Investing.com -- ServiceNow (NYSE: NOW ), a leading digital workflow company, is encountering challenges with its product pricing and adoption rate, according to a system integrator’s recent interview with In Practise. The unnamed source identified pricing as a significant hurdle, with many customers considering ServiceNow’s license costs to be excessive.

The system integrator revealed that a substantial number of customers are seeking ways to optimize these costs. This sentiment is echoed by many customers who are looking for alternatives to reduce their expenditure on ServiceNow.

In addition to pricing concerns, the company is also dealing with issues related to product adoption. The system integrator noted that approximately half of ServiceNow’s products are not being used a year after their purchase, labeling them as "shelfware."

This is not a permanent situation, however. The system integrator explained that customers often begin to adopt more of the product a few years after their initial purchase. As a service provider, they often receive requests from customers who have had ServiceNow for a year or two, seeking advice on license adoption.

The system integrator’s role in this process is to guide customers on adopting more of the product. While the adoption rate may improve over time, the initial year after purchase sees about 50% of the products remaining as shelfware, according to the system integrator.

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