the latest versions. Installation and configuration of processes has become more flexible and more structured. The administration section gives a good view on failed processes, allowing to analyse problems in an efficient way.

Incentivized

• 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.

Incentivized

• There is a learning curve beyond the boot camps that needs to be addressed with more structured curriculum.
• The full stack technologies are industry standard, but these [are] challenging to learn and could use a learning path and orientation. There's probably opportunity for third-parties here to help with learning and adoption.

Incentivized

• Adding in additional chat features would be nice
• Viewing where you stand in priority
• Having a way to automate more of the processes

Incentivized

We just renewed our license

Incentivized

Bonita Platform has allowed us to develop GUI relatively fast using its UI Designer while being able to seamlessly integrate our business logic in Java in a BPMN2 process diagram. It gives a nice productivity boost but still requires programming know-how to be able to deliver the final solution to your business problems.

Incentivized

ServiceNow Customer Service Management tool gives a clear visibility on the KPI's and trends of issues being raised by customers. Proper and timely updates are received at both agents and customers end. Also, communication between the two has become more efficient. As they tool supports customisation, which has improved the overall process and growth.

Incentivized

Engine itself is efficient enough for most cases I dealt with. It can also be extended by clustering. I have done performance tests with JMeter and only managed to induce the crash of... JMeter. If there are efficiency issues they usually concern bad design/implementation of created apps or bottlenecks in integrated systems. Although I have met two cases with efficiency loss.

1. Java 7 related PermGen saturation caused by big number of installed apps (there is no jar dependency reusal between apps option).

2. Big number of waiting event handlers in processes stresses the database.

Incentivized

It was sometimes difficult to get support on Bonita API.

Incentivized

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.

Incentivized

Nothing in particular

Incentivized

RHPAM is maybe a very good BPM process engine but is very limited to build a complete application.

We also try site soft W4 which needs more developments to build an application. We finally choose Bonita which is easier to get ready with.

Incentivized

Atlassian Jira was not a cost effective solution for us, and it lacks couple of feaures as well. Zoho Desk however was fulfilling our requirements but Zoho's support systems were not up to our expectations. The support team's response was delayed and resolutions were not satisfactory. Also, to use the product to it's full efficiency, it requires us to purchase add-ons.

Incentivized

Respect of BPMN standard over the long term. Good enhancements by Bonitasoft for new use cases, for example the introduction of a real form editor even if it has been technically difficult to manage. Once done though, we have far greater possibility of human interaction.

Incentivized

• Case management provided as better tracking which help us to meet SLAs.
• Auto email notification helps to address "Where are my request" answers which eventually increased our customer delight index.
• By using the third-party integration, we are able to provide visibility w.r.t end to end request status.

Incentivized

• 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.

Incentivized