Salesforce Vs Pega

It’s critical for a firm to succeed in having good customer interactions. However, several customer relationship management tools have grown over the last decade, reducing physical labor and assisting us in creating, maintaining, and tracking client connections. Pegasystems and Salesforce are the two most used CRM solutions. Let's examine these two CRMs and see the differences in this Salesforce Vs Pega blog.

Pega and Salesforce are two of the most popular CRM platforms enterprises worldwide. They allow users to manage their customer records to provide customized services to customers. If you are undecided between the two platforms, make sure to research the finer elements of their functionality and critically compare Salesforce Vs Pega.

But, before we get into Salesforce vs Pega CRM, let's see what topics we will cover in this blog:

Salesforce vs Pega - Table of Content

What is Pega CRM?

Pega CRM is a customer service management system with live reporting and a mobile-friendly interface that enables us to study data and make account changes in real-time. Pega CRM System is available in a range of fully extensible options. It determines clients' revenue potential and sales prospects by measuring their success rates and providing historical information.

What is Salesforce CRM?

Salesforce Sales Cloud is Salesforce's cloud-based Customer Relationship Management product. Sales Cloud will help you get more deals by developing a better relationship with your clients, whether you are a novice or want to scale up your firm. Salesforce began as a software-as-a-service CRM provider. Salesforce provides various software solutions for consumers and developers to create and distribute customized software. Its architecture is multi-tenant.

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Advantages of using Pega CRM

1. View Real-Time Insights

The system analyses various data, including churn risk, lead scoring, and more, so users can access the most up-to-date information in each customer's profile.

2. Engage Customers

Use models that are constantly learning to anticipate and exceed client expectations. Users can also build and manage engagement strategies to ensure that customers receive meaningful interactions across all touchpoints.

3. Control AI Deployment

Using AI without thinking can lead to regulatory infractions and serious liabilities. Organizations can use Pega T-SwitchTM to deploy AI-based transparency thresholds to ensure compliance and mitigate risks.

4. Go Mobile

Managers and sales staff can take their work wherever they go with the Pega CRM mobile app. Users may see important information like leads, opportunities, and accounts. Notifications, alarms, geolocation, voice-to-text, and other features are included in the platform.

5. Increase Revenue

Pega CRM lets sales teams work smarter with predictive forecasting features. Utilize the data to increase repeat purchases, increase cross-sell and upsell chances, and improve customer retention.

6. Optimize Campaigns

The system is constantly learning thanks to AI. This equates to more precise advertising offers being given at the most appropriate time. It also makes the most of paid search to increase brand awareness and reach the right individuals with the correct message.

[Related Article: Pega Integration]

Advantages of using Salesforce CRM

1. Communicate using automation tools

You can avoid a delayed response by employing automated technologies. Salesforce Einstein Bots allow your support professionals to focus on more difficult duties while the technology takes care of the mundane activities like responding to chats on time.

By reacting on time and communicating with customers better, integrating this chatbot can improve customer satisfaction. It will aid consumers in remembering their customer experience whenever they interact with your brand on the web or through social media.

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2. Utilizing data analytics tools

To understand your consumers' concerns better and compare the performance of your marketing initiatives and sales strategies, use data analytics. It also displays the most popular section of your website, the best-selling product, how customers can contact your company and other daily changes.

Salesforce includes dashboards and a suite of reporting tools to assist you in collecting and analyzing data. Einstein Analytics (previously known as Wave) is a cloud-based platform for linking data from diverse sources. It gives users insights so that they can respond quickly to changing data.

3. Following customer activity

Your leads begin their journey by learning about your brand before becoming devoted customers. This section is critical for understanding their behavior and learning their specifics. You must understand how your leads will convert into customers due to their actions.

On Sales Cloud, you'll get instant access to customer information such as contact information, history, and background, among other things. You'll receive a 360-degree view of all your consumers and be able to engage with them based on their actions. Use this tool to track your audience's social media activity to learn about their opinions and concerns about your product. You may also look at the click-through rates on your email campaigns to see what works best for your customers.

4. Syncing data from various applications

Do you use additional programmes like MailChimp or G Suite in your company? If that's the case, one can easily import data from such apps into Salesforce. Having everything in one place eliminates the need to switch between programmes.

Because it is portable, this CRM improves the customer experience. The Salesforce Mobile App allows you to keep track of your data anywhere. It allows you to switch between platforms while inputting new data in real-time. Salesforce is adaptable to integrating all of your apps and data in one place.

5. Assisting customers through chat

Even if you don't see your consumers in person, you can still guide them. It is significantly safer for you to contact them via live support, especially in this pandemic. This tool simplifies the interaction and positively impacts online customer service. For example, your representatives can use chat to assist your consumers in completing their forms.

Based on the activity of your customers or followers on your website, Service Cloud's Live Agent delivers a chat box. By integrating with the client profile, your service team can provide answers. The customer's complaint might be sent to an agent knowledgeable about the subject. This feature enhances customer satisfaction by allowing agents to respond promptly.

6. Using an omnichannel feature

Responding on time is another method to become closer to your audience. We understand how difficult it is to go from one account to another to answer your followers adequately. Salesforce Service Cloud includes an omnichannel feature that enables your business to take a consistent approach across all channels, ensuring a consistent experience for your consumers.

Cases and other work are automatically shifted to the available user via omni channel routing. They will be able to keep informed and focus on the most critical tasks. Conversations from multiple channels are forwarded to the agents directly. This allows them to communicate with customers via phone, text, social media, chat, or email from a single location.

What are the Similarities & Differences between Salesforce and Pegasystems?

1. Ease of Use

  • Salesforce is regarded as a trailblazer in SaaS applications. In addition, the corporation has remained committed to the cloud-based approach. However, storing data in the cloud is still a no-no for some firms.
  • Pegasystems CRM can be installed locally, in the public cloud, or via Pega Cloud. As a result, the Pegasystems cloud computing environment is unmanaged.
  • Although Salesforce is a software as a service (SaaS) product, firms will notice a significant delay between activating a software license and receiving it. However, using Salesforce to manage a sales process is a huge plus. That job demands hiring someone well-versed in Salesforce and, as a result, engaging the assistance of a third-party vendor.
  • Pegasystems and Salesforce invest in artificial intelligence to make their products more accessible.

2. Customer Support

  • Customer support is available through Pegasystems and Salesforce. On the other hand, Salesforce has cultivated a sizable end-user community in which sales administrators and developers discuss best practices and mutual support.
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3. Features & Add-ons

  • Salesforce's CRM application now includes new features. Salesforce has a considerable advantage in terms of the breadth and depth of its app store, which allows users to explore a variety of add-ons and additional functionality, like advertising automation technology developed by Salesforce and its third-party partners. The primary customer data, which Salesforce makes available via a standard object model to all of its add-on products and third-party partner software, is at the heart of its strategy.
  • Salesforce aims to extend that notion to acquired apps, but third-party vendors can have vastly differing interface designs, resulting in unequal integration.
  • Pegasystems has ensured that all of its applications use the same code base, resulting in a more consistent user experience across a portfolio of apps that includes marketing and customer support and CRM.

4. Pega vs Salesforce Implementation

  • Salesforce is one of the first companies to offer SaaS (Software-as-a-Service) products and is committed to the cloud-based strategy.
  • Pegasystems CRM is designed to be deployed on-premises, in the public cloud, or through Pega Cloud, a Pegasystems-managed single-tenant cloud-based environment.
  • Because Salesforce is a SaaS platform, there is a large gap between simply activating a software license and being able to use Salesforce to manage the sales process effectively.
  • In most cases, this work necessitates using a salesforce or a third-party service provider.
  • Pegasystems CRM implementations, particularly those involving the company's BPM platform, will almost always necessitate system integrator level knowledge, substantially impacting the total cost of ongoing maintenance and acquisition.

5. Salesforce vs Pega Customization

  • Salesforce's CRM application may be customized in various ways. The most noteworthy is a range of limited Lightning application programming technologies that are easy enough for end-users with some programming knowledge to utilize on their own. Salesforce has recently begun publishing portions of its low-code platform as open-source code.
  • Pegasystems provides a collection of visual tools that may be used to modify any Pega application. Such technologies are more accessible to the average end user than Salesforce solutions, which require at the very least a "superuser" to utilize. As a result, businesses will find it easier to personalize Pega CRM once it is up and running.

Which CRM is Best for Your Business?

Pega CRM vs Salesforce will be determined by the scope of the company's objectives. If the goal is to enable vendors to sell more goods and services, this is the way to go. As a result, it's tough to dismiss Salesforce's capabilities. As a result, it is already known to billions of vendors.

If you want to be in charge of a digital business expansion strategy, however, the Pegasystems solution might be more cost-effective in the long run. The cost of admission is high at first. However, the purchase price can be reduced over time in some way. Standardizing on a single code base, however, provides flexibility. As a result, it can be much more significant because it will be considerably less expensive to modify an existing deployment.

Related Article Pega vs Appian

Overall Culture at Pegasystems vs Salesforce

  • Pegasystems

Employees at Pegasystems give their company's overall culture an 85 out of 100, with HR and Customer Success receiving the best marks.

  • Salesforce

Employees rank their overall culture an 80 out of 100 on a scale of one to one hundred, with Admin and Business Development scoring the highest.


We are at the end of this Salesforce Vs Pega blog. Both platforms have their own set of advantages and disadvantages. An organization's needs and preferences determine the best platform to use. The easiest method to make the best decision is to go through all of the above characteristics, determine which CRM platform checks all of the boxes for your business needs, and then go with the option that takes the lead!

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Last updated: 29 May 2023
About Author


Madhuri is a Senior Content Creator at MindMajix. She has written about a range of different topics on various technologies, which include, Splunk, Tensorflow, Selenium, and CEH. She spends most of her time researching on technology, and startups. Connect with her via LinkedIn and Twitter .

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