We performed a comparison between Pega CRM and SAP CRM based on real PeerSpot user reviews.
Find out in this report how the two CRM solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"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."
"Once the lead is matured, you can convert it into an opportunity and you can track it by the opportunity based on the product segment."
"When we are using SAP CRM we receive more accurate results than using any other CRM system."
"I have found the most valuable feature of the SAP CRM system is its ability to integrate with other modules. SAP CRM is all about integrating with other modules. For example, SuccessFactors is their learning management. This is one use case that SAP CRM themselves use. Their lead generation versus their sales from their educational services. You can instantly receive insight into how many leads have been generated and how much it turned into real business or revenue for them. I was told in one of the seminars that the data transfer from the lead generation to sales is only 24 hours in SAP CRM."
"Its scalability is good."
"The most valuable feature is lead management and integration."
"The most valuable feature for me is the flexibility to consolidate the products."
"SAP is very easy to use."
"SAP CRM is very fast, providing accurate information and good results."
"The solution has room for improvement around decisional and real-time data analysis."
"The UI is lagging and needs to be improved."
"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
"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."
"They should enable the data-driven streaming feature inside it."
"SAP CRM should create a more user-friendly graphical user interface (GUI)."
"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."
"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."
"There is a lot of missing data and data latency issues between the different modules of SAP CRM, which creates a lot of problems."
"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."
"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."
"They should improve the design to make it more appealing to users."
"They have recently updated their user interface but they should continue to improve upon it in the future. Additionally, overall performance or speed of response times could be better."
Pega CRM is ranked 16th in CRM with 10 reviews while SAP CRM is ranked 4th in CRM with 40 reviews. Pega CRM is rated 8.0, while SAP CRM is rated 7.6. The top reviewer of Pega CRM writes "Case management feature is valuable but the pricing is expensive". On the other hand, the top reviewer of SAP CRM writes "It integrates well with our existing solutions, so we can analyze the data for analytics, forecasting and modeling". Pega CRM is most compared with Pega Robotic Process Automation, Microsoft Dynamics CRM, Siebel CRM, Genesys Cloud CX and Amdocs CRM, whereas SAP CRM is most compared with Microsoft Dynamics CRM, Salesforce Sales Cloud, Siebel CRM, Oracle CRM and Amdocs CRM. See our Pega CRM vs. SAP CRM report.
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