SAP CRM Reviews

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.

I've worked on archiving on SAP CRM. I worked on an archiving object called CRM Act-On in my last project.

We've got something called IPC, Internet Pricing and Configurator. They have built a custom-built solution over that. Apart from that, the vendors use the CRM solution.

I'm not an SAP CRM expert. I don't dig deeply into the features. 

There are use cases where I have supported it and it worked fine.

The initial setup is not too hard.

The solution is stable.

Its scalability is good.

Support has been great.

The architecture, the business functionality, and the features really help the current existing organization.

Integrating the existing SAP CRM with other SAP systems is easy. You would need somebody who has some cross-functional expertise if you work with both non-SAP and SAP solutions.  

I read somewhere that SAP has ceded space to Salesforce in this area. I have heard SAP has stopped developing SAP CRM further.

We would like to see them offer lower pricing. There are other solutions in the market that will provide effective solutions at a much lower price. CRM is costlier than its competitors.

I've been using the solution for four years.

The solution is very stable and offers straightforward reliability. I haven't dealt with bugs or glitches and haven't experienced crashes or freezing.

It is not an issue if you need to scale. It can expand well. 

I cannot speak to how many people are using the solution.

We worked with SAP on my last project. We had an issue regarding the Bdocs, and then we worked with SAP support personnel.

They were a show-stopper and they really helped us. I would rate their support highly.

Positive

Choosing the solution was the job of the CTO. 

There are a host of factors, including budget and support factors which will really go into decision-making. However, decisions on what to use or move away from is made at the C-suite level.

The initial setup is pretty simple and straightforward. It is not difficult. People who are well-versed in CRM won't have trouble.

I am not aware of the exact cost. However, my understanding is that it is quite costly.

I'm an SAP consultant.

The solution is good, and if a client was looking into it, I would compare it to others in the market and recommend what was best for the client according to their environment. Sometimes CRM is the right solution. Sometimes it may not be.

I'd rate CRM a seven 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.

When I was in sales earlier, we used SAP CRM for several important tasks. We entered customer orders into the system, and we could also check a customer's outstanding balance through the product. This helped us determine whether we could process a new order for that customer.

The most valuable feature is real-time data. You don't have to go to the finance team for information. On one screen, you can see if stock is available and check the customer's outstanding balance, and then you can process the order. SAP CRM's integration with other applications is easier. 

Analytics can be done through reports. It's very easy. Many reports are by default, and there are many reports that you can create. You can customize the report to meet customer requirements.

The tool's installation on the cloud takes time, but it should be easier. One transaction takes around one to one and a half hours. 

I have been working with the product for five years. 

I rate the tool' stability a ten out of ten. 

I rate SAP CRM's scalability a ten out of ten. My company has 200 users who use it daily. 

I've used the tool's tech support. It's available 24/7. We have dedicated people for every project, so SAP supports us directly. We can go straight to SAP for clarification and resolution for any issue we face. They're customer-friendly. 

I have worked with Salesforce. It is not even half as useful as SAP CRM. 

We don't have to install transactions again and again newly. All transactions should be on the cloud by default, and we can select what we want to use or what access to give to which users.

Every user needs to have a license. 

I rate the overall product a nine out of ten. The only problem is that the customer cannot describe exactly what they need. When we deliver it, they say that it should have been like this or like that, so we have to make changes to the results.

We use SAP to manage our sales pipeline and for analytics. 

The solution is easy to use. 

The solution is expensive.

I have been using SAP CRM for five years. 

The scalability is good and there are five users. 

The initial setup is easy. The deployment takes two minutes. 

We pay for a license. 

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

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 use case for SAP CRM is for customer profiling and mapping to have all the information related to each customer in our main database. We also use the solution to liaise with customers externally.

What I found most valuable in SAP CRM is its multitenancy, and you can use it from your website, SMS, and even social media, and it's all integrated, so my company is trying to leverage all of those.

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.

We've been experimenting on the pilot version of SAP CRM for the past two years.

SAP CRM is a stable solution.

We found the technical support for SAP CRM good.

The initial setup for SAP CRM has not been straightforward, and we're still trying to get it tuned correctly.

In terms of how long the setup took, it was around one and a half to two years to get a basic understanding of the process, but we didn't have any deadlines, and that could be why the setup took that long. If we had a deadline, we could have cropped down on the setup time.

The licensing model for SAP CRM is customer-based.

We didn't use other CRM solutions prior to SAP CRM because it's our main system and it's much easier to integrate.

My company is using SAP CRM, particularly its pilot version.

In my company, SAP CRM is used internally by a dedicated team of customer service officers that handle and operate the business. Internally, forty to fifty people use SAP CRM, but in terms of the customer base of my company, five hundred thousand people use the solution.

My rating for SAP CRM is eight out of ten.

I manage projects that include use cases from finance. I take them from beginning to end and manage the expectations. One of our concerns is having a secure infrastructure. In-depth security is part of our design.

The primary use cases are build leads between customers and salespeople. It facilitates the order-to-cash (OTC) process and reduces the time to market.

We get very good support from SAP.

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.

We have been working with SAP CRM for several years. One of our projects began in 2017.

This product is stable at the moment. 

The scalability is good and it can handle a large volume of data.

The support team is very reactive. When we have a lot of support requests from our customers, the SAP team helps us to clear the backlog. The responses to our queries are very fast.

There is not a lot of bandwidth usage between our support team and SAP support.

We use Microsoft Dynamics CRM in our African offices.

I recommend using SAP CRM in all regions except for Africa. We use Microsoft Dynamics CRM in Africa because we did not have an SAP partner in the region. However, there is now a partner in North Africa, so we will be migrating all of the Microsoft Dynamics to SAP. That said, it will take time.

SAP is more scalable than Microsoft Dynamics CRM. SAP, however, is more expensive, although it provides more benefit to us.

The deployment is a complex process.

It takes between a year and two years to implement. One of the projects that we completed in our region began in 2017 and was delivered at the end of 2018.

We may use a consultant for deployment because it takes time.

This product is a good investment but you have to consider it long-term. The benchmark should not be set during the first year. Rather, it will take between three and five years to see the value.

In the beginning, pricing is expensive. This is because you need to build a landscape within five to ten years. The pricing from SAP is good but it takes time to realize the investment.

We recommend SAP because we have experience with it on a global level.

I would rate this solution a ten out of ten.