Pega CRM vs SAP CRM comparison

Pega CRM
Read 10 Pega CRM reviews
  • 571 Views
  • 417 Comparison Views
100% willing to recommend
SAP CRM
Read 42 SAP CRM reviews
  • 3,761 Views
  • 2,962 Comparison Views
83% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
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.

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To learn more, read our detailed Pega CRM vs. SAP CRM Report (Updated: July 2024).
Buyer's Guide
Pega CRM vs. SAP CRM
July 2024
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Helped 793,295 peers since 2012
 

Categories and Ranking

Pega CRM
Ranking in CRM
18th
Average Rating
8.0
Number of Reviews
10
Ranking in other categories
CRM Customer Engagement Centers (7th)
SAP CRM
Ranking in CRM
4th
Average Rating
7.6
Number of Reviews
42
Ranking in other categories
Local Government CRM (2nd), Marketing Management (4th)
 

Mindshare comparison

As of July 2024, in the CRM category, the mindshare of Pega CRM is 2.0%, up from 1.7% compared to the previous year. The mindshare of SAP CRM is 15.8%, up from 9.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
Unique Categories:
CRM Customer Engagement Centers
8.7%
Local Government CRM
43.8%
Marketing Management
23.9%
 

Q&A Highlights

it_user735081 - PeerSpot reviewer
Oct 03, 2017
Cost Comparison between using CRM SAP vs Salesforce vs Pega
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.
See all answers
 

Featured Reviews

FS
Jan 23, 2023
Great flexibility with useful locking mechanism for multiple users to work on a case concurrently
Although I see increased efforts recently, the big issue I have is with the UI, which lags in comparison to its competitors. Pega's competitors have a lot of packages that Pega doesn't have. I'd also like to see direct PDC integration. The way we do it now is almost external but if Pega could add that as a link so you can directly open the PDC, that would be helpful. They also have room to improve when it comes to where you send notifications, email templates or email notifications. Pega needs to provide a lot more libraries that users or developers can add on the fly. Most of the current applications I work on use Pega as a business rules engine. 90% of what we do is integration where we create some REST and SOAP services. When we set up, Pega supplied the URLs and set up the rules. It would be great if they could make available any URL for PDC to help developers so anyone can see who has access to that.
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SG
Aug 3, 2023
The product is slow, and the flow of information is difficult to interpret, though it is highly scalable and is suitable for global markets
The solution is slow. The algorithmic structure for queries to get the data from one place to another is really badly written. It’s probably on every legacy system. It's really slow, and it lags. Every click takes five seconds to work. It’s one major issue. The user interface and the flow of information are convoluted and difficult to interpret. It's not something we can figure out by ourselves. A lot of documentation, training, and workarounds have to be done for myself and my team members to understand how to use the system. CRMs are not that complicated anymore, but SAP is.
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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

"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 solution is very easy to use."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"The case management feature is really valuable."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"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."
"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."
More Pega CRM pros
"When we are using SAP CRM we receive more accurate results than using any other CRM system."
"We get very good support from SAP."
"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."
"The most valuable feature for me is the flexibility to consolidate the products."
"The most valuable feature is lead management and integration."
"Compared to other systems, SAP CRM has been reliable, stable, and cost-effective for us."
"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 was comfortable setting up the tool."
More SAP CRM pros
 

Cons

"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 UI should be improved."
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"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."
"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."
More Pega CRM cons
"There is no scope for integration because SAP does not allow any personal integration."
"SAP CRM should create a more user-friendly graphical user interface (GUI)."
"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."
"The solution is expensive."
"There could be some specific configurable options on the UI level to improve visibility."
"We would like the coding system within this solution to be more straightforward when carrying out general entry tasks."
"The solution is slow."
"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."
More SAP CRM cons
 

Pricing and Cost Advice

"It is expensive."
"The pricing is on the higher side."
"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."
"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."
"They should reduce the price to target small businesses."
"The company has seen an increase in revenue."
"SAP CRM is an expensive product."
"SAP CRM costs approximately a couple of thousand a month."
"The pricing from SAP is good but it takes time to realize the investment."
"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."
"There is a license required to use SAP CRM."
More SAP CRM pricing and cost advice
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Answers from the Community

it_user735081 - PeerSpot reviewer
Oct 3, 2017
Oct 3, 2017
Cost Comparison between using CRM SAP vs Salesforce vs Pega
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.
Read full answer
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
Read full answer
 

Top Industries

By visitors reading reviews
Financial Services Firm
23%
Computer Software Company
17%
Real Estate/Law Firm
6%
Government
6%
Computer Software Company
13%
Manufacturing Company
9%
Government
9%
Educational Organization
8%
 

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.
See all answers
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...
See all answers
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...
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?
I rate SAP as a three on a scale from one to ten, with one being inexpensive and ten being expensive.
See all answers
What needs improvement with SAP CRM?
If we integrate the database, processes can run much faster than usual. This could potentially improve SAP timing. Also, incorporating additional features like enhanced AI could be beneficial.
See all answers
 

Comparisons

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Genesys Cloud CX vs Pega CRM Logo
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Compared 12% of the time
Amdocs CRM vs Pega CRM Logo
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Compared 6% of the time
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Compared 33% of the time
Salesforce Sales Cloud vs SAP CRM Logo
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Compared 32% of the time
Siebel CRM vs SAP CRM Logo
Siebel CRM vs SAP CRM
Compared 11% of the time
Oracle CRM vs SAP CRM Logo
Oracle CRM vs SAP CRM
Compared 8% of the time
Zoho CRM vs SAP CRM Logo
Zoho CRM vs SAP CRM
Compared 8% of the time
More SAP CRM Competitors
 

Product Reports

Buyer's Guide
Pega CRM
July 2024
Pega CRM reportDownload Pega CRM product report
Buyer's Guide
SAP CRM
June 2024
SAP CRM reportDownload SAP CRM product report
 

Also Known As

Chordiant
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Learn More

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Pega
SAP
 

Overview

Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.

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.

 

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.
Buyer's Guide
Pega CRM vs. SAP CRM
July 2024
Free Report: Pega CRM vs. SAP CRM
Find out what your peers are saying about Pega CRM vs. SAP CRM and other solutions. Updated: July 2024.
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