What users are saying about
Top Rated
317 Ratings
54 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.4 out of 100
Top Rated
317 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Feature Set Ratings

    Incident and problem management

    IBM Maximo

    Feature Set Not Supported
    N/A
    7.6

    Salesforce Service Cloud

    76%
    Salesforce Service Cloud ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.2
    82%
    55 Ratings

    Expert directory

    N/A
    0 Ratings
    7.0
    70%
    40 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.1
    71%
    47 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.2
    72%
    42 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    7.9
    79%
    56 Ratings

    Ticket response

    N/A
    0 Ratings
    7.9
    79%
    55 Ratings

    Self Help Community

    IBM Maximo

    Feature Set Not Supported
    N/A
    7.0

    Salesforce Service Cloud

    70%
    Salesforce Service Cloud ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    6.8
    68%
    46 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.2
    72%
    51 Ratings

    Multi-Channel Help

    IBM Maximo

    Feature Set Not Supported
    N/A
    7.7

    Salesforce Service Cloud

    77%
    Salesforce Service Cloud ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    7.2
    72%
    39 Ratings

    IVR

    N/A
    0 Ratings
    7.2
    72%
    25 Ratings

    Social integration

    N/A
    0 Ratings
    7.8
    78%
    34 Ratings

    Email support

    N/A
    0 Ratings
    8.0
    80%
    56 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    8.0
    80%
    49 Ratings

    Attribute Ratings

    • IBM Maximo is rated higher in 1 area: Support Rating
    • IBM Maximo and Salesforce Service Cloud are tied in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    7.8

    IBM Maximo

    78%
    13 Ratings
    7.8

    Salesforce Service Cloud

    78%
    62 Ratings

    Likelihood to Renew

    IBM Maximo

    N/A
    0 Ratings
    9.6

    Salesforce Service Cloud

    96%
    4 Ratings

    Usability

    IBM Maximo

    N/A
    0 Ratings
    8.4

    Salesforce Service Cloud

    84%
    11 Ratings

    Availability

    IBM Maximo

    N/A
    0 Ratings
    8.7

    Salesforce Service Cloud

    87%
    7 Ratings

    Performance

    IBM Maximo

    N/A
    0 Ratings
    8.6

    Salesforce Service Cloud

    86%
    7 Ratings

    Support Rating

    8.0

    IBM Maximo

    80%
    2 Ratings
    7.2

    Salesforce Service Cloud

    72%
    29 Ratings

    Online Training

    IBM Maximo

    N/A
    0 Ratings
    9.0

    Salesforce Service Cloud

    90%
    1 Rating

    Likelihood to Recommend

    IBM Maximo

    IBM Maximo functionalities are the easiest tools and very active with quality Cloud services generation and very easy to provide multiple data analytics and data visualization operations. The tool allows easy inventory management, easy tracking capability, and extremely easy to pull in data from other integrated applications very easy and smoothly through [IBM] Maximo options.
    John Modesto | TrustRadius Reviewer

    Salesforce Service Cloud

    Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes. If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
    Gordon Dalgleish | TrustRadius Reviewer

    Pros

    IBM Maximo

    • Extensive asset tracking and management. IBM Maximo is extremely capable of handling all sorts of assets so you can track every detail and part of the lifecycle of an asset inside an organization.
    • Highly customizable. If the broad array of possibilities inside IBM Maximo still isn't suited for your specific application, it is possible to customize it to a very high degree so it can fit the needs of your organization.
    • Preventive maintenance and services. With IBM Maximo, it is possible to schedule all sorts of preventive maintenance for your equipment, maximizing the uptime of your systems and machinery and minimizing unforeseen events.
    Pedro Henrique de Almeida | TrustRadius Reviewer

    Salesforce Service Cloud

    • Flexibility of data tracked, displayed, reported on, and customized.
    • Single source of truth for support, implementations, sales and management.
    • Ability to integrate through built-in app exchange and easy API.
    • Reporting and emailed reports with direct links to drill down into data.
    • Do virtually whatever you "need" to do.
    Jonathan Tanis | TrustRadius Reviewer

    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 | TrustRadius Reviewer

    Salesforce Service Cloud

    • Incredibly complex to set up and configure.
    • Multiple points of potential failure.
    • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
    • Front-facing community is extremely difficult to configure and comes with many limitations.
    • No help is provided by Salesforce without expensive Premiere Support plans.
    • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
    Anonymous | TrustRadius Reviewer

    Pricing Details

    IBM Maximo

    General

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

    Starting Price

    Salesforce Service Cloud

    General

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

    Starting Price

    $65 per month

    Likelihood to Renew

    IBM Maximo

    No score
    No answers yet
    No answers on this topic

    Salesforce Service Cloud

    Salesforce Service Cloud 9.6
    Based on 4 answers
    Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
    Anonymous | TrustRadius Reviewer

    Usability

    IBM Maximo

    No score
    No answers yet
    No answers on this topic

    Salesforce Service Cloud

    Salesforce Service Cloud 8.4
    Based on 11 answers
    I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
    Anonymous | TrustRadius Reviewer

    Reliability and Availability

    IBM Maximo

    No score
    No answers yet
    No answers on this topic

    Salesforce Service Cloud

    Salesforce Service Cloud 8.7
    Based on 7 answers
    Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
    Anonymous | TrustRadius Reviewer

    Performance

    IBM Maximo

    No score
    No answers yet
    No answers on this topic

    Salesforce Service Cloud

    Salesforce Service Cloud 8.6
    Based on 7 answers
    There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
    Hans Hong | TrustRadius Reviewer

    Support Rating

    IBM Maximo

    IBM Maximo 8.0
    Based on 2 answers
    User friendly. No additional training is required for new users. Easy to use. Ticket creation is very simple.
    Mohammad Equbal | TrustRadius Reviewer

    Salesforce Service Cloud

    Salesforce Service Cloud 7.2
    Based on 29 answers
    It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
    Anonymous | TrustRadius Reviewer

    Alternatives Considered

    IBM Maximo

    We were using an old software called MPX that had a lot of problems. We wanted to change it and move to a solution that would help us improve. The most used software for asset management in the market was IBM Maximo, so we didn't hesitate to adopt it. We have no regrets.
    Gonzalo Segarra | TrustRadius Reviewer

    Salesforce Service Cloud

    I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.
    Anonymous | TrustRadius Reviewer

    Return on Investment

    IBM Maximo

    • Being the core business of my organization, IBM Maximo had a complete ROI for our objectives. We are able to successfully maintain and offer multiple solutions based on our interaction with Maximo.
    • Based on our contracts, we are able to provide a great partnership with IBM thru Maximo and it's tools.
    • We are able to maintain our business with steady market growth based mainly on our offer of the IBM Maximo in various layers.
    Pedro Henrique de Almeida | TrustRadius Reviewer

    Salesforce Service Cloud

    • While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
    • Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
    • We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool
    Anonymous | TrustRadius Reviewer

    Screenshots

    Add comparison