We performed a comparison between SAP CRM and Zendesk 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."SAP CRM's most valuable at a branch level."
"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."
"I have found the most valuable feature of the SAP CRM system is its ability to integrate with other modules. SAP CRM is all about integrating with other modules. For example, SuccessFactors is their learning management. This is one use case that SAP CRM themselves use. Their lead generation versus their sales from their educational services. You can instantly receive insight into how many leads have been generated and how much it turned into real business or revenue for them. I was told in one of the seminars that the data transfer from the lead generation to sales is only 24 hours in SAP CRM."
"The solution is highly scalable."
"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."
"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."
"SAP is very easy to use."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"It's a very stable tool, very powerful."
"The stability has been very good."
"It is a scalable solution."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"The initial setup is simple and straightforward."
"The navigation must be improved."
"The solution is slow."
"SAP must provide a demo system for the customers."
"SAP CRM could improve by making the solution more current, it is out of date. There are no more updates for SAP CRM."
"CRM is costlier than its competitors."
"The solution needs more flexible customization, tender request, and they need to think about some of the localization aspects."
"When features do get added, we would like the product to notify us in a timely way."
"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."
"It needs to improve in terms of its flexibility, price, and installation."
"The dashboard could be better."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
"The solution could integrate better with QR codes from some websites such as Facebook."
"It wasn't easy to set up so we're only using a third of all of the features,"
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
SAP CRM is ranked 4th in CRM with 40 reviews while Zendesk is ranked 17th in CRM with 57 reviews. SAP CRM is rated 7.6, while Zendesk is rated 8.2. 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". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". SAP CRM is most compared with Microsoft Dynamics CRM, Salesforce Sales Cloud, Siebel CRM, Oracle CRM and Zoho CRM, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our SAP CRM vs. Zendesk report.
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We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
