SAP CRM Reviews

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.

We use the product for quotation creation, sales management, master data management, and service management.

They could improve SAP CRM's UI. Customers prefer dynamic applications for insight access view. There could be some specific configurable options on the UI level to improve visibility.

We have been using SAP CRM for two years. At present, we use the latest version.

I rate the product's stability a seven out of ten.

The platform is highly scalable. It is more suitable for enterprises than small businesses.

The quality of technical support services depends on the partner we are collaborating with. They help us in customizing the product. I have already worked in an SAP organization before. I provided support to clients worldwide. I know various aspects, including terms and conditions for creating tickets.

The initial setup process has moderate complexity. We can deploy it on the cloud within a week if we have the code.

The ROI for the product depends on the account one wants to purchase, considering the budget.

SAP CRM is an expensive product.

I rate SAP CRM a seven out of ten.

We use SAP CRM for the material's incoming and outgoing delivery.

SAP CRM is very fast, providing accurate information and good results.

SAP CRM should create a more user-friendly graphical user interface (GUI).

I have been using SAP CRM for six months.

The solution’s stability is good.

SAP CRM is a scalable solution. Around 500 users are using the solution in our organization.

The solution’s initial setup is a little complex.

We implemented the solution through an integrator. It takes more than a week to deploy SAP CRM. Three to four engineers and developers are required for the solution's deployment and maintenance.

We have to pay a yearly licensing fee for SAP CRM, which is expensive.

I would recommend SAP CRM to other users.

Overall, I rate SAP CRM a seven out of ten.

The main focus is  human resources. When employees start their jobs, we need to handle legal requirements, especially in Turkey. Therefore, we primarily develop processes for SAP integration and sometimes use MS Office programs like Excel. Additionally, if our clients use CRM systems, we ensure seamless integration.

Using IPA in this process gives you more efficiency and time to improve in other areas. For example, Vendors, SAP managers, or other employees in the sales department often interact with customers physically. While they are out all day, inputting information about potential customers into the CRM is challenging. They might use WhatsApp or Excel while traveling to quickly input this information. Then, the process begins with RPA to quickly transfer the data into the CRM. Moreover, if they have different CRM options, such as registering potential customers, they can initiate other sales strategy processes.

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.

If we integrate the database, processes can run much faster than usual. This could potentially improve SAP timing. Also, incorporating additional features like enhanced AI could be beneficial.

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

The solution is stable.

I rate the solution's stability an eight out of ten.

I rate the solution's scalability an eight out of ten.

Customer support is pretty good.

I rate the initial setup as an eight on a scale of one to ten, with one being difficult and ten being easy.

I rate SAP as a three on a scale from one to ten, with one being inexpensive and ten being expensive.

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

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

There is a lot of missing data and data latency issues between the different modules of SAP CRM, which creates a lot of problems. SAP CRM uses a patch program between the modules to send data from one system to another.

We faced two challenges with SAP CRM. One is the data latency issue, wherein data gets missed sometimes between the integration. Since it's always in a batch job, the data is not in real-time.

SAP CRM is a very old technology. Functionality-wise, it has a lot of capabilities, but the user interface and user experience are all very old-fashioned. The solution has some strong features, but the overall usage experience is something it needs to improve.

I have been using SAP CRM for three years.

I rate SAP CRM an eight out of ten for stability.

More than 1,000 users are using the solution in our organization. I use SAP CRM on a daily basis.

We use the solution to manage our customer content. We also manage the bidding, invoice, and time submission with SAP CRM.

There is some integration between SAP CRM and other systems, which is very complicated and difficult to understand.

Overall, I rate SAP CRM a five out of ten.

We use the solution for finances. We use the production environment very often.

The tool is easy to use.

The product is very expensive.

I have been using the solution for many years.

The product is very stable.

The product is scalable. Approximately 500 to 1000 people in our organization use the solution.

We have contacted support. The support team answers fast.

We are moving to the cloud environment.

I will recommend the solution. Our software developers are working on creating a CRM program. We will switch to it once it is created. Overall, I rate the solution a nine out of ten.

The primary use case for us is lead creation and data management. We had multiple people visiting the same customer, and that was causing some issues. So managing that and having all the information in one place was a problem we needed to solve. Now, every time someone visits a customer, we have notifications sent to the main account lead, and all of that information is centralized.

Another use case is pipeline management. It's important to keep track of regular opportunities and manage them efficiently. So, we use SAP CRM for that purpose as well.

We have around 300 to 400 users in the organization. We are mostly accountants and other roles, not related to IT.

One of the valuable features for me is email.

An area of improvement could be in reducing latency.

For the next release, I would like to see the feature for better email integration. I've used Salesforce in the past. They have much better email integration.

I have been using the SAP CRM for almost a decade now. It has been around ten years. Back then, it wasn't specifically SAP CRM, but rather an ERP suite from SAP that required customers to log in. I am currently using the latest version.

In terms of stability, there are some latency issues. I would rate it a seven out of ten.

The scalability of the solution is good. I would rate it a nine out of ten.

The customer support team is quite supportive.

Positive

We have an internal team. I don't think anything is easy to deploy in a day. We have a dispatch system, which presents challenges. It's very characteristic of our company. I doubt if anyone could say it was easy to deploy. I've never seen a deployment go smoothly in the last ten years. Although, we didn't need any external assistance.

The deployment took about three months. There were some evaluation phases, and perhaps some configuration phases, but half the time we didn't know what we wanted or how we wanted it. It was difficult to evangelize what we needed to solve our problem. Sometimes, you need a business consultant to tell you what the structure can be and what you should want.

On an annual basis, the subscription cost was half a million dollars for us.

I would definitely recommend using the product. I would rate it an eight out of ten.

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.

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.

I have worked with SAP CRM for nearly 10 years.

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.

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

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.

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. 

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.

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

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

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.