Pega Customer Service vs SAP CRM comparison

Pega and SAP are both solutions in the CRM category. Pega is ranked #35 with an average rating of 8.3, while SAP is ranked #3 with an average rating of 7.7. Pega holds a 0.3% mindshare in CRM, compared to SAP’s 3.9% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 84% of SAP users who would recommend it.

Pega Customer Service

Read 5 Pega Customer Service reviews

324 Views
305 Comparison Views

100% willing to recommend

SAP CRM

Read 44 SAP CRM reviews

3,674 Views
3,417 Comparison Views

84% willing to recommend

Pega Customer Service

SAP CRM

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Executive SummaryUpdated on Dec 19, 2024

SAP CRM and Pega Customer Service compete in the customer relationship management category. SAP CRM excels in integration capabilities, while Pega Customer Service offers superior adaptability and customization for evolving customer needs.

Features:SAP CRM provides extensive integration with enterprise systems, robust lead management, and customizable analytics for decision-making. Pega Customer Service emphasizes AI-driven automation, real-time customer interaction, and customizable engagement solutions.

Room for Improvement:SAP CRM can improve in terms of easing deployment complexity and reducing resource requirements. Pega Customer Service could enhance its integration capabilities with existing enterprise systems and expand its analytics offerings. Both could benefit from improved scalability features to handle increasing data volumes.

Ease of Deployment and Customer Service:SAP CRM usually requires significant resources and time for deployment, but it benefits from a strong global support network. Pega Customer Service offers a more modular deployment, reducing implementation time, with agile support practices that improve problem resolution.

Pricing and ROI:SAP CRM requires a large initial investment but offers high ROI, especially for businesses integrated with SAP systems. Pega Customer Service also has a considerable upfront cost but achieves faster ROI with its capability-focused pricing model, maximizing operational efficiencies.

To learn more, read our detailed Pega Customer Service vs. SAP CRM Report (Updated: September 2025).

Buyer's Guide

Pega Customer Service vs. SAP CRM

September 2025

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Helped 869,566 peers since 2012

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 Customer Service

Ranking in CRM

35th

Average Rating

8.6

Reviews Sentiment

6.0

Number of Reviews

Ranking in other categories

No ranking in other categories

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 October 2025, in the CRM category, the mindshare of Pega Customer Service is 0.3%, up from 0.2% compared to the previous year. The mindshare of SAP CRM is 3.9%, down from 11.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
SAP CRM	3.9%
Pega Customer Service	0.3%
Other	95.8%

CRM

Featured Reviews

reviewer4848291

Global Head of Digital, Process Automation at a computer software company with 51-200 employees

Pega Customer Service is an AI-powered, case-centric platform that unifies channels, automates service workflows, and empowers agents to deliver fast, personalized, and consistent customer experiences

1. User Interface Flexibility The Constellation UI architecture, while modern and consistent, limits deep customization. Users want more control over layout, branding, and dynamic UI behavior. 2. Integration Complexity Integrating with non-Pega systems (e.g., legacy CRMs, third-party APIs) can require significant effort and custom development. More plug-and-play connectors would ease adoption. 3. Learning Curve for Configuration Despite being low-code, configuring complex service flows, case types, and AI rules can be challenging for new users. Enhanced guided wizards and templates could simplify setup. 4. AI and NLP Capabilities While Pega offers AI-driven Next-Best-Action, its natural language processing (NLP) for chatbots and sentiment analysis is not as advanced as some competitors. 5. Reporting and Analytics Out-of-the-box dashboards are useful but lack deep customization. 6. Mobile Experience The mobile agent experience is functional but less optimized compared to desktop. Improvements in offline capabilities and responsive design are often requested. 7. Licensing and Cost Transparency Some customers find the pricing model complex, especially when scaling across departments or adding AI features. More modular and transparent pricing would help with budgeting and ROI planning.

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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.

Read full review

Quotes from Members

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

Pros

"The product is scalable. It works efficiently for changing existing features."

"The technical support provided for all the solutions from Pega is of the same quality since they have their own internal teams and the same mechanisms, which are good for dealing with issues of different users."

"Pega Customer Service is scalable."

"The most valuable feature of the solution is case management and different configurations."

"The product integrates with third-party tools easily."

"The platform is highly scalable."

"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."

"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."

"SAP CRM is very much customizable as per our company requirements, such as adding different kinds of products and making codes."

"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 solution is easy to use."

"It was comfortable setting up the tool."

More SAP CRM pros

Cons

"The licensing cost could also be improved."

"The product's pricing needs improvement."

"Pega JVM function needs to be improved."

"The only concern I have seen about the product is its prices."

"Improvement is needed for SAP CRM's integration with Microsoft Teams and Outlook Its integration with Microsoft collaboration software, including Teams, Outlook, and SharePoint, is not very good. There are issues with synchronization between appointments in CRM and Outlook, as well as challenges with managing contacts, which creates problems."

"It was not very stable. It was not a network problem because we were using tools that were not SAP. They were working well. But when I'm running the SAP, it's not working for us."

"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."

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

"SAP must provide a demo system for the customers."

"The product's pricing could be better."

"The navigation must be improved."

"In terms of stability, there are some latency issues."

More SAP CRM cons

Pricing and Cost Advice

"The solution provides licenses to users either based on the number of users or the number of cases that an end user creates."

"The tool's pricing is flexible, and I rate it four to five out of ten."

"The solution is expensive."

"The company has seen an increase in revenue."

"As for the product licensing, we pay an annual fee. It's important to consider setup costs and licensing based on your organization's budget and needs."

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

"The product is expensive."

"We pay for the license yearly."

"Every user needs to have a license."

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

More SAP CRM pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

35%

Computer Software Company

19%

Manufacturing Company

Performing Arts

Manufacturing Company

12%

Computer Software Company

Financial Services Firm

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	14
Midsize Enterprise	5
Large Enterprise	27

Questions from the Community

What do you like most about Pega Customer Service?

The product is scalable. It works efficiently for changing existing features.

See all answers

What is your experience regarding pricing and costs for Pega Customer Service?

Pega Customer Service uses a customized, subscription-based pricing model, which varies based on: Number of users (agents, supervisors, admins) Deployment model (cloud vs. on-premises) Feature set ...

See all answers

What needs improvement with Pega Customer Service?

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

Microsoft Dynamics 365 Customer Service vs Pega Customer Service

Compared 100% of the time

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Microsoft Dynamics CRM vs SAP CRM

Compared 35% of the time

Salesforce Sales Cloud vs SAP CRM

Compared 19% of the time

Zoho CRM vs SAP CRM

Compared 11% of the time

Siebel CRM vs SAP CRM

Compared 8% of the time

Oracle CRM vs SAP CRM

Compared 8% of the time

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Product Reports

Buyer's Guide

CRM

September 2025

Download Pega Customer Service product report

Buyer's Guide

SAP CRM

September 2025

Download SAP CRM product report

Overview

Pega Customer Service is a comprehensive platform designed to transform customer engagement through advanced automation and AI-driven solutions, tailored for knowledgeable audiences seeking efficient service management tools.

With Pega Customer Service, businesses can deliver superior customer experiences by leveraging its automation capabilities to streamline communication and processes. The platform supports dynamic case management, providing tailored services that adapt to individual customer needs, ensuring consistent, personalized interactions. Its robust system integrates seamlessly with existing infrastructures, enabling quick implementation and scalability. Room for improvement includes enhanced reporting functionalities and a more intuitive setup process to ease adoption for teams.

What are the key features of Pega Customer Service?

Dynamic Case Management: Handles complex cases efficiently with adaptable, rule-driven processes.
AI-Powered Automation: Automates routine tasks to free up agents for higher-value customer interactions.
Omnichannel Engagement: Provides consistent service across all channels, enhancing customer satisfaction.
Real-time Decisioning: Utilizes data insights to make informed, timely decisions during customer interactions.

What benefits and ROI can you expect?

Increased Efficiency: Reduces operational costs by automating repetitive tasks, boosting productivity.
Improved Customer Satisfaction: Provides personalized interactions that meet the expectations of today's customers.
Faster Resolution Times: Streamline complex cases to resolve issues swiftly and effectively.
Scalability: Easily adapts to business growth, ensuring a future-ready service environment.

Pega Customer Service is widely used across industries like financial services, healthcare, and telecommunications. It provides a flexible framework to meet regulatory demands and enhance customer engagement in these rapidly evolving sectors. Each industry benefits from tailored workflows and data management features specific to their needs, driving innovation and improved service standards.

Pega

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

Information Not Available

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 Customer Service vs. SAP CRM

September 2025

Free Report: Pega Customer Service vs. SAP CRM

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