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."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"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 case management feature is really valuable."
"The solution is very easy to use."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"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 solution's contract management and product hierarchy features of SAP CRM are the most beneficial for our business operations."
"I have found the sales reporting feature specifically useful as it provides reporting and visualization which helps in decision-making. I use this to understand where to improve, which in-turn, helps generate sales."
"The stability is good."
"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."
"SAP CRM integrates well with SAP ERP which is useful."
"We get very good support from SAP."
"We are using the HANA Z database for CRM, which enhances the products we are currently using by making the system more efficient. Everything is connected to CRM, so we can use the data for analytics, sales forecasting, and data modeling."
"The solution has room for improvement around decisional and real-time data analysis."
"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."
"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"The UI is lagging and needs to be improved."
"The UI should be improved."
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
"SAP must provide a demo system for the customers."
"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."
"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."
"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."
"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 needs more flexible customization, tender request, and they need to think about some of the localization aspects."
"When features do get added, we would like the product to notify us in a timely way."
"SAP CRM should create a more user-friendly graphical user interface (GUI)."
Pega CRM is ranked 17th in CRM with 7 reviews while SAP CRM is ranked 4th in CRM with 26 reviews. Pega CRM is rated 8.2, while SAP CRM is rated 7.6. The top reviewer of Pega CRM writes "Low-code platform, many tasks are configurable, eliminating the need for custom coding from scratch and offers beautiful dashboard and offers a lot of out-of-the-box configurations". On the other hand, the top reviewer of SAP CRM writes "Great task and opportunity features with a helpful dashboard". Pega CRM is most compared with Pega Robotic Process Automation, Microsoft Dynamics CRM, Genesys Cloud CX, Siebel CRM and Oracle Fusion Service, 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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