TrustRadius

ProcedureFlow vs. ServiceNow Customer Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ProcedureFlow
Score 10.0 out of 10
N/A
ProcedureFlow in Saint John offers their cloud-based knowledge management application designed to make company procedures easier to understand and faster to learn by providing instant ready access to expert knowledge.N/A
ServiceNow Customer Service Management
Score 7.8 out of 10
N/A
Built on the Now Platform, ServiceNow offers their Customer Service Management solution through the Standard and Professional Customer Service Management bundles. Both include agent workspace, knowledge management, survey and assessment module, and the community module, oriented in this edition to support customers rather than internal employees. The Professional bundle also includes performance analytics, predictive intelligence, and related tools to support customer support agents improvement…N/A
Pricing
ProcedureFlowServiceNow Customer Service Management
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
ProcedureFlowServiceNow Customer Service Management
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details——
More Pricing Information
Community Pulse
ProcedureFlowServiceNow Customer Service Management
Features
ProcedureFlowServiceNow Customer Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ProcedureFlow
-
Ratings
ServiceNow Customer Service Management
7.0
Ratings
14% below category average
Organize and prioritize service tickets00 Ratings7.60 Ratings
Expert directory00 Ratings7.90 Ratings
Subscription-based notifications00 Ratings7.10 Ratings
ITSM collaboration and documentation00 Ratings4.40 Ratings
Ticket creation and submission00 Ratings9.20 Ratings
Ticket response00 Ratings6.00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
ProcedureFlow
-
Ratings
ServiceNow Customer Service Management
4.7
Ratings
50% below category average
External knowledge base00 Ratings4.40 Ratings
Internal knowledge base00 Ratings5.10 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
ProcedureFlow
-
Ratings
ServiceNow Customer Service Management
6.3
Ratings
21% below category average
Customer portal00 Ratings7.20 Ratings
IVR00 Ratings5.30 Ratings
Social integration00 Ratings3.50 Ratings
Email support00 Ratings7.40 Ratings
Help Desk CRM integration00 Ratings8.20 Ratings
User Ratings
ProcedureFlowServiceNow Customer Service Management
Likelihood to Recommend
-
(0 ratings)
7.4
(0 ratings)
Usability
-
(0 ratings)
10.0
(0 ratings)
Support Rating
-
(0 ratings)
9.0
(0 ratings)
User Testimonials
ProcedureFlowServiceNow Customer Service Management
Likelihood to Recommend
No answers on this topic
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.
Verified User
Anonymous
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Pros
No answers on this topic
  • 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.
Verified User
Anonymous
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Cons
No answers on this topic
  • 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.
Verified User
Anonymous
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Usability
No answers on this topic
ServiceNow Customer Service Management tool gives a clear visibility on the KPI's and trends of issues being raised by customers. Proper and timely updates are received at both agents and customers end. Also, communication between the two has become more efficient. As they tool supports customisation, which has improved the overall process and growth.
Amrit Kumar Pal | TrustRadius Reviewer
Amrit Kumar Pal
Lead Consultant
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Support Rating
No answers on this topic
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.
Verified User
Anonymous
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Alternatives Considered
No answers on this topic
Connectwise targets small to medium enterprises and kept things simple for cross-organizational communications. On the other hand, ServiceNow with users with more than 500 at least, tends to create lag and tension when all are using the app at the same time, especially getting reports in a timely manner.
Verified User
Anonymous
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Return on Investment
No answers on this topic
  • ServiceNow Customer Service Management has a made a positive impact on our customer success management
  • ServiceNow Customer Service Management has made internal agreements easier when we interact with different internal teams like IT
  • ServiceNow Customer Service Management had to replace our legacy systems for customer management but that did not happen completely hence that is negative impact on our business
Verified User
Anonymous
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ScreenShots