Pega CRM vs SAP CRM comparison

Pega and SAP are both solutions in the CRM category. Pega is ranked #18 with an average rating of 7.9, while SAP is ranked #4 with an average rating of 7.9. Pega holds a 1.4% mindshare in CRM, compared to SAP’s 12.3% 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

528 Views
401 Comparison Views

100% willing to recommend

SAP CRM

Read 43 SAP CRM reviews

3,755 Views
3,169 Comparison Views

83% willing to recommend

Pega CRM

SAP CRM

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Pega CRM and SAP CRM based on real PeerSpot user reviews.

Find out in this report how the two CRM solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Pega CRM vs. SAP CRM Report (Updated: October 2024).

Buyer's Guide

Pega CRM vs. SAP CRM

October 2024

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Categories and Ranking

Pega CRM

Ranking in CRM

18th

Average Rating

8.0

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th)

SAP CRM

Ranking in CRM

4th

Average Rating

7.8

Number of Reviews

Ranking in other categories

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

Mindshare comparison

As of November 2024, in the CRM category, the mindshare of Pega CRM is 1.4%, down from 1.4% compared to the previous year. The mindshare of SAP CRM is 12.3%, up from 9.3% 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

Jan 25, 2024

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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Shreyas K M S

Systems Architect at NetApp

May 25, 2022

It integrates well with our existing solutions, so we can analyze the data for analytics, forecasting and modeling

Setting up SAP CRM is straightforward. I rate it eight out of 10 for ease of setup. SAP provides all the tools and techniques were available from the vendor. However, the integration portion is a lot of work and requires some functional consultants. It takes some effort to customize the program and rewrite it to align with our business standards, but the initial implementation is straightforward. We didn't face any challenges here. Total deployment for this project took around eight or nine months, including development, testing, and validation. After deployment, the administration is fairly simple. We have to take care of the licensing part and forecast data growth for the next three or four months. We have the tools and people available for operations as well as vendor support. If we have complex issues, we can raise a ticket to the vendor and get it sorted.

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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

"The product's deployment phase was easy."

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

"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 case management feature is really valuable."

"The solution is very easy to use."

"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."

"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."

More Pega CRM pros

"The solution is highly scalable."

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

"The initial setup of SAP CRM was simple."

"The stability is good."

"The solution is stable."

"We get very good support from SAP."

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

"SAP is very easy to use."

More SAP CRM pros

Cons

"The UI should be improved."

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

"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 UI is lagging and needs to be improved."

"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."

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

"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."

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

More Pega CRM cons

"It was not very stable. It was not a network problem because we were using tools that were not SAP. They were working well. But when I'm running the SAP, it's not working for us."

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

"In terms of stability, there are some latency issues."

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

"When features do get added, we would like the product to notify us in a timely way."

"The integration of SAP CRM with the SAP platform is relatively easier as compared to any other third-party product. If you go for any other third-party product, you will have a lot of challenges in terms of integration."

"The product's pricing could be better."

"It can be a bit more user friendly, to be honest. Sometimes there are too many apps options. It should offer better UX (user experience) to make it easier to navigate and easier to use."

More SAP CRM cons

Pricing and Cost Advice

"It is expensive."

"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."

"There is a license required for the solution and most of my clients purchase an annual license."

"There is a license required to use SAP CRM."

"We pay for the license yearly."

"SAP CRM is an expensive product."

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

"The solution 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."

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

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%

Healthcare Company

Real Estate/Law Firm

Computer Software Company

12%

Manufacturing Company

11%

Government

Educational Organization

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.

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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...

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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...

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Comparisons

Siebel CRM vs Pega CRM

Compared 35% of the time

Pega Robotic Process Automation vs Pega CRM

Compared 19% of the time

Microsoft Dynamics CRM vs Pega CRM

Compared 17% of the time

Odoo vs Pega CRM

Compared 9% of the time

Genesys Cloud CX vs Pega CRM

Compared 8% of the time

More Pega CRM Competitors

Microsoft Dynamics CRM vs SAP CRM

Compared 34% of the time

Salesforce Sales Cloud vs SAP CRM

Compared 30% of the time

Siebel CRM vs SAP CRM

Compared 10% of the time

Zoho CRM vs SAP CRM

Compared 9% of the time

Oracle CRM vs SAP CRM

Compared 8% of the time

More SAP CRM Competitors

Product Reports

Buyer's Guide

Pega CRM

November 2024

Download Pega CRM product report

Buyer's Guide

SAP CRM

October 2024

Download SAP CRM product report

Also Known As

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Pega

SAP

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.

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.

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

October 2024

Free Report: Pega CRM vs. SAP CRM

Find out what your peers are saying about Pega CRM vs. SAP CRM and other solutions. Updated: October 2024.

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