Intercom Customer Communications Platform vs SAP CRM comparison

Intercom and SAP are both solutions in the CRM category. Intercom is ranked #26 with an average rating of 9.5, while SAP is ranked #3 with an average rating of 7.6. Intercom holds a 0.3% mindshare in CRM, compared to SAP’s 9.1% mindshare. Additionally, 100% of Intercom users are willing to recommend the solution, compared to 84% of SAP users who would recommend it.

Intercom Customer Communica...

Read 2 Intercom Customer Communications Platform reviews

306 Views
187 Comparison Views

100% willing to recommend

SAP CRM

Read 44 SAP CRM reviews

3,781 Views
3,479 Comparison Views

84% willing to recommend

Intercom Customer Communica...

SAP CRM

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Executive SummaryUpdated on Jul 27, 2025

SAP CRM and Intercom Customer Communications Platform are both products in the CRM and customer communication category. SAP CRM is often favored for its pricing and support structures, while Intercom is typically preferred for its user-friendly features and overall value.

Features: SAP CRM stands out with advanced analytics, extensive integration capabilities, and features suited for large enterprises seeking detailed insights. Intercom emphasizes intuitive communication tools, automation, and a user-friendly interface for streamlined interaction.

Ease of Deployment and Customer Service: Intercom's cloud-based approach enables quick deployment and easy integration with existing systems. Its customer service is efficient, complementing its fast deployment. SAP CRM, although more complex in deployment, provides significant infrastructure support, complemented by an extensive support network for larger enterprises needing more substantial assistance.

Pricing and ROI: SAP CRM involves higher initial setup costs due to its comprehensive enterprise processes, promising significant long-term ROI through detailed analytics. Intercom's more affordable setup delivers rapid returns, leveraging its specialized communication capabilities for a quicker positive impact.

To learn more, read our detailed Intercom Customer Communications Platform vs. SAP CRM Report (Updated: July 2025).

Buyer's Guide

Intercom Customer Communications Platform vs. SAP CRM

July 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

26th

Average Rating

9.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (9th), 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 August 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 9.1%, down from 10.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

Kumar Abhishek Anand

Director at Revivo Technologies

Customer support has improved significantly with seamless chat integration for quick resolutions

The feature we appreciate most about the Intercom Customer Communications Platform is the messenger functionality. We are able to integrate it into our application and provide support to customers directly through our application. The messenger works efficiently, allowing users to have conversations without entering their details repeatedly. There is conversation history available for each customer interaction, and they can access the help section within the chat itself. The Finn AI agent handles conversations both in chat and WhatsApp, which is particularly beneficial. Regarding automation tools, we have enabled the AI agent to answer customer queries instantly, reducing the need for constant staff presence. The AI agent quickly responds to customers and summarizes their issues, informing us when it cannot resolve a problem independently.

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ToniaSpight-Sokoya

Personal Service Consultant at Sokoya Networking

A CRM system that helps you automate and integrate your customer data and customer facing-activities: sales, marketing, service, and e-commerce

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 essential to ensure the system flags documents properly according to global retention policies. We need to address bugs and make sure our system fully aligns with our procedures and policies. This is crucial to prevent breaches, especially in a time when breaches are becoming more common. For instance, my personal identity was compromised four months ago when my mortgage company had a breach, and I’m still working with the FTC to clean up the damage. In my work in mortgage and financial services, I’m focused on preventing this kind of issue for our consumers and clients.

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Quotes from Members

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

Pros

"The feature we appreciate most about the Intercom Customer Communications Platform is the messenger functionality, allowing users to have conversations without entering their details repeatedly."

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

"The primary use case for us is lead creation and data management."

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

"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."

"It was comfortable setting up the tool."

"The most valuable feature for me is the flexibility to consolidate the products."

"The user interface is excellent."

"Its scalability is good."

"SAP CRM integrates well with SAP ERP which is useful."

More SAP CRM pros

Cons

"It would be beneficial if there was a way to train the AI to better understand customer language."

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

"There could be some specific configurable options on the UI level to improve visibility."

"I think what needs to be improved is the solution for Brazil's organization."

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

"CRM is costlier than its competitors."

"They have recently updated their user interface but they should continue to improve upon it in the future. Additionally, overall performance or speed of response times could be better."

"When features do get added, we would like the product to notify us in a timely way."

"The product's pricing could be better."

"They could improve the product's analytics and reporting capabilities. Additionally, they could enhance its web interface speed."

More SAP CRM cons

Pricing and Cost Advice

Information not available

"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."

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

"The pricing from SAP is good but it takes time to realize the investment."

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

"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."

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

"The solution is expensive."

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

More SAP CRM pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Manufacturing Company

12%

Computer Software Company

University

Financial Services Firm

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.

See all answers

What needs improvement with Intercom Customer Communications Platform?

For the Intercom Customer Communications Platform, we are updating our knowledge base to help the AI read more proactively. It would be beneficial if there was a way to train the AI to better under...

See all answers

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

When asked about AI tools and AI coding tools, we were using ChatGPT until recently. We switched to GitHub Copilot, which we have integrated into our IDE for software development purposes. Regardin...

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?

SAP CRM is not suitable for small companies because of the cost. It is suitable for medium and large enterprise companies.

See all answers

What needs improvement with SAP CRM?

Recently, the price of SAP CRM has increased, which is one concern. Another issue is that sometimes we experience slow performance. Reports in SAP CRM itself can become very slow. Other than that, ...

See all answers

Comparisons

Salesforce Marketing Cloud vs Intercom Customer Communications Platform

Compared 100% of the time

More Intercom Customer Communications Platform Competitors

Microsoft Dynamics CRM vs SAP CRM

Compared 34% of the time

Salesforce Sales Cloud vs SAP CRM

Compared 22% of the time

Zoho CRM vs SAP CRM

Compared 12% of the time

Oracle CRM vs SAP CRM

Compared 9% of the time

Siebel CRM vs SAP CRM

Compared 8% of the time

More SAP CRM Competitors

Product Reports

Buyer's Guide

CRM Customer Engagement Centers

August 2025

Intercom Customer Communications Platform report

Download Intercom Customer Communications Platform product report

Buyer's Guide

SAP CRM

July 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.

Buyer's Guide

Intercom Customer Communications Platform vs. SAP CRM

July 2025

Free Report: Intercom Customer Communications Platform vs. SAP CRM

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