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Cherwell Service Management vs Hornbill Systems Supportworks comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Jun 3, 2026

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
641
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Cherwell Service Management
Average Rating
7.2
Reviews Sentiment
7.1
Number of Reviews
6
Ranking in other categories
Help Desk Software (29th), IT Service Management (ITSM) (24th)
Hornbill Systems Supportworks
Average Rating
7.0
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
Help Desk Software (34th), IT Service Management (ITSM) (31st)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
Thobile Moeketsi - PeerSpot reviewer
Senior Manager at Sasria SOC Ltd.
Having everything in one location has significantly improved our efficiency and reporting
We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.
it_user1262703 - PeerSpot reviewer
Service Desk Team Leader at a healthcare company with 5,001-10,000 employees
Excels in call logging and call flows but is limited in terms of scalability
I'd advise others to map their processes out before starting with the solution. Hornbill has recently generated a new version of its product and it meets some of the requirements that we would have been looking for. It's a bit more scalable, a bit more responsive to a customer-focused model for support, and they've improved a lot of things like process flow and self-service. In terms of rating the solution, it's difficult to grade. It really depends on the size of the organization that's trying to use it as that tool. One of the reasons why we're looking to shift is because we've grown quite a bit over the years that we've had it, which makes it difficult for it to meet our demands. However, for an organization the size of what we were when we started our journey with it, I'd rate it ten out of ten. Where we are now, with our company size and needs, I'd rate it six out of ten.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"We are able to sell it very easily compared to its competitors. Another piece is the stability part. The third piece is something which is the customer experience: The ease to work with it. The Automation Anywhere, as a partner, is very easy to work with. They are there when you need them, whether you are in the initial journey of automation, you are figuring out what is the right opportunity, or whether you are in the journey of deploying the bot or support. They are there with you at each of those stages."
"In human resources, we created several core SAP systems so that the basic users in human resources can reduce redundancies by 10 times with very little cost."
"The ease of use of the application is very smooth for us, and coming from a finance and business background, I did not have any challenges using the application."
"Its ease of use is the most valuable feature. It is easy to train developers and find the right people, then use them to build the tool."
"All the data that comes in has to be QC'd, and Automation Anywhere helps us by automating the QC part."
"Automation Anywhere has by far, provided one of the best and easiest solutions to implement RPA."
"The most valuable feature is the user-friendly interface."
"Workflow automation has helped a lot with cost reduction, greater accuracy, and delivery speed."
"All our activities are carried out in the one place."
"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."
"The dashboard and the reporting functionality are the solution's most valuable features."
"The dashboard is very useful to get a quick overview of current tasks."
"We use the solution every day and quite extensively."
"The most valuable features are problem management and change management."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"It is quite user friendly to use and has a lot of very useful features that makes the analyst/technician's life easier."
"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"We've definitely seen an ROI; we've had the system in place for eight years, and it's provided a solid platform for us to deliver our services during that period."
 

Cons

"Automation Anywhere could assist in this transition."
"More interactions with PDFs would be great for Automation Anywhere."
"We had a major issue when it came to single sign-on. We couldn't get it working."
"Intelligent automation is currently a buzz and I would love to see more innovation in this segment."
"When working with Excel, unlike other tools such as UiPath, Automation Anywhere does not have the standard variables for .Net data types."
"Especially while using v11, I often experience freezes with OCR extraction from PDF files."
"I would like to have a bot as a service platform on AA Cloud. This would minimize the installation process, and we wouldn't need to have all the hardware to support the platform in-house."
"I would like the support to be faster. Their response time is one to two days. Their customer care could be faster."
"The support from the actual manufacturer is poor."
"The stability, specifically in the on-premises deployment model, could be improved."
"Agile delivery should be supported."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"The solution could be more user-friendly."
"We need to be on VPN in order to set up and access the solution, and that has created some challenges."
"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
"Customer Service: I'd rate it as a 5/10 or 6/10."
 

Pricing and Cost Advice

"We are not receiving the right information about their features, e.g. Automation Anywhere University, or anything that they are selling. They need to improve their documentation."
"I am not involved in the pricing, but based on what I hear from our central RPA team, it is not very expensive; it is also not cheap. Its price is in the midrange."
"The solution itself is free unless we want to add the support option but we have to pay for the bots we use."
"In most of the cases, the product value is very good. If the infrastructure, implementation, and framework are good, then generally, the client can get a good return on investment."
"The setup cost depends on multiple factors, so you need to get details before choosing."
"Their licensing processes are in par with most industry standards."
"It is somewhere in the middle. The price and value of Automation Anywhere are better than UiPath. The pricing is good globally. It could be a little bit cheaper, but it is good."
"The ROI is really good. We have saved time and money."
"For an ITIL user, the cost is probably about 50 bucks a month."
"Our organization pays about $40,000 annually. There are ongoing consultancy costs and if we want to change anything, we're charged a day rate. Other than that, there are no other extra costs involved in working with the solution."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Construction Company
12%
Computer Software Company
10%
Manufacturing Company
10%
Healthcare Company
9%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
No data available
No data available
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
Supportworks
 

Interactive Demo

Demo not available
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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Ausenco, Highlights for Children, B/E Aerospace
Aylesbury Vale District Council
Find out what your peers are saying about Cherwell Service Management vs. Hornbill Systems Supportworks and other solutions. Updated: June 2026.
900,838 professionals have used our research since 2012.