Salesforce Poaches 5 Customers from ServiceNow “Purgatory”
Summary
Five companies including Sunrun, Cornerstone, and CoolSys have transitioned from ServiceNow to Salesforce's new IT Service product, highlighting Salesforce's growing footprint in the ITSM market. This move signals Salesforce's intent to compete directly with ServiceNow beyond typical CRM use cases, targeting complex service environments. Salesforce’s IT Service, launched in October, now has over 180 customers, showing traction. This shift also reflects the ongoing rivalry where Salesforce gains customers as ServiceNow recruits Salesforce talent. Salesforce teams can watch this as a sign of evolving ITSM opportunities within the platform.
Takeaways
- Salesforce’s new IT Service product is gaining traction with over 180 customers.
- Five companies recently switched from ServiceNow to Salesforce’s ITSM solution.
- Salesforce aims to expand beyond CRM into enterprise ITSM markets.
- The Salesforce-ServiceNow rivalry includes customer migration and talent poaching.
- Complex SaaS and field service environments are key target industries for Salesforce ITSM.
Salesforce CEO Marc Benioff has revealed that five companies have recently migrated from one of its biggest competitors, ServiceNow, over to the CRM giant. This announcement was made as part of the company’s latest earnings call, which took place on Wednesday. These customers have moved to Salesforce’s competing ITSM product, Benioff said. Who Are These Companies? In Salesforce’s Q4 and Fiscal 2026 earnings call, Marc Benioff spoke on Salesforce’s recent developments within the ITSM space, highlighting the launch of Salesforce IT Service in October, which has now garnered over 180 customers . As part of this, Benioff also mentioned that five customers have left ServiceNow to use Salesforce’s competing ITSM product. “I especially loved five customers who got to leave the purgatory of ServiceNow, like Sunrun, Cornerstone, CoolSys, and there’s others, too, that we’re not allowed to mention,” he revealed. “But I might mention them anyway.