We performed a comparison between Salesforce Sales Cloud, SAP CRM, and SugarCRM Platform based on real PeerSpot user reviews.
Find out what your peers are saying about monday.com, Microsoft, Salesforce and others in CRM.
"I like that Salesforce is ERP agnostic. In the past and at different companies, I have implemented new or replacement ERPs. It's best in class. I like that it's a SaaS. I like that it can work on any device—any Windows, Android, or Apple device."
"One of the most valuable features is the automation of Sales Cloud. It gives us the ability to easily—without the use of coding—create automation in order for us to do our work a lot more efficiently, whether it's notification reminders or certain automatic processes. There are a lot of things that Sales Cloud can do that, in my opinion, make everyone's jobs a whole lot easier and give them the visibility they need when they require it, when talking to customers and prospecting. It makes the account management process easier as well."
"I would recommend Sales Cloud for anyone who has a sales team that needs to be optimized and for any size of enterprise."
"I would rate Salesforce Sales Cloud's scalability as very good. We have scaled from 30 to 150 within three years without a glitch."
"There is a ton of information on the dashboard. Reports are also there for us. We can analyze information across the team and across a period, such as quarterly or annually."
"The most beneficial aspect of Salesforce Sales Cloud is my development life cycle will have been shortened."
"On the high level, it's all about managing the clients, managing the opportunities around those clients, managing the tasks, calls, activities, all those things."
"The dashboards and dashboard customization are great."
"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."
"The most valuable feature is lead management and integration."
"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."
"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."
"SAP is very easy to use."
"We like that this solution has made our whole accounting function paperless."
"The tool is easy to use."
"The most valuable aspect of this solution is its low cost."
"The most valuable features of Sugar Enterprise are the exports of graphics, statuses, complaints, and tasks."
"It works well with Jira. You can customize it to fit your needs."
"The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards."
"The most valuable feature is relation capability, which allows us to relay customers with invoice orders."
"I would like to see licensing fees reduced in the next release."
"With the solution being very vast, they need to prioritize features."
"Sales Cloud could be improved with more training. In general, the training is very good, but you have to really seek out some good options in order to upskill yourself. Another thing, which could also be a benefit, is that Sales is very customizable. If you move from one organization to another, you can see your Salesforce as before, but their Sales Cloud may look completely different from what you're used to. It's not like Microsoft Excel or Trello, where the layout and all the functions are the same. Because it's so customizable, I feel like there is a bit of a learning curve when you inherit another Sales Cloud instance. To be honest, I think that's the beauty of Salesforce because you can customize it so much to fit your needs as a company. It follows your processes and use cases in order for you to get the most out of the system itself."
"When integrating Salesforce Sales Cloud with other applications it can be difficult to maintain security."
"If the infrastructure is not correct, then customers are having an issue and it's taking a lot of time to load."
"Its reporting capabilities can be improved. Its reporting interface should be improved to personalize reports."
"The scalability could improve by a small amount."
"I would love Salesforce to keep on committing and building out what they call flows. It's their point-and-click version of coding. You don't have to be a coder to create essentially what a developer would have to normally, which is a great feature, but it could still be improved upon."
"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 implementation and integrations could be better. After we went into the production environment, we had some issues. Most of them were with the ERP integration. Many other issues were around the client's integrations between the ERP and CRM platforms. It could be more user-friendly. It wasn't very user-friendly initially, but now it's easier for them to use. Now, the users can use that platform better than at the beginning. We would like to see reports with more analytic features and artificial intelligence in the next release. For example, show more metrics and KPIs and more dynamic dashboards. Because the platform has some models, but it's not easy to use. It's a little complex."
"In the future, machine learning and artificial intelligence functionality need to be included."
"SAP CRM could improve by making the solution more current, it is out of date. There are no more updates for SAP CRM."
"The navigation must be improved."
"There are quite a lot of missing parts in SAP CRM, which is why we do a lot of customization. Not everything is there, and some things need custom coding to cater to specific needs. It is not a plug-and-play solution with standard features, and we have to customize quite a lot."
"When features do get added, we would like the product to notify us in a timely way."
"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."
"While it is already user-friendly, a slight enhancement in UI design, especially in terms of color combinations, could make the platform more visually appealing and comfortable to use."
"Sugar Enterprise could improve by removing bugs and glitches. For example, a comment was made but in the comment section, it was never displayed. However, the problems we faced might not be the fault of the solution."
"I would like to see more integration on a mobile platform in the next release."
"In the next release, I would like to see personalization of information about customers or specific businesses or opportunities."
"You cannot include all your entities under one instance at the moment."
"It lacks customization, and this is the main reason that we are switching to a different solution."
I am not sure if it can handle 30000 agents , But it sure seems full of all the required features www.ameyo.com
Steve - My clients run contact center for a 30000 seat and is looking for multi-channel Outbound & inbound capabilities along with an ability to have productivity tool set for Agent & Supervisor. 2nd phase of requirement is towards intelligent dash-boarding ,predictive analytic and Speech analytic...I am building a vision of converting current CC from basic contact center to smarter contact center...
Thank you so very much..
Pratyush
Thanks everyone for your response. I am consulting for a company that has been in the contact center business for over 30 + years and have great understanding about contact center process, its evolution and different tools in the market. That is one of the rational for thinking to build a Holistic Contact center product as we have not been able to find a single tool that meets at least 80% of the clients requirement..
Here is what we are tending towards...
1) Siebel is Out because of Cost , deployment & usability criteria.
2) RIghtnow is Out as I found Oracle doesn't seems to have focused strategy for rIght now. Demo experience was not very positive..
3) I think we are positively towards Salesforce + Custom build app that would meet at least 80% of our clients need...
Stay Great
Pratyush
I was interested to read your post, because I am just wrapping up a similar project. I have first hand experience with RightNow, Salesforce, and SAP CRM. I have not used SugarCRM, but I am very familiar with one of their partners, Zendesk.
I agree with Steve above, that a custom application is a difficult route to take, unless you'd be building it on an existing platform like Salesforce. I used SAP CRM in the 2004-2010 timeframe, and I would only recommend considering it if your company is already an SAP house. It is fully featured but not flexible. I was with a company that used RightNow from 2010-2012. It's a good system, but my experience with them was not very positive. I felt that after they were acquired by Oracle they became unresponsive to our needs. Perhaps they have put this behind them, I don't know. I am using Zendesk now, and regret the decision. We selected them because they were a preferred vendor to one of our partners. Zendesk has some innovative features, but I find the API troublesome and the system is not very flexible. It seems inexpensive, but to get some of the really important features you have to use their enterprise version, which is 5x per seat compared to the entry version.
I have had a lot of experience with Salesforce, and really like it. Salesforce is a solid, flexible, well-supported tool.
I'd be very happy to discuss this further. Feel free to reach out to me.
Pratyush.
Without knowing much about your requirements/needs, I would not recommend building your own custom app. Each one of these tools is good at what they do. I would find it hard to believe that you have many use cases that would fall outside of what these tools can deliver.
Custom development is usually a gamble. And no matter how well you define your requirements, you will likely have some ill-defined requirements that will lead to development and design that performs below what the off-the-shelf software provides.
Without knowing your requirements, I cannot recommend one over another.
Best of luck.
Steve
Hey Pratyush
You should check out Eventus Solutions Group www.eventusg.com
They're one of the best at determining the right contact center applciations
Hi,
Saleforce.com is hands down the best deployment option, for a number of
reasons:
1. Built from the ground up in the cloud. No legacy tech, no old code.
2. Built for 'the age of context' - mobile, social, geo, big data and
sensors
3. Their custom app system is second to none. Easy to use development and
deployment tools and easy integration with legacy systems. When I say
'easy', I mean built for speed and intuitive.
The other systems you've mentioned are either silo systems - stand alone or
are client-server (i.e. legacy at this point) and don't have a fresh,
straight-from-the-cloud approach.
I'd be happy to talk more about this if you'd like. I can be reached at
416.564.1232.
Cheers and good luck!
Jeff
Hi,
I can only really comment on Oracle Siebel, interesting why it isn’t on your list?
Regards
Simon Collins