SAP CRM Reviews

I manage projects that include use cases from finance. I take them from beginning to end and manage the expectations. One of our concerns is having a secure infrastructure. In-depth security is part of our design.

The primary use cases are build leads between customers and salespeople. It facilitates the order-to-cash (OTC) process and reduces the time to market.

We get very good support from SAP.

In the future, machine learning and artificial intelligence functionality need to be included. This would be an enhancement to the product.

The dashboards have to be enhanced to make them better for top-level management.

The order-to-cash process should use a lean approach.

Improving the performance would help to address value-added for the company.

I would like to see enhancements made to the security. Cyber fraud is a concern for us.

We have been working with SAP CRM for several years. One of our projects began in 2017.

This product is stable at the moment. 

The scalability is good and it can handle a large volume of data.

The support team is very reactive. When we have a lot of support requests from our customers, the SAP team helps us to clear the backlog. The responses to our queries are very fast.

There is not a lot of bandwidth usage between our support team and SAP support.

We use Microsoft Dynamics CRM in our African offices.

I recommend using SAP CRM in all regions except for Africa. We use Microsoft Dynamics CRM in Africa because we did not have an SAP partner in the region. However, there is now a partner in North Africa, so we will be migrating all of the Microsoft Dynamics to SAP. That said, it will take time.

SAP is more scalable than Microsoft Dynamics CRM. SAP, however, is more expensive, although it provides more benefit to us.

The deployment is a complex process.

It takes between a year and two years to implement. One of the projects that we completed in our region began in 2017 and was delivered at the end of 2018.

We may use a consultant for deployment because it takes time.

This product is a good investment but you have to consider it long-term. The benchmark should not be set during the first year. Rather, it will take between three and five years to see the value.

In the beginning, pricing is expensive. This is because you need to build a landscape within five to ten years. The pricing from SAP is good but it takes time to realize the investment.

We recommend SAP because we have experience with it on a global level.

I would rate this solution a ten out of ten.

SAP is very easy to use.

There is no scope for integration because SAP does not allow any personal integration.

I have been using SAP CRM for a couple of years.

I rate the solution’s stability an 8 out of 10.

I have used Salesforce.

The initial setup is complex and takes more than 6 months.

SAP is costly and requires money for every modification.

SAP CRM is a legal product and very useful. 

I cannot recommend SAP CRM. I recommend Cisco because It's easy to use.

Overall, I rate the solution an 8 out of 10.

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.

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.

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.

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. 

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

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. 

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

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. 

Neutral

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.

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.

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. 

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

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.

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. 

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

I would rate the stability a ten out of ten. 

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. 

Customer service and support are good.

Positive

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. 

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. 

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.

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

One of the valuable features for me is email.

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.

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.

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

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

The customer support team is quite supportive.

Positive

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.

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

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

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. 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.

I have been using SAP CRM for three years.

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

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

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.

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.

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.

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.

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.

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

The solution is stable.

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

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

Customer support is pretty good.

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

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

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

SAP CRM is primarily being used to monitor our sales team's performance.

It's a software as a service (SaaS) model. It's run from a public cloud.

Our sales team is located in different geographies in the world, and their interactions with our customers are being tracked and recorded in the CRM platform. At any point in time, we can see the performance of the salespersons. We can see:

• What is there in the pipeline in the upcoming three to six months?
• What kind of order is available? 
• What kind of engagement is happening? 

All these can be tracked through the CRM.

The most important factor for recommending SAP CRM is its integration with the core SAP platform. Globally, most enterprises are using SAP as an ERP platform to manage their key business functions. SAP CRM has out-of-the-box integration with the core SAP platform. You can integrate your pre-sales and post-sales into the single platform on the SAP CRM very easily, and you can extend that CRM to your customers who can actually see what is happening to their orders—such as whether it is dispatched or not dispatched or at what stage it is—simply by logging onto the CRM platform.

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. 

Every end-user uses a smartphone nowadays. The user interface on the smartphone can be improved a bit so that you can do almost all the work from your mobile. You don't have to go to the desktop or the laptop to log in. The mobile user interface can be further improved and enriched so that you can easily manage your CRM functionalities straight from your smartphone. 

SAP CRM is being used for almost two years.

It is a stable product.

It is very scalable.

Technical support is available for the platform 24/7 when you subscribe to it.

It is fairly easy to set up. It is not at all complex.

Its price is reasonable. As compared to other CRMs, this CRM is competitively priced.

They have multiple flavors with different sets of functionality. Pricing is based on the flavor that suits your requirement. If you have more users, the cost will come down. 

For an SAP ERP customer, SAP CRM should be a natural choice. Because of the out-of-the-box integration feature, you need not put too much effort to integrate these two platforms. This is the single most important factor for considering SAP CRM. You can easily integrate the cloud CRM, as well as on-premises SAP CRM. It also has all the required and standard features of CRM functionality.

I would rate it an eight out of 10.