SAP CRM Reviews

We are using SAP CRM for maintaining our customers, visits, leads, opportunities, etc... We are also using SAP CRM for our marketing campaign activities. We maintain our product and price list on it, and we are also using it for our sales forecast.

The features that I have found most valuable are that our management side can see the report instantly, they can predict the forecast, and see what is in the pipeline. They can predict how many orders they will have in each month. This is one of the good things. 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.

In terms of improvements, sometimes we experience downtime and maintenance time. Additionally, we sometimes see difficulties with the quotation output. So quotation output can be improved.

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. So mostly people use it on their laptop.

As for what I would like to see in the next release, it is more or less okay. I don't have any specific suggestions to improve - but it could be more user-friendly. I think it could be more user-friendly like Microsoft Dynamics which is easier for a new user, they feel comfortable using Microsoft Dynamics. Whereas sometimes for SAP CRM users see some bugs. This will happen in the C4C, which needs to be improved, because we see many bugs and error messages, even if the inputs are okay.

The interface needs to be improved.

I have been using SAP CRM for almost four years. Before that we used a different CRM system.

Initially SAP CRM feels a little bit difficult, but when users become used to this software, it is a very good solution compared to other solutions, because I have used other solutions before, including the Lotus Notes based CRM system. It was not that much faster. I cannot compare it with Microsoft Dynamics or Salesforce, because although some might say they are better and others do not, I have not used them in our customer center.

SAP CRM is scalable.

We have both technical support from SAP and we also have an internal support team. In addition, there are very good training materials internally developed. I think the support system is very, very good. If there is any problem, then we get immediate support from our internal support team and if it's not in their scope, then we get immediate support from the SAP team.

The initial setup is not straightforward like Microsoft Dynamics. To be fully workable, the administrator needs to customize many things. From scratch it is not very usable. To make it usable, you need to customize many things to get the expected results.

It was deployed in different countries and it took a different amount of time for different customer centers. But for Bangladesh, it took almost three to four months because we needed to extract data and to upload that from the previous CRM system. Later we needed to customize many things as per our business requirements. So it took almost three months for the implementation.

Our deployment was initially done by a third party. One implementation engineer was there and I was there from  our side - so two people were involved for the implementation, but many other people were involved in different parts.

On a scale of one to ten, I would rate SAP CRM an eight.

This is because, as I have said, sometimes I see some downtime and sometimes some error messages coming. For some technical reason, users faces some error messages and sometime it becomes very slow. It should not be like this. That's why I have taken 2 points off. Otherwise it is okay.

We use this solution as our accounting package.

We like that this solution has made our whole accounting function paperless.

We also appreciate that the product is quite user-friendly.

We would like the coding system within this solution to be more straightforward when carrying out general entry tasks.

We have been working with this version of the product for a month, but overall with this solution for 10 years.

We have found it to be a very stable product.

This is an easily scalable solution.

We would rate this solution an eight out of ten.

We work in the construction sector. During the construction of the buildings, we have contact with the client and the customer. So SAP CRM is vital to get the information and contact the client. The solution assists us in identifying what to send, what to offer, and what customers are buying.

We value the ease of organization with the solution. All the documents are the same, and we have all the contacts, the telephone calls and the mail we send to the client and the customer. Everything is inside SAP, so we manage only SAP in this case.

The interface could be improved because sometimes it has lots of data to enter, and possibly 50% don't use it. So the interface needs to be simple because if it manages so much information and data about the customer, you might get lost in the products.

We have been using the solution frequently in the last twelve month and are currently using version 9.3.

The solution is stable.

The solution is scalable. We have 30 to 50 employees that use the software.

The customer service and support team are good. I rate them an eight out of ten.

Positive

Two to three people know SAP, manage SQL databases, and effectively learn about CRM. You may work with additional people, but two to three people is a good number.

I rate the solution an eight out of ten. The solution is good, but the user interface could be more intuitive. It's a good tool because in the same software, in the ERP, you have a CRM and all the administration, documents and policies in the same product. So you can use and make maintenance and support in the same platform, that's very good, that's fine. So it isn't easy to find this integration solution.

We use SAP CRM to improve service functions and processes to complete all the activities with clients. It helps improve all communications and centralize all the information within one platform. We can make many of these process improvements with the CRM platform SAP Service Cloud. 

The features that are used most are the lead model and the opportunity model. We can create many different pipelines with many phases. These features improved our process in the States very well.

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.

I have been using SAP CRM for three years.

We had a good relationship with SAP. They were very close to us at the beginning of the project. When the issues appeared, they provided very good support, and the technical specialists tried to resolve the issues very quickly. So, it was a good relationship with them.

The initial setup was a little complex in the beginning. The technical team had to change the standard features. They developed some features that the business needed. Not all the implementation was the standard. You need around ten people to deploy and maintain this solution. 

We pay for the license yearly. 

On a scale from one to ten, I would give SAP CRM a seven.

I have used SAP CRM for many purposes, such as lead generation campaigns, product sales, conversion of leads, and how these leads are getting converted into real-time businesses.

The previous company I worked for was an alcohol company, they prepare spirits. Their customers are bars, large restaurants, and entertainment giants where alcoholic beverages were required. 

SAP CRM is good to maintain the lead lifecycle, we have a full lifecycle. You receive an expression of interest and negotiate. Then once you negotiate, you see the economic visibility of it. You see the supply, how strategic is it, who are the competitors, and whether you have won the contract for them or not. If the contracts are being renewed, you can see the revenue you are receiving out of it every month or every quarter. SAP has that flair of ability to integrate with the different modules. For example, if you are creating a lead, you would also have the master data entry in the SAP DW or SAP planning systems. There you get to know how many caskets of liquor that you have sold last year compared to your competitors, and what portion of your marketing activity has resulted in providing revenue. You can look at your previous activities and compare them.

There are different tools we can use. For example, we have something called Anaplan. Anaplan gives you a comparison between these two systems, sales versus leads. Celonis or Alteryx could be used to find out the real-time extractions and data inputs, and provide real-time insights.

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.

Previously, the SAP CRM used to use simple servers, but now SAP uses HANA. The problem with the HANA databases is their interoperability with other solutions. SAP CRM could improve by working better with other solutions.

The integration is not that easy with SAP CRM. Extractions are not very easy in SAP CRM.

I have been using SAP CRM for approximately two years.

SAP CRM system is very robust and stable. I never saw any disruption in the SAP CRM system except in the maintenance period. The maintenance period is the time when they prune the systems of unnecessary codes, extract logs, troubleshoot, or patches. Additionally, they check the load balances. At those times, you would have downtime. Otherwise, I have never seen the SAP CRM system having any issues.

SAP CRM is a scalable solution.

We have approximately 500 people using this solution.

The initial setup of SAP CRM is not straightforward, but it's worth learning.

SAP CRM is not suitable for smaller businesses because it is expensive. The larger businesses would be able to handle the cost.

I would recommend this solution to others.

I rate SAP CRM an eight out of ten.

We have customers that are using SAP CRM in the cloud and others are using it on-premise. 

We have done C4C for logistics and C4 Cloud for sales, for the retail industry, public sectors, and a boiler heater which I would classify as non-retail. There are many industries we have used this solution in. 

The public sector deployment was on-premise, and the logistics and retail were on the cloud.

What I see as a challenge against our competitor is that Salesforce comes with more flexibility, for enhancement purposes, whereas the SAP CRM Cloud is more robust and rigid. It's not flexible to implement any bespoke solution. 

I have been using SAP CRM for more than 10 years.

The stability of SAP CRM is good.

SAP CRM is a scalable solution. 

We have a few clients using SAP CRM.

SAP CRM has poor attrition, with a lot of people joining and leaving the SAP space. No single person has a wider knowledge of SAP E3, ECC, C4C, or CRM in their whole space. People are joining and leaving. If you take a different sector, for example, someone very good in hybris and that hybris team may not know what is SAP ERP. Similarly, the ERP expert may not know how CRM works. There are a lot of disconnects, but fortunately, as a Gauri organization, we worked in all the specialties, we can help anyone in SAP if they need help.

I have used Salesforce previously.

The initial setup is fine. We use an activate methodology, and we go and find the scope. However, all the customers will align with what SAP delivers out of the box, every customer needs some variation. That variation you need to deliver through the bespoke development. Unfortunately, the bespoke development in SAP CRM Cloud is quite challenging.

I would recommend this solution for large industries. If the company is small to medium-sized, I would recommend Salesforce.

I rate SAP CRM an eight out of ten.

SAP CRM is primarily being used to monitor our sales team's performance.

It's a software as a service (SaaS) model. It's run from a public cloud.

Our sales team is located in different geographies in the world, and their interactions with our customers are being tracked and recorded in the CRM platform. At any point in time, we can see the performance of the salespersons. We can see:

• What is there in the pipeline in the upcoming three to six months?
• What kind of order is available? 
• What kind of engagement is happening? 

All these can be tracked through the CRM.

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.

The integration of SAP CRM with the SAP platform is relatively easier as compared to any other third-party product. If you go for any other third-party product, you will have a lot of challenges in terms of integration. 

Every end-user uses a smartphone nowadays. The user interface on the smartphone can be improved a bit so that you can do almost all the work from your mobile. You don't have to go to the desktop or the laptop to log in. The mobile user interface can be further improved and enriched so that you can easily manage your CRM functionalities straight from your smartphone. 

SAP CRM is being used for almost two years.

It is a stable product.

It is very scalable.

Technical support is available for the platform 24/7 when you subscribe to it.

It is fairly easy to set up. It is not at all complex.

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. 

For an SAP ERP customer, SAP CRM should be a natural choice. Because of the out-of-the-box integration feature, you need not put too much effort to integrate these two platforms. This is the single most important factor for considering SAP CRM. You can easily integrate the cloud CRM, as well as on-premises SAP CRM. It also has all the required and standard features of CRM functionality.

I would rate it an eight out of 10.

The solution is popular in Turkey. Overall, the solution is very good. The product integrates with third-party tools easily. It also integrates very easily with SAP solutions like S/4HANA.

SAP doesn’t have a trial solution for CRM. Salesforce allows customers to try the tool online. SAP must provide a demo system for the customers. The tool must add a WhatsApp integration to the standard solution. It already provides integration with Microsoft Teams.

We are providing the solution to our customers.

The tool is scalable.

The technical support is very good. It is better than SAP Hybris. The response time is very good.

Positive

The implementation process is straightforward.

The product is expensive.

In Turkey, SAP’s main competitor is Microsoft. It is cheaper than SAP CRM. Globally, Salesforce is SAP’s main competitor. The UI and UX of Salesforce are very good. SAP is developing a new solution to compete with Salesforce, but it is not launched yet. SAP is working on improving its user interface.

I recommend the tool to others. Overall, I rate the product a ten out of ten.