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Pega Customer Service vs SAP CRM comparison

Pega and SAP are both solutions in the CRM category. Pega is ranked #30 with an average rating of 8.5, while SAP is ranked #3 with an average rating of 7.8. Pega holds a 0.2% mindshare in CRM, compared to SAP’s 11.1% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 83% of SAP users who would recommend it.
Pega Customer Service
Read 4 Pega Customer Service reviews
  • 106 Views
  • 46 Comparison Views
100% willing to recommend
SAP CRM
Read 43 SAP CRM reviews
  • 3,697 Views
  • 3,245 Comparison Views
83% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

SAP CRM and Pega Customer Service compete in the customer relationship management category. SAP CRM excels in integration capabilities, while Pega Customer Service offers superior adaptability and customization for evolving customer needs.

Features:SAP CRM provides extensive integration with enterprise systems, robust lead management, and customizable analytics for decision-making. Pega Customer Service emphasizes AI-driven automation, real-time customer interaction, and customizable engagement solutions.

Room for Improvement:SAP CRM can improve in terms of easing deployment complexity and reducing resource requirements. Pega Customer Service could enhance its integration capabilities with existing enterprise systems and expand its analytics offerings. Both could benefit from improved scalability features to handle increasing data volumes.

Ease of Deployment and Customer Service:SAP CRM usually requires significant resources and time for deployment, but it benefits from a strong global support network. Pega Customer Service offers a more modular deployment, reducing implementation time, with agile support practices that improve problem resolution.

Pricing and ROI:SAP CRM requires a large initial investment but offers high ROI, especially for businesses integrated with SAP systems. Pega Customer Service also has a considerable upfront cost but achieves faster ROI with its capability-focused pricing model, maximizing operational efficiencies.

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To learn more, read our detailed Pega Customer Service vs. SAP CRM Report (Updated: April 2025).
Buyer's Guide
Pega Customer Service vs. SAP CRM
April 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 Customer Service
Ranking in CRM
30th
Average Rating
8.6
Reviews Sentiment
7.1
Number of Reviews
4
Ranking in other categories
No ranking in other categories
SAP CRM
Ranking in CRM
3rd
Average Rating
7.8
Reviews Sentiment
6.8
Number of Reviews
43
Ranking in other categories
Local Government CRM (2nd), Marketing Management (3rd)
 

Mindshare comparison

As of April 2025, in the CRM category, the mindshare of Pega Customer Service is 0.2%, up from 0.1% compared to the previous year. The mindshare of SAP CRM is 11.1%, up from 10.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
 

Featured Reviews

Balaji Choda - PeerSpot reviewer
Offers different categories, and each is specialized by market (corporate, consumer, etc.) and line of business (consumer, corporate, or small business)
There are different categories of features. * One category is account information. Under account information, we have contact details, contact history, employment details, limits, card replacements, and card features. * Another category is card features, which include account features, benefit factors, business development services, automation teams, and promotions. There are different categories like this, and each is specialized by market (corporate, consumer, etc.) and line of business (consumer, corporate, or small business). The market can be in APAC, EMEA, or the UK. It's designed so that each task can be specialized by market and line of business.
Read full review
GodfreyNoel - PeerSpot reviewer
Excellent user experience with ease of use and reliable technical support
When SAP CRM does the maintenance, it can take a long time, which can impact business continuity because we have to wait for the maintenance team to finish their work. Maybe if SAP could establish how you can access the tool using a cloud-based environment that would be virtualization, that would be better.
Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The most valuable feature of the solution is case management and different configurations."
"The product is scalable. It works efficiently for changing existing features."
"Pega Customer Service is scalable."
"The technical support provided for all the solutions from Pega is of the same quality since they have their own internal teams and the same mechanisms, which are good for dealing with issues of different users."
"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."
"The solution is highly scalable."
"We are using the HANA Z database for CRM, which enhances the products we are currently using by making the system more efficient. Everything is connected to CRM, so we can use the data for analytics, sales forecasting, and data modeling."
"We get very good support from SAP."
"The stability is good."
"The most valuable feature is real-time data. You don't have to go to the finance team for information. On one screen, you can see if stock is available and check the customer's outstanding balance, and then you can process the order. SAP CRM's integration with other applications is easier."
"It was comfortable setting up the tool."
"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

"Pega JVM function needs to be improved."
"The licensing cost could also be improved."
"The only concern I have seen about the product is its prices."
"The product's pricing needs improvement."
"The solution needs more flexible customization, tender request, and they need to think about some of the localization aspects."
"In terms of stability, there are some latency issues."
"They could improve the product's analytics and reporting capabilities. Additionally, they could enhance its web interface speed."
"The interface could be improved."
"When features do get added, we would like the product to notify us in a timely way."
"The product is very expensive."
"Our users are using it primarily from their laptop browser and very few are using it on their mobile because the mobile is not that user-friendly."
"The solution is slow."
More SAP CRM cons
 

Pricing and Cost Advice

"The tool's pricing is flexible, and I rate it four to five out of ten."
"The solution provides licenses to users either based on the number of users or the number of cases that an end user creates."
"The product is costly."
"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."
"We pay for the license yearly."
"They should reduce the price to target small businesses."
"The pricing from SAP is good but it takes time to realize the investment."
"SAP CRM is not suitable for smaller businesses because it is expensive. The larger businesses would be able to handle the cost."
"The licensing model for SAP CRM is customer-based."
"SAP CRM is an expensive product."
More SAP CRM pricing and cost advice
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Top Industries

By visitors reading reviews
No data available
Computer Software Company
12%
Manufacturing Company
10%
Government
9%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about Pega Customer Service?
The product is scalable. It works efficiently for changing existing features.
See all answers
What is your experience regarding pricing and costs for Pega Customer Service?
The pricing model of the solution can be divided into two parts since there are two types of licenses that users can purchase. The solution provides licenses to users either based on the number of ...
See all answers
What needs improvement with Pega Customer Service?
Pega can automate the creation of permissions. The licensing cost could also be improved. For future releases, Pega packages are coming along with AI technologies. The blueprint is already in place...
See all answers
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

No data available
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Microsoft Dynamics CRM vs SAP CRM
Compared 34% of the time
Salesforce Sales Cloud vs SAP CRM Logo
Salesforce Sales Cloud vs SAP CRM
Compared 25% of the time
Zoho CRM vs SAP CRM Logo
Zoho CRM vs SAP CRM
Compared 12% of the time
Siebel CRM vs SAP CRM Logo
Siebel CRM vs SAP CRM
Compared 10% of the time
Oracle CRM vs SAP CRM Logo
Oracle CRM vs SAP CRM
Compared 9% of the time
More SAP CRM Competitors
 

Product Reports

Buyer's Guide
CRM
March 2025
Pega Customer Service reportDownload Pega Customer Service product report
Buyer's Guide
SAP CRM
March 2025
SAP CRM reportDownload SAP CRM product report
 

Overview

Pega Customer Service is a comprehensive platform designed to transform customer engagement through advanced automation and AI-driven solutions, tailored for knowledgeable audiences seeking efficient service management tools.

With Pega Customer Service, businesses can deliver superior customer experiences by leveraging its automation capabilities to streamline communication and processes. The platform supports dynamic case management, providing tailored services that adapt to individual customer needs, ensuring consistent, personalized interactions. Its robust system integrates seamlessly with existing infrastructures, enabling quick implementation and scalability. Room for improvement includes enhanced reporting functionalities and a more intuitive setup process to ease adoption for teams.

What are the key features of Pega Customer Service?
  • Dynamic Case Management: Handles complex cases efficiently with adaptable, rule-driven processes.
  • AI-Powered Automation: Automates routine tasks to free up agents for higher-value customer interactions.
  • Omnichannel Engagement: Provides consistent service across all channels, enhancing customer satisfaction.
  • Real-time Decisioning: Utilizes data insights to make informed, timely decisions during customer interactions.
What benefits and ROI can you expect?
  • Increased Efficiency: Reduces operational costs by automating repetitive tasks, boosting productivity.
  • Improved Customer Satisfaction: Provides personalized interactions that meet the expectations of today's customers.
  • Faster Resolution Times: Streamline complex cases to resolve issues swiftly and effectively.
  • Scalability: Easily adapts to business growth, ensuring a future-ready service environment.

Pega Customer Service is widely used across industries like financial services, healthcare, and telecommunications. It provides a flexible framework to meet regulatory demands and enhance customer engagement in these rapidly evolving sectors. Each industry benefits from tailored workflows and data management features specific to their needs, driving innovation and improved service standards.

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

Information Not Available
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 Customer Service vs. SAP CRM
April 2025
Free Report: Pega Customer Service vs. SAP CRM
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