Pega CRM vs SAP CRM comparison

Pega and SAP are both solutions in the CRM category. Pega is ranked #18 with an average rating of 7.7, while SAP is ranked #3 with an average rating of 7.8. Pega holds a 1.5% mindshare in CRM, compared to SAP’s 10.7% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 84% of SAP users who would recommend it.

Pega CRM

Read 10 Pega CRM reviews

566 Views
443 Comparison Views

100% willing to recommend

SAP CRM

Read 44 SAP CRM reviews

3,643 Views
3,231 Comparison Views

84% willing to recommend

Pega CRM

SAP CRM

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Executive SummaryUpdated on Dec 19, 2024

SAP CRM and Pega CRM are both leading products in the CRM category. Pega CRM appears to have a slight advantage due to its ease of deployment and customer service responsiveness.

Features: SAP CRM offers strong lead management and integration with SAP ERP, providing comprehensive insights from marketing to sales reporting with customization options. It is valued for its scalability, stability, and particularly for integration with SAP ERP and analytics. Pega CRM is appreciated for ease of setup, modular workflows, and robust case management features that allow non-technical users to design use cases with pre-configured workflows for customer needs.

Room for Improvement: SAP CRM users report needing enhancements in user interface, integration flexibility, and mobile accessibility. It lacks in flexibility compared to competitors like Salesforce, with calls for more customization capabilities. Pega CRM is critiqued for high costs, limited database modification abilities, and there is room for improvement in stability, UI, and data-streaming functionalities.

Ease of Deployment and Customer Service: SAP CRM is mainly on-premises, with hybrid and cloud options, but its support varies and sometimes experiences slow response times. Pega CRM is consistent with public cloud and hybrid deployments and provides responsive customer service accessible through multiple channels, showcasing a cloud-centric model with proactive support.

Pricing and ROI: SAP CRM is criticized for high pricing impacting smaller businesses, requiring significant initial investment for long-term ROI, hence more suitable for large companies. Pega CRM also shares the high-cost perception but is considered a strong investment due to its CRM capabilities, functioning with a client-specific pricing model. Both systems demand significant investment, with high ROI expected mostly at enterprise levels.

To learn more, read our detailed Pega CRM vs. SAP CRM Report (Updated: April 2025).

Buyer's Guide

Pega CRM vs. SAP CRM

April 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Pega CRM

Ranking in CRM

18th

Average Rating

8.0

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (5th)

SAP CRM

Ranking in CRM

3rd

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Local Government CRM (2nd), Marketing Management (3rd)

Mindshare comparison

As of May 2025, in the CRM category, the mindshare of Pega CRM is 1.5%, up from 1.4% compared to the previous year. The mindshare of SAP CRM is 10.7%, up from 10.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Q&A Highlights

it_user735081

Works at a energy/utilities company with 10,001+ employees

Oct 03, 2017

Cost Comparison between using CRM SAP vs Salesforce vs Pega

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.

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Featured Reviews

Srinivas Ganisetti

AVP/Sr Analyst Apps at a financial services firm with 10,001+ employees

Case management feature is valuable but the pricing is expensive

I would like to suggest the solution but it really depends on your specific requirements, your business use cases and future plans. There is a significant investment involved in this solution and therefore it is very crucial to reevaluate your future necessity including automation potential and modernization plans. I would suggest that you select any kind of solution and explore alternatives of similar functionalities at a lower cost. This might help you to achieve more with less. In my experience, I would rate it between seven to eight because it offers robust capabilities. But please be aware that other BPM tools are emerging with similar features at a lower cost. Pega CRM is perceived as bulk care compared to order tools, as many of its capabilities are potentially underutilized. I would rate it 7 out of 10.

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GodfreyNoel

Distribution Cordinator at Unilever Inc.

Excellent user experience with ease of use and reliable technical support

When SAP CRM does the maintenance, it can take a long time, which can impact business continuity because we have to wait for the maintenance team to finish their work. Maybe if SAP could establish how you can access the tool using a cloud-based environment that would be virtualization, that would be better.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."

"The case management feature is really valuable."

"The solution is very easy to use."

"The product's deployment phase was easy."

"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."

"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."

"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."

"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."

More Pega CRM pros

"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."

"The user interface is excellent."

"The solution's contract management and product hierarchy features of SAP CRM are the most beneficial for our business operations."

"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."

"The product integrates with third-party tools easily."

"SAP CRM's most valuable at a branch level."

"The initial setup of SAP CRM was simple."

"Compared to other systems, SAP CRM has been reliable, stable, and cost-effective for us."

More SAP CRM pros

Cons

"The UI is lagging and needs to be improved."

"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."

"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"

"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."

"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."

"The UI should be improved."

"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."

"They should enable the data-driven streaming feature inside it."

More Pega CRM cons

"Recently, the price of SAP CRM has increased, which is one concern."

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

"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."

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

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

"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."

"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."

"There could be some specific configurable options on the UI level to improve visibility."

More SAP CRM cons

Pricing and Cost Advice

"The pricing is on the higher side."

"It is expensive."

"We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."

"The product is costly."

"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."

"The pricing from SAP is good but it takes time to realize the investment."

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

"SAP CRM is an expensive solution and is the most challenging aspect of the solution."

"From the maintenance perspective, SAP CRM is quite expensive compared to cloud services because the current solution they're using is managed by us and we are hosting it on servers. There is the cost of hosting, and managing servers and applications. The overhead is substantial, but this solution is a legacy system. It will take some time for the customer to migrate out of it."

"There is a license required for the solution and most of my clients purchase an annual license."

"The licensing model for SAP CRM is customer-based."

More SAP CRM pricing and cost advice

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Answers from the Community

it_user735081

Works at a energy/utilities company with 10,001+ employees

Oct 3, 2017

Cost Comparison between using CRM SAP vs Salesforce vs Pega

See 2 answers

it_user70698

Works at Cognizant Technology Solutions

Oct 3, 2017

Read full answer

it_user747921

Vice President, CRM Product Marketing at Pegasystems

Oct 3, 2017

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

Read full answer

Top Industries

By visitors reading reviews

Financial Services Firm

25%

Computer Software Company

14%

Real Estate/Law Firm

Comms Service Provider

Computer Software Company

11%

Manufacturing Company

11%

Financial Services Firm

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Pega CRM?

The product's deployment phase was easy.

See all answers

What needs improvement with Pega CRM?

The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications. In Siebel CRM, you have complete control over your database, you can do any datab...

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What is your primary use case for Pega CRM?

Pega CRM uses a layer cake architecture. Basically, the tool is a convenient application to use even if you are not a technical person, like a business analyst. I use the solution for the CRM modul...

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What do you like most about SAP CRM?

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.

See all answers

What is your experience regarding pricing and costs for SAP CRM?

Every user needs to have a license.

See all answers

What needs improvement with SAP CRM?

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 es...

See all answers

Comparisons

Siebel CRM vs Pega CRM

Compared 24% of the time

Microsoft Dynamics CRM vs Pega CRM

Compared 18% of the time

Salesforce Service Cloud vs Pega CRM

Compared 15% of the time

Salesforce Sales Cloud vs Pega CRM

Compared 12% of the time

Genesys Cloud CX vs Pega CRM

Compared 12% of the time

More Pega CRM Competitors

Microsoft Dynamics CRM vs SAP CRM

Compared 34% of the time

Salesforce Sales Cloud vs SAP CRM

Compared 25% of the time

Zoho CRM vs SAP CRM

Compared 13% of the time

Siebel CRM vs SAP CRM

Compared 10% of the time

Oracle CRM vs SAP CRM

Compared 10% of the time

More SAP CRM Competitors

Product Reports

Buyer's Guide

Pega CRM

May 2025

Download Pega CRM product report

Buyer's Guide

SAP CRM

April 2025

Download SAP CRM product report

Also Known As

Chordiant

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Overview

Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.

Pega

SAP CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and service processes. It offers a range of features including lead management, opportunity management, campaign management, and customer service management. With SAP CRM, businesses can effectively manage their customer interactions, improve customer satisfaction, and drive revenue growth.

The solution integrates with other SAP modules, allowing for seamless data exchange and real-time insights. It also offers mobile access, enabling sales and service teams to access critical information on the go.

SAP CRM is a powerful tool for businesses looking to enhance their customer relationships and drive business success.

SAP

Sample Customers

The State of Maine, Aegis, Aegon, AIG Japan, ING

Brau Union Osterreich AG, Nu Skin Enterprises Inc., AOK Bundesverband, RAK Ceramics, NHS 24, Wholesale Sports Outdoor Outfitters, FC Bayern Munchen AG, Tumi, The Kellogg Company, MVV Energie AG, Anglian Water Services, German Football Association (DFB), Nebraska Book Company Inc.

Buyer's Guide

Pega CRM vs. SAP CRM

April 2025

Free Report: Pega CRM vs. SAP CRM

Find out what your peers are saying about Pega CRM vs. SAP CRM and other solutions. Updated: April 2025.

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