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2018-08-23T12:34:00Z
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
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What needs improvement with SAP CRM?

Please share with the community what you think needs improvement with SAP CRM.

What are its weaknesses? What would you like to see changed in a future version?

16
PeerSpot user
16 Answers
Darshan Makhecha - PeerSpot reviewer
Sr Sales Engineer at a manufacturing company with 10,001+ employees
Real User
Top 5Leaderboard
2022-07-17T12:35:49Z
17 July 22

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.

Siddhart Dosieah - PeerSpot reviewer
Information Systems Engineer at Ayuusht
Real User
Top 20
2022-07-13T17:31:00Z
13 July 22

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.

Shreyas  K M S - PeerSpot reviewer
Systems Architect at NetApp
Real User
Top 20
2022-05-25T15:57:00Z
25 May 22

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.

Hasan Haseeb - PeerSpot reviewer
Senior Network Engineer at accrets
Reseller
Top 5Leaderboard
2022-05-13T14:05:49Z
13 May 22

SAP CRM could improve in the area of user-friendliness. It would help if you had an engineer to do the administration. The migration is complex when moving from the old version to the latest version.

VS
DGM at Bharat Electronics Limited
Real User
Top 5Leaderboard
2022-04-25T09:35:18Z
25 April 22

SAP CRM could improve by making the solution more current, it is out of date. There are no more updates for SAP CRM.

ZavedAhmed - PeerSpot reviewer
Senior Business Associate at Tech Mahindra
Real User
Top 5Leaderboard
2022-04-04T12:26:27Z
04 April 22

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.

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SriniDhanaraj - PeerSpot reviewer
Head of Data at Gauri Ltd
Real User
Top 5Leaderboard
2022-04-01T18:52:02Z
01 April 22

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.

Tariq Taj - PeerSpot reviewer
Data Engineer at NDIS
Real User
Top 20
2022-03-29T16:01:00Z
29 March 22

In terms of visibility of the data, there's a very limited set that we have access to and sometimes it's very difficult and not user-friendly to analyze from front end to back end. It's the biggest challenge, even if I'm working with an organization where we've implemented SAP. They don't have proper mapping so we are more dependent on our data analysis rather than any mappings provided. Consultants and data analysis functions should be improved or included. It's sometimes difficult to navigate in terms of data. Even some technical users might see challenges with data analysis and base their findings on assumptions rather than concrete findings. I know the payment solution is currently somewhat disconnected from the current CRM and it would be a helpful feature to have an integrated payment solution.

Marouan Bellioum - PeerSpot reviewer
Cyber Security Program Manager at a financial services firm with 10,001+ employees
Real User
Top 5
2022-02-19T02:36:57Z
19 February 22

In the future, machine learning and artificial intelligence functionality need to be included. This would be an enhancement to the product. The dashboards have to be enhanced to make them better for top-level management. The order-to-cash process should use a lean approach. Improving the performance would help to address value-added for the company. I would like to see enhancements made to the security. Cyber fraud is a concern for us.

GoutamRoy - PeerSpot reviewer
Associate Vice President & Head-ITS at a pharma/biotech company with 1,001-5,000 employees
Consultant
Top 20
2022-01-25T15:46:45Z
25 January 22

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.

MA
SAP HCM Professional at a financial services firm with 201-500 employees
Real User
Top 20
2021-12-16T19:36:00Z
16 December 21

The solution needs more flexible customization, tender request, and they need to think about some of the localization aspects.

Henrique Brodbeck - PeerSpot reviewer
Owner / Consultant at Brodbeck
Real User
Top 5
2021-12-08T06:51:00Z
08 December 21

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.

RJ
Service Delivery Manager at a agriculture with 10,001+ employees
Real User
2021-11-01T10:21:20Z
01 November 21

Many similar solutions have come on to the market in the last few years that have a better GUI, and better connectivity to the back-end SAP system. That is where this product started fizzling out. SAP GUI is not very attractive. Secondly, it doesn't capture people who visit the site and the products which were of interest to that person. Features were never upgraded and people started losing interest in the product because there were many other attractive products available. The solution has some serious issues at this point.

PV
Project and Service delivery Manager at a tech services company with 11-50 employees
Real User
Top 5Leaderboard
2021-09-27T18:20:44Z
27 September 21

There is still a lot to improve in SAP CRM to be able to compete with Salesforce. For the customer that has SAP ERP, implementing SAP CRM on the cloud is native and a great option. For those who do not have SAP at all, it might be a difficult choice because you can get more or less the same functionality from Salesforce with a better UI. It can be hard to decide. 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.

it_user1113342 - PeerSpot reviewer
Worksoft Certify Consultant at a manufacturing company with 10,001+ employees
Consultant
2020-08-16T08:00:17Z
16 August 20

I can't think of a feature that is lacking. For us, it has everything we need. It can be a bit more user friendly, to be honest. Sometimes there are too many apps options. It should offer better UX (user experience) to make it easier to navigate and easier to use.

Andray Sander - PeerSpot reviewer
Mobile Application Developer at Guru.com
Real User
2018-08-23T12:34:00Z
23 August 18

They should improve the design to make it more appealing to users.

Related Questions
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
Jul 17, 2022
Hi Everyone, What do you like most about SAP CRM? Thanks for sharing your thoughts with the community!
2 out of 15 answers
Andray Sander - PeerSpot reviewer
Mobile Application Developer at Guru.com
23 August 18
I have found the sales reporting feature specifically useful as it provides reporting and visualization which helps in decision-making. I use this to understand where to improve, which in-turn, helps generate sales.
it_user1113342 - PeerSpot reviewer
Worksoft Certify Consultant at a manufacturing company with 10,001+ employees
16 August 20
The solution is stable.
it_user735081 - PeerSpot reviewer
User at a energy/utilities company with 10,001+ employees
Oct 03, 2017
Dear Team, I would like a cost comparison for CRM SAP, Salesforce and Pega. Hopefully someone can provide me the details. Thank you
See 2 answers
PeerSpot user
User at Cognizant Technology Solutions
03 October 17
Hi thanks for your request. Each of the ERP CRM listed above has certain functionalities in common and comparing the cost between them will completely depends upon the need. Overall Salesforce and SAP CRM has CRM functionality and it is Tier 1 CRM product. Pega is not a CRM product and it specializes in BPM ( Business Process Management). Please email me and I can discuss over the phone with you for further details.
it_user747921 - PeerSpot reviewer
Vice President, CRM Product Marketing at Pegasystems
03 October 17
My advice is to compare the full investment of the CRM implementation - software, cloud and services - as from a general perspective, all top level "costs" are generally comparable. It is the cost-to-value ratio that you will want to focus upon. Also, you’ll want to assess whether you will be looking to deploy AI or not, as some vendors’ offerings are not quite as real and ready-to-deploy as others. Note that I am biased, as I am with Pega, running their CRM practice. With this said -- in terms of unbiased independent reviews, Gartner's latest Magic Quadrant for the CRM Customer Engagement Center for 2017, cites “Reference customers gave Pegasystems' overall package the best cost-to-value rating of any solution assessed for vendors in the Leaders quadrant.” A free copy of Gartner's report may be downloaded here: https://www.pega.com/gartner-crm-cec-2017 Best of luck in your research. Just let me know if I can be of any further assistance. Regards, Jeff Nicholson
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