What users are saying about
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Top Rated
2432 Ratings
9 Ratings

Salesforce

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Top Rated
2432 Ratings
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Score 8.3 out of 100
9 Ratings
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Score 6.9 out of 100

Likelihood to Recommend

Salesforce

The Salesforce App is ideal for tracking status of opportunities, being able to access already entered contacts and their relevant information, keeping track of conversations and details for a refresher as well as mapping information. Due to the nature of sales and the many meetings to keep track of, I was entering "notes" from my meetings upon returning to my vehicle before heading to the next appointment, which was of extreme value. It allowed my to clear my thoughts before my next meeting.It is less appropriate for entering accounts, contacts and so forth. This is all easier executed with a regular computer in my experience.
Leslie Bradford | TrustRadius Reviewer

ServiceMax

Small deployments, where you have some specific need for ServiceMax and absolutely need offline capabilities, and are willing to deal with the problems. Otherwise, you may be better off looking at the built-in Work Orders and field service module that Salesforce is now providing. Their app is direct competition for ServiceMax and integrates much better with cases and knowledge articles.
Hans Hong | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

Salesforce
8.3
ServiceMax
Customer data management / contact management
Salesforce
8.9
ServiceMax
Workflow management
Salesforce
8.2
ServiceMax
Territory management
Salesforce
8.1
ServiceMax
Opportunity management
Salesforce
8.8
ServiceMax
Integration with email client (e.g., Outlook or Gmail)
Salesforce
8.2
ServiceMax
Contract management
Salesforce
8.2
ServiceMax
Quote & order management
Salesforce
7.9
ServiceMax
Interaction tracking
Salesforce
8.7
ServiceMax
Channel / partner relationship management
Salesforce
8.0
ServiceMax

Customer Service & Support

Salesforce
8.5
ServiceMax
Case management
Salesforce
9.0
ServiceMax
Call center management
Salesforce
8.4
ServiceMax
Help desk management
Salesforce
8.3
ServiceMax

Marketing Automation

Salesforce
8.1
ServiceMax
Lead management
Salesforce
8.2
ServiceMax
Email marketing
Salesforce
8.1
ServiceMax

CRM Project Management

Salesforce
7.9
ServiceMax
Task management
Salesforce
8.4
ServiceMax
Billing and invoicing management
Salesforce
6.7
ServiceMax
Reporting
Salesforce
8.7
ServiceMax

CRM Reporting & Analytics

Salesforce
8.7
ServiceMax
Forecasting
Salesforce
8.4
ServiceMax
Pipeline visualization
Salesforce
8.9
ServiceMax
Customizable reports
Salesforce
9.0
ServiceMax

Customization

Salesforce
8.6
ServiceMax
Custom fields
Salesforce
8.6
ServiceMax
Custom objects
Salesforce
8.7
ServiceMax
Scripting environment
Salesforce
8.3
ServiceMax
API for custom integration
Salesforce
8.6
ServiceMax

Security

Salesforce
8.9
ServiceMax
Single sign-on capability
Salesforce
8.7
ServiceMax
Role-based user permissions
Salesforce
9.0
ServiceMax

Social CRM

Salesforce
7.9
ServiceMax
Social data
Salesforce
8.0
ServiceMax
Social engagement
Salesforce
7.8
ServiceMax

Integrations with 3rd-party Software

Salesforce
8.4
ServiceMax
Marketing automation
Salesforce
8.6
ServiceMax
Compensation management
Salesforce
8.2
ServiceMax

Platform

Salesforce
7.7
ServiceMax
Mobile access
Salesforce
7.7
ServiceMax

Pros

Salesforce

  • Salesforce nails the reporting suite. It's so robust and refined, that it makes my job 10 times more efficient.
  • Task and recurring meetings. I love logging in everyday and knowing exactly what I have lined up for the day, or at least an idea of it. This helps me organize my calendar.
  • Notes, emails, plugins. I love being able to take notes directly into the Account/Opportunity, and then in turn send emails directly to the client from there as well. Also, if i'm in my work email, and I email a client directly, I can then easily attach said email into my Salesforce account via one easy click.
John Hilburn | TrustRadius Reviewer

ServiceMax

  • As it's built on Salesforce, the reporting tools are fairly robust
  • The service flow managers can be setup to easily lead technicians to entering data in the right place
Anonymous | TrustRadius Reviewer

Cons

Salesforce

  • It is a very intimidating platform to new users. It's not at all intuitive or user friendly and definitely requires some training and help.
  • No customer service. If you only pay for the basic license good luck figuring out problems as customer service just refers you to the community boards to search for it there.
John Cupoli | TrustRadius Reviewer

ServiceMax

  • Dispatch console seems slow and the data is more of a pull than a push into the database.
  • It seems to be a Ferrari and takes a lot of labor hours to configure.
  • Still does not integrate with Apple's products very well.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Salesforce

Salesforce 10.0
Based on 48 answers
Cloud based and future looking - Salesforce has either set or kept pace with the latest in technology. At least two major feature releases a year allow an organization to keep up with the latest changes. Mobile and the release of their new analytics platform are just two examples of how Salesforce continues to innovate.
Benjamin Barniskis | TrustRadius Reviewer

ServiceMax

No score
No answers yet
No answers on this topic

Usability

Salesforce

Salesforce 7.5
Based on 36 answers
Salesforce is like a bucket of legos. Everyone gets the same bucket, but can build anything you want out of it. I've worked on Salesforce instances for: construction, non-profits, job training, music industries, medical insurance, medical billing, paid parking, and international medical diagnostic companies.
Kyle Dugger | TrustRadius Reviewer

ServiceMax

No score
No answers yet
No answers on this topic

Reliability and Availability

Salesforce

Salesforce 9.8
Based on 27 answers
All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years. Accordingly, I only recall our instance of Salesforce having one unscheduled, brief down time over 6 years. I can't remember for sure, but it may have been due to our Internet Service Provider (ISP) versus Salesforce itself. Also, Salesforce does it's best to keep customers in the loop:

Trust.salesforce.com is the salesforce.com community's home for real-time information on system performance and security. On this site you'll find:

Live and historical data on system performance
Up-to-the minute information on planned maintenance
Phishing, malicious software and social engineering threats
Best security practices for your organization
Information on how we safeguard your data
Rob Gottschalk | TrustRadius Reviewer

ServiceMax

No score
No answers yet
No answers on this topic

Performance

Salesforce

Salesforce 9.0
Based on 18 answers
Salesforce performance in general is excellent. "The cloud infrastructure beneath Force.com has been fine-tuned over the past 10 years. It powers nearly 100,000+ businesses running more than 185,000 applications that 3 million users count on every day."
Points per Salesforce -
1) Multitenant kernel - With a multitenant platform, each business that uses the app doesn’t have its own copy. Instead, all businesses share a single copy and then customize it for their specific needs.
2) ISO 27001 certified security - You can’t compromise when it comes to enterprise-level security. Force.com is road-tested and trusted by nearly 100,000+ companies, including many of the world’s most security-conscious organizations, such as banks and health care providers.
3) Proven reliability - All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years.
4) Proven, real-time scalability - Force.com is used by many of the world's largest enterprises, including Cisco, Japan Post Network, and Symantec. Applications can automatically scale from a few users to millions of page views, as needed.
5) Real-time query optimizer - You need fast access to your data. The Force.com query optimizer delivers under 300ms response time, at a massive scale.
6) Real-time transparent system status - You can always see real-time system performance, availability, and security information at trust.salesforce.com.
7) Real-time upgrades - Unlike traditional software platforms, our upgrades never break your customizations, code, or integrations. We upgrade the platform for you 3 to 4 times each year. As a result, you’re always on the latest version, with access to the latest features, performance, and security enhancements.
8) Real-time sandbox environments - With a single click, you can create copies of your applications, configuration, and data in separate environments for development, testing, and training.
9) Three global production data centers and disaster recovery - Force.com runs on three geographically dispersed, mirrored data centers with built-in replication, disaster recovery, a redundant network backbone, and no single points of failure
Rob Gottschalk | TrustRadius Reviewer

ServiceMax

No score
No answers yet
No answers on this topic

Support

Salesforce

Salesforce 5.9
Based on 32 answers
Since we do not pay for Premier Support, the agreed upon response times are still pretty good. It is a little ridiculous that you should need to pay tens of thousands of dollars for their best support options and training.
Brent Booth | TrustRadius Reviewer

ServiceMax

ServiceMax 8.0
Based on 1 answer
Engaged account management. Support is based worldwide but handoffs have not been too painful.
Anonymous | TrustRadius Reviewer

In-Person Training

Salesforce

Salesforce 7.9
Based on 11 answers
All instructors are Salesforce certified. If you have done any type of customization, then it probably makes more sense to use the consulting partner who implemented your instance of Salesforce for training
Rob Gottschalk | TrustRadius Reviewer

ServiceMax

No score
No answers yet
No answers on this topic

Online Training

Salesforce

Salesforce 9.1
Based on 15 answers
The quality of Salesforce's standard online training is high, but limited by nature as to what it covers.
Here are some common online courses -
Getting Started: Navigating Salesforce
Getting Started: Using the Sales Cloud
Getting Started: Administering Salesforce
Getting Started with Reports and Dashboards
Social Media Goes to Work: Chatter
Securing your Salesforce Organization
Getting Started with Data.com
Getting Started with Force.com Pages (Visualforce)
Writing Secure Applications on Force.com
Rob Gottschalk | TrustRadius Reviewer

ServiceMax

No score
No answers yet
No answers on this topic

Implementation

Salesforce

Salesforce 9.4
Based on 16 answers
Executive involvement is critical. Make sure you have a good handle on the metrics you would like to ultimately manage. Work as a team to document your business requirements. Whiteboard often. Understand Salesforce's best practice capabilities.

Have a central person identified to handle all report and analysis requests (ie - don't allow multiple people to create reports; have one person create reports and distribute them to decision makers via the Salesforce dashboard or whatever form). Make sure you understand critical dates and develop the project plan accordingly
Rob Gottschalk | TrustRadius Reviewer

ServiceMax

No score
No answers yet
No answers on this topic

Alternatives Considered

Salesforce

Salesforce is head and shoulders above any other CRM available on the market. It integrates with Gmail and almost any other third-party tool that your company plans to use, making it the most robust and integrated tool available.
Zach Ettelman | TrustRadius Reviewer

ServiceMax

ServiceMax has an offline capability, and also integrates with our Salesforce side of business. At the time, Salesforce did not have a field service application so we could not consider it, but if we could now, we would probably go with that instead. ServiceMax is also expensive. But at the time, ServiceMax was the only offering out there that integrated with Salesforce, had mobile offline capability, and could operate at the scale we needed.
Hans Hong | TrustRadius Reviewer

Scalability

Salesforce

Salesforce 10.0
Based on 2 answers
Salesforce has the unique ability to scale to new products and offerings quickly growing with your enterprise.
Todd Duclos | TrustRadius Reviewer

ServiceMax

No score
No answers yet
No answers on this topic

Return on Investment

Salesforce

  • Salesforce.com has contributed to a more efficient overall organization in particular lowering cycle times required by technology in the field and in finance.
  • Salesforce.com has played a large part in a formidable increase in our sales close rate.
  • Salesforce.com has dramatically increased our insight into our business.
Irene Chivily Von Toussaint | TrustRadius Reviewer

ServiceMax

  • ROI for ServiceMax is mostly dependent on how in depth the organization wants the software. Our ROI is expected within the second year of operation due to the complexity of integration and the initial training requirements for in-house programmers.
  • Inventory control ROI is expected within year three or four due to the number of technicians and creating the foundation of information to import into ServiceMax. Expectations are the front end programming will be complete and our programmers will be better acquainted with the modules and architecture to make the inventory integration smoother than the initial integration.
  • Our organization has been working with ServiceMax for ten months and beginning to incorporate the financials to the work orders. This process has not been as seamless as once projected and the root causes are under investigation. It appears the original fields available to track time between employees were not in depth nor segregated sufficiently for granularity.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Salesforce

General

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

ServiceMax

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Rating Summary

Likelihood to Recommend

Salesforce
8.4
ServiceMax
5.8

Likelihood to Renew

Salesforce
10.0
ServiceMax

Usability

Salesforce
7.5
ServiceMax

Reliability and Availability

Salesforce
9.8
ServiceMax

Performance

Salesforce
9.0
ServiceMax

Support

Salesforce
5.9
ServiceMax
8.0

In-Person Training

Salesforce
7.9
ServiceMax

Online Training

Salesforce
9.1
ServiceMax

Implementation

Salesforce
9.4
ServiceMax

Scalability

Salesforce
10.0
ServiceMax

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