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Shreyas  K M S - PeerSpot reviewer
Systems Architect at NetApp
Real User
Top 10
It integrates well with our existing solutions, so we can analyze the data for analytics, forecasting and modeling
Pros and Cons
  • "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."
  • "Content management is one area where SAP CRM could use some work because we were seeking a CRM solution that could store BLOB data, like PDF and email data, which takes up a lot of space in the database. Recently, we migrated to a content server, but it would be nice if CRM had built-in BLOB data management because BLOB data is a challenge we've been dealing with since last year."

What is our primary use case?

Our sales team uses SAP CRM to manage campaigns and cases. We also use the data from the solution for analysis and feed it into third-party applications like Quotage. It's a huge system covering engineering, sales, and product development teams.

It's an on-prem environment, but we are considering a migration to the cloud. We are working with our cloud partners AWS and Azure to deploy SAP CRM further. We will begin migrations in one or two years.

What is most valuable?

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.

What needs improvement?

Content management is one area where SAP CRM could use some work because we were seeking a CRM solution that could store BLOB data, like PDF and email data, which takes up a lot of space in the database. 

Recently, we migrated to a content server, but it would be nice if CRM had built-in BLOB data management because BLOB data is a challenge we've been dealing with since last year.

For how long have I used the solution?

I have worked with SAP CRM for nearly 10 years.

What do I think about the stability of the solution?

SAP is highly stable compared to competitors like Salesforce and Microsoft Dynamics 365. We haven't seen significant downtime in the last couple of years. It runs running smoothly. We are using NetApp products for backup solutions, so disaster recovery is pretty easy. With the NetApp and SAP partnership, the product works flawlessly.

What do I think about the scalability of the solution?

We can definitely scale up the system. There are about 7,000 active users, and managing them is no problem.

How are customer service and support?

SAP has a portal where we can file trouble tickets and 24/7 call centers. We can log in or call them any time to get an engineer onboarded for support.

Which solution did I use previously and why did I switch?

I am familiar with Salesforce and Microsoft 365, but I've never worked with those products. I've used SAP my entire career. Salesforce, SAP, and Microsoft are the top competitors in the CRM space. 

Each one could be a suitable choice depending on your use case and budget. Sometimes Salesforce might be appropriate in the long run or Microsoft 365 may have some additional features a company could use. 

How was the initial setup?

Setting up SAP CRM is straightforward. I rate it eight out of 10 for ease of setup. SAP provides all the tools and techniques were available from the vendor. However, the integration portion is a lot of work and requires some functional consultants. 

It takes some effort to customize the program and rewrite it to align with our business standards, but the initial implementation is straightforward. We didn't face any challenges here. 

Total deployment for this project took around eight or nine months, including development, testing, and validation. After deployment, the administration is fairly simple. We have to take care of the licensing part and forecast data growth for the next three or four months.

We have the tools and people available for operations as well as vendor support. If we have complex issues, we can raise a ticket to the vendor and get it sorted.

What about the implementation team?

We did the implementation in-house. We have consultants available within NetApp, so we could utilize their skillset.

What's my experience with pricing, setup cost, and licensing?

SAP CRM is a reasonable price for the features. It's not in the highest tier. It's affordable. 

What other advice do I have?

I rate SAP CRM nine out of 10. My advice to potential SAP CRM users is to have a plan. You need to do the proper planning before implementing a CRM. It's crucial to internally gather all the business requirements that must be migrated. For example, the sales teams might have CRM data for their campaigns, and different teams will use this CRM for data forecasting, etc. 

Whenever any company wants to implement CRM, they need business insights about their company to understand how to leverage this product. Sometimes the company might not use all the available features, but they don't know it.

It's best to work with SAP when you're deciding. They will do all the evaluations and guide you on implementing the product. You should take advantage of professional services like CRM consultants and infrastructure architects.

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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Client Experience Director at SMB Team
User
Great integrations and automation with helpful project tracking capabilities
Pros and Cons
  • "Integrations with Slack and integrations as a whole are wonderful."
  • "My Work cannot be connected to specific line items in boards or subtasks, and therefore it is currently causing a gap in communication with our team."

What is our primary use case?

We use the solution as a CRM, track project progress, and keep client notes all in one place. We also use My Work to keep track of everyone's day-to-day at the company and ensure that all deadlines are met. This was a big step for us to implement.

We also use dashboards to track our most important numbers, which are revenue and sales. We also use personal to-do lists and communicate internally as a team. Half of our team is virtual, so Monday.com has been our source of communication as a whole for the entire company, which is awesome.

How has it helped my organization?

The product has been amazing. 

Now we can see our client data and sort by column with the data that is most important to us as a business. We can run reports with real data that allow us to take decision on a higher level. We can now also track per person their book of business, how much revenue they are managing as a whole, and, based on column data, we can run reports. 

As a company we operate on quarterly goals, so we have a board that is just to track these goals and their progress. We can run reports and it has been really great.

What is most valuable?

Integrations with Slack and integrations as a whole are wonderful. We want to use Monday.com as our source of truth. We also use automation and think it's great. When we were looking for a project management software during our sales process, Monday.com really stood out because of these features. 

We want to be efficient and this software has allowed us to do that. The insights tabs are also amazing. Again, we can run reports on those and make higher-level decisions and see data per person on specific metrics.

What needs improvement?

The solution offers more integration features with Hubspot and more options to connect within boards. We love using My Work, however, there are also limited capabilities within boards. My Work cannot be connected to specific line items in boards or subtasks, and therefore it is currently causing a gap in communication with our team. 

An area that can be explored, similar to Salesforce, is a task board for each client. I'm not sure that this will be ideal for everyone. However, in our case, we use Monday.com as both our CRM and project management software.

For how long have I used the solution?

I've used the solution for over a year.

What do I think about the stability of the solution?

The stability is great.

What do I think about the scalability of the solution?

The scalability is great.

How are customer service and support?

Technical support is great.

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

We did not work with a different solution.

How was the initial setup?

The initial setup was good.

What about the implementation team?

We handled the solution's set up in-house.

What was our ROI?

We've seen a 3X ROI.

Which other solutions did I evaluate?

We did look at Salesforce and Hubspot (we have Hubspot right now - just as another source).

What other advice do I have?

We have more capabilities to send email templates within each task. We have workflows and we would love to have white-labeling services since we have client-facing boards and they are confused as to what is monday.com. That is just not user-friendly for our clients.

Which deployment model are you using for this solution?

On-premises

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Google
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Senior Manager at Arcana
Real User
Customizable, stable, scalable, and has a broad coverage, but its GUI isn't attractive and it needs a cleaner and more simplified user interface
Pros and Cons
  • "Microsoft Dynamics CRM has the same features as Salesforce CRM, but what I like about the solution is that it's customizable. It's also one of the top-rated CRMs in the market. I also like that the coverage system of Microsoft Dynamics CRM is very, very broad, which means you can do a lot with it versus what you can do with Salesforce CRM."
  • "The main issue with Microsoft Dynamics CRM is that its GUI isn't very attractive. Overall, the solution has the same functionalities as other CRMs such as Salesforce, but Salesforce is much simpler to use. Microsoft Dynamics CRM is complicated to use, and this is another area for improvement. It was also more difficult to set up the solution, so its setup could still be improved. What I'd like to see in the next version of Microsoft Dynamics CRM is a cleaner user interface because currently, it looks messy to me. Salesforce CRM has a better, more simplified user interface that makes it easier for you to get what you need, while in Microsoft Dynamics CRM, you have to put in a lot of effort to get things done."

What is most valuable?

Microsoft Dynamics CRM has the same features as Salesforce CRM, but what I like about the solution is that it's customizable. It's also one of the top-rated CRMs in the market.

I also like that the coverage system of Microsoft Dynamics CRM is very, very broad, which means you can do a lot with it versus what you can do with Salesforce CRM.

What needs improvement?

The main issue with Microsoft Dynamics CRM is that its GUI isn't very attractive. 

Overall, the solution has the same functionalities as other CRMs such as Salesforce, but Salesforce is much simpler to use. Microsoft Dynamics CRM is complicated to use, and this is another area for improvement.

It was also more difficult to set up the solution, so its setup could still be improved.

What I'd like to see in the next version of Microsoft Dynamics CRM is a cleaner user interface because currently, it looks messy to me. Salesforce CRM has a better, more simplified user interface that makes it easier for you to get what you need, while in Microsoft Dynamics CRM, you have to put in a lot of effort to get things done.

For how long have I used the solution?

I've been using Microsoft Dynamics CRM for over three years.

What do I think about the stability of the solution?

Microsoft Dynamics CRM is a very stable solution.

What do I think about the scalability of the solution?

Microsoft Dynamics CRM is a scalable solution, and I wouldn't be using it if it wasn't scalable or stable.

How are customer service and support?

We've contacted the technical support team of Microsoft Dynamics CRM, and they've provided us with good service.

Which solution did I use previously and why did I switch?

My organization used custom-made software previously, but because the software had a lot of issues, the team decided to switch to Microsoft Dynamics CRM.

How was the initial setup?

The initial setup for Microsoft Dynamics CRM wasn't that easy. I found it easier to set up Salesforce CRM.

As for how long it took to deploy Microsoft Dynamics CRM, that depends on project complexity and how much your budget is, but it could be a minimum of three months. In some projects, the deployment of the solution could even take one year.

What's my experience with pricing, setup cost, and licensing?

I don't have details about the licensing cost of Microsoft Dynamics CRM because it's the procurement team that's in charge of it.

Which other solutions did I evaluate?

I've used Salesforce CRM. Both Salesforce CRM and Microsoft Dynamics CRM are top-rated, so all features you need are available in both solutions, so I'm not concerned much about features. It's usability that's more important to me, and I found Salesforce CRM to have a simpler user interface that I like.

What other advice do I have?

I've hardly used Salesforce CRM. It's Microsoft Dynamics CRM I've been using the most.

My organization has one hundred users of Microsoft Dynamics CRM. There's a plan to increase its usage as well.

There's a dedicated team that's in charge of managing the Microsoft Dynamics CRM environment.

I would recommend the solution to others who want to start using it. I always recommend Microsoft Dynamics CRM to others, even to people considering Oracle CRM, but it would still depend on your environment and what the customer needs. I recommend solutions to others based on the requirements.

I would rate Microsoft Dynamics CRM six out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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