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.

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.

We have customers that are using SAP CRM in the cloud and others are using it on-premise. 

We have done C4C for logistics and C4 Cloud for sales, for the retail industry, public sectors, and a boiler heater which I would classify as non-retail. There are many industries we have used this solution in. 

The public sector deployment was on-premise, and the logistics and retail were on the cloud.

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. 

I have been using SAP CRM for more than 10 years.

The stability of SAP CRM is good.

SAP CRM is a scalable solution. 

We have a few clients using SAP CRM.

SAP CRM has poor attrition, with a lot of people joining and leaving the SAP space. No single person has a wider knowledge of SAP E3, ECC, C4C, or CRM in their whole space. People are joining and leaving. If you take a different sector, for example, someone very good in hybris and that hybris team may not know what is SAP ERP. Similarly, the ERP expert may not know how CRM works. There are a lot of disconnects, but fortunately, as a Gauri organization, we worked in all the specialties, we can help anyone in SAP if they need help.

I have used Salesforce previously.

The initial setup is fine. We use an activate methodology, and we go and find the scope. However, all the customers will align with what SAP delivers out of the box, every customer needs some variation. That variation you need to deliver through the bespoke development. Unfortunately, the bespoke development in SAP CRM Cloud is quite challenging.

I would recommend this solution for large industries. If the company is small to medium-sized, I would recommend Salesforce.

I rate SAP CRM an eight out of ten.

SAP is very easy to use.

There is no scope for integration because SAP does not allow any personal integration.

I have been using SAP CRM for a couple of years.

I rate the solution’s stability an 8 out of 10.

I have used Salesforce.

The initial setup is complex and takes more than 6 months.

SAP is costly and requires money for every modification.

SAP CRM is a legal product and very useful. 

I cannot recommend SAP CRM. I recommend Cisco because It's easy to use.

Overall, I rate the solution an 8 out of 10.

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.

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. 

We use SAP CRM for reading and writing data. It helps us understand the supply chain code of the database.

The product's pricing could be better. 

We have been using SAP CRM for one year.

It is a very powerful product. I rate its stability a ten out of ten.

I rate SAP CRM’s scalability a ten out of ten.

The product’s initial setup is very straightforward.

The product is costly.

I rate SAP CRM a ten out of ten. I advise others to go ahead to use this technology. It is beneficial for the environment. It provides innovative ideas for implementation. It will save a lot of money in the future.

We are using SAP CRM for maintaining our customers, visits, leads, opportunities, etc... We are also using SAP CRM for our marketing campaign activities. We maintain our product and price list on it, and we are also using it for our sales forecast.

The features that I have found most valuable are that our management side can see the report instantly, they can predict the forecast, and see what is in the pipeline. They can predict how many orders they will have in each month. This is one of the good things. One of the main things is that the reports are very  customizable. It is very easy and user-friendly to customize the reports the way the user wants. They can see the reports as per their expectations and change them accordingly.

In terms of improvements, sometimes we experience downtime and maintenance time. Additionally, we sometimes see difficulties with the quotation output. So quotation output can be improved.

Our users are using it primarily from their laptop browser and very few are using it on their mobile because the mobile is not that user-friendly. So mostly people use it on their laptop.

As for what I would like to see in the next release, it is more or less okay. I don't have any specific suggestions to improve - but it could be more user-friendly. I think it could be more user-friendly like Microsoft Dynamics which is easier for a new user, they feel comfortable using Microsoft Dynamics. Whereas sometimes for SAP CRM users see some bugs. This will happen in the C4C, which needs to be improved, because we see many bugs and error messages, even if the inputs are okay.

The interface needs to be improved.

I have been using SAP CRM for almost four years. Before that we used a different CRM system.

Initially SAP CRM feels a little bit difficult, but when users become used to this software, it is a very good solution compared to other solutions, because I have used other solutions before, including the Lotus Notes based CRM system. It was not that much faster. I cannot compare it with Microsoft Dynamics or Salesforce, because although some might say they are better and others do not, I have not used them in our customer center.

SAP CRM is scalable.

We have both technical support from SAP and we also have an internal support team. In addition, there are very good training materials internally developed. I think the support system is very, very good. If there is any problem, then we get immediate support from our internal support team and if it's not in their scope, then we get immediate support from the SAP team.

The initial setup is not straightforward like Microsoft Dynamics. To be fully workable, the administrator needs to customize many things. From scratch it is not very usable. To make it usable, you need to customize many things to get the expected results.

It was deployed in different countries and it took a different amount of time for different customer centers. But for Bangladesh, it took almost three to four months because we needed to extract data and to upload that from the previous CRM system. Later we needed to customize many things as per our business requirements. So it took almost three months for the implementation.

Our deployment was initially done by a third party. One implementation engineer was there and I was there from  our side - so two people were involved for the implementation, but many other people were involved in different parts.

On a scale of one to ten, I would rate SAP CRM an eight.

This is because, as I have said, sometimes I see some downtime and sometimes some error messages coming. For some technical reason, users faces some error messages and sometime it becomes very slow. It should not be like this. That's why I have taken 2 points off. Otherwise it is okay.