We performed a comparison between Freshdesk and SAP CRM based on real PeerSpot user reviews.
Find out what your peers are saying about Qualtrics, Freshworks, ServiceNow and others in Customer Experience Management."It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"Omnichannel is one of the most valuable features of the solution."
"The primary use case for us is lead creation and data management."
"The solution assists us in identifying what to send, what to offer, and what customers are buying."
"The most valuable feature is lead management and integration."
"SAP CRM's most valuable at a branch level."
"When we are using SAP CRM we receive more accurate results than using any other CRM system."
"The solution's contract management and product hierarchy features of SAP CRM are the most beneficial for our business operations."
"SAP is very easy to use."
"The solution is highly scalable."
"Technical support is not the best. It could be much, much better and offer better support to users."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"I would like to see a little bit more color in the solution."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"There is no scope for integration because SAP does not allow any personal integration."
"The implementation and integrations could be better. After we went into the production environment, we had some issues. Most of them were with the ERP integration. Many other issues were around the client's integrations between the ERP and CRM platforms. It could be more user-friendly. It wasn't very user-friendly initially, but now it's easier for them to use. Now, the users can use that platform better than at the beginning. We would like to see reports with more analytic features and artificial intelligence in the next release. For example, show more metrics and KPIs and more dynamic dashboards. Because the platform has some models, but it's not easy to use. It's a little complex."
"The interface could be improved."
"What I see as a challenge against our competitor is that Salesforce comes with more flexibility, for enhancement purposes, whereas the SAP CRM Cloud is more robust and rigid. It's not flexible to implement any bespoke solution."
"There is a lot of missing data and data latency issues between the different modules of SAP CRM, which creates a lot of problems."
"When features do get added, we would like the product to notify us in a timely way."
"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."
"The solution is slow."
Freshdesk is ranked 2nd in Customer Experience Management with 27 reviews while SAP CRM is ranked 4th in CRM with 38 reviews. Freshdesk is rated 8.4, while SAP CRM is rated 7.6. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of SAP CRM writes "It integrates well with our existing solutions, so we can analyze the data for analytics, forecasting and modeling". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk, whereas SAP CRM is most compared with Microsoft Dynamics CRM, Salesforce Sales Cloud, Siebel CRM, Oracle CRM and Zoho CRM.
We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
