SAP CRM Reviews

Currently, we are using SAP CRM for monitoring sales activities, forecasting, and marketing activities.

I am working as a local admin for SAP CRM, and my current job is to train users. When new functionality comes, I train them and provide insights to management through different SAP CRM dashboards. We have Power BI integration with SAP CRM, so we can see the reporting on Power BI.

SAP CRM is very much customizable as per our company requirements, such as adding different kinds of products and making codes. This is improving day by day with our CRM expert team who are responsible for customization. They are doing excellent work, and we are getting the output as per our requirements.

Automation is also available in SAP CRM. Our web leads are automatically assigned to different sales and marketing employees. Lead automation is present, and for different machines, we are getting data from SAP CRM. This is very beneficial because if there is any error in our machine, a log is automatically generated, and from SAP CRM, we can see that the machine has problems.

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, it is a very good CRM system.

I am happy with SAP CRM because whenever we have requirements for changes or customization as per our needs, we get them, and the downtime is minimal. We are getting very good support from the incident team and the in-house support team who are responsible for customization. Some customer centers have moved to Salesforce, but I don't have any experience with Salesforce to make a comparison.

We have implemented SAP CRM in 2016, so it has been almost nine years.

SAP CRM deserves an eight out of ten for stability.

In terms of scalability with data and number of users, I would give it a nine out of ten. We handle a huge amount of data in our CRM without any problems.

I would rate SAP CRM tech support an eight out of ten. I am satisfied with their response time and quality.

Positive

The setup configuration for SAP CRM was handled by our global team. I was not responsible for it, so I am not fully aware of how complex the administration part actually was.

SAP CRM is not suitable for small companies because of the cost. It is suitable for medium and large enterprise companies.

I can recommend SAP CRM to other users based on my quite good experience. I am a partner with SAP, and this is maintained by our global team. I work for Atlas Copco Bangladesh Limited as part of their small team. Overall, I rate SAP CRM an eight out of ten.

SAP CRM has improved our ability to protect consumer information and manage risks. It helps us identify risks and defects, provide solutions, and demonstrate them to our customers. This is especially critical for compliance, risk management, governance, and retention.

We are still in the middle of a pilot project that kicks off in 2025, it's hard to pick one feature. But using the iVest Viewer has been helpful for the customer. It allows them to view, edit, and update documents before finalizing them, especially with the new enhancements and APIs we've added. This has helped them see their documents side by side and make changes easily.

Integration capabilities have also streamlined our business processes. We transitioned from an all-inclusive ICMP tool to using a new tool repository called EZ Connect. It helps us detect issues before documents enter the DMS system through a content document access security model.

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.

I've been in the IT field for around 45 years, with about 30 years in project management and engineering IT. For 20 of those years, I’ve been a personal service business consultant, working primarily in healthcare, banking, and financial services, including retail and credit card POS system solutions.

Overall, I rate the solution a ten out of ten.

The product is deployed organization-wide. I am using it specifically for my geography, India. With the list of clients in India, we can query and gain global insights into the work done with each client within our company.

I work at a Big Four organization in the business consulting team. We have 50,000 clients. Almost 90% of Fortune 2000 companies are our clients. Within them, there are many smaller business units and entities. CRM tracks all the relationships between different business entities because one parent entity could have 150 or 200 company entities associated with it.

We use the tool to create an opportunity to talk to the companies. We deliver or create an engagement code using it, which then goes into our engagement management platform. Everything else, including invoicing, happens outside of the CRM.

Globally across all of our businesses, the product is largely used to figure out who is doing what kind of work with a particular client. We maintain complex customer hierarchy structures and data points. We try to create and maintain opportunities.

The solution is suitable for all global markets. Certain data-related regulations and policies from data governance or accessibility can be plugged in and localized for each country while maintaining a global data record set. We can move through everything seamlessly.

We started to unify everything on SAP eight to ten years ago. We still have 10% of our entity companies to be brought on SAP. Ten years ago, we had 30 different CRMs used across the organization. Over time, all of it has been successfully brought on board into SAP CRM.

The solution is slow. The algorithmic structure for queries to get the data from one place to another is really badly written. It’s probably on every legacy system. It's really slow, and it lags. Every click takes five seconds to work. It’s one major issue.

The user interface and the flow of information are convoluted and difficult to interpret. It's not something we can figure out by ourselves. A lot of documentation, training, and workarounds have to be done for myself and my team members to understand how to use the system. CRMs are not that complicated anymore, but SAP is.

I have been using SAP CRM since November 2022.

The solution is highly scalable. It works at scale. It is one of the key reasons for us to use SAP. At least 70% of the people in my organization would have some interaction with the product. I spend two hours a week on the solution.

I need to be involved when certain processes are being executed, and records are being created on the system. Almost 70% of my company would probably use SAP CRM for maybe an hour or two hours a week. There would be some employees with specialized roles that are spending their entire day on it. I don't know how large the administration and IT teams are.

There is a dedicated team in our organization for resolving any issues. A joint team was created with SAP experts and internal employees from our company who were trained to support us.

There were four or five big options for us to choose from. From a core system perspective and scalability, SAP was winning out over Microsoft. Other CRM providers would have been audit clients for our organization. There would be a conflict of interest. Therefore, we could not consider their CRM even if we wanted.

The initial setup is extremely complex. We are a fifty-billion-dollar organization with 400,000 people, so the setup will be complex irrespective of the software.

The solution might be expensive. HubSpot is the most cost-effective of the lot. Salesforce also has competitive pricing.

Compared to Salesforce, HubSpot, or anything else, the solution is not good. We are a 150-year-old company with 400,000 employees worldwide. SAP as a company has a certain trust that it commands regarding the availability and functionalities and the ability to support the highly complex enterprise use cases that we have. There are 200 to 400 other units globally within our company. Each of them has their own requirements from SAP CRM. They could be using it differently than what we are using it for.

HubSpot or Salesforce should do the job if you need services for a big company. If you're a small company, just go blindly to HubSpot. I prefer Salesforce or HubSpot over SAP. I recommend Salesforce for large companies above a billion dollars in revenue. HubSpot is the right choice for a company with less than a hundred million in revenue.

Overall, I rate the solution a four out of ten.

I have worked on multiple projects. Some were on the cloud, and some were on-premise. The on-premise project has been shelved now.

The solution is good for sales and marketing. The integration capabilities are quite flexible on-premise. The cloud version has more features than the on-premise version. The user interface is excellent.

The navigation must be improved. If we make a mistake, we must start all over again.

I rate the tool’s stability an eight or nine out of ten.

There is not much to improve. We had five to ten users.

If the solution doesn't work as expected, we will raise a ticket with the support team, and the support persons will help us.

The product was easy to deploy. The solution is cloud-based.

The deployment was done with the help of third-party vendors in different phases. We deployed Lead Management first. Then, we deployed Opportunity Management. We had only two clients. One was for development, and the other for production. We did the development and provided a demo. Once the customer was satisfied with it, we moved into production. It was not complex. The third-party vendor did the maintenance.

We implemented the solution for a customer. It was integrated with SAP BW and SAP ECC. Due to the process's complexity, we built many bespoke features. The project was successful, but the resources needed to run the business increased. It had cost the organization a lot. So, they stopped using SAP and moved towards Salesforce. I had done another deployment for another organization ten years ago. They also stopped using SAP. SAP is good for massive organizations.

SAP C4C is very simple. We used it for a simple module, like lead and opportunity. The integration capabilities on the cloud are a bit rigid. It is not flexible. When people visit websites, we take the cookies, try to create leads and communicate with them. Organizations that want to buy the product must consider their return on investment and why they need SAP. They must consider why they cannot use any other product. If the business process is complex and we need good integration, we can choose SAP.

The solution is complex for businesses where people place orders and make payments. We will have to integrate the solution with a data warehouse for the communication to go in and out. I rate the product a five out of ten for such a scenario. If an organization only does sales and marketing, I rate the tool an eight out of ten.

We use the tool as a CRM platform with typical use cases including marketing campaign management, sales opportunity management, sales activities, approvals, and more.

We use SAP CRM for customer service improvement. The main idea is to make sure our team has the right information when talking to customers. This helps them process things like price approvals for quotes faster. The goal is to make the product more efficient, and faster, and, in the end, provide better customer service.

In general, it's not necessarily a feature of the platform, but it's about having a 360-degree view. This means everyone has the same information. Marketing knows what sales are doing, and vice versa. Colleagues in different locations, like Hungary or Austria, are aware of each other's activities.

The tool's most beneficial feature is managing customer data. It is integrated with SAP ERP, especially for pricing and other topics. The integration with other SAP systems works well.

SAP CRM's marketing tools have made creating target groups or segmentation a lot easier. This is because they are connected to the customer database. Previously, we had challenges with separate systems in different countries, but now, with the integration of customer data, it's working very well. It is easier to target the right customer. 

The product comes with a lot of customization options and can be adapted to my company's needs. 

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.

I have been using the product since 2015. 

The product  was scalable enough for our company size. As an international company operating in around 30 countries with approximately 1500 users, its scalability meets our requirements.

The deployment process was complex, but it was not specifically related to SAP CRM; it would have been complex with any other provider as well. The complexity mainly stems from internal factors.

We created an initial template with one country and then rolled it out to other countries. We made adjustments to the template as needed, especially when specialists in different regions discovered requirements from their old systems that needed incorporation into the new system. The duration varies, ranging from three months to one year.

I wouldn't recommend the tool's on-premise version. Perhaps in a year or two, the SAP Sales Cloud could be a good option. Overall, I don't have problems with SAP; it integrates very well with other SAP products like SAP ERP. I rate the overall product a nine out of ten. 

I work in a bank, so our use cases include setting up bank customers, managing customer product portfolios, handling banking services, and migrating accounts, among other things.

From the bank perspective, it's user-friendly and simple to develop something specific for a certain customer. It allows customization for individual customers rather than applying a one-size-fits-all approach.

It has a straightforward language, especially when using APIs and object orientation, so that is the most valuable aspect for me. It has call function modules, allowing you to perform tasks without coding everything yourself. We can just call function modules to do the work for us.

SAP CRM solution will not be supported going forward. We are moving to the cloud and any improvements made to the current solution will not add much value to what we are doing. We will not be looking at CRM post-2027.

However, 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. 

We have been using it since 2013. So, it has been ten years. 

It is quite a stable solution. It's only the challenge when people do implementations and they don't make sure that what they're implementing is fully tested and it's fully current. That's where the issue comes in. But over and above that, we only have the staff agencies that we can call and authenticate. But in my perspective, I find that sometimes they do take their own time to access. 

It is a scalable solution. There are quite a lot of end users in our organization. 

The customer service and support are average. The support is not available on the website.

Moreover, they are not always available. So you find that you are doing something in your support, but they will tell you it's not affecting the customers, and that they sometimes rate incidents as lower priority than the customer would expect. This can lead to delays in resolving problems. Even that take three to four days if you are lucky. 

Neutral

We've got a basic team that is responsible for setting up the environment with corporate revisions, which are responsible for giving us the correct access. We just came in to get a look, but I'm involved in the assessment upgrade; we need to upgrade.

It is not difficult to maintain if you stay up-to-date on upgrades. For example, one time we skipped upgrades for two years and we found it very difficult to catch up. However, now that we are doing upgrades every year, we find it to be a much easier process.

I've been in a couple of programs since 2009. The only con for SAP is that you don't own the system. The system is owned by SAP. So there are some things that you cannot change. And there are some things that you can customize for yourself. 

Otherwise, it's a pretty much simple system. It is very user-friendly, but I'm not happy with the level of support at the moment.

It's entirely recommended, especially now that you are interested in seeing something like HANA, which is a very good product that can process your huge databases that would normally take three hours in five minutes, for example, because of the way the structure, the other business at the time. So, it's something to use, especially for bigger companies, which have quite a huge database.

Overall, I would rate the solution a seven out of ten. 

SAP is very easy to use.

There is no scope for integration because SAP does not allow any personal integration.

I have been using SAP CRM for a couple of years.

I rate the solution’s stability an 8 out of 10.

I have used Salesforce.

The initial setup is complex and takes more than 6 months.

SAP is costly and requires money for every modification.

SAP CRM is a legal product and very useful. 

I cannot recommend SAP CRM. I recommend Cisco because It's easy to use.

Overall, I rate the solution an 8 out of 10.

SAP CRM is good so far. It is quick and efficient. I primarily use it for managing customer queries and internal tasks.

SAP CRM's most valuable at a branch level. It is the most efficient for us. Also, customer queries are important for us to resolve on time. They are logged into CRM and assigned to different teams. So it's all working well for that.

There's always room for improvement to make the system better. Maybe SAP CRM can surprise us with something new. We would love to see more new features. 

I been working with SAP CRM for over three years now. Although, we haven't done an upgrade yet.

I would rate the stability a ten out of ten. 

I would rate the scalability a ten out of ten. Around 3000 users are currently using this solution. Everyone from IT to front-end users uses the solution in our organization. 

Customer service and support are good.

Positive

I would rate my experience with the initial setup a nine out of ten, with one being difficult and ten being easy.

The deployment takes a few hours. 

I would definitely recommend using SAP CRM because it is an assistant that improves efficiency and responsiveness. Overall, I would rate the solution ten out of ten. 

Our primary use case for SAP is as a principal company system and it's relatively easy to understand our process in the system. It's quite easy to analyze the configuration and make other operations make custom accounts for the application. In my opinion, it's a good experience.

I don't have a particular reason for how this solution has helped our organization but I think that this is a better solution to control our process in the company.

The most valuable feature for me is the flexibility to consolidate the products.

I think what needs to be improved is the solution for Brazil's organization.

I have been using this solution for a couple of years.

I would rate the stability of this solution a 10, on a scale from one to 10, with one being the worst and 10 being the best.

I would rate the scalability of this solution a 10, on a scale from one to 10, with one being the worst and 10 being the best.

I would rate the technical support of this solution a seven, on a scale from one to 10, with one being the worst and 10 being the best.

Neutral

We have a designated team to do the deployment so I cannot comment, but our model of deployment is on-premises.

I would say that we have seen a return on investment as this is the best solution for controlling your process of operations in the company.

Overall, I would rate this solution a nine, on a scale from one to 10, with one being the worst and 10 being the best.

CRM is used as a partner or a companion for a person who is handling account management. We can get the complete data analysis in terms of customer behavior for buying any product. Once we feed in the data, we can analyze the data and we can get further in the decision-making process.

I have increased my efficiency and my oral productivity has also improved. If we are manually managing the data somewhere, there are chances that we are missing some data, or we are not able to use some critically important information or some leads that can give us some more sales volume. However, with a CRM, you have a clear, defined pattern of entering the data and you can easily access the data at any time when you request. It really helps me to align my actions toward growth.

Overall productivity improved by more than 50%. I really get increased media volume - twice the current volume. I'm able to use all processes more efficiently. It is really helping my organization to grow more. You can recreate any dashboard report. You can analyze the report on a timely basis and you can also reuse the projects. Projects are the pipelines for our business. We’ve now got enhanced business thanks to pipeline management.

There are many very valuable features. The lead management is great. Once you enter the prospect details, you can create a lead. After creating the lead, you can define whether it can be qualified as an opportunity or not, or it can be rejected based on the volume.

I like the opportunity management. 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.

You can monitor your visits. For example, if a customer visits, you can easily put in the data. You can plan your visit and you can plan your schedule.

The dashboard feature is nice. You can filter. You can select your requirements based on the industry, for example. We can also prepare a report and use it for the sales agenda from the dashboard.

I am a fan of task management. So what is the thing that, for example, there is a cross-functional team responsible for a particular customer. Being a frontline key account manager, I get the lead and assign some products and tasks to my team. Task management helps us to use our effort in a strategic direction that is very productive. It has really helped me to monitor my work and also helped me to help the customer in a better way.

Frankly speaking, for more than seven and a half years, I haven't found any area for improvement. The design is user-friendly. The interface is good. Any person needs only basic training and we can explore the features easily. That's the only requirement. The only improvement could be if the developer team could continue to make good efforts to enhance the efficiency of a salesperson.

When features do get added, we would like the product to notify us in a timely way. The faster we get the information, the more quickly we can leverage the update. 

I’ve been using the solution since 2015 - more than seven years.

The stability is very good. There are no bugs or glitches and it doesn't crash or freeze.

As far as scalability is concerned, it has a fair degree of scalability. With the way the features are organized and the way the product is performing, we can scale to the next level of supply chain and planning also. From sales to supply chain and planning, all three features we can integrate into the same software. Currently, we are using the RFP model in which any inquiry is entered into the C4C. It is likely rooted in to supply chain. The supply chain is working on the online portal only in the CRM. That is integrating other functions as well.

This product is really a companion for a salesperson who can deploy and get the maximum advantage out of the features. The product is always there to deliver the results. 

Positive

I had the experience of using two CRMs. Both were company-specific. One was this solution, SAP CRM. The second was C4C, Cloud for Customer. The structure is more or less the same. They really help me to enhance my efficiency. And I really appreciate the developer team who has developed this wonderful software.

The reason for us using SAP is we are also using the PRP model of SAP. With SAP, we had previous experience. As a loyal customer, we didn't go to any competition and decided to keep our trust in SAP, as it has delivered results for us. As a loyal customer, we didn't try to switch to any other brand.

In terms of deployment, there was an initial training organized by the supplier. Then we had regular interactions with the mentorship training team who was directly involved with the deployment. The overall experience of deployment was satisfactory. Everything was working smoothly and I appreciate the step-by-step approach, which helped us to deploy this software more efficiently.

The pricing is competitive and it is delivering results. From a pricing point of view, we are satisfied. I don't have any comments on if it is too high or low. We are frequently renewing the contract. Therefore, from a pricing point of view, we have been okay with it.

We are a customer and end-user.

I have very good experience with SAP CRM. It is a globally acceptable product.

I would rate the solution nine out of ten.