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Pega CRM vs SAP CRM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 19, 2024

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

Pega CRM
Ranking in CRM
17th
Average Rating
8.0
Reviews Sentiment
7.0
Number of Reviews
10
Ranking in other categories
CRM Customer Engagement Centers (5th)
SAP CRM
Ranking in CRM
3rd
Average Rating
7.8
Reviews Sentiment
6.8
Number of Reviews
44
Ranking in other categories
Local Government CRM (2nd), Marketing Management (3rd)
 

Mindshare comparison

As of July 2025, in the CRM category, the mindshare of Pega CRM is 1.5%, up from 1.4% compared to the previous year. The mindshare of SAP CRM is 9.6%, down from 10.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
 

Q&A Highlights

it_user735081 - PeerSpot reviewer
Oct 03, 2017
 

Featured Reviews

Srinivas Ganisetti - PeerSpot reviewer
Case management feature is valuable but the pricing is expensive
I would like to suggest the solution but it really depends on your specific requirements, your business use cases and future plans. There is a significant investment involved in this solution and therefore it is very crucial to reevaluate your future necessity including automation potential and modernization plans. I would suggest that you select any kind of solution and explore alternatives of similar functionalities at a lower cost. This might help you to achieve more with less. In my experience, I would rate it between seven to eight because it offers robust capabilities. But please be aware that other BPM tools are emerging with similar features at a lower cost. Pega CRM is perceived as bulk care compared to order tools, as many of its capabilities are potentially underutilized. I would rate it 7 out of 10.
ToniaSpight-Sokoya - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"The case management feature is really valuable."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"The solution is very easy to use."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."
"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."
"The product's deployment phase was easy."
"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."
"We like that this solution has made our whole accounting function paperless."
"The most valuable feature is real-time data. You don't have to go to the finance team for information. On one screen, you can see if stock is available and check the customer's outstanding balance, and then you can process the order. SAP CRM's integration with other applications is easier."
"The most important factor for recommending SAP CRM is its integration with the core SAP platform. Globally, most enterprises are using SAP as an ERP platform to manage their key business functions. SAP CRM has out-of-the-box integration with the core SAP platform. You can integrate your pre-sales and post-sales into the single platform on the SAP CRM very easily, and you can extend that CRM to your customers who can actually see what is happening to their orders—such as whether it is dispatched or not dispatched or at what stage it is—simply by logging onto the CRM platform."
"We use SAP CRM for customer service improvement. The main idea is to make sure our team has the right information when talking to customers. This helps them process things like price approvals for quotes faster. The goal is to make the product more efficient, and faster, and, in the end, provide better customer service."
"SAP CRM is very much customizable as per our company requirements, such as adding different kinds of products and making codes."
"Once the lead is matured, you can convert it into an opportunity and you can track it by the opportunity based on the product segment."
"When we are using SAP CRM we receive more accurate results than using any other CRM system."
"SAP CRM has a good performance."
 

Cons

"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"The UI is lagging and needs to be improved."
"They should enable the data-driven streaming feature inside it."
"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
"The UI should be improved."
"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."
"CRM is costlier than its competitors."
"SAP CRM could improve by being easier to use and customer-friendly."
"Previously, the SAP CRM used to use simple servers, but now SAP uses HANA. The problem with the HANA databases is their interoperability with other solutions. SAP CRM could improve by working better with other solutions."
"Recently, the price of SAP CRM has increased, which is one concern."
"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 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."
"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."
 

Pricing and Cost Advice

"The pricing is on the higher side."
"It is expensive."
"We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."
"SAP CRM costs approximately a couple of thousand a month."
"SAP CRM is an expensive product."
"There is a license required for the solution and most of my clients purchase an annual license."
"They should reduce the price to target small businesses."
"The solution is expensive."
"SAP CRM is an expensive solution and is the most challenging aspect of the solution."
"Every user needs to have a license."
"SAP CRM offers a free trial for anyone wanting to test the product before purchasing it."
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Answers from the Community

it_user735081 - PeerSpot reviewer
Oct 3, 2017
Oct 3, 2017
My advice is to compare the full investment of the CRM implementation - software, cloud and services - as from a general perspective, all top level "costs" are generally comparable. It is the cost-to-value ratio that you will want to focus upon. Also, you’ll want to assess whether you will be looking to deploy AI or not, as some vendors’ offerings are not quite as real and ready-to-deploy as ot...
See 2 answers
it_user70698 - PeerSpot reviewer
Oct 3, 2017
Hi thanks for your request. Each of the ERP CRM listed above has certain functionalities in common and comparing the cost between them will completely depends upon the need. Overall Salesforce and SAP CRM has CRM functionality and it is Tier 1 CRM product. Pega is not a CRM product and it specializes in BPM ( Business Process Management). Please email me and I can discuss over the phone with you for further details.
it_user747921 - PeerSpot reviewer
Oct 3, 2017
My advice is to compare the full investment of the CRM implementation - software, cloud and services - as from a general perspective, all top level "costs" are generally comparable. It is the cost-to-value ratio that you will want to focus upon. Also, you’ll want to assess whether you will be looking to deploy AI or not, as some vendors’ offerings are not quite as real and ready-to-deploy as others. Note that I am biased, as I am with Pega, running their CRM practice. With this said -- in terms of unbiased independent reviews, Gartner's latest Magic Quadrant for the CRM Customer Engagement Center for 2017, cites “Reference customers gave Pegasystems' overall package the best cost-to-value rating of any solution assessed for vendors in the Leaders quadrant.” A free copy of Gartner's report may be downloaded here: https://www.pega.com/gartner-crm-cec-2017 Best of luck in your research. Just let me know if I can be of any further assistance. Regards, Jeff Nicholson
 

Top Industries

By visitors reading reviews
Financial Services Firm
24%
Computer Software Company
14%
Real Estate/Law Firm
7%
Educational Organization
5%
Manufacturing Company
11%
Computer Software Company
10%
University
9%
Financial Services Firm
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Pega CRM?
The product's deployment phase was easy.
What needs improvement with Pega CRM?
The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications. In Siebel CRM, you have complete control over your database, you can do any datab...
What is your primary use case for Pega CRM?
Pega CRM uses a layer cake architecture. Basically, the tool is a convenient application to use even if you are not a technical person, like a business analyst. I use the solution for the CRM modul...
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.
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.
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, ...
 

Comparisons

 

Also Known As

Chordiant
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Overview

 

Sample Customers

The State of Maine, Aegis, Aegon, AIG Japan, ING
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 Pega CRM vs. SAP CRM and other solutions. Updated: July 2025.
861,170 professionals have used our research since 2012.