What users are saying about
41 Ratings
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Top Rated
225 Ratings
41 Ratings
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Score 7.5 out of 101

Salesforce Service Cloud

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Top Rated
225 Ratings
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Score 8.7 out of 101

Likelihood to Recommend

IBM Maximo

IBM Maximo is highly flexible, being able to suit the needs of most of the business that relies on any sort of asset to operate accordingly. Out of the box, Maximo is better suited for companies with large inventories in multiple sites looking for a centralized tracking solution for all of its assets. But, with the proper customization and implementation, it is able to suit small business looking for an efficient solution to track it's inventory as well.
Pedro Henrique de Almeida profile photo

Salesforce Service Cloud

If you are a growing company that uses Salesforce as your source of truth, Service Cloud is a great option to keep Support cases available in one place and to report on the account level. It's also great for Support teams that are tiered, as you can create various tiers to ensure cases are assigned to to appropriate representative. For example, we have a rep who only handles enterprise accounts. These are automatically assigned to her upon case submission
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Feature Rating Comparison

Incident and problem management

IBM Maximo
Salesforce Service Cloud
8.7
Organize and prioritize service tickets
IBM Maximo
Salesforce Service Cloud
8.9
Expert directory
IBM Maximo
Salesforce Service Cloud
7.9
Subscription-based notifications
IBM Maximo
Salesforce Service Cloud
8.5
ITSM collaboration and documentation
IBM Maximo
Salesforce Service Cloud
8.7
Ticket creation and submission
IBM Maximo
Salesforce Service Cloud
9.1
Ticket response
IBM Maximo
Salesforce Service Cloud
9.0

Self Help Community

IBM Maximo
Salesforce Service Cloud
8.8
External knowledge base
IBM Maximo
Salesforce Service Cloud
9.0
Internal knowledge base
IBM Maximo
Salesforce Service Cloud
8.6

Multi-Channel Help

IBM Maximo
Salesforce Service Cloud
8.8
Customer portal
IBM Maximo
Salesforce Service Cloud
8.9
IVR
IBM Maximo
Salesforce Service Cloud
8.5
Social integration
IBM Maximo
Salesforce Service Cloud
8.9
Email support
IBM Maximo
Salesforce Service Cloud
8.9
Help Desk CRM integration
IBM Maximo
Salesforce Service Cloud
8.7

Pros

IBM Maximo

  • We went from server-based Maximo to the SaaS version and we a massive reduction in downtime as well as much faster connection to server in remote areas
Steve August profile photo

Salesforce Service Cloud

  • Service Cloud is easy to use whether you're inputing data or trying to access it.
  • By having a simple interface and creating dashboards, reports and views customized to an individual user's needs, we were able to achieve nearly 100% adoption rate.
  • The highest praise I can give about this product is that our employees barely "felt" its existence in that it never got in the way of reaching the information or providing the information they needed. It never felt cumbersome or like it was getting in the way of doing their job.
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Cons

IBM Maximo

  • Maximo has been a good tool when it comes to managing assets but we miss some of the case management capabilities that some of the tools, such as Predix, have to provide. It may not be the key functionality today, but as we are maturing as an organization I think we will need capabilities where we can start designing predictive models.
  • Maximo is still not a product of choice for asset strategy development. We absolutely want to have Maximo do our Meridium functionality. However, today Maximo lacks that.
  • Maximo mobility has been exceptionally terrible. Because of the user interface it has, we lacked field mobility capability and now we are looking for Click as a potential software.
Vinay Pushkarna, B.Eng, MBA profile photo

Salesforce Service Cloud

  • Salesforce has a flexible model for routing of cases, but it could use improvement in the area of skills based routing and more complicated case assignment based on agent presence. Salesforce has this on their roadmap, so the functionality appears to be coming, but this is a typical area of customization when it comes to implementation.
  • Service Cloud runs many large call centers around the world, but Salesforce could improve upon the process of onboarding and offboarding agents when it comes to high turnover and large call centers. This can certainly be done, but it's a bit of administrative work for customers today.
  • Service Cloud has grown significantly and one evidence of that is the speed of product change in areas such as Questions, Answers, and Chatter Answers. They are all designed to be the same type of interaction where a customer can ask something of the community, be given possible solutions, and continue to post their question and receive an answer. That particular feature has been evolving, though it has not significantly affected existing implementations. The good thing is, the product keeps maturing.
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Likelihood to Renew

IBM Maximo

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 9.5
Based on 4 answers
We love this platform and it's versatility.
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Usability

IBM Maximo

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 9.0
Based on 4 answers
The system is pretty intuitive and easy to learn once you learn some new terminology.
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Support

IBM Maximo

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 4.0
Based on 2 answers
I odten have to repeat myself and find it difficult to communicaye with the support team. My issues take several days to get resolution, but they do stay in contact daily which is good. I have to escalate to tier 3 to get a really good answer.
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Alternatives Considered

IBM Maximo

Maximo is a good tool and, as I suggested, it is the system of choice for us. We continue to explore opportunities where we can replace our legacy systems in risk management and field mobility with Maximo. Maximo has to work harder to provide a clear picture of how we can do effective asset planning, strategy, and maintenance within one system.
Vinay Pushkarna, B.Eng, MBA profile photo

Salesforce Service Cloud

More mature application leading to fewer exception rates and more experience handling complex business scenarios over the years. In terms of market share, Salesforce Service Cloud is widely used as it gives you the flexibility to drag and drop the components without any technical expertise/knowledge. It helps a normal user as it is easy to understand the functionalities in an easy manner. It is cloud-based, hence the information can be accessed anywhere, anytime.
Rajat Sharma profile photo

Return on Investment

IBM Maximo

  • Lower overall cost, looking after servers, arranging maintenance etc. This is a much easier way of working for us.
Steve August profile photo

Salesforce Service Cloud

  • Its easier to use
  • Able to get work done faster
  • No duplicate accounts
Stephanie Chapman profile photo

Pricing Details

IBM Maximo

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Salesforce Service Cloud

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

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