Customer relationship management (CRM) is a key driver of business success. Choosing the right CRM can make a huge difference in sales, customer service and automation. So, you can’t just pick any tool. Among the many options available, two leading CRM platforms are Pega vs Salesforce. But which one is the right choice for your business?
This article will compare Pega CRM vs Salesforce, breaking down their differences, strengths and weaknesses. Read on to find out which one fits your needs best!
Pega is a low-code enterprise CRM platform that focuses on AI-driven decision making. It is known for its strong case management capabilities, making it ideal for industries like finance, healthcare and insurance. Pega’s CRM offers end-to-end automation, enabling businesses to streamline workflows, reduce manual work, and improve efficiency.
Salesforce is the world’s oldest and no.1 cloud-based CRM platform. It has a strong ecosystem of applications, integrations and AI tools. Salesforce enhances sales, marketing, customer service and business management. It is widely used across industries due to its flexibility and extensive third-party app marketplace.
Both Salesforce vs Pega have many similar features but they differ in several key areas. FUnderstanding these differences tells you which one will best meet your business objectives. Let’s break down the main differences between Pega and Salesforce:
Pega supports on-premise and cloud, while Salesforce is entirely cloud-based.
Salesforce was one of the first companies to offer SaaS (Software-as-a-Service) products, focusing on cloud-based solutions. It is fully hosted on the cloud, meaning businesses can access it anywhere without needing to manage their own servers. However, getting Salesforce up and running effectively can take time. It’s not as simple as just activating a license. Businesses need help from Salesforce or third-party providers to set it up properly.
Pega offers more flexibility in how it’s implemented. It can be deployed on-premises, on the public cloud, or using Pega Cloud. It is a Pegasystems-managed cloud environment. However, setting up Pega is more complex. Most Pega CRM implementations require deep technical knowledge, especially when using its Business Process Management (BPM) platform.
Pega offers advanced customization using low-code, whereas Salesforce relies more on pre-built solutions.
Salesforce CRM can be customized in different ways, with one of the main options being its Lightning application programming tools. These tools are designed to be easy to use for people with basic programming knowledge to make changes on their own. Recently, Salesforce also released parts of its low-code platform as open-source code.
Pega offers a set of visual tools that make it easier to modify Pega applications. These tools are simpler for most users to work with compared to Salesforce’s. This means that businesses can more easily customize Pega CRM after it’s set up.
Pega excels in process automation, while Salesforce automates sales and marketing.
Pega focuses on powerful tools that help automate complex workflows. One of their main features is Pega GenAI™, which includes tools like Blueprint™, Knowledge Buddy™, Coach™, Analyze™, and Automate™. These tools make it easier to design and optimize workflows, use AI to guide employees, and automate repetitive tasks.
Salesforce uses Einstein, its AI tool, to automate tasks like sales and marketing. Einstein helps businesses predict trends, personalize customer interactions, and automate tasks.
Salesforce has a broader range of third-party integrations via AppExchange.
Salesforce connects with thousands of apps through the Salesforce AppExchange. Businesses can easily find and install apps that work with Salesforce. The AppExchange also has a wide variety of pre-built integrations.
Pega offers fewer integration options but is still flexible. It works well with other systems, especially for businesses with complex processes. However, businesses may need more time to set up and customize these integrations.
Pega's pricing is typically higher due to its enterprise-grade solutions, while Salesforce offers a variety of plans.
Salesforce offers clear plans based on the features and the size of your business. Salesforce also offers a 30-day free trial so you can try it before committing. Most of the plans and products have fixed and transparent pricing such as:
Pega does not reveal specific pricing. The cost of using Pega can vary based on the business needs and how the software is implemented. Pega’s is more expensive and you need to contact their sales team for a quote.
When choosing a CRM, think about these things:
The size of your business is important when choosing a CRM. If you have a big company with many employees, you need a CRM that can handle lots of data and users at the same time. Big businesses need tools that help teams work together, manage customer relationships, and automate tasks. They also need strong security and the ability to handle large amounts of customer information.
Smaller businesses, on the other hand, may not need as many features. They want a CRM that is simple, easy to set up and does not cost too much. Plus, a small team needs something that helps them stay organized without being too complex.
Every business is different, and the type of business you run affects your CRM choice. Some companies sell products, like clothes, electronics, or furniture. Others provide services, like healthcare, banking, or customer support. The right CRM should match your business needs. Therefore, you should think about how you interact with customers and what kind of data you manage daily.
A CRM should make work easier, not harder. Some CRMs are simple and easy to use, while others take time to learn. If a CRM is too complex, employees may struggle to use it effectively. This can slow down work and lead to mistakes. So, consider how easy it is for your team to use the CRM. A simple tool saves time and helps employees focus on their work. In contrast, a more complex CRM may be worth it if your business needs advanced features.
Instead of doing repetitive tasks manually, a good CRM can do them for you using AI. AI can also help with customer service, marketing, and sales by predicting what customers need. If automation is a top priority, Pega might be the better choice. But if you want a balance between automation, AI, and usability then pick Salesforce.
Your CRM should work well with the other tools your business already uses. Some CRMs connect with many different apps, while others have limited integration options. This could be a drawback if your business relies on multiple software tools to run smoothly. Similarly, the more integrations a CRM has, the easier it is to manage your business in one place. Thus, before choosing a CRM, check which apps it can connect to.
The price of a CRM is an important factor. Salesforce offers different pricing plans based on business size and needs. Small businesses can start with basic plans, which are more affordable. Larger businesses may need more advanced plans, which cost more but offer additional features. The cost also depends on how many employees will be using the system. Pega is usually more expensive than Salesforce. Many companies that use Pega are large corporations that can afford a higher price for advanced features.
When using a CRM, you may need help from time to time. Good customer support can fix issues quickly and keep your business running smoothly. Many businesses like Salesforce because it provides multiple ways to get help. Salesforce has strong customer support options. It offers a large help center with articles and tutorials. You can also get live support through chat, phone, or email. Pega also offers customer support, but it is not as widely available as Salesforce.
Which Is the Better Choice?
While Pega CRM vs Salesforce CRM both offer great features, Salesforce is the better choice for most businesses. It provides an easy-to-use interface, extensive integrations, and scalable solutions that fit businesses of all sizes. With strong automation tools and AI-driven insights, Salesforce helps companies drive sales, improve customer service, and grow efficiently. Pega is ideal for highly specialized industries but comes with a steeper learning curve and higher costs.
Choosing between Pega vs Salesforce depends on your business needs. Pega is great for enterprises needing deep automation. But Salesforce is the most flexible, user-friendly and scalable CRM solution. Salesforce’s extensive integrations, AI capabilities and sales tools make it the best CRM choice for most companies.
Contact PixelConsulting to implement and optimize Salesforce CRM for maximum efficiency. Whether you need a new CRM setup, customization, or integration, we’ve got you covered. So, let us help you with all things Salesforce!
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