We performed a comparison between Freshdesk and SAP CRM based on real PeerSpot user reviews.
Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management."The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"The organization that is possible with other departments is the solution's most valuable aspect."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"The tool is easy to use."
"SAP is very easy to use."
"The stability is good."
"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."
"When we are using SAP CRM we receive more accurate results than using any other CRM system."
"It provides innovative ideas for implementation."
"The solution's contract management and product hierarchy features of SAP CRM are the most beneficial for our business operations."
"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."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"I would like to see a little bit more color in the solution."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"Technical support is not the best. It could be much, much better and offer better support to users."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"SAP must provide a demo system for the customers."
"SAP CRM could improve by making the solution more current, it is out of date. There are no more updates for SAP CRM."
"In terms of stability, there are some latency issues."
"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."
"The product's pricing could be better."
"The product is very expensive."
"The solution is slow."
"There is a lot of missing data and data latency issues between the different modules of SAP CRM, which creates a lot of problems."
Freshdesk is ranked 1st in Customer Experience Management with 27 reviews while SAP CRM is ranked 4th in CRM with 38 reviews. Freshdesk is rated 8.4, while SAP CRM is rated 7.6. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". 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". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas SAP CRM is most compared with Microsoft Dynamics CRM, Salesforce Sales Cloud, Siebel CRM, Oracle CRM and Zoho CRM.
We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
