Intercom Customer Communications Platform vs SAP CRM comparison

Intercom and SAP are both solutions in the CRM category. Intercom is ranked #29 with an average rating of 9.0, while SAP is ranked #3 with an average rating of 7.8. Intercom holds a 0.3% mindshare in CRM, compared to SAP’s 10.7% mindshare. Additionally, 100% of Intercom users are willing to recommend the solution, compared to 83% of SAP users who would recommend it.

Intercom Customer Communica...

Read 1 Intercom Customer Communications Platform review

118 Views
64 Comparison Views

100% willing to recommend

SAP CRM

Read 43 SAP CRM reviews

3,643 Views
3,231 Comparison Views

83% willing to recommend

Intercom Customer Communica...

SAP CRM

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Executive SummaryUpdated on Apr 20, 2025

SAP CRM and Intercom compete in the customer relationship management sector. Intercom has an upper hand for its innovative features and seamless customer engagement.

Features: SAP CRM offers comprehensive sales management, extensive integration capabilities, and advanced analytics. Intercom provides a user-friendly interface, real-time customer engagement, and customizable communication workflows.

Ease of Deployment and Customer Service: SAP CRM requires complex deployment due to its enterprise nature, requiring significant planning. Intercom is simpler to set up with its cloud-based approach, allowing faster deployment. Intercom generally offers more responsive customer service.

Pricing and ROI: SAP CRM usually involves higher setup costs due to customization requirements, with a potential for significant ROI in addressing complex business needs. Intercom is more cost-effective with lower initial costs, aiming for quick returns through enhanced customer interaction.

To learn more, read our detailed CRM Report (Updated: May 2025).

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CRM

May 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Intercom Customer Communica...

Ranking in CRM

29th

Average Rating

9.0

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (12th), Social CRM (6th)

SAP CRM

Ranking in CRM

3rd

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Local Government CRM (2nd), Marketing Management (3rd)

Mindshare comparison

As of May 2025, in the CRM category, the mindshare of Intercom Customer Communications Platform is 0.3%, up from 0.2% compared to the previous year. The mindshare of SAP CRM is 10.7%, up from 10.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

Karan-Singh

Account Executive at Speak Ai

A good tool that can be used to capture inbound leads and manage all customer interactions

Sometimes, the solution lags and takes time to update something. If I put a specific tag on an inbound lead, it would take around five minutes for that tag to reflect throughout the solution for all the users. If my colleague and I are using the solution simultaneously and I create a tag for a specific lead, then that tag would not be visible to my colleague for about three to four minutes. Since the solution is great at capturing leads and giving me an overview of all the people interacting with our platform, I would love to see a CRM structure created. We can create a pipeline in the solution itself, and then it can give us that CRM experience.

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GodfreyNoel

Distribution Cordinator at Unilever Inc.

Excellent user experience with ease of use and reliable technical support

When SAP CRM does the maintenance, it can take a long time, which can impact business continuity because we have to wait for the maintenance team to finish their work. Maybe if SAP could establish how you can access the tool using a cloud-based environment that would be virtualization, that would be better.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The live chat is pretty good because you can create a macro, which is a predefined input we can give customers."

"The product integrates with third-party tools easily."

"The features that are used most are the lead model and the opportunity model. We can create many different pipelines with many phases. These features improved our process in the States very well."

"SAP CRM is a scalable solution."

"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."

"SAP CRM is very fast, providing accurate information and good results."

"The stability is good."

"The solution's contract management and product hierarchy features of SAP CRM are the most beneficial for our business operations."

"The solution is easy to use."

More SAP CRM pros

Cons

"Sometimes, the solution lags and takes time to update something."

"CRM is costlier than its competitors."

"In the future, machine learning and artificial intelligence functionality need to be included."

"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."

"Improvement is needed for SAP CRM's integration with Microsoft Teams and Outlook Its integration with Microsoft collaboration software, including Teams, Outlook, and SharePoint, is not very good. There are issues with synchronization between appointments in CRM and Outlook, as well as challenges with managing contacts, which creates problems."

"The product is very expensive."

"It can be a bit more user friendly, to be honest. Sometimes there are too many apps options. It should offer better UX (user experience) to make it easier to navigate and easier to use."

"The solution is expensive."

"They should improve the design to make it more appealing to users."

More SAP CRM cons

Pricing and Cost Advice

Information not available

"The product is costly."

"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."

"SAP CRM is an expensive solution and is the most challenging aspect of the solution."

"SAP CRM is an expensive product."

"SAP CRM costs approximately a couple of thousand a month."

"We have to pay a yearly licensing fee for SAP CRM, which is expensive."

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

"The product is expensive."

More SAP CRM pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

11%

Manufacturing Company

10%

Financial Services Firm

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Intercom Customer Communications Platform?

The live chat is pretty good because you can create a macro, which is a predefined input we can give customers.

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What needs improvement with Intercom Customer Communications Platform?

See all answers

What is your primary use case for Intercom Customer Communications Platform?

We use the solution to capture leads and interact with them. Our company manages all the customer interactions through the solution.

See all answers

What do you like most about SAP CRM?

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.

See all answers

What is your experience regarding pricing and costs for SAP CRM?

Every user needs to have a license.

See all answers

What needs improvement with SAP CRM?

One area for improvement is the security model, especially regarding records management retention and the audit and legal holds. Since we're in the middle of a cloud digital transformation, it's es...

See all answers

Comparisons

No data available

Microsoft Dynamics CRM vs SAP CRM

Compared 33% of the time

Salesforce Sales Cloud vs SAP CRM

Compared 25% of the time

Zoho CRM vs SAP CRM

Compared 13% of the time

Siebel CRM vs SAP CRM

Compared 10% of the time

Oracle CRM vs SAP CRM

Compared 10% of the time

More SAP CRM Competitors

Product Reports

Buyer's Guide

CRM Customer Engagement Centers

May 2025

Intercom Customer Communications Platform report

Download Intercom Customer Communications Platform product report

Buyer's Guide

SAP CRM

April 2025

Download SAP CRM product report

Also Known As

Intercom

No data available

Overview

Intercom Customer Communications Platform enhances interactions by offering robust tools designed to streamline customer engagement and support, effectively catering to modern business communication needs.

Providing a comprehensive approach to customer interaction, Intercom facilitates seamless conversation management through its adaptable suite of messaging, logistical, and analytical features. Frequently utilized for customer support and marketing, its flexibility and user-friendly design encourage efficient communication. While offering valuable insights through analytics, some users note areas for improvement in customizability and pricing models, pointing towards a potential enhancement in fine-tuning its cost-effectiveness and adaptability to diverse business strategies.

What are the standout features of Intercom?

Live Chat: Immediate customer support through real-time messaging.
Automated Bot: Streamlines inquiries by handling routine questions.
Integration Capabilities: Connects seamlessly with third-party tools.
Inbox Management: Organizes conversations for efficient response.

What benefits and ROI should users look for?

Enhanced Customer Satisfaction: Faster resolutions lead to happier clients.
Improved Team Efficiency: Automation reduces manual workload.
Actionable Analytics: Data-driven insights optimize strategies.
Scalable Solutions: Adapts to growing business demands.

Industries such as e-commerce, SaaS, and tech-driven businesses often implement Intercom for its ability to provide personalized customer journeys. Its messaging platform excels in maintaining customer relationships and resolving issues quickly, which is crucial in these fast-paced sectors.

Intercom

SAP CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and service processes. It offers a range of features including lead management, opportunity management, campaign management, and customer service management. With SAP CRM, businesses can effectively manage their customer interactions, improve customer satisfaction, and drive revenue growth.

The solution integrates with other SAP modules, allowing for seamless data exchange and real-time insights. It also offers mobile access, enabling sales and service teams to access critical information on the go.

SAP CRM is a powerful tool for businesses looking to enhance their customer relationships and drive business success.

SAP

Sample Customers

Expensift, Moz, Invision, Salesforce, Droplr, Vend, BugHerd, Ghost, Put.io, Codeship

Brau Union Osterreich AG, Nu Skin Enterprises Inc., AOK Bundesverband, RAK Ceramics, NHS 24, Wholesale Sports Outdoor Outfitters, FC Bayern Munchen AG, Tumi, The Kellogg Company, MVV Energie AG, Anglian Water Services, German Football Association (DFB), Nebraska Book Company Inc.

Find out what your peers are saying about Salesforce, Microsoft, SAP and others in CRM. Updated: May 2025.

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