SAP CRM Room for Improvement
Content management is one area where SAP CRM could use some work because we were seeking a CRM solution that could store BLOB data, like PDF and email data, which takes up a lot of space in the database.
Recently, we migrated to a content server, but it would be nice if CRM had built-in BLOB data management because BLOB data is a challenge we've been dealing with since last year.
View full review »When SAP CRM does the maintenance, it can take a long time, which can impact business continuity because we have to wait for the maintenance team to finish their work. Maybe if SAP could establish how you can access the tool using a cloud-based environment that would be virtualization, that would be better.
View full review »I think what needs to be improved is the solution for Brazil's organization.
View full review »Buyer's Guide
SAP CRM
March 2024
Learn what your peers think about SAP CRM. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
767,667 professionals have used our research since 2012.
Frankly speaking, for more than seven and a half years, I haven't found any area for improvement. The design is user-friendly. The interface is good. Any person needs only basic training and we can explore the features easily. That's the only requirement. The only improvement could be if the developer team could continue to make good efforts to enhance the efficiency of a salesperson.
When features do get added, we would like the product to notify us in a timely way. The faster we get the information, the more quickly we can leverage the update.
View full review »SM
Sandra Mgadhi
Internal Controls, Risk and Access Management Officer at NCBA Group
There's always room for improvement to make the system better. Maybe SAP CRM can surprise us with something new. We would love to see more new features.
View full review »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.
View full review »SD
Srini-Dhanaraj
Founder & CEO at imfine.club
The navigation must be improved. If we make a mistake, we must start all over again.
View full review »MN
Musa Ndlovu
CLO at a financial services firm with 10,001+ employees
SAP CRM solution will not be supported going forward. We are moving to the cloud and any improvements made to the current solution will not add much value to what we are doing. We will not be looking at CRM post-2027.
However, 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.
View full review »In the future, machine learning and artificial intelligence functionality need to be included. This would be an enhancement to the product.
The dashboards have to be enhanced to make them better for top-level management.
The order-to-cash process should use a lean approach.
Improving the performance would help to address value-added for the company.
I would like to see enhancements made to the security. Cyber fraud is a concern for us.
View full review »RT
reviewer2082390
Manager at a consultancy with 5,001-10,000 employees
An area of improvement could be in reducing latency.
For the next release, I would like to see the feature for better email integration. I've used Salesforce in the past. They have much better email integration.
View full review »DM
Dinakar Mutnuru
SAP Basis Consultant at Experis US, Inc.
I read somewhere that SAP has ceded space to Salesforce in this area. I have heard SAP has stopped developing SAP CRM further.
We would like to see them offer lower pricing. There are other solutions in the market that will provide effective solutions at a much lower price. CRM is costlier than its competitors.
View full review »The product is very expensive.
View full review »What I see as a challenge against our competitor is that Salesforce comes with more flexibility, for enhancement purposes, whereas the SAP CRM Cloud is more robust and rigid. It's not flexible to implement any bespoke solution.
View full review »PS
reviewer1606863
Senior Manager at a manufacturing company with 10,001+ employees
There is a lot of missing data and data latency issues between the different modules of SAP CRM, which creates a lot of problems. SAP CRM uses a patch program between the modules to send data from one system to another.
We faced two challenges with SAP CRM. One is the data latency issue, wherein data gets missed sometimes between the integration. Since it's always in a batch job, the data is not in real-time.
SAP CRM is a very old technology. Functionality-wise, it has a lot of capabilities, but the user interface and user experience are all very old-fashioned. The solution has some strong features, but the overall usage experience is something it needs to improve.
They could improve SAP CRM's UI. Customers prefer dynamic applications for insight access view. There could be some specific configurable options on the UI level to improve visibility.
View full review »SAP CRM should create a more user-friendly graphical user interface (GUI).
View full review »We would like the coding system within this solution to be more straightforward when carrying out general entry tasks.
SG
reviewer2245296
Sr. Manager, TMT Business Consulting (Focused on B2B Tech Product cos.) at a security firm with 11-50 employees
The solution is slow. The algorithmic structure for queries to get the data from one place to another is really badly written. It’s probably on every legacy system. It's really slow, and it lags. Every click takes five seconds to work. It’s one major issue.
The user interface and the flow of information are convoluted and difficult to interpret. It's not something we can figure out by ourselves. A lot of documentation, training, and workarounds have to be done for myself and my team members to understand how to use the system. CRMs are not that complicated anymore, but SAP is.
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.
View full review »The product's pricing could be better.
View full review »FR
reviewer1014294
CRM administrator at a manufacturing company with 10,001+ employees
In terms of improvements, sometimes we experience downtime and maintenance time. Additionally, we sometimes see difficulties with the quotation output. So quotation output can be improved.
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. So mostly people use it on their laptop.
As for what I would like to see in the next release, it is more or less okay. I don't have any specific suggestions to improve - but it could be more user-friendly. I think it could be more user-friendly like Microsoft Dynamics which is easier for a new user, they feel comfortable using Microsoft Dynamics. Whereas sometimes for SAP CRM users see some bugs. This will happen in the C4C, which needs to be improved, because we see many bugs and error messages, even if the inputs are okay.
The interface needs to be improved.
View full review »SAP doesn’t have a trial solution for CRM. Salesforce allows customers to try the tool online. SAP must provide a demo system for the customers. The tool must add a WhatsApp integration to the standard solution. It already provides integration with Microsoft Teams.
View full review »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.
View full review »VS
Vijay Sarathi
DGM at Bharat Electronics Limited
SAP CRM could improve by making the solution more current, it is out of date. There are no more updates for SAP CRM.
View full review »MB
MARTIN BAÑALES
Independent Consultant at Bosch&Cia
The interface could be improved because sometimes it has lots of data to enter, and possibly 50% don't use it. So the interface needs to be simple because if it manages so much information and data about the customer, you might get lost in the products.
View full review »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.
The integration is not that easy with SAP CRM. Extractions are not very easy in SAP CRM.
View full review »There is no scope for integration because SAP does not allow any personal integration.
View full review »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.
View full review »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.
Every end-user uses a smartphone nowadays. The user interface on the smartphone can be improved a bit so that you can do almost all the work from your mobile. You don't have to go to the desktop or the laptop to log in. The mobile user interface can be further improved and enriched so that you can easily manage your CRM functionalities straight from your smartphone.
View full review »RJ
reviewer896295
Service Delivery Manager at a agriculture with 10,001+ employees
Many similar solutions have come on to the market in the last few years that have a better GUI, and better connectivity to the back-end SAP system. That is where this product started fizzling out. SAP GUI is not very attractive. Secondly, it doesn't capture people who visit the site and the products which were of interest to that person. Features were never upgraded and people started losing interest in the product because there were many other attractive products available. The solution has some serious issues at this point.
RP
Raj Patnaik
Manager - Business Process Innovation at a wholesaler/distributor with 10,001+ employees
SAP CRM could improve by being easier to use and customer-friendly.
View full review »HB
Henrique Brodbeck
Owner / Consultant at Brodbeck
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.
View full review »In terms of visibility of the data, there's a very limited set that we have access to and sometimes it's very difficult and not user-friendly to analyze from front end to back end. It's the biggest challenge, even if I'm working with an organization where we've implemented SAP. They don't have proper mapping so we are more dependent on our data analysis rather than any mappings provided. Consultants and data analysis functions should be improved or included. It's sometimes difficult to navigate in terms of data. Even some technical users might see challenges with data analysis and base their findings on assumptions rather than concrete findings. I know the payment solution is currently somewhat disconnected from the current CRM and it would be a helpful feature to have an integrated payment solution.
I can't think of a feature that is lacking. For us, it has everything we need.
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.
View full review »AS
Andray Sander
Mobile Application Developer at Guru.com
They should improve the design to make it more appealing to users.
View full review »MA
reviewer1724451
SAP HCM Professional at a financial services firm with 201-500 employees
The solution needs more flexible customization, tender request, and they need to think about some of the localization aspects.
PV
reviewer1676889
Project and Service delivery Manager at a tech services company with 11-50 employees
There is still a lot to improve in SAP CRM to be able to compete with Salesforce. For the customer that has SAP ERP, implementing SAP CRM on the cloud is native and a great option. For those who do not have SAP at all, it might be a difficult choice because you can get more or less the same functionality from Salesforce with a better UI. It can be hard to decide.
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.
View full review »MH
Muralidhara H N
SAP Professional at a tech services company with 10,001+ employees
It doesn't provide as much functionality as its competitors.
View full review »Buyer's Guide
SAP CRM
March 2024
Learn what your peers think about SAP CRM. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
767,667 professionals have used our research since 2012.