What users are saying about
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Top Rated
2258 Ratings
8 Ratings

Salesforce

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Top Rated
2258 Ratings
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Score 8.2 out of 101
8 Ratings
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Score 6.7 out of 101

Likelihood to Recommend

Salesforce

Salesforce is amazing for many scenarios, pretty hard to find one that doesn't fit. It's great if you are an executive who needs to know everything about an account prior to a meeting, but doesn't want to have to look in a million different places. If you are a sales rep, and you need to know how many opportunities you've created or what's in your pipeline, your dashboard has it. Say you are a customer success manager, and you need to find out when or why a certain customer churned, theoretically it's all there in the opportunity. You should have their entire history, products suites, surveys and any supporting notes and documents.The only scenario I don't think SFDC excels in would be utilizing it as a ticketing system. There are just too many systems specifically geared to that industry that have it more built out and user-friendly.
John Hilburn profile photo

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 profile photo

Feature Rating Comparison

Sales Force Automation

Salesforce
8.4
ServiceMax
Customer data management / contact management
Salesforce
8.9
ServiceMax
Workflow management
Salesforce
8.2
ServiceMax
Territory management
Salesforce
8.3
ServiceMax
Opportunity management
Salesforce
8.7
ServiceMax
Integration with email client (e.g., Outlook or Gmail)
Salesforce
8.1
ServiceMax
Contract management
Salesforce
7.8
ServiceMax
Quote & order management
Salesforce
8.0
ServiceMax
Interaction tracking
Salesforce
8.9
ServiceMax
Channel / partner relationship management
Salesforce
8.2
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
7.9
ServiceMax
Lead management
Salesforce
8.3
ServiceMax
Email marketing
Salesforce
7.5
ServiceMax

CRM Project Management

Salesforce
7.9
ServiceMax
Task management
Salesforce
8.5
ServiceMax
Billing and invoicing management
Salesforce
6.7
ServiceMax
Reporting
Salesforce
8.5
ServiceMax

CRM Reporting & Analytics

Salesforce
8.5
ServiceMax
Forecasting
Salesforce
8.1
ServiceMax
Pipeline visualization
Salesforce
8.8
ServiceMax
Customizable reports
Salesforce
8.7
ServiceMax

Customization

Salesforce
8.2
ServiceMax
Custom fields
Salesforce
8.3
ServiceMax
Custom objects
Salesforce
8.4
ServiceMax
Scripting environment
Salesforce
7.9
ServiceMax
API for custom integration
Salesforce
8.1
ServiceMax

Security

Salesforce
8.7
ServiceMax
Single sign-on capability
Salesforce
8.6
ServiceMax
Role-based user permissions
Salesforce
8.9
ServiceMax

Social CRM

Salesforce
7.4
ServiceMax
Social data
Salesforce
7.5
ServiceMax
Social engagement
Salesforce
7.4
ServiceMax

Integrations with 3rd-party Software

Salesforce
8.2
ServiceMax
Marketing automation
Salesforce
8.5
ServiceMax
Compensation management
Salesforce
7.9
ServiceMax

Platform

Salesforce
7.5
ServiceMax
Mobile access
Salesforce
7.5
ServiceMax

Pros

Salesforce

  • Salesforce gives a great out-of-the box foundation for Sales process that is easily adjustable to each company's workflow. Small businesses can use the basic Lead > Account > Opportunity objects and larger orgs can enable quotes, orders, multi-currency, partner management, case management, etc as needed
  • With the help of a good admin, you can build multiple types of table relations and workflows, email notifications, automated approvals and much more. I haven't come across a business request I haven't been able to build within the platform (especially with the help of free/low cost plugins)
  • They've greatly enhanced the mobile world making it very easy for remote users to stay up to date via their phone or tablet along with a nice mobile app for admins
  • Complex process logic can be built by people who cannot write code via new Flows and Process Builder. Prior to these modules, we had to hire a developer to create and maintain anything past field updates
Joy Wallis profile photo

ServiceMax

  • Offline support is there, but with many catches and caveats.
  • A separate engine for the mobile app that runs and can be designed separately from Salesforce.
  • Integration with Salesforce is decent.
Hans Hong profile photo

Cons

Salesforce

  • Excels at what it was designed for - the sales process. But other functions such as work ticket creation and tracking, product management, etc. are rather forced and clunky. It works, but only with a lot of care and feeding. It can let you do a lot with most any kind of data, but can get weighed down and confusing quickly if your organization has chosen a sub-optimal process and structure for it.
  • Needs much more user-friendly and flexible ways of gathering info. It has highly limited functionality/modules for surveys, for instance. Providing easy, attractive, and highly distributed tools for information gathering are essential, but there's a big gap here.
  • The ability to alter forms and fields and make rules is necessarily limited - ill-informed users could make a big mess in minutes - but a more user-friendly platform for allowing such changes with an approval/vetting workflow would prevent bottlenecks. If you want to do anything meaningful or the least bit innovative with SalesForce, you need in-house experts, often a team of them.
Kent White profile photo

ServiceMax

  • The offline sync is very buggy and has many limitations. Recovery of the sync if it fails because of technicalities is in many ways, unrecoverable and unexplainable by the user.
  • No integration with Salesforce knowledge articles.
  • Support is limited and usually not knowledgeable about their own products.
Hans Hong profile photo

Likelihood to Renew

Salesforce

Salesforce 10.0
Based on 48 answers
While it's not perfect and can be overly complicated at times, there is not another solution out there that can do what it does. To get the same functionality you would need numerous disparate tools to match the amount of functionality Salesforce has. Having it all aggregated on one platform makes the complicated parts far more bearable
John Cupoli profile photo

ServiceMax

No score
No answers yet
No answers on this topic

Usability

Salesforce

Salesforce 8.0
Based on 34 answers
Tracks, reports, and makes me money
Christopher Bennett profile photo

ServiceMax

No score
No answers yet
No answers on this topic

Reliability and Availability

Salesforce

Salesforce 9.8
Based on 27 answers
Salesforce is always available securely from any internet-capable device anywhere in the world, UNLESS you choose to set security measures so that ONLY trusted IP ranges may access the system at certain times of the day. It's all about choice and flexibility with Salesforce products.
Kyle Dugger profile photo

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 profile photo

ServiceMax

No score
No answers yet
No answers on this topic

Support

Salesforce

Salesforce 4.7
Based on 30 answers
I prefer not to ever have to involve Salesforce support. I rarely get an answer and they call non-stop to my mobile phone and work phone. They ask questions that are clearly answered in the case description. It is as though they don't read it.
April Barclay profile photo

ServiceMax

No score
No answers yet
No answers on this topic

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 profile photo

ServiceMax

No score
No answers yet
No answers on this topic

Online Training

Salesforce

Salesforce 9.1
Based on 15 answers
The premier level of training is capable of preparing any individual from infant user, to technical architect. That is not hyperbole.
Kyle Dugger profile photo

ServiceMax

No score
No answers yet
No answers on this topic

Implementation

Salesforce

Salesforce 9.4
Based on 16 answers
Its the end of June. We won't be complete until end of summer
Bonnie Hilory profile photo

ServiceMax

No score
No answers yet
No answers on this topic

Alternatives Considered

Salesforce

SharePoint: while Microsoft's flagship crm product is tried and true, it's clunky, overly complicated, and incredibly difficult to tweak and customize with any sort of efficiency
Kyle Dugger profile photo

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 profile photo

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 profile photo

ServiceMax

No score
No answers yet
No answers on this topic

Return on Investment

Salesforce

  • Increased employee efficiency
  • Increased accountability
  • Increased visibility on ROI (Supplies sent out vs specimen tests billed)
  • Better department interaction (sales with service with fulfillment with marketing with management with medical with laboratory with corporate)
Kyle Dugger profile photo

ServiceMax

  • Service efficiency is up about 20%
  • Simplified work order closure process prevents errors and user frustration
  • CSE satisfaction is much improved
  • Work order closure process adherence is almost 100% because of the ability to close work orders anywhere.
Hans Hong profile photo

Pricing Details

Salesforce

General

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

ServiceMax

General

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

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