SAP CRM Reviews

We use SAP CRM to improve service functions and processes to complete all the activities with clients. It helps improve all communications and centralize all the information within one platform. We can make many of these process improvements with the CRM platform SAP Service Cloud. 

The features that are used most are the lead model and the opportunity model. We can create many different pipelines with many phases. These features improved our process in the States very well.

The implementation and integrations could be better. After we went into the production environment, we had some issues. Most of them were with the ERP integration. Many other issues were around the client's integrations between the ERP and CRM platforms.

It could be more user-friendly. It wasn't very user-friendly initially, but now it's easier for them to use. Now, the users can use that platform better than at the beginning.

We would like to see reports with more analytic features and artificial intelligence in the next release. For example, show more metrics and KPIs and more dynamic dashboards. Because the platform has some models, but it's not easy to use. It's a little complex.

I have been using SAP CRM for three years.

We had a good relationship with SAP. They were very close to us at the beginning of the project. When the issues appeared, they provided very good support, and the technical specialists tried to resolve the issues very quickly. So, it was a good relationship with them.

The initial setup was a little complex in the beginning. The technical team had to change the standard features. They developed some features that the business needed. Not all the implementation was the standard. You need around ten people to deploy and maintain this solution. 

We pay for the license yearly. 

On a scale from one to ten, I would give SAP CRM a seven.

Our client is using SAP CRM for many purposes, such as invoicing, staffing, and managing HR. The solution has modules and they are using them for different purposes.

SAP CRM has a good performance.

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.

I have been using SAP CRM for approximately 20 years.

SAP CRM is a highly stable solution. It is one of the best on the market.

I have found that SAP CRM is scalable.

We have more than five customers using SAP CRM. Some use SAP B1, and others SAP ECC 6. All intend to migrate to SAP HANA sooner or later.

We are the ones who are logging support tickets on behalf of customers. SAP CRM is a reliable partner for us. The support from SAP is good.

I have used other solutions previously and there is a handful of solutions that are enterprise-grade CRMs. These solutions are PeopleSoft, Oracle, and SAP. There are only a few. 20 years ago, SAP was the market leader, and still is SAP the market leader. Our clients are happy with SAP CRM.

The initial setup of SAP CRM can be complex but it depends on who is doing it. For us it was straightforward. 

SAP CRM has components, such as a development environment and testing environment. The length of time it takes to the implementation depends on either requirement. I cannot say universally it's straightforward. It depends on how large the customer is and how large their database is.

Our requirements are quite complex, our customers like to use the solution and we are supporting them.

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.

If a company wants to change from SAP CRM it is very difficult. They would need to train hundreds of employees. They will be stuck with SAP CRM. My clients use this solution for their HR system, payroll, leave the system, and invoicing system, and everything is linked to SAP CRM only.

My clients will soon to SAP HANA or maybe SAP cloud.

I would recommend SAP CRM.

I rate SAP CRM an eight out of ten.

SAP CRM is used for companies that have large issues and for marketing leads.

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

I have been using SAP CRM for 10 years.

We have 150 users using SAP CRM in my organization. The people in the marketing in sales are using the solution.

The initial setup of SAP CRM was simple.

We used an integrator for the implementation. We have one person for the maintenance of the SAP CRM.

There is a license required to use SAP CRM.

We have evaluated other solutions.

We are migrating to SAP HANA. I would not recommend SAP CRM.

I rate SAP CRM a six out of ten.

I'm a data engineer and we are end-users of SAP CRM. 

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.

I've been using this solution for three years. 

The stability is good. 

This is an enterprise solution so it's scalable. 

Customer service is reasonable, not great.

The initial setup is quite complex and can sometimes take three to six months for a small deployment which makes life difficult for a business use case. We used SAP consultants for our deployment. 

I rate this solution eight out of 10. 

We use SAP CRM mostly for customer contact and lead management.

The most valuable feature is lead management and integration.

SAP CRM could improve by being easier to use and customer-friendly.

I have been using SAP CRM for approximately 13 years.

The implementation is difficult and could be easier.

SAP CRM costs approximately a couple of thousand a month.

I rate SAP CRM a six out of ten.

We are a consultancy and advising company. It is used for sales, B2B sales, and sales force automation. It is used when our salesmen sell to our customers, and it is also used for the customers of our clients. The customers of our clients buy directly through the B2B portal on SAP.

The flexibility to design the portal and customize it according to the needs of the clients is valuable. The integration with SAP ERP is also valuable.

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.

I have been using this solution since 2010. It has been 11 years.

It is very scalable. It can cater to huge traffic and thousands of simultaneous users.

It is good, but it depends on the partner you select for implementation. You have to select a knowledgeable partner in order to get good support. It is not only about the application but also about the partner.

There is a great need for consultancy work. You need to first understand the needs and then design and configure the application. You need to understand all the features of the software in order to have a good installation. It is not for a common user. You need specialization and knowledge about it.

For its deployment and maintenance, we have at least 10 people. We have five engineers and five power users or business users.

I don't have the numbers, but you can get the results in approximately one year.

I would advise others to first clearly understand the business needs and have a good design or a good project. Only after that, they should begin the implementation.

I would rate it a nine out of 10.

This solution is primarily a customer-facing portal for placing and tracking orders. I'm a service delivery manager and we are customers of SAP CRM.

When we implemented this solution nine years ago it was the best product on the market. It provides good performance. 

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. 

We've been using this solution for almost nine years. 

Performance and stability were good, we never had any issues. 

Scalability was not an issue.

In general, their support is quite slow and requires a lot of follow-up to get what we need.

The initial setup was not very complex, it connected to our back-end SAP system. We have a Java portal at the front. We used a third-party service provider who was an SAP gold partner and carried out the implementation. The product requires the usual security-related patches to be applied as and when there are issues, then regular database upgrades and OS upgrades. We have around 450 people who are working on this solution.

SAP prices are always on the higher side, but we went with it after evaluating everything. Over time though, we stopped getting value for money. 

We've decided to move to an SAS solution. The solution we've chosen doesn't require maintenance and has a very good GUI with all interfaces available on APIs. In addition, it has all the functionalities which customers want. If a customer visits the site, it's recorded along with the product they looked at. If an order is placed, the customer can track it and get the account statement from the portal. 

This product does not have a future roadmap so we decided to decommission it and move to another solution. 

I rate this solution three out of 10. 

We are using SAP CRM for the payroll process, personnel administration, organization management.

SAP has a cloud version available which helps large companies. It is very powerful for talent acquisition.

When we are using SAP CRM we receive more accurate results than using any other CRM system.

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

I have been using SAP CRM for approximately five years.

The solution is stable.

SAP CRM is scalable.

Our local vendor does not have that much experience. It makes it difficult for them to give training or fix some issues. The customization is very hard to understand and not only by the end-user.

The implementation of SAP CRM is complex sometimes. Our team cannot deal with some functions in the solution. We have some trouble, some aspects are not as easy to fix as some other CRM systems. 

If someone takes training and understands how the processes and functions work, it will be very easy.

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

At this time my company is looking for another CRM system because of the cost. If the cost is reduced we might not choose another solution.

I recommend SAP CRM price be reduced, it is a problem for companies to be able to afford it.

I rate SAP CRM a seven out of ten.