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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.

Buyer's Guide
SAP CRM
January 2025
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.

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
Neha_Singh - PeerSpot reviewer
Compliance Officer at a financial services firm with 10,001+ employees
Real User
Top 10
A user-friendly management system with various applications, but requiring a less complicated coding system
Pros and Cons
  • "We like that this solution has made our whole accounting function paperless."
  • "We would like the coding system within this solution to be more straightforward when carrying out general entry tasks."

What is our primary use case?

We use this solution as our accounting package.

What is most valuable?

We like that this solution has made our whole accounting function paperless.

We also appreciate that the product is quite user-friendly.

What needs improvement?

We would like the coding system within this solution to be more straightforward when carrying out general entry tasks.

For how long have I used the solution?

We have been working with this version of the product for a month, but overall with this solution for 10 years.

What do I think about the stability of the solution?

We have found it to be a very stable product.

What do I think about the scalability of the solution?

This is an easily scalable solution.

What other advice do I have?

We would rate this solution an eight out of ten.

Disclosure: My company has a business relationship with this vendor other than being a customer:
PeerSpot user
Buyer's Guide
SAP CRM
January 2025
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.
Siddhart Dosieah - PeerSpot reviewer
Information Systems Engineer at Ayuusht
Real User
Easy to integrate, offers multitenancy, and can be accessed on different platforms
Pros and Cons
  • "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 on 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."

What is our primary use case?

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 is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

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

What do I think about the stability of the solution?

SAP CRM is a stable solution.

How are customer service and support?

We found the technical support for SAP CRM good.

How was the initial setup?

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.

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

The licensing model for SAP CRM is customer-based.

Which other solutions did I evaluate?

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

What other advice do I have?

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.

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
reviewer1014294 - PeerSpot reviewer
CRM administrator at a manufacturing company with 10,001+ employees
Real User
See reports and forecasts instantly and customize as per needs.
Pros and Cons
  • "One of the main things is that the reports are very customizable. It is very easy and user-friendly to customize the reports the way the user wants. They can see the reports as per their expectations and change them accordingly."
  • "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."

What is our primary use case?

We are using SAP CRM for maintaining our customers, visits, leads, opportunities, etc... We are also using SAP CRM for our marketing campaign activities. We maintain our product and price list on it, and we are also using it for our sales forecast.

What is most valuable?

The features that I have found most valuable are that our management side can see the report instantly, they can predict the forecast, and see what is in the pipeline. They can predict how many orders they will have in each month. This is one of the good things. One of the main things is that the reports are very  customizable. It is very easy and user-friendly to customize the reports the way the user wants. They can see the reports as per their expectations and change them accordingly.

What needs improvement?

In terms of improvements, sometimes we experience downtime and maintenance time. Additionally, we sometimes see difficulties with the quotation output. So quotation output can be improved.

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. So mostly people use it on their laptop.

As for what I would like to see in the next release, it is more or less okay. I don't have any specific suggestions to improve - but it could be more user-friendly. I think it could be more user-friendly like Microsoft Dynamics which is easier for a new user, they feel comfortable using Microsoft Dynamics. Whereas sometimes for SAP CRM users see some bugs. This will happen in the C4C, which needs to be improved, because we see many bugs and error messages, even if the inputs are okay.

The interface needs to be improved.

For how long have I used the solution?

I have been using SAP CRM for almost four years. Before that we used a different CRM system.

What do I think about the stability of the solution?

Initially SAP CRM feels a little bit difficult, but when users become used to this software, it is a very good solution compared to other solutions, because I have used other solutions before, including the Lotus Notes based CRM system. It was not that much faster. I cannot compare it with Microsoft Dynamics or Salesforce, because although some might say they are better and others do not, I have not used them in our customer center.

What do I think about the scalability of the solution?

SAP CRM is scalable.

How are customer service and support?

We have both technical support from SAP and we also have an internal support team. In addition, there are very good training materials internally developed. I think the support system is very, very good. If there is any problem, then we get immediate support from our internal support team and if it's not in their scope, then we get immediate support from the SAP team.

How was the initial setup?

The initial setup is not straightforward like Microsoft Dynamics. To be fully workable, the administrator needs to customize many things. From scratch it is not very usable. To make it usable, you need to customize many things to get the expected results.

It was deployed in different countries and it took a different amount of time for different customer centers. But for Bangladesh, it took almost three to four months because we needed to extract data and to upload that from the previous CRM system. Later we needed to customize many things as per our business requirements. So it took almost three months for the implementation.

What about the implementation team?

Our deployment was initially done by a third party. One implementation engineer was there and I was there from  our side - so two people were involved for the implementation, but many other people were involved in different parts.

What other advice do I have?

On a scale of one to ten, I would rate SAP CRM an eight.

This is because, as I have said, sometimes I see some downtime and sometimes some error messages coming. For some technical reason, users faces some error messages and sometime it becomes very slow. It should not be like this. That's why I have taken 2 points off. Otherwise it is okay.

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.
PeerSpot user
Yazeed Alwkhyan - PeerSpot reviewer
Software Engineer at Pharma International Company
Real User
Top 5
Provides innovative implementation ideas and has good scalability
Pros and Cons
  • "It provides innovative ideas for implementation."
  • "The product's pricing could be better."

What is our primary use case?

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

What needs improvement?

The product's pricing could be better. 

For how long have I used the solution?

We have been using SAP CRM for one year.

What do I think about the stability of the solution?

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

What do I think about the scalability of the solution?

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

How was the initial setup?

The product’s initial setup is very straightforward.

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

The product is costly.

What other advice do I have?

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.

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
Hasan Haseeb - PeerSpot reviewer
Senior Network Engineer at accrets
Reseller
Performs well, highly stable, and helpful support
Pros and Cons
  • "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."

What is our primary use case?

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.

What is most valuable?

SAP CRM has a good performance.

What needs improvement?

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.

For how long have I used the solution?

I have been using SAP CRM for approximately 20 years.

What do I think about the stability of the solution?

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

What do I think about the scalability of the solution?

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.

How are customer service and support?

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.

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

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.

How was the initial setup?

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.

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

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.

What other advice do I have?

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.

Disclosure: My company has a business relationship with this vendor other than being a customer: Integrator
PeerSpot user
Ercan Kocak - PeerSpot reviewer
Head of Presales at Felece
Reseller
Top 5
A scalable product that integrates easily with third-party tools and provides a responsive technical support team
Pros and Cons
  • "The product integrates with third-party tools easily."
  • "SAP must provide a demo system for the customers."

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

We are providing the solution to our customers.

What do I think about the scalability of the solution?

The tool is scalable.

How are customer service and support?

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

How would you rate customer service and support?

Positive

How was the initial setup?

The implementation process is straightforward.

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

The product is expensive.

Which other solutions did I evaluate?

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.

What other advice do I have?

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

Disclosure: My company has a business relationship with this vendor other than being a customer: Reseller
PeerSpot user
DGM at Bharat Electronics Limited
Real User
Leaderboard
Initial setup simple but overall out of date
Pros and Cons
  • "The initial setup of SAP CRM was simple."
  • "SAP CRM could improve by making the solution more current, it is out of date. There are no more updates for SAP CRM."

What is our primary use case?

SAP CRM is used for companies that have large issues and for marketing leads.

What needs improvement?

SAP CRM could improve by making the solution more current, it is out of date. There are no more updates for SAP CRM.

For how long have I used the solution?

I have been using SAP CRM for 10 years.

What do I think about the scalability of the solution?

We have 150 users using SAP CRM in my organization. The people in the marketing in sales are using the solution.

How was the initial setup?

The initial setup of SAP CRM was simple.

What about the implementation team?

We used an integrator for the implementation. We have one person for the maintenance of the SAP CRM.

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

There is a license required to use SAP CRM.

Which other solutions did I evaluate?

We have evaluated other solutions.

What other advice do I have?

We are migrating to SAP HANA. I would not recommend SAP CRM.

I rate SAP CRM a six 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
Download our free SAP CRM Report and get advice and tips from experienced pros sharing their opinions.
Updated: January 2025
Buyer's Guide
Download our free SAP CRM Report and get advice and tips from experienced pros sharing their opinions.