We performed a comparison between Microsoft Dynamics CRM, Salesforce Service Cloud, and SAP CRM based on real PeerSpot user reviews.
Find out what your peers are saying about Microsoft, Salesforce, ServiceNow and others in CRM Customer Engagement Centers."I like the fact that I can keep track of everything I do in relation to my own job."
"Right now we're using the financial features, and we haven't tried the inventory. It's useful more on the financial side."
"The solution is stable."
"Microsoft Dynamics is user-friendly and intuitive. It's easy to understand how it works."
"The most valuable feature of Microsoft Dynamics CRM is its ease of use."
"The most valuable feature of Microsoft Dynamics CRM is the integration with Microsoft Office 365."
"The support is brilliant. All OEMs are pretty helpful."
"The solution's return on investment is worth it."
"The product's initial setup phase was straightforward."
"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"It is a stable product."
"The plug-ins that work with other standard systems have made the product industry-ready."
"The solution is highly scalable."
"It was comfortable setting up the tool."
"SAP CRM is very fast, providing accurate information and good results."
"When we are using SAP CRM we receive more accurate results than using any other CRM system."
"The solution's contract management and product hierarchy features of SAP CRM are the most beneficial for our business operations."
"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 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."
"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 on all of those."
"The solution's interface has room for improvement."
"In terms of the performance, when it comes to loading a large volume of data, it's slow at times, so the system could be optimized."
"They should work on improving the solution's scalability."
"The price of Microsoft Dynamics CRM could improve."
"One area for improvement in Microsoft Dynamics CRM is its end user feedback. It's still not that great compared to Salesforce. They also need to improve on the look and feel of the solution, because those are still slightly better on Salesforce."
"The product is very old."
"Technical support could be faster and more responsive."
"Microsoft Dynamics CRM could improve by being more user-friendly and having a better design. I have used Service Desk and it is not user-friendly but this solution is worse. The graphical interface is not intuitive, you need someone to guide you or you will have difficulties navigating around to find the file you need. The data we are normally dealing with is boring enough and the interface could be more attractive and more exciting. The tabs and arrangement could be done better to be more user-friendly. Microsoft Excel, PowerPoint, and Word are fine and Microsoft should extend their user-friendliness and intuitiveness to Microsoft Dynamics."
"The pricing for what Salesforce Service Cloud offers is not great."
"The product's high price is an area of concern where improvements are required."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
"The documentation could be improved."
"Salesforce Service Cloud's report functionality could be improved."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"The integrations with other solutions can be improved."
"The pricing of the solution can be made cheaper."
"We would like the coding system within this solution to be more straightforward when carrying out general entry tasks."
"There are quite a lot of missing parts in SAP CRM, which is why we do a lot of customization. Not everything is there, and some things need custom coding to cater to specific needs. It is not a plug-and-play solution with standard features, and we have to customize quite a lot."
"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."
"The solution is slow."
"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."
"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."
"Previously, the SAP CRM used to use simple servers, but now SAP uses HANA. The problem with the HANA databases is their interoperability with other solutions. SAP CRM could improve by working better with other solutions."
"It was not very stable. It was not a network problem because we were using tools that were not SAP. They were working well. But when I'm running the SAP, it's not working for us."
