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Pega CRM vs SAP CRM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 19, 2024

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
10
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
43
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 - PeerSpot reviewer
Oct 03, 2017
 

Featured Reviews

Srinivas Ganisetti - PeerSpot reviewer
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.
Bruno Spiazzi - PeerSpot reviewer
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…

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."
"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."
 

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."
"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."
 

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."
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Answers from the Community

it_user735081 - PeerSpot reviewer
Oct 3, 2017
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 ot...
See 2 answers
it_user70698 - PeerSpot reviewer
Oct 3, 2017
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.
it_user747921 - PeerSpot reviewer
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
 

Top Industries

By visitors reading reviews
Financial Services Firm
26%
Computer Software Company
14%
Real Estate/Law Firm
5%
Government
5%
Computer Software Company
12%
Manufacturing Company
10%
Government
9%
Financial Services Firm
9%
 

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.
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...
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...
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.
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...
 

Comparisons

 

Also Known As

Chordiant
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Overview

 

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.
Find out what your peers are saying about Pega CRM vs. SAP CRM and other solutions. Updated: January 2025.
837,501 professionals have used our research since 2012.