IBM Maximo Application Suite vs. Salesforce Service Cloud

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
IBM Maximo Application Suite
Score 8.1 out of 10
N/A
IBM Maximo Application Suite is an enterprise asset management (EAM) platform.N/A
Salesforce Service Cloud
Score 8.8 out of 10
N/A
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
$25
per month
Pricing
IBM Maximo Application SuiteSalesforce Service Cloud
Editions & Modules
No answers on this topic
Starter Suite
$25
per month
Professional
$80
per month
Enterprise
$165
per month per user
Unlimited
$165
per month per user
Unlimited+
$165
per month per user
Offerings
Pricing Offerings
IBM Maximo Application SuiteSalesforce Service Cloud
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
IBM Maximo Application SuiteSalesforce Service Cloud
Top Pros
Top Cons
Features
IBM Maximo Application SuiteSalesforce Service Cloud
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
IBM Maximo Application Suite
-
Ratings
Salesforce Service Cloud
8.8
68 Ratings
11% above category average
Organize and prioritize service tickets00 Ratings8.866 Ratings
Expert directory00 Ratings8.547 Ratings
Subscription-based notifications00 Ratings9.256 Ratings
ITSM collaboration and documentation00 Ratings8.452 Ratings
Ticket creation and submission00 Ratings9.266 Ratings
Ticket response00 Ratings8.865 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
IBM Maximo Application Suite
-
Ratings
Salesforce Service Cloud
9.0
64 Ratings
15% above category average
External knowledge base00 Ratings9.157 Ratings
Internal knowledge base00 Ratings9.062 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
IBM Maximo Application Suite
-
Ratings
Salesforce Service Cloud
8.9
68 Ratings
15% above category average
Customer portal00 Ratings8.948 Ratings
IVR00 Ratings8.531 Ratings
Social integration00 Ratings8.642 Ratings
Email support00 Ratings9.367 Ratings
Help Desk CRM integration00 Ratings9.259 Ratings
Best Alternatives
IBM Maximo Application SuiteSalesforce Service Cloud
Small Businesses

No answers on this topic

Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Qualys TruRisk Platform
Qualys TruRisk Platform
Score 8.2 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Qualys TruRisk Platform
Qualys TruRisk Platform
Score 8.2 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
IBM Maximo Application SuiteSalesforce Service Cloud
Likelihood to Recommend
7.9
(42 ratings)
9.0
(74 ratings)
Likelihood to Renew
7.6
(4 ratings)
9.5
(6 ratings)
Usability
7.3
(2 ratings)
8.0
(12 ratings)
Availability
-
(0 ratings)
9.5
(19 ratings)
Performance
-
(0 ratings)
8.6
(7 ratings)
Support Rating
7.0
(3 ratings)
7.0
(20 ratings)
Online Training
-
(0 ratings)
9.0
(1 ratings)
Implementation Rating
7.3
(1 ratings)
7.0
(1 ratings)
User Testimonials
IBM Maximo Application SuiteSalesforce Service Cloud
Likelihood to Recommend
IBM
IBM Maximo Application Suite is well suited for organizations looking for an application to track their end-to-end procurement and supply chain process. It can also be used for billing services, but that would mainly be for services provided as part of a work order, not voluminous customer billing. IBM Maximo Application Suite allows us to have one application where someone from procurement can input contracts and details, someone from any various department can create a requisition and superiors can use automated workflow to approve a purchase order, and someone at an operations location can receive and store materials. Subsequently, someone in the field can submit their hours and material used and it be approved via automated workflow for an invoice to be created. Payment functionality is possible, but we did not implement this aspect of IBM Maximo Application Suite. To note, throughout the process, interfacing can be set up to send transactions to your general ledger. As far as interfacing, IBM Maximo Application Suite also offers tools and configuration to set up endpoints. We have been able to set up REST APIs and request/responses without heavy involvement from developers. This is a nice bonus if integrating with multiple applications.
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Salesforce
This is great for cold calling and starting clients from scratch. A lot of entry is required to build a customer profile, but if you are diligent in entering this information, then it can be extremely useful, and you will thank yourself down the road for having an organized database with as many or few details stored. It is a little more challenging for existing customers who have a wealth of information on their files because the transfer of information can be quite tedious.
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Pros
IBM
  • Delivers Out-of-Box solutions for various industries without the need for customization and configuration
  • Modules and Applications are well developed and linked in an orderly way, with proper documentation and help guides that allow end users to start using the system with ease
  • Powerful Work Management, Contracts, Inventory, and Purchasing applications and features that are a better match to other ERP applications today
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Salesforce
  • Allows us to make changes quickly and with relative ease
  • Can be flexible enough to use among several teams who do very different work
  • Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system
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Cons
IBM
  • Hard to implement. A high number of resources and manpower is necessary to implement and upgrade IBM Maximo due to its robustness and number of functionalities.
  • Version fragmentation. Due to the challenge imposed by a version upgrade, it is common to find systems relying on legacy versions of Maximo which might become a challenge for the support team.
  • Unfriendly UI. The excess of functionalities and services available might become a challenge for a starting user. Although it is possible to customize the UI to fit the exact needs of each user, it is important to map exactly what each user needs.
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Salesforce
  • 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.
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Likelihood to Renew
IBM
The versatility, strength, and value that IBM Maximo adds to our company's asset management procedures. The platform has greatly increased operational efficiency and asset performance by streamlining jobs, automating procedures, and offering customizable solutions. Furthermore, IBM's constant assistance and updates have been crucial in meeting changing company requirements. Though there's always potential for improvement.
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Salesforce
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.
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Usability
IBM
The gui screens in IBM Maximo Application Suite are not overly cluttered with options to click and navigate to new areas. That is, the display is more of a layout of fields that the user can either input data or just interpret what is on the screen. For those in IT, there is even a feature (press Alt+F1) that will show you the exact table and column of any field selected.
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Salesforce
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.
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Reliability and Availability
IBM
No answers on this topic
Salesforce
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.
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Performance
IBM
No answers on this topic
Salesforce
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.
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Support Rating
IBM
I have regularly contacted IBM Support to report issues and raise requests for issues we face during project implementations. The response from them has overall been good and to the point, and they get back to us within a day or 2 and guide us through the process of fixing it or providing an interim fix of the product
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Salesforce
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.
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Implementation Rating
IBM
No answers on this topic
Salesforce
We are still working through issues with the implementation. Things are also always changing so the original implementation required many changes
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Alternatives Considered
IBM
As a computerized maintenance management system i do not have experience of any other system. The only experience I have is for Maximo and it works excellent for me. I am using many modules available in Maximo and all of these modules are almost fulfilling all of my business needs.
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Salesforce
Salesforce service cloud is more configurable than Zendesk and Freshdesk. It has its own inbuilt AI chatbot also which further improves service agent efficiency. Salesforce is more integration agnostic and has pre-built connectors with multiple 3rd party systems. However, in terms of pricing it is priced at a premium compared to the other solutions
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Return on Investment
IBM
  • Need multiple IT developers and DBA's to run the software at an enterprise level.
  • We use it for logging and taking repair work orders, handling of parts orders, and fulfillment and job scheduling.
  • The desktop version is very easy to use
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Salesforce
  • Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation.
  • The larger the implementation programme the better the licensing arrangements
  • Free developer toolkit for proof of concepts or showcasing features
  • Limited to annual subscription model
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ScreenShots

IBM Maximo Application Suite Screenshots

Screenshot of Reliability Strategies, and its supporting content library. IBM Maximo Application Suite integrates computerized maintenance management system (CMMS), enterprise asset management (EAM), asset performance management (APM) and now RCM in one single platform, accelerated by a failure mode and effects analysis (FMEA) and job plan library.Screenshot of where the appropriate ITSM information is gathered in one place, so that service teams will have a better ticketing system, an improved IT service delivery and a more responsive incident management system, as well as a better configuration management.

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center