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Internal Controls, Risk and Access Management Officer at NCBA Group
Real User
Top 20
Efficiently resolves customers queries and highly stable solution
Pros and Cons
  • "SAP CRM's most valuable at a branch level."

    What is our primary use case?

    SAP CRM is good so far. It is quick and efficient. I primarily use it for managing customer queries and internal tasks.

    What is most valuable?

    SAP CRM's most valuable at a branch level. It is the most efficient for us. Also, customer queries are important for us to resolve on time. They are logged into CRM and assigned to different teams. So it's all working well for that.

    What needs improvement?

    There's always room for improvement to make the system better. Maybe SAP CRM can surprise us with something new. We would love to see more new features. 

    For how long have I used the solution?

    I been working with SAP CRM for over three years now. Although, we haven't done an upgrade yet.

    Buyer's Guide
    SAP CRM
    November 2024
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    What do I think about the stability of the solution?

    I would rate the stability a ten out of ten. 

    What do I think about the scalability of the solution?

    I would rate the scalability a ten out of ten. Around 3000 users are currently using this solution. Everyone from IT to front-end users uses the solution in our organization. 

    How are customer service and support?

    Customer service and support are good.

    How would you rate customer service and support?

    Positive

    How was the initial setup?

    I would rate my experience with the initial setup a nine out of ten, with one being difficult and ten being easy.

    The deployment takes a few hours. 

    What about the implementation team?


    What other advice do I have?

    I would definitely recommend using SAP CRM because it is an assistant that improves efficiency and responsiveness. Overall, I would rate the solution ten out of ten. 

    Which deployment model are you using for this solution?

    On-premises
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    PeerSpot user
    SAP Basis Consultant at Experis US, Inc.
    Real User
    Great support and easy to set up but can be quite expensive
    Pros and Cons
    • "Its scalability is good."
    • "CRM is costlier than its competitors."

    What is our primary use case?

    I've worked on archiving on SAP CRM. I worked on an archiving object called CRM Act-On in my last project.

    We've got something called IPC, Internet Pricing and Configurator. They have built a custom-built solution over that. Apart from that, the vendors use the CRM solution.

    What is most valuable?

    I'm not an SAP CRM expert. I don't dig deeply into the features. 

    There are use cases where I have supported it and it worked fine.

    The initial setup is not too hard.

    The solution is stable.

    Its scalability is good.

    Support has been great.

    The architecture, the business functionality, and the features really help the current existing organization.

    Integrating the existing SAP CRM with other SAP systems is easy. You would need somebody who has some cross-functional expertise if you work with both non-SAP and SAP solutions.  

    What needs improvement?

    I read somewhere that SAP has ceded space to Salesforce in this area. I have heard SAP has stopped developing SAP CRM further.

    We would like to see them offer lower pricing. There are other solutions in the market that will provide effective solutions at a much lower price. CRM is costlier than its competitors.

    For how long have I used the solution?

    I've been using the solution for four years.

    What do I think about the stability of the solution?

    The solution is very stable and offers straightforward reliability. I haven't dealt with bugs or glitches and haven't experienced crashes or freezing.

    What do I think about the scalability of the solution?

    It is not an issue if you need to scale. It can expand well. 

    I cannot speak to how many people are using the solution.

    How are customer service and support?

    We worked with SAP on my last project. We had an issue regarding the Bdocs, and then we worked with SAP support personnel.

    They were a show-stopper and they really helped us. I would rate their support highly.

    How would you rate customer service and support?

    Positive

    Which solution did I use previously and why did I switch?

    Choosing the solution was the job of the CTO. 

    There are a host of factors, including budget and support factors which will really go into decision-making. However, decisions on what to use or move away from is made at the C-suite level.

    How was the initial setup?

    The initial setup is pretty simple and straightforward. It is not difficult. People who are well-versed in CRM won't have trouble.

    What's my experience with pricing, setup cost, and licensing?

    I am not aware of the exact cost. However, my understanding is that it is quite costly.

    What other advice do I have?

    I'm an SAP consultant.

    The solution is good, and if a client was looking into it, I would compare it to others in the market and recommend what was best for the client according to their environment. Sometimes CRM is the right solution. Sometimes it may not be.

    I'd rate CRM a seven out of ten.

    Which deployment model are you using for this solution?

    On-premises
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    PeerSpot user
    Buyer's Guide
    SAP CRM
    November 2024
    Learn what your peers think about SAP CRM. Get advice and tips from experienced pros sharing their opinions. Updated: November 2024.
    823,875 professionals have used our research since 2012.
    Burce Cesur - PeerSpot reviewer
    Assistance Mnager at Sistem Global Danışmanlık A.Ş.
    Real User
    Top 5
    Gives you more efficiency and time to improve in other areas
    Pros and Cons
    • "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 is our primary use case?

      The main focus is  human resources. When employees start their jobs, we need to handle legal requirements, especially in Turkey. Therefore, we primarily develop processes for SAP integration and sometimes use MS Office programs like Excel. Additionally, if our clients use CRM systems, we ensure seamless integration.

      How has it helped my organization?

      Using IPA in this process gives you more efficiency and time to improve in other areas. For example, Vendors, SAP managers, or other employees in the sales department often interact with customers physically. While they are out all day, inputting information about potential customers into the CRM is challenging. They might use WhatsApp or Excel while traveling to quickly input this information. Then, the process begins with RPA to quickly transfer the data into the CRM. Moreover, if they have different CRM options, such as registering potential customers, they can initiate other sales strategy processes.

      What is most valuable?

      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?

      If we integrate the database, processes can run much faster than usual. This could potentially improve SAP timing. Also, incorporating additional features like enhanced AI could be beneficial.

      For how long have I used the solution?

      I have been using SAP CRM for more than three years.

      What do I think about the stability of the solution?

      The solution is stable.

      I rate the solution's stability an eight out of ten.

      What do I think about the scalability of the solution?

      I rate the solution's scalability an eight out of ten.

      How are customer service and support?

      Customer support is pretty good.

      How was the initial setup?

      I rate the initial setup as an eight on a scale of one to ten, with one being difficult and ten being easy.

      What's my experience with pricing, setup cost, and licensing?

      I rate SAP as a three on a scale from one to ten, with one being inexpensive and ten being expensive.

      What other advice do I have?

      Overall, I rate the solution a seven out of ten.

      Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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      PeerSpot user
      reviewer2082390 - PeerSpot reviewer
      Manager at a consultancy with 5,001-10,000 employees
      Real User
      Good for pipeline management
      Pros and Cons
      • "The primary use case for us is lead creation and data management."
      • "In terms of stability, there are some latency issues."

      What is our primary use case?

      The primary use case for us is lead creation and data management. We had multiple people visiting the same customer, and that was causing some issues. So managing that and having all the information in one place was a problem we needed to solve. Now, every time someone visits a customer, we have notifications sent to the main account lead, and all of that information is centralized.

      Another use case is pipeline management. It's important to keep track of regular opportunities and manage them efficiently. So, we use SAP CRM for that purpose as well.

      How has it helped my organization?

      We have around 300 to 400 users in the organization. We are mostly accountants and other roles, not related to IT.

      What is most valuable?

      One of the valuable features for me is email.

      What needs improvement?

      An area of improvement could be in reducing latency.

      For the next release, I would like to see the feature for better email integration. I've used Salesforce in the past. They have much better email integration.

      For how long have I used the solution?

      I have been using the SAP CRM for almost a decade now. It has been around ten years. Back then, it wasn't specifically SAP CRM, but rather an ERP suite from SAP that required customers to log in. I am currently using the latest version.

      What do I think about the stability of the solution?

      In terms of stability, there are some latency issues. I would rate it a seven out of ten.

      What do I think about the scalability of the solution?

      The scalability of the solution is good. I would rate it a nine out of ten.

      How are customer service and support?

      The customer support team is quite supportive.

      How would you rate customer service and support?

      Positive

      What about the implementation team?

      We have an internal team. I don't think anything is easy to deploy in a day. We have a dispatch system, which presents challenges. It's very characteristic of our company. I doubt if anyone could say it was easy to deploy. I've never seen a deployment go smoothly in the last ten years. Although, we didn't need any external assistance.

      The deployment took about three months. There were some evaluation phases, and perhaps some configuration phases, but half the time we didn't know what we wanted or how we wanted it. It was difficult to evangelize what we needed to solve our problem. Sometimes, you need a business consultant to tell you what the structure can be and what you should want.

      What's my experience with pricing, setup cost, and licensing?

      On an annual basis, the subscription cost was half a million dollars for us.

      What other advice do I have?

      I would definitely recommend using the product. I would rate it an eight out of ten.

      Which deployment model are you using for this solution?

      Public Cloud
      Disclosure: My company has a business relationship with this vendor other than being a customer:
      PeerSpot user
      OğuzKalaycı - PeerSpot reviewer
      System engineer at Yaşar Holding
      Real User
      Top 5Leaderboard
      A stable solution that is easy to use and provides fast customer support
      Pros and Cons
      • "The tool is easy to use."
      • "The product is very expensive."

      What is our primary use case?

      We use the solution for finances. We use the production environment very often.

      What is most valuable?

      The tool is easy to use.

      What needs improvement?

      The product is very expensive.

      For how long have I used the solution?

      I have been using the solution for many years.

      What do I think about the stability of the solution?

      The product is very stable.

      What do I think about the scalability of the solution?

      The product is scalable. Approximately 500 to 1000 people in our organization use the solution.

      How are customer service and support?

      We have contacted support. The support team answers fast.

      How was the initial setup?

      We are moving to the cloud environment.

      What other advice do I have?

      I will recommend the solution. Our software developers are working on creating a CRM program. We will switch to it once it is created. Overall, I rate the solution a nine out of ten.

      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      PeerSpot user
      CLO at a financial services firm with 10,001+ employees
      Real User
      Offers ability to use call function modules, customization but challenges when people do implementations
      Pros and Cons
      • "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."
      • "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."

      What is our primary use case?

      I work in a bank, so our use cases include setting up bank customers, managing customer product portfolios, handling banking services, and migrating accounts, among other things.

      How has it helped my organization?

      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.

      What is most valuable?

      It has a straightforward language, especially when using APIs and object orientation, so that is the most valuable aspect for me. It has call function modules, allowing you to perform tasks without coding everything yourself. We can just call function modules to do the work for us.

      What needs improvement?

      SAP CRM solution will not be supported going forward. We are moving to the cloud and any improvements made to the current solution will not add much value to what we are doing. We will not be looking at CRM post-2027.

      However, 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. 

      For how long have I used the solution?

      We have been using it since 2013. So, it has been ten years. 

      What do I think about the stability of the solution?

      It is quite a stable solution. It's only the challenge when people do implementations and they don't make sure that what they're implementing is fully tested and it's fully current. That's where the issue comes in. But over and above that, we only have the staff agencies that we can call and authenticate. But in my perspective, I find that sometimes they do take their own time to access. 

      What do I think about the scalability of the solution?

      It is a scalable solution. There are quite a lot of end users in our organization. 

      How are customer service and support?

      The customer service and support are average. The support is not available on the website.

      Moreover, they are not always available. So you find that you are doing something in your support, but they will tell you it's not affecting the customers, and that they sometimes rate incidents as lower priority than the customer would expect. This can lead to delays in resolving problems. Even that take three to four days if you are lucky. 

      How would you rate customer service and support?

      Neutral

      How was the initial setup?

       

      What about the implementation team?

      We've got a basic team that is responsible for setting up the environment with corporate revisions, which are responsible for giving us the correct access. We just came in to get a look, but I'm involved in the assessment upgrade; we need to upgrade.

      It is not difficult to maintain if you stay up-to-date on upgrades. For example, one time we skipped upgrades for two years and we found it very difficult to catch up. However, now that we are doing upgrades every year, we find it to be a much easier process.

      Which other solutions did I evaluate?

      I've been in a couple of programs since 2009. The only con for SAP is that you don't own the system. The system is owned by SAP. So there are some things that you cannot change. And there are some things that you can customize for yourself. 

      Otherwise, it's a pretty much simple system. It is very user-friendly, but I'm not happy with the level of support at the moment.

      What other advice do I have?

      It's entirely recommended, especially now that you are interested in seeing something like HANA, which is a very good product that can process your huge databases that would normally take three hours in five minutes, for example, because of the way the structure, the other business at the time. So, it's something to use, especially for bigger companies, which have quite a huge database.

      Overall, I would rate the solution a seven out of ten. 

      Which deployment model are you using for this solution?

      On-premises
      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      PeerSpot user
      reviewer1606863 - PeerSpot reviewer
      Senior Manager at a manufacturing company with 10,001+ employees
      Real User
      Top 20
      The solution has missing data and data latency issues, though its product hierarchy features are beneficial
      Pros and Cons
      • "The solution's contract management and product hierarchy features of SAP CRM are the most beneficial for our business operations."
      • "There is a lot of missing data and data latency issues between the different modules of SAP CRM, which creates a lot of problems."

      What is most valuable?

      The solution's contract management and product hierarchy features of SAP CRM are the most beneficial for our business operations.

      What needs improvement?

      There is a lot of missing data and data latency issues between the different modules of SAP CRM, which creates a lot of problems. SAP CRM uses a patch program between the modules to send data from one system to another.

      We faced two challenges with SAP CRM. One is the data latency issue, wherein data gets missed sometimes between the integration. Since it's always in a batch job, the data is not in real-time.

      SAP CRM is a very old technology. Functionality-wise, it has a lot of capabilities, but the user interface and user experience are all very old-fashioned. The solution has some strong features, but the overall usage experience is something it needs to improve.

      For how long have I used the solution?

      I have been using SAP CRM for three years.

      What do I think about the stability of the solution?

      I rate SAP CRM an eight out of ten for stability.

      What do I think about the scalability of the solution?

      More than 1,000 users are using the solution in our organization. I use SAP CRM on a daily basis.

      What other advice do I have?

      We use the solution to manage our customer content. We also manage the bidding, invoice, and time submission with SAP CRM.

      There is some integration between SAP CRM and other systems, which is very complicated and difficult to understand.

      Overall, I rate SAP CRM a five out of ten.

      Which deployment model are you using for this solution?

      On-premises
      Disclosure: I am a real user, and this review is based on my own experience and opinions.
      PeerSpot user
      Vimal Bhardwaj - PeerSpot reviewer
      Deputy Manager, Information Technology at Greenpanel Industries
      Real User
      Top 5Leaderboard
      Provides good scalability, but the UI needs improvement
      Pros and Cons
      • "The platform is highly scalable."
      • "There could be some specific configurable options on the UI level to improve visibility."

      What is our primary use case?

      We use the product for quotation creation, sales management, master data management, and service management.

      What needs improvement?

      They could improve SAP CRM's UI. Customers prefer dynamic applications for insight access view. There could be some specific configurable options on the UI level to improve visibility.

      For how long have I used the solution?

      We have been using SAP CRM for two years. At present, we use the latest version.

      What do I think about the stability of the solution?

      I rate the product's stability a seven out of ten.

      What do I think about the scalability of the solution?

      The platform is highly scalable. It is more suitable for enterprises than small businesses.

      How are customer service and support?

      The quality of technical support services depends on the partner we are collaborating with. They help us in customizing the product. I have already worked in an SAP organization before. I provided support to clients worldwide. I know various aspects, including terms and conditions for creating tickets.

      How was the initial setup?

      The initial setup process has moderate complexity. We can deploy it on the cloud within a week if we have the code.

      What was our ROI?

      The ROI for the product depends on the account one wants to purchase, considering the budget.

      What's my experience with pricing, setup cost, and licensing?

      SAP CRM is an expensive product.

      What other advice do I have?

      I rate SAP CRM a seven out of ten.

      Which deployment model are you using for this solution?

      Public Cloud
      Disclosure: My company has a business relationship with this vendor other than being a customer: Implementer
      PeerSpot user
      Buyer's Guide
      Download our free SAP CRM Report and get advice and tips from experienced pros sharing their opinions.
      Updated: November 2024
      Buyer's Guide
      Download our free SAP CRM Report and get advice and tips from experienced pros sharing their opinions.