SAP CRM Reviews

When I was in sales earlier, we used SAP CRM for several important tasks. We entered customer orders into the system, and we could also check a customer's outstanding balance through the product. This helped us determine whether we could process a new order for that customer.

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. 

Analytics can be done through reports. It's very easy. Many reports are by default, and there are many reports that you can create. You can customize the report to meet customer requirements.

The tool's installation on the cloud takes time, but it should be easier. One transaction takes around one to one and a half hours. 

I have been working with the product for five years. 

I rate the tool' stability a ten out of ten. 

I rate SAP CRM's scalability a ten out of ten. My company has 200 users who use it daily. 

I've used the tool's tech support. It's available 24/7. We have dedicated people for every project, so SAP supports us directly. We can go straight to SAP for clarification and resolution for any issue we face. They're customer-friendly. 

I have worked with Salesforce. It is not even half as useful as SAP CRM. 

We don't have to install transactions again and again newly. All transactions should be on the cloud by default, and we can select what we want to use or what access to give to which users.

Every user needs to have a license. 

I rate the overall product a nine out of ten. The only problem is that the customer cannot describe exactly what they need. When we deliver it, they say that it should have been like this or like that, so we have to make changes to the results.

The product is deployed organization-wide. I am using it specifically for my geography, India. With the list of clients in India, we can query and gain global insights into the work done with each client within our company.

I work at a Big Four organization in the business consulting team. We have 50,000 clients. Almost 90% of Fortune 2000 companies are our clients. Within them, there are many smaller business units and entities. CRM tracks all the relationships between different business entities because one parent entity could have 150 or 200 company entities associated with it.

We use the tool to create an opportunity to talk to the companies. We deliver or create an engagement code using it, which then goes into our engagement management platform. Everything else, including invoicing, happens outside of the CRM.

Globally across all of our businesses, the product is largely used to figure out who is doing what kind of work with a particular client. We maintain complex customer hierarchy structures and data points. We try to create and maintain opportunities.

The solution is suitable for all global markets. Certain data-related regulations and policies from data governance or accessibility can be plugged in and localized for each country while maintaining a global data record set. We can move through everything seamlessly.

We started to unify everything on SAP eight to ten years ago. We still have 10% of our entity companies to be brought on SAP. Ten years ago, we had 30 different CRMs used across the organization. Over time, all of it has been successfully brought on board into SAP CRM.

The solution is slow. The algorithmic structure for queries to get the data from one place to another is really badly written. It’s probably on every legacy system. It's really slow, and it lags. Every click takes five seconds to work. It’s one major issue.

The user interface and the flow of information are convoluted and difficult to interpret. It's not something we can figure out by ourselves. A lot of documentation, training, and workarounds have to be done for myself and my team members to understand how to use the system. CRMs are not that complicated anymore, but SAP is.

I have been using SAP CRM since November 2022.

The solution is highly scalable. It works at scale. It is one of the key reasons for us to use SAP. At least 70% of the people in my organization would have some interaction with the product. I spend two hours a week on the solution.

I need to be involved when certain processes are being executed, and records are being created on the system. Almost 70% of my company would probably use SAP CRM for maybe an hour or two hours a week. There would be some employees with specialized roles that are spending their entire day on it. I don't know how large the administration and IT teams are.

There is a dedicated team in our organization for resolving any issues. A joint team was created with SAP experts and internal employees from our company who were trained to support us.

There were four or five big options for us to choose from. From a core system perspective and scalability, SAP was winning out over Microsoft. Other CRM providers would have been audit clients for our organization. There would be a conflict of interest. Therefore, we could not consider their CRM even if we wanted.

The initial setup is extremely complex. We are a fifty-billion-dollar organization with 400,000 people, so the setup will be complex irrespective of the software.

The solution might be expensive. HubSpot is the most cost-effective of the lot. Salesforce also has competitive pricing.

Compared to Salesforce, HubSpot, or anything else, the solution is not good. We are a 150-year-old company with 400,000 employees worldwide. SAP as a company has a certain trust that it commands regarding the availability and functionalities and the ability to support the highly complex enterprise use cases that we have. There are 200 to 400 other units globally within our company. Each of them has their own requirements from SAP CRM. They could be using it differently than what we are using it for.

HubSpot or Salesforce should do the job if you need services for a big company. If you're a small company, just go blindly to HubSpot. I prefer Salesforce or HubSpot over SAP. I recommend Salesforce for large companies above a billion dollars in revenue. HubSpot is the right choice for a company with less than a hundred million in revenue.

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

Our use case for SAP CRM is for customer profiling and mapping to have all the information related to each customer in our main database. We also use the solution to liaise with customers externally.

What I found most valuable in SAP CRM is its multitenancy, and you can use it from your website, SMS, and even social media, and it's all integrated, so my company is trying to leverage all of those.

As SAP CRM is still in its pilot version in my company, and my team is still experimenting on it, there's little room for exploration, but its setup is not as straightforward, so this could be an area for improvement.

We've been experimenting on the pilot version of SAP CRM for the past two years.

SAP CRM is a stable solution.

We found the technical support for SAP CRM good.

The initial setup for SAP CRM has not been straightforward, and we're still trying to get it tuned correctly.

In terms of how long the setup took, it was around one and a half to two years to get a basic understanding of the process, but we didn't have any deadlines, and that could be why the setup took that long. If we had a deadline, we could have cropped down on the setup time.

The licensing model for SAP CRM is customer-based.

We didn't use other CRM solutions prior to SAP CRM because it's our main system and it's much easier to integrate.

My company is using SAP CRM, particularly its pilot version.

In my company, SAP CRM is used internally by a dedicated team of customer service officers that handle and operate the business. Internally, forty to fifty people use SAP CRM, but in terms of the customer base of my company, five hundred thousand people use the solution.

My rating for SAP CRM is eight out of ten.

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.

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.

The integration is not that easy with SAP CRM. Extractions are not very easy in SAP CRM.

I have been using SAP CRM for approximately two years.

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.

SAP CRM is a scalable solution.

We have approximately 500 people using this solution.

The initial setup of SAP CRM is not straightforward, but it's worth learning.

SAP CRM is not suitable for smaller businesses because it is expensive. The larger businesses would be able to handle the cost.

I would recommend this solution to others.

I rate SAP CRM an eight out of ten.

We use SAP CRM for reading and writing data. It helps us understand the supply chain code of the database.

The product's pricing could be better. 

We have been using SAP CRM for one year.

It is a very powerful product. I rate its stability a ten out of ten.

I rate SAP CRM’s scalability a ten out of ten.

The product’s initial setup is very straightforward.

The product is costly.

I rate SAP CRM a ten out of ten. I advise others to go ahead to use this technology. It is beneficial for the environment. It provides innovative ideas for implementation. It will save a lot of money in the future.

The solution is popular in Turkey. Overall, the solution is very good. The product integrates with third-party tools easily. It also integrates very easily with SAP solutions like S/4HANA.

SAP doesn’t have a trial solution for CRM. Salesforce allows customers to try the tool online. SAP must provide a demo system for the customers. The tool must add a WhatsApp integration to the standard solution. It already provides integration with Microsoft Teams.

We are providing the solution to our customers.

The tool is scalable.

The technical support is very good. It is better than SAP Hybris. The response time is very good.

Positive

The implementation process is straightforward.

The product is expensive.

In Turkey, SAP’s main competitor is Microsoft. It is cheaper than SAP CRM. Globally, Salesforce is SAP’s main competitor. The UI and UX of Salesforce are very good. SAP is developing a new solution to compete with Salesforce, but it is not launched yet. SAP is working on improving its user interface.

I recommend the tool to others. Overall, I rate the product a ten out of ten.

Our client is using SAP CRM for many purposes, such as invoicing, staffing, and managing HR. The solution has modules and they are using them for different purposes.

SAP CRM has a good performance.

SAP CRM could improve in the area of user-friendliness. It would help if you had an engineer to do the administration. The migration is complex when moving from the old version to the latest version.

I have been using SAP CRM for approximately 20 years.

SAP CRM is a highly stable solution. It is one of the best on the market.

I have found that SAP CRM is scalable.

We have more than five customers using SAP CRM. Some use SAP B1, and others SAP ECC 6. All intend to migrate to SAP HANA sooner or later.

We are the ones who are logging support tickets on behalf of customers. SAP CRM is a reliable partner for us. The support from SAP is good.

I have used other solutions previously and there is a handful of solutions that are enterprise-grade CRMs. These solutions are PeopleSoft, Oracle, and SAP. There are only a few. 20 years ago, SAP was the market leader, and still is SAP the market leader. Our clients are happy with SAP CRM.

The initial setup of SAP CRM can be complex but it depends on who is doing it. For us it was straightforward. 

SAP CRM has components, such as a development environment and testing environment. The length of time it takes to the implementation depends on either requirement. I cannot say universally it's straightforward. It depends on how large the customer is and how large their database is.

Our requirements are quite complex, our customers like to use the solution and we are supporting them.

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.

If a company wants to change from SAP CRM it is very difficult. They would need to train hundreds of employees. They will be stuck with SAP CRM. My clients use this solution for their HR system, payroll, leave the system, and invoicing system, and everything is linked to SAP CRM only.

My clients will soon to SAP HANA or maybe SAP cloud.

I would recommend SAP CRM.

I rate SAP CRM an eight out of ten.

We use SAP CRM mostly for customer contact and lead management.

The most valuable feature is lead management and integration.

SAP CRM could improve by being easier to use and customer-friendly.

I have been using SAP CRM for approximately 13 years.

The implementation is difficult and could be easier.

SAP CRM costs approximately a couple of thousand a month.

I rate SAP CRM a six out of ten.