Pega CRM vs SAP CRM comparison

Pega and SAP are both solutions in the CRM category. Pega is ranked #19 with an average rating of 7.7, while SAP is ranked #4 with an average rating of 7.9. Pega holds a 1.4% mindshare in CRM, compared to SAP’s 11.4% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 83% of SAP users who would recommend it.

Pega CRM

Read 10 Pega CRM reviews

534 Views
421 Comparison Views

100% willing to recommend

SAP CRM

Read 43 SAP CRM reviews

3,704 Views
3,209 Comparison Views

83% willing to recommend

Pega CRM

SAP CRM

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Executive SummaryUpdated on Dec 19, 2024

SAP CRM and Pega CRM are both leading products in the CRM category. Pega CRM appears to have a slight advantage due to its ease of deployment and customer service responsiveness.

Features: SAP CRM offers strong lead management and integration with SAP ERP, providing comprehensive insights from marketing to sales reporting with customization options. It is valued for its scalability, stability, and particularly for integration with SAP ERP and analytics. Pega CRM is appreciated for ease of setup, modular workflows, and robust case management features that allow non-technical users to design use cases with pre-configured workflows for customer needs.

Room for Improvement: SAP CRM users report needing enhancements in user interface, integration flexibility, and mobile accessibility. It lacks in flexibility compared to competitors like Salesforce, with calls for more customization capabilities. Pega CRM is critiqued for high costs, limited database modification abilities, and there is room for improvement in stability, UI, and data-streaming functionalities.

Ease of Deployment and Customer Service: SAP CRM is mainly on-premises, with hybrid and cloud options, but its support varies and sometimes experiences slow response times. Pega CRM is consistent with public cloud and hybrid deployments and provides responsive customer service accessible through multiple channels, showcasing a cloud-centric model with proactive support.

Pricing and ROI: SAP CRM is criticized for high pricing impacting smaller businesses, requiring significant initial investment for long-term ROI, hence more suitable for large companies. Pega CRM also shares the high-cost perception but is considered a strong investment due to its CRM capabilities, functioning with a client-specific pricing model. Both systems demand significant investment, with high ROI expected mostly at enterprise levels.

To learn more, read our detailed Pega CRM vs. SAP CRM Report (Updated: January 2025).

Buyer's Guide

Pega CRM vs. SAP CRM

January 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

19th

Average Rating

8.0

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th)

SAP CRM

Ranking in CRM

4th

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Local Government CRM (2nd), Marketing Management (4th)

Mindshare comparison

As of February 2025, in the CRM category, the mindshare of Pega CRM is 1.4%, up from 1.4% compared to the previous year. The mindshare of SAP CRM is 11.4%, up from 10.2% 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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Bruno Spiazzi

Business Process Analyst at Marcopolo SA

Good solution for controlling company processes

Our primary use case for SAP is as a principal company system and it's relatively easy to understand our process in the system. It's quite easy to analyze the configuration and make other operations make custom accounts for the application. In my opinion, it's a good experience I don't have a…

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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

"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."

"The case management feature is really valuable."

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

"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."

"The solution is very easy to use."

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

"The product's deployment phase was easy."

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

More Pega CRM pros

"The solution assists us in identifying what to send, what to offer, and what customers are buying."

"SAP CRM has a good performance."

"The features that are used most are the lead model and the opportunity model. We can create many different pipelines with many phases. These features improved our process in the States very well."

"SAP CRM is very fast, providing accurate information and good results."

"The solution is highly scalable."

"The primary use case for us is lead creation and data management."

"The flexibility to design the portal and customize it according to the needs of the clients is valuable. The integration with SAP ERP is also valuable."

"From the bank perspective, it's user-friendly and simple to develop something specific for a certain customer. It allows customization for individual customers rather than applying a one-size-fits-all approach."

More SAP CRM pros

Cons

"The UI should be improved."

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

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

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

"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."

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

"The solution has room for improvement around decisional and real-time data analysis."

More Pega CRM cons

"The product is very expensive."

"SAP CRM could improve by being easier to use and customer-friendly."

"The solution needs more flexible customization, tender request, and they need to think about some of the localization aspects."

"The implementation and integrations could be better. After we went into the production environment, we had some issues. Most of them were with the ERP integration. Many other issues were around the client's integrations between the ERP and CRM platforms. It could be more user-friendly. It wasn't very user-friendly initially, but now it's easier for them to use. Now, the users can use that platform better than at the beginning. We would like to see reports with more analytic features and artificial intelligence in the next release. For example, show more metrics and KPIs and more dynamic dashboards. Because the platform has some models, but it's not easy to use. It's a little complex."

"SAP CRM should create a more user-friendly graphical user interface (GUI)."

"There are quite a lot of missing parts in SAP CRM, which is why we do a lot of customization. Not everything is there, and some things need custom coding to cater to specific needs. It is not a plug-and-play solution with standard features, and we have to customize quite a lot."

"They have recently updated their user interface but they should continue to improve upon it in the future. Additionally, overall performance or speed of response times could be better."

"They could improve the product's analytics and reporting capabilities. Additionally, they could enhance its web interface speed."

More SAP CRM 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."

"From the maintenance perspective, SAP CRM is quite expensive compared to cloud services because the current solution they're using is managed by us and we are hosting it on servers. There is the cost of hosting, and managing servers and applications. The overhead is substantial, but this solution is a legacy system. It will take some time for the customer to migrate out of it."

"SAP CRM is an expensive solution and is the most challenging aspect of the solution."

"SAP CRM is not suitable for smaller businesses because it is expensive. The larger businesses would be able to handle the cost."

"As for the product licensing, we pay an annual fee. It's important to consider setup costs and licensing based on your organization's budget and needs."

"The product is costly."

"The solution is expensive."

"The pricing from SAP is good but it takes time to realize the investment."

"SAP CRM offers a free trial for anyone wanting to test the product before purchasing it."

More SAP CRM 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

26%

Computer Software Company

14%

Real Estate/Law Firm

Government

Computer Software Company

12%

Manufacturing Company

10%

Government

Financial Services Firm

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.

See all answers

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 SAP CRM?

Getting the right information at the right time across different programs is important. These programs lack interaction between them. IPA is a good option to bring them together.

See all answers

What is your experience regarding pricing and costs for SAP CRM?

Every user needs to have a license.

See all answers

What needs improvement with SAP CRM?

One area for improvement is the security model, especially regarding records management retention and the audit and legal holds. Since we're in the middle of a cloud digital transformation, it's es...

See all answers

Comparisons

Siebel CRM vs Pega CRM

Compared 33% of the time

Microsoft Dynamics CRM vs Pega CRM

Compared 18% of the time

Genesys Cloud CX vs Pega CRM

Compared 12% of the time

Odoo vs Pega CRM

Compared 11% of the time

Salesforce Service Cloud vs Pega CRM

Compared 10% of the time

More Pega CRM Competitors

Microsoft Dynamics CRM vs SAP CRM

Compared 33% of the time

Salesforce Sales Cloud vs SAP CRM

Compared 27% of the time

Zoho CRM vs SAP CRM

Compared 11% of the time

Siebel CRM vs SAP CRM

Compared 10% of the time

Oracle CRM vs SAP CRM

Compared 10% of the time

More SAP CRM Competitors

Product Reports

Buyer's Guide

Pega CRM

February 2025

Download Pega CRM product report

Buyer's Guide

SAP CRM

January 2025

Download SAP CRM product report

Also Known As

Chordiant

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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

SAP CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and service processes. It offers a range of features including lead management, opportunity management, campaign management, and customer service management. With SAP CRM, businesses can effectively manage their customer interactions, improve customer satisfaction, and drive revenue growth.

The solution integrates with other SAP modules, allowing for seamless data exchange and real-time insights. It also offers mobile access, enabling sales and service teams to access critical information on the go.

SAP CRM is a powerful tool for businesses looking to enhance their customer relationships and drive business success.

SAP

Sample Customers

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

Brau Union Osterreich AG, Nu Skin Enterprises Inc., AOK Bundesverband, RAK Ceramics, NHS 24, Wholesale Sports Outdoor Outfitters, FC Bayern Munchen AG, Tumi, The Kellogg Company, MVV Energie AG, Anglian Water Services, German Football Association (DFB), Nebraska Book Company Inc.

Buyer's Guide

Pega CRM vs. SAP CRM

January 2025

Free Report: Pega CRM vs. SAP CRM

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