e-automate vs. ServiceNow Customer Service Management

For the office equipment industry, there is none better than e-automate. I've used other software and assessed newer offerings, but they all lack the complete suite of tools necessary for our business. Managing multiple ERP solutions and other information silos can take up valuable time. E-automate allows businesses to consolidate those silos into one centralized platform. Unless you are a business with 5 or fewer customers, e-automate can greatly improve your business efficiency and help drive revenue.

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.

• Dispatching Technicians to Service calls.
• Invoicing Service Contracts.
• It offers a wide variety of reports.
• I like the way I can create a sales order and right click and instantly create a purchase order for that sales order, and the process continues when I clear the PO, it releases the items on the Sales order for shipment.
• Keeping track of Equipment has never been easier.

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

• When attaching related items to equipment, it seems that you have to jump through a bunch of different hoops to make sure it shows up.
• Customer service is slow and can sometimes takes weeks to respond to issues that need to be addressed, and that is only to get the ball rolling for a call to take place.
• With every update, it seems that instead of just adding features they change old features so then you have to go back and relearn everything. This is especially difficult when it comes to clocking specific buttons that have moved or when words change. For example, when adding contracts, it used to say include in expiring copies and now it says exclude.
• PLEASE CREATE A FUNCTION WHERE YOU CAN HAVE MORE THAN ONE TAB OPEN AT A TIME. i.e. dispatch and sales orders split screen to one another. So, you don't have to lose your spot closing out of sales ordered to put in a service call.

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

I couldn't imagine going back to how we used to run our business. We are spoiled now.

Incentivized

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.

Incentivized

Sometimes when you need answers quickly, a voice on the phone is far better than having to wait for email support or a callback. I have found this to have delays and feel ECI e-automate should invest more in its support infrastructure.

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

I have used many different ERP programs over the years. It's hard to compare e-automate to other programs because a lot is dependent on the client (size, needs, etc.). I would probably put e-automate in the lower tier when stacked up against some of the other solutions. I think at one point, they were much higher, but we haven't seen much technological advancement from e-automate over the years, where the other companies have really moved along.

Incentivized

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.

• The e-automate will stop working if we stop paying each year. We chose not to go to the cloud and buy the software. QuickBooks and other software are a one-time fee.
• E-automate has very few outside vendors for add-on modules.
• The vendors that do have modules are costly.

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