What users are saying about
18 Ratings
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Score 8.2 out of 100
2 Ratings
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Score 10 out of 100

Likelihood to Recommend

ServiceNow Customer Service Management

As a very technical company we get a variety of resources assigned to answer different questions. We currently use [ServiceNow Customer Service Management] to help us have an prioritization for all of these now. We use the service now across a variety of departments that all deal with complex technical questions that need to spread out across different individuals. There are so many expertise needed for each individual question so having it routed to the right resource in an timely manner is vital to the success of our business.
Anonymous | TrustRadius Reviewer

simPRO

This software is great for the construction industry. Especially if you are doing in-home estimates. For example, it would be the best option in the industry, to my knowledge, for an HVAC, electrical service or plumbing business. They are always listening to their customers and evolving based on the customer's feedback and needs.
Andrew Means | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

ServiceNow Customer Service Management
8.4
simPRO
Organize and prioritize service tickets
ServiceNow Customer Service Management
8.4
simPRO
Expert directory
ServiceNow Customer Service Management
7.9
simPRO
Subscription-based notifications
ServiceNow Customer Service Management
8.1
simPRO
ITSM collaboration and documentation
ServiceNow Customer Service Management
8.4
simPRO
Ticket creation and submission
ServiceNow Customer Service Management
9.0
simPRO
Ticket response
ServiceNow Customer Service Management
8.3
simPRO

Self Help Community

ServiceNow Customer Service Management
8.4
simPRO
External knowledge base
ServiceNow Customer Service Management
8.4
simPRO
Internal knowledge base
ServiceNow Customer Service Management
8.5
simPRO

Multi-Channel Help

ServiceNow Customer Service Management
8.6
simPRO
Customer portal
ServiceNow Customer Service Management
8.8
simPRO
IVR
ServiceNow Customer Service Management
8.8
simPRO
Social integration
ServiceNow Customer Service Management
8.8
simPRO
Email support
ServiceNow Customer Service Management
7.7
simPRO
Help Desk CRM integration
ServiceNow Customer Service Management
8.7
simPRO

Pros

ServiceNow Customer Service Management

  • Best in class workflow - end to end.
  • Best in class user interface - across entities: clients, employees, workflow developers.
  • AI engine support to find the logical correlation between the events and proactive measures to address them.
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

  • Need a aid on how to use the system.
  • Functionality to scroll down should not be too sensitive.
  • Adding user helpful tools to help navigate.
Anonymous | TrustRadius Reviewer

simPRO

  • More options on the BI Reporting.
  • Ability to customize views similar to Knack or Sales Force.
Andrew Means | TrustRadius Reviewer

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
simPRO gives you the dedicated person you can email/call, they have chat, you can file a case, and they provide videos for pretty much everything. We can train on it via their videos; it's excellent.
Cheryl Bach | TrustRadius Reviewer

Alternatives Considered

ServiceNow Customer Service Management

ServiceNow has a lot of easy options and easy tracking methods which will help [it] to stay a standout when compared to other tools. It has its own taste in it which is loved by millions.It's a top notch tool and I use it every day to maintain a track of my tickets with the users.
Anonymous | TrustRadius Reviewer

simPRO

It is better than using Zendesk or trying to custom build a system. Zendesk and so many other tools are so focused on the sales aspect of things and don't give you enough back end options like job costing, inventory management, etc. It is the best tool I have used for solar project management thus far.
Andrew Means | TrustRadius Reviewer

Return on Investment

ServiceNow Customer Service Management

  • Return on investment for resource allocation
  • Increased communication across various teams
  • If there isn't proper routing set up this can cause a lot of headaches so ensure you have it mapped out properly
Anonymous | TrustRadius Reviewer

simPRO

  • simPRO is totally worth the investment
  • It is end to end. The whole staff is trained on one program.
Cheryl Bach | TrustRadius Reviewer

Pricing Details

ServiceNow Customer Service Management

General

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

simPRO

General

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

Rating Summary

Likelihood to Recommend

ServiceNow Customer Service Management
8.1
simPRO
10.0

Usability

ServiceNow Customer Service Management
10.0
simPRO

Support Rating

ServiceNow Customer Service Management
9.0
simPRO
9.0

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