Pega CRM vs Salesforce Sales Cloud comparison

Pega and Salesforce are both solutions in the CRM category. Pega is ranked #18 with an average rating of 7.7, while Salesforce is ranked #1 with an average rating of 8.2. Pega holds a 1.5% mindshare in CRM, compared to Salesforce’s 9.0% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 94% of Salesforce users who would recommend it.

Pega CRM

Read 10 Pega CRM reviews

559 Views
433 Comparison Views

100% willing to recommend

Salesforce Sales Cloud

Read 114 Salesforce Sales Cloud reviews

5,511 Views
2,933 Comparison Views

94% willing to recommend

Pega CRM

Salesforce Sales Cloud

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Executive SummaryUpdated on Dec 19, 2024

Salesforce Sales Cloud and Pega CRM compete in the CRM category. Salesforce appears to have an advantage with its extensive app integrations and automation features, while Pega is favored for its superior case management capabilities.

Features: Salesforce Sales Cloud is known for its extensive integration capabilities, a broad array of apps via its AppExchange, and robust CRM and sales process management. It offers declarative development for users to create workflows without coding. Pega CRM, distinguished by excellent case management and process automation, leverages a configuration-driven approach for ease of updates, robust integration abilities, and pre-built workflows.

Room for Improvement: Salesforce Sales Cloud faces critiques for its complex interface, overwhelming features for new users, and high pricing with hidden costs. Its reporting functions need better intuitiveness. Pega CRM is seen as expensive with a difficult interface, limited database modifications, and a need for improved support and additional integration adaptors.

Ease of Deployment and Customer Service: Salesforce Sales Cloud and Pega CRM offer deployment across public and private clouds. Salesforce's customer service is often rated efficient, though some report variability in response times. Pega CRM's support, while satisfactory, is noted as less user-friendly compared to Salesforce, indicating a need for enhancement.

Pricing and ROI: Salesforce Sales Cloud, priced per-user, is seen as costly especially for small businesses but is often deemed a good investment due to its capabilities and positive ROI. Pega CRM uses customized pricing models, often perceived as high-cost but justified by its extensive functionalities suited for enterprises.

To learn more, read our detailed Pega CRM vs. Salesforce Sales Cloud Report (Updated: March 2025).

Buyer's Guide

Pega CRM vs. Salesforce Sales Cloud

March 2025

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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

Pega CRM

Ranking in CRM

18th

Average Rating

8.0

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (5th)

Salesforce Sales Cloud

Ranking in CRM

1st

Average Rating

8.4

Reviews Sentiment

7.0

Number of Reviews

114

Ranking in other categories

Opportunity Management (1st), Sales Force Automation (1st), Conversation Intelligence Software (2nd)

Mindshare comparison

As of April 2025, in the CRM category, the mindshare of Pega CRM is 1.5%, up from 1.4% compared to the previous year. The mindshare of Salesforce Sales Cloud is 9.0%, down from 10.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Q&A Highlights

it_user735081

Works at a energy/utilities company with 10,001+ employees

Oct 03, 2017

Cost Comparison between using CRM SAP vs Salesforce vs Pega

Hi thanks for your request. Each of the ERP CRM listed above has certain functionalities in common and comparing the cost between them will completely depends upon the need. Overall Salesforce and SAP CRM has CRM functionality and it is Tier 1 CRM product. Pega is not a CRM product and it specializes in BPM ( Business Process Management). Please email me and I can discuss over the phone with you for further details.

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Featured Reviews

Srinivas Ganisetti

AVP/Sr Analyst Apps at a financial services firm with 10,001+ employees

Case management feature is valuable but the pricing is expensive

I would like to suggest the solution but it really depends on your specific requirements, your business use cases and future plans. There is a significant investment involved in this solution and therefore it is very crucial to reevaluate your future necessity including automation potential and modernization plans. I would suggest that you select any kind of solution and explore alternatives of similar functionalities at a lower cost. This might help you to achieve more with less. In my experience, I would rate it between seven to eight because it offers robust capabilities. But please be aware that other BPM tools are emerging with similar features at a lower cost. Pega CRM is perceived as bulk care compared to order tools, as many of its capabilities are potentially underutilized. I would rate it 7 out of 10.

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Richard Mottershead

Enterprise Architect at a non-profit with 501-1,000 employees

Infinitely customizable, good end-to-end sales and customer management processes but lacks good documentation

Essentially, it's the CRM solution for managing customers and leads. The features that had the most significant impact on our sales efficiency include flexibility, regular updates, and very good end-to-end sales and customer management processes. AI and machine learning are on the agenda for next year. Initially, it will be very silo-based, but eventually, we'll be integrating MIBI data into our solution. Sales Cloud's reporting and analytics capabilities influenced our sales strategy quite a lot. We can build every report as a dashboard, and there are various sorts of things. We are using Tableau as our MIBI analytic solution, which is also owned by Salesforce these days.

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Quotes from Members

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

Pros

"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."

"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."

"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."

"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."

"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."

"The solution is very easy to use."

"It also reduces the duration per call, and it ensures a first time resolution of the issue."

"The case management feature is really valuable."

More Pega CRM pros

"When it comes to the lead management process, we track and evaluate the different stages and the challenges in each stage. It's so that the entire team has visibility of what's going on with each individual lead."

"The most valuable feature of Salesforce Sales Cloud is for teams the ability to do marketing on our page and to manage their marketing leads. You are able to close a deal and do the renewal. For the life cycle management for customer management, we use Salesforce Sales Cloud. The performance of the solution is good."

"The most valuable features of Salesforce Sales Cloud are code hub management and sale opportunity management."

"There is a ton of information on the dashboard. Reports are also there for us. We can analyze information across the team and across a period, such as quarterly or annually."

"The features of Sales Cloud most useful for testing and running email campaigns are highly valuable."

"The most valuable features are the reporting and the custom codes."

"The dashboards and dashboard customization are great."

"You can adapt Salesforce for all customer needs."

More Salesforce Sales Cloud pros

Cons

"The UI should be improved."

"The UI is lagging and needs to be improved."

"They should enable the data-driven streaming feature inside it."

"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."

"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."

"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."

"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"

"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."

More Pega CRM cons

"Its licensing can be improved to accommodate small companies. They provide a certain number of licenses in a set or batch, and you have to buy the set. For example, if they have 20 licenses in a set, you have to get the whole set, even if you need just three licenses, which could be a barrier for small companies. There is no option to buy fewer licenses. So, small companies have to go for a smaller CRM, such as HubSpot."

"It's a very broad tool."

"As a presale team leader, I see a need to better understand the platform because our current knowledge is limited. This makes it difficult to explore possible extensions of its use. We also want more detailed information on commercial opportunities included in the tool. It needs to include better documentation on the functions it offers."

"I would like to see a more affordable licensing model."

"The reporting features and the dashboard must be improved."

"The problem is the solution has gotten so big, it's very complex now. It's a bit difficult to figure out how to do certain actions."

"The solution's customer support is not so good."

"Salesforce Sales Cloud does not integrate with Slack or WhatsApp, for example. As a result, there is no easy way to directly log a conversation with a client that occurred on one of these platforms. There are a few things that still need to be done manually in these instances."

More Salesforce Sales Cloud cons

Pricing and Cost Advice

"The pricing is on the higher side."

"We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."

"It is expensive."

"Pricing is reasonable."

"The price is fair."

"The subscription is on a monthly basis."

"The price of Salesforce Sales Cloud could be reduced. It is expensive."

"I've seen the prices for Salesforce Sales Cloud, but I haven't been the one to handle the money. As someone who's only visually looked at the price, I would imagine it's on the pricier side, but they do have a ton of leverage, and seeing that everyone I've worked for has always been dedicated to continuing Salesforce. I've never worked for anyone who has threatened to leave. Everyone has accepted the pricing for what they offer."

"Sales Cloud is quite expensive."

"I have found Salesforce Sales Cloud to be expensive. However, it is the number one CRM solution in the world. It is worth the money."

"Not the cheapest"

More Salesforce Sales Cloud pricing and cost advice

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Answers from the Community

it_user735081

Works at a energy/utilities company with 10,001+ employees

Oct 3, 2017

Cost Comparison between using CRM SAP vs Salesforce vs Pega

See 2 answers

it_user70698

Works at Cognizant Technology Solutions

Oct 3, 2017

Read full answer

it_user747921

Vice President, CRM Product Marketing at Pegasystems

Oct 3, 2017

My advice is to compare the full investment of the CRM implementation - software, cloud and services - as from a general perspective, all top level "costs" are generally comparable. It is the cost-to-value ratio that you will want to focus upon. Also, you’ll want to assess whether you will be looking to deploy AI or not, as some vendors’ offerings are not quite as real and ready-to-deploy as others. Note that I am biased, as I am with Pega, running their CRM practice. With this said -- in terms of unbiased independent reviews, Gartner's latest Magic Quadrant for the CRM Customer Engagement Center for 2017, cites “Reference customers gave Pegasystems' overall package the best cost-to-value rating of any solution assessed for vendors in the Leaders quadrant.” A free copy of Gartner's report may be downloaded here: https://www.pega.com/gartner-crm-cec-2017 Best of luck in your research. Just let me know if I can be of any further assistance. Regards, Jeff Nicholson

Read full answer

Top Industries

By visitors reading reviews

Financial Services Firm

25%

Computer Software Company

15%

Real Estate/Law Firm

Comms Service Provider

Educational Organization

77%

Computer Software Company

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Pega CRM?

The product's deployment phase was easy.

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What needs improvement with Pega CRM?

The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications. In Siebel CRM, you have complete control over your database, you can do any datab...

See all answers

What is your primary use case for Pega CRM?

Pega CRM uses a layer cake architecture. Basically, the tool is a convenient application to use even if you are not a technical person, like a business analyst. I use the solution for the CRM modul...

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What do you like most about Salesforce Sales Cloud?

The features of Sales Cloud most useful for testing and running email campaigns are highly valuable.

See all answers

What needs improvement with Salesforce Sales Cloud?

Improving system performance and processing speed would enhance productivity and allow for even smoother workflows according to my view. Additionally, introducing faster data retrieval and real-tim...

See all answers

What is your primary use case for Salesforce Sales Cloud?

My primary use case for Salesforce is to streamline sales strategies, define key sales parameters, and manage focus areas effectively. I leverage Salesforce to record, track, and optimize our sales...

See all answers

Comparisons

Siebel CRM vs Pega CRM

Compared 29% of the time

Microsoft Dynamics CRM vs Pega CRM

Compared 17% of the time

Salesforce Service Cloud vs Pega CRM

Compared 14% of the time

Genesys Cloud CX vs Pega CRM

Compared 13% of the time

Oracle Fusion Service vs Pega CRM

Compared 7% of the time

More Pega CRM Competitors

Microsoft Dynamics CRM vs Salesforce Sales Cloud

Compared 30% of the time

SAP CRM vs Salesforce Sales Cloud

Compared 30% of the time

Oracle CX Sales vs Salesforce Sales Cloud

Compared 7% of the time

Oracle CRM vs Salesforce Sales Cloud

Compared 4% of the time

IQVIA Orchestrated Customer Engagement vs Salesforce Sales Cloud

Compared 2% of the time

More Salesforce Sales Cloud Competitors

Product Reports

Buyer's Guide

Pega CRM

March 2025

Download Pega CRM product report

Buyer's Guide

Salesforce Sales Cloud

March 2025

Download Salesforce Sales Cloud product report

Also Known As

Chordiant

Sales Cloud, SFDC, Salesforce

Overview

Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.

Pega

Salesforce Sales Cloud is a comprehensive CRM platform designed for efficient lead management, sales forecasting, and customer engagement, offering extensive customization and cloud-based accessibility.

Aimed at enhancing business efficiency, Salesforce Sales Cloud supports core business processes like CRM, lead and opportunity management, sales forecasting, and customer engagement. Its robust integration capabilities allow seamless connectivity with ERP systems and various applications. The platform offers pipeline tracking, process automation, and advanced sales cycle management. Users appreciate its cloud-based accessibility, allowing teams to operate remotely and manage sales operations effectively. However, users highlight concerns about its complexity, cost, and the need for a more intuitive interface.

What features does Salesforce Sales Cloud offer?

Customization: Tailor the CRM to meet specific business requirements.
Robust Reporting: Comprehensive analytics and data insights.
Lead Management: Efficiently manage and convert leads.
API Integration: Seamless connectivity with multiple applications.
Cloud Accessibility: Work from anywhere with cloud-based access.

What benefits should be evaluated in Salesforce Sales Cloud reviews?

Enhanced Productivity: Streamline sales processes with automation.
Improved Collaboration: Facilitate team coordination and client engagement.
Accurate Forecasting: Make informed decisions with reliable sales forecasts.
Flexibility: Accommodate diverse industry needs with ease.
Legacy System Integration: Efficiently update and integrate with existing systems.

Salesforce Sales Cloud is widely implemented across industries such as finance, healthcare, and retail, supporting sales teams in tracking and managing sales operations. Its use extends to reporting, collaboration, and enhancing client interactions, allowing companies to tailor Salesforce to meet industry-specific requirements efficiently.

Salesforce

Sample Customers

The State of Maine, Aegis, Aegon, AIG Japan, ING

Coca-Cola Enterprises, Kuoni Global Travel Services, Financial Times, Just Eat, Jobsite, H.R. Owen, PlayerLayer, O2, DMGT, Philips, Xtreme.ie, Business Stream, Remote Asset Management, Dialogue Group

Buyer's Guide

Pega CRM vs. Salesforce Sales Cloud

March 2025

Free Report: Pega CRM vs. Salesforce Sales Cloud

Find out what your peers are saying about Pega CRM vs. Salesforce Sales Cloud and other solutions. Updated: March 2025.

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