We performed a comparison between Pega CRM 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."Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"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."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."
"The case management feature is really valuable."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"The solution is very easy to use."
"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 primary use case for us is lead creation and data management."
"It was comfortable setting up the tool."
"The solution is highly scalable."
"The solution assists us in identifying what to send, what to offer, and what customers are buying."
"The solution is stable."
"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."
"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."
"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."
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"The UI should be improved."
"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"The solution has room for improvement around decisional and real-time data analysis."
"The UI is lagging and needs to be improved."
"They should enable the data-driven streaming feature inside it."
"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."
"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."
"The product's pricing could be better."
"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."
"SAP CRM could improve by being easier to use and customer-friendly."
"The integration of SAP CRM with the SAP platform is relatively easier as compared to any other third-party product. If you go for any other third-party product, you will have a lot of challenges in terms of integration."
"The navigation must be improved."
"When features do get added, we would like the product to notify us in a timely way."
"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."
Pega CRM is ranked 17th in CRM with 9 reviews while SAP CRM is ranked 4th in CRM with 37 reviews. Pega CRM is rated 8.2, while SAP CRM is rated 7.6. The top reviewer of Pega CRM writes "Case management feature is valuable but the pricing is expensive". 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". Pega CRM is most compared with Pega Robotic Process Automation, Microsoft Dynamics CRM, Genesys Cloud CX, Siebel CRM and Amdocs CRM, whereas SAP CRM is most compared with Microsoft Dynamics CRM, Salesforce Sales Cloud, Siebel CRM, Oracle CRM and Amdocs CRM. See our Pega CRM vs. SAP CRM report.
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