Item: Cherwell Service Management
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

The business uses it for Incident, Request, and Problem Management. They use it for the CMDB, service catalog, and customer portal. We have built API integrations with other applications and receive imports from multiple sources to update our CMDB. The client is used by various departments including those outside of IT.

Pros and Cons

Automation
API Integrations
Customization

Customer Service
Modern UI
Adaptive Forms

Return on Investment

More inter-departmental communication
Automated surveys and reports keep everyone in the know
Dashboards provide up to the moment information for management

Alternatives Considered

Salesforce Service Cloud

Cherwell's ability to customized is really its greatest feature. If you are looking for out of the box features only then you can really go with nearly any provider. Cherwell allows an experienced developer to really build things that will be useful to the organization.

Key Insights

Do you think Cherwell Service Management delivers good value for the price?

Yes

Are you happy with Cherwell Service Management's feature set?

Yes

Did Cherwell Service Management live up to sales and marketing promises?

Yes

Did implementation of Cherwell Service Management go as expected?

Yes

Would you buy Cherwell Service Management again?

Yes

Likelihood to Recommend

Cherwell Service Management is best suited for medium to large companies in my opinion. The out of the box options are extensive and I believe a smaller company would not be able to fully utilize what is available. Having one or more full time employees who work to develop within the Cherwell platform is important. Cherwell's strength's are in its ability to be customized to meet your organization's needs.

Cherwell Service Management can be customized to do nearly anything

Overall Satisfaction with Cherwell Service Management