I have worked on multiple projects. Some were on the cloud, and some were on-premise. The on-premise project has been shelved now.
Founder & CEO at imfine.club
The product is stable, it has a lot of features, and the user interface is excellent
Pros and Cons
- "The user interface is excellent."
- "The navigation must be improved."
What is our primary use case?
What is most valuable?
The solution is good for sales and marketing. The integration capabilities are quite flexible on-premise. The cloud version has more features than the on-premise version. The user interface is excellent.
What needs improvement?
The navigation must be improved. If we make a mistake, we must start all over again.
What do I think about the stability of the solution?
I rate the tool’s stability an eight or nine out of ten.
Buyer's Guide
SAP CRM
January 2025
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What do I think about the scalability of the solution?
There is not much to improve. We had five to ten users.
How are customer service and support?
If the solution doesn't work as expected, we will raise a ticket with the support team, and the support persons will help us.
How was the initial setup?
The product was easy to deploy. The solution is cloud-based.
What about the implementation team?
The deployment was done with the help of third-party vendors in different phases. We deployed Lead Management first. Then, we deployed Opportunity Management. We had only two clients. One was for development, and the other for production. We did the development and provided a demo. Once the customer was satisfied with it, we moved into production. It was not complex. The third-party vendor did the maintenance.
What was our ROI?
We implemented the solution for a customer. It was integrated with SAP BW and SAP ECC. Due to the process's complexity, we built many bespoke features. The project was successful, but the resources needed to run the business increased. It had cost the organization a lot. So, they stopped using SAP and moved towards Salesforce. I had done another deployment for another organization ten years ago. They also stopped using SAP. SAP is good for massive organizations.
What other advice do I have?
SAP C4C is very simple. We used it for a simple module, like lead and opportunity. The integration capabilities on the cloud are a bit rigid. It is not flexible. When people visit websites, we take the cookies, try to create leads and communicate with them. Organizations that want to buy the product must consider their return on investment and why they need SAP. They must consider why they cannot use any other product. If the business process is complex and we need good integration, we can choose SAP.
The solution is complex for businesses where people place orders and make payments. We will have to integrate the solution with a data warehouse for the communication to go in and out. I rate the product a five out of ten for such a scenario. If an organization only does sales and marketing, I rate the tool an eight out of ten.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Group IT Head at Ashapura Minechem Ltd
A CRM solution to analyse and manage interactions that is simple to use
Pros and Cons
- "SAP is very easy to use."
- "There is no scope for integration because SAP does not allow any personal integration."
What is most valuable?
SAP is very easy to use.
What needs improvement?
There is no scope for integration because SAP does not allow any personal integration.
For how long have I used the solution?
I have been using SAP CRM for a couple of years.
What do I think about the stability of the solution?
I rate the solution’s stability an 8 out of 10.
Which solution did I use previously and why did I switch?
I have used Salesforce.
How was the initial setup?
The initial setup is complex and takes more than 6 months.
What's my experience with pricing, setup cost, and licensing?
SAP is costly and requires money for every modification.
What other advice do I have?
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.
Which deployment model are you using for this solution?
Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Buyer's Guide
SAP CRM
January 2025
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Learn what your peers think about SAP CRM. Get advice and tips from experienced pros sharing their opinions. Updated: January 2025.
837,501 professionals have used our research since 2012.
CLO at a financial services firm with 10,001+ employees
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.
Internal Controls, Risk and Access Management Officer at NCBA Group
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.
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.
Manager at a consultancy with 5,001-10,000 employees
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:
Assistance Mnager at Sistem Global Danışmanlık A.Ş.
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
Associate Vice President & Head-ITS at a pharma/biotech company with 1,001-5,000 employees
Integrates out of the box with the core SAP platform, has all required features, and is competitively priced
Pros and Cons
- "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."
What is our primary use case?
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.
How has it helped my organization?
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.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
SAP CRM is being used for almost two years.
What do I think about the stability of the solution?
It is a stable product.
What do I think about the scalability of the solution?
It is very scalable.
How are customer service and support?
Technical support is available for the platform 24/7 when you subscribe to it.
How was the initial setup?
It is fairly easy to set up. It is not at all complex.
What's my experience with pricing, setup cost, and licensing?
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.
What other advice do I have?
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.
Which deployment model are you using for this solution?
Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Senior Business Associate at Tech Mahindra
Beneficial module integration, scalable, and robust
Pros and Cons
- "I have found the most valuable feature of the SAP CRM system is its ability to integrate with other modules. SAP CRM is all about integrating with other modules. For example, SuccessFactors is their learning management. This is one use case that SAP CRM themselves use. Their lead generation versus their sales from their educational services. You can instantly receive insight into how many leads have been generated and how much it turned into real business or revenue for them. I was told in one of the seminars that the data transfer from the lead generation to sales is only 24 hours in SAP CRM."
- "Previously, the SAP CRM used to use simple servers, but now SAP uses HANA. The problem with the HANA databases is their interoperability with other solutions. SAP CRM could improve by working better with other solutions."
What is our primary use case?
I have used SAP CRM for many purposes, such as lead generation campaigns, product sales, conversion of leads, and how these leads are getting converted into real-time businesses.
The previous company I worked for was an alcohol company, they prepare spirits. Their customers are bars, large restaurants, and entertainment giants where alcoholic beverages were required.
SAP CRM is good to maintain the lead lifecycle, we have a full lifecycle. You receive an expression of interest and negotiate. Then once you negotiate, you see the economic visibility of it. You see the supply, how strategic is it, who are the competitors, and whether you have won the contract for them or not. If the contracts are being renewed, you can see the revenue you are receiving out of it every month or every quarter. SAP has that flair of ability to integrate with the different modules. For example, if you are creating a lead, you would also have the master data entry in the SAP DW or SAP planning systems. There you get to know how many caskets of liquor that you have sold last year compared to your competitors, and what portion of your marketing activity has resulted in providing revenue. You can look at your previous activities and compare them.
There are different tools we can use. For example, we have something called Anaplan. Anaplan gives you a comparison between these two systems, sales versus leads. Celonis or Alteryx could be used to find out the real-time extractions and data inputs, and provide real-time insights.
What is most valuable?
I have found the most valuable feature of the SAP CRM system is its ability to integrate with other modules. SAP CRM is all about integrating with other modules. For example, SuccessFactors is their learning management. This is one use case that SAP CRM themselves use. Their lead generation versus their sales from their educational services. You can instantly receive insight into how many leads have been generated and how much it turned into real business or revenue for them. I was told in one of the seminars that the data transfer from the lead generation to sales is only 24 hours in SAP CRM.
What needs improvement?
Previously, the SAP CRM used to use simple servers, but now SAP uses HANA. The problem with the HANA databases is their interoperability with other solutions. SAP CRM could improve by working better with other solutions.
The integration is not that easy with SAP CRM. Extractions are not very easy in SAP CRM.
For how long have I used the solution?
I have been using SAP CRM for approximately two years.
What do I think about the stability of the solution?
SAP CRM system is very robust and stable. I never saw any disruption in the SAP CRM system except in the maintenance period. The maintenance period is the time when they prune the systems of unnecessary codes, extract logs, troubleshoot, or patches. Additionally, they check the load balances. At those times, you would have downtime. Otherwise, I have never seen the SAP CRM system having any issues.
What do I think about the scalability of the solution?
SAP CRM is a scalable solution.
We have approximately 500 people using this solution.
How was the initial setup?
The initial setup of SAP CRM is not straightforward, but it's worth learning.
What's my experience with pricing, setup cost, and licensing?
SAP CRM is not suitable for smaller businesses because it is expensive. The larger businesses would be able to handle the cost.
What other advice do I have?
I would recommend this solution to others.
I rate SAP CRM an eight out of ten.
Which deployment model are you using for this solution?
Hybrid Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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