We performed a comparison between Microsoft Dynamics 365 Customer Service and SAP CRM based on real PeerSpot user reviews.
Find out in this report how the two CRM solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Offers integration with hosted solutions."
"The insights are quite helpful."
"Microsoft Dynamics 365 Customer Service has valuable customization features."
"Integration is seamless. I have integrated Microsoft Dynamics customer service with other systems."
"Collaboration, pace of change, new features being rolled out, and support service are the valuable features of Microsoft Dynamics 365 Customer Service."
"It has easy-to-use customization features."
"The data is always available to the users regardless of location because of the tool's cloud-based nature. The solution is highly stable. I rate it a perfect ten. The product is highly scalable Microsoft Dynamics 365 Customer Service stands out due to its rich features, ease of deployment, and straightforward licensing structure."
"I liked the solution's web version and user interface."
"The solution is stable."
"We are using the HANA Z database for CRM, which enhances the products we are currently using by making the system more efficient. Everything is connected to CRM, so we can use the data for analytics, sales forecasting, and data modeling."
"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."
"We get very good support from SAP."
"The stability is good."
"The product integrates with third-party tools easily."
"The primary use case for us is lead creation and data management."
"It provides innovative ideas for implementation."
"The product doesn’t meet standard functionality. There should be enough features included in it."
"The product could be serverless."
"There are some occasional performance issues."
"The initial setup was not very straightforward because assigning the new processes with 365 was a bit complex."
"The product is expensive. It keeps improving. Once you've invested a lot in it, switching to a different system is hard."
"The technical support should be dramatically improved."
"I didn't like the solution very much because its functionality is a bit typical and old-fashioned, and the entire system needs upgrading."
"They could improve the components to be more user-friendly. It needs to be more interactive for new users to operate."
"We would like the coding system within this solution to be more straightforward when carrying out general entry tasks."
"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."
"When features do get added, we would like the product to notify us in a timely way."
"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."
"The solution is expensive."
"CRM is costlier than its competitors."
"The B2C features of SAP are strong, but they are not very known to the public and companies. They must make it more known for B2C applications or B2C use cases."
"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."
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Microsoft Dynamics 365 Customer Service is ranked 18th in CRM with 14 reviews while SAP CRM is ranked 4th in CRM with 40 reviews. Microsoft Dynamics 365 Customer Service is rated 8.0, while SAP CRM is rated 7.6. The top reviewer of Microsoft Dynamics 365 Customer Service writes "A stable solution that can be used for regular office communication, collaboration, and office documentation". 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". Microsoft Dynamics 365 Customer Service is most compared with Zendesk, whereas SAP CRM is most compared with Microsoft Dynamics CRM, Salesforce Sales Cloud, Siebel CRM, Oracle CRM and Zoho CRM. See our Microsoft Dynamics 365 Customer Service vs. SAP CRM report.
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We monitor all CRM 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.
