What users are saying about
50 Ratings
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Score 7.7 out of 100
8 Ratings
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Score 8.1 out of 100

Feature Set Ratings

    Incident and problem management

    7.8

    ServiceNow Customer Service Management

    78%

    simPRO

    Feature Set Not Supported
    N/A
    ServiceNow Customer Service Management ranks higher in 6/6 features

    Organize and prioritize service tickets

    8.0
    80%
    9 Ratings
    N/A
    0 Ratings

    Expert directory

    7.6
    76%
    8 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    7.8
    78%
    8 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    7.2
    72%
    8 Ratings
    N/A
    0 Ratings

    Ticket creation and submission

    8.8
    88%
    9 Ratings
    N/A
    0 Ratings

    Ticket response

    7.4
    74%
    9 Ratings
    N/A
    0 Ratings

    Self Help Community

    7.5

    ServiceNow Customer Service Management

    75%

    simPRO

    Feature Set Not Supported
    N/A
    ServiceNow Customer Service Management ranks higher in 2/2 features

    External knowledge base

    7.6
    76%
    6 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    7.4
    74%
    8 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    7.1

    ServiceNow Customer Service Management

    71%

    simPRO

    Feature Set Not Supported
    N/A
    ServiceNow Customer Service Management ranks higher in 5/5 features

    Customer portal

    8.1
    81%
    7 Ratings
    N/A
    0 Ratings

    IVR

    5.8
    58%
    5 Ratings
    N/A
    0 Ratings

    Social integration

    5.6
    56%
    6 Ratings
    N/A
    0 Ratings

    Email support

    7.6
    76%
    8 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    8.4
    84%
    7 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • simPRO is rated higher in 1 area: Likelihood to Recommend
    • ServiceNow Customer Service Management and simPRO are tied in 1 area: Support Rating

    Likelihood to Recommend

    7.8

    ServiceNow Customer Service Management

    78%
    9 Ratings
    8.0

    simPRO

    80%
    6 Ratings

    Usability

    10.0

    ServiceNow Customer Service Management

    100%
    1 Rating

    simPRO

    N/A
    0 Ratings

    Support Rating

    9.0

    ServiceNow Customer Service Management

    90%
    1 Rating
    9.0

    simPRO

    90%
    4 Ratings

    Likelihood to Recommend

    ServiceNow Customer Service Management

    It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.
    Anonymous | TrustRadius Reviewer

    simPRO

    Very convenient to manage jobs, quotes, and clients' profiles. There is a home for improvement for project management. So far, I am not really happy with the Gantt chart feature, it is not very customizable and we end up with another system for that. It would be also great if there was a project management dashboard where we could have an overview of the most critical projects and their status.
    Anonymous | TrustRadius Reviewer

    Pros

    ServiceNow Customer Service Management

    • Allows for clear communication between help desk and end users.
    • Provides a clean inventory option for both hardware items and software licenses.
    • Navigation is very intuitive and user friendly.
    • Many reporting features for all levels of the company.
    Anonymous | TrustRadius Reviewer

    simPRO

    • Billing: straight from a closed, complete job. Carries overall equipment, hours, takes one click to bill.
    • simPRO retains notes on all emails; notes can be entered by anyone to track communication with clients.
    Cheryl Bach | TrustRadius Reviewer

    Cons

    ServiceNow Customer Service Management

    • Adding in additional chat features would be nice
    • Viewing where you stand in priority
    • Having a way to automate more of the processes
    Anonymous | TrustRadius Reviewer

    simPRO

    • Converting quotes into projects.
    • Managing a project in an easy way and managing the labour for a job.
    • having the flexibility to manage labour days and not in just hours.
    Anonymous | TrustRadius Reviewer

    Pricing Details

    ServiceNow Customer Service Management

    General

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

    Starting Price

    simPRO

    General

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

    Starting Price

    Usability

    ServiceNow Customer Service Management

    ServiceNow Customer Service Management 10.0
    Based on 1 answer
    Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.
    Anonymous | TrustRadius Reviewer

    simPRO

    No score
    No answers yet
    No answers on this topic

    Support Rating

    ServiceNow Customer Service Management

    ServiceNow Customer Service Management 9.0
    Based on 1 answer
    Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.
    Anonymous | TrustRadius Reviewer

    simPRO

    simPRO 9.0
    Based on 4 answers
    It is a great option for solar project management. It needs some improvements for real-time one-page reports, inventory management, scheduling and custom views. I believe these will come because they listen to their customers. I would also like to see some better training and not be expected to pay out of pocket for it.
    Andrew Means | TrustRadius Reviewer

    Alternatives Considered

    ServiceNow Customer Service Management

    ServiceNow is a industry leader as depicted by Gartner. The features and functionality by ServiceNow platform is increasing rapidly with every version release. One of the best tools for customer service. ServiceNow has great product support which help to resolve product issues. Pricing is very competitive as well. So all in all it compares well with every department with competition.
    Veeral Oza | TrustRadius Reviewer

    simPRO

    Motorcentral, a software that is part of Trade Me and helps car dealer to manage their stock. Based on my experience, simPRO has way more features and better customer service. Motorcentral doesn't have help to keep most tasks under one system, the only real advantage is that they integrate with the car dealer website so that the stock is always up to date.
    Anonymous | TrustRadius Reviewer

    Return on Investment

    ServiceNow Customer Service Management

    • The negative impact for my team is the delay in team completing tickets but not a system issue.
    • A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
    • Negative impact is that there is no user job aid or helpful tools for new users.
    Anonymous | TrustRadius Reviewer

    simPRO

    • Increased team collaboration.
    • Increased inventory awareness.
    • Decreased down time between jobs.
    Anonymous | TrustRadius Reviewer

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