We performed a comparison between 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."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."
"The product's initial setup phase was straightforward."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"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."
"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."
"The interface is quite user-friendly."
"We use Salesforce Service Cloud for lead management and opportunity management."
"When we are using SAP CRM we receive more accurate results than using any other CRM system."
"The initial setup of SAP CRM was simple."
"The most valuable feature for me is the flexibility to consolidate the products."
"The platform is highly scalable."
"SAP CRM is very fast, providing accurate information and good results."
"The most important factor for recommending SAP CRM is its integration with the core SAP platform. Globally, most enterprises are using SAP as an ERP platform to manage their key business functions. SAP CRM has out-of-the-box integration with the core SAP platform. You can integrate your pre-sales and post-sales into the single platform on the SAP CRM very easily, and you can extend that CRM to your customers who can actually see what is happening to their orders—such as whether it is dispatched or not dispatched or at what stage it is—simply by logging onto the CRM platform."
"It provides innovative ideas for implementation."
"We like that this solution has made our whole accounting function paperless."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"Salesforce Service Cloud's report functionality could be improved."
"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."
"There is room for improvement in pricing."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The documentation could be improved."
"The main concern for me revolves around the speed of certain integrations."
"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."
"In terms of stability, there are some latency issues."
"The solution needs more flexible customization, tender request, and they need to think about some of the localization aspects."
"The integration of SAP CRM with the SAP platform is relatively easier as compared to any other third-party product. If you go for any other third-party product, you will have a lot of challenges in terms of integration."
"The solution is slow."
"There is no scope for integration because SAP does not allow any personal integration."
"When features do get added, we would like the product to notify us in a timely way."
"The interface could be improved."
Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 39 reviews while SAP CRM is ranked 4th in CRM with 38 reviews. Salesforce Service Cloud is rated 8.6, while SAP CRM is rated 7.6. The top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". 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". Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI, whereas SAP CRM is most compared with Microsoft Dynamics CRM, Salesforce Sales Cloud, Siebel CRM, Oracle CRM and Zoho CRM.
We monitor all CRM Customer Engagement Centers 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.
