SAP Crystal Reports Customer Service and Support
Alain Vanhaeght
IT Project leader at a construction company with 10,001+ employees
We have hired consultants because the direct support was not good. The solution's technical support's response time and quality must be improved. The solution's technical support should also improve its front end because it's very complex to ask a question and escalate it.
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MohammadShafiullah
MANAGER - IT SYSTEMS at Fabtech
We haven't really contacted the support team of SAP. For some functional stuff, we coordinated with an SAP partner.
AB
reviewer2256327
Software Development Head at a retailer with 11-50 employees
You can find technical support through SAP's online communities but not directly from SAP.
Buyer's Guide
SAP Crystals
March 2024
Learn what your peers think about SAP Crystal Reports. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
768,740 professionals have used our research since 2012.
it_user448413
Senior Application Analyst at a healthcare company with 1,001-5,000 employees
Customer Service:
Customer service was great I had a couple questions and they walked me thru it quick and easy.
Technical Support:The two times I have called support for the product have been very pleasant. The technical support person was very friendly, knowledgeable and knew how to fix my issue immediately. The second time I called I was on hold for about 17-20 minutes but again the person on the other end was very cordial and knew exactly how to fix my issue.
View full review »it_user185778
IT Specialist - Crystal Reports / SQL Server at a construction company with 10,001+ employees
Customer Service:
Excellent. The sales reps and the technical support folks have been very supportive and have always responded promptly.
Technical Support:Excellent. We have only had two issues that we went to technical support with but they were very thorough and worked through the issues with us.
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Patryk Golabek
CTO at Translucent Computing Inc
We have an enterprise license, so we are eligible for technical support. When we have gotten feedback for a client, it has taken time. The other problem is that because it's a closed system, they don't fix bugs right away. Just because an incident is reported and logged, doesn't mean that it will be fixed anytime soon. This means that in the interim, you have to find a workaround for the problem.
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Syed Fahad Anwar
Principal System Developer at HHRC
Customer Service:
Customer service is good, and responses come within an acceptable time.
Technical Support:Technical support is good, and responses come within an acceptable time.
View full review »it_user581817
Founder & CEO at a tech services company with 51-200 employees
I never use it because those folks don't even know as much about it as I do. However, if I encounter a bug, I will go to the SAP SDN to check it out or to report it.
View full review »it_user435318
Database Administrator/Application Manager at a financial services firm with 501-1,000 employees
I have never contacted tech support for help.
View full review »DS
Dell Stinnett-Christy
Senior Manager at a tech company with 1,001-5,000 employees
For companies that just have SAP Crystal Reports without one of the SAP server products that come with annual maintenance, about 3/10. Since SAP purchased the product, they have not spent much time focusing on companies that just own Crystal Reports, choosing to focus instead on the large companies that are running other, larger SAP products. However, there is a very good online community available at http://scn.sap.com/community/crystal-reports. There are several SAP support folks who answer questions there along with several other folks (like me) who are experts in the software. This is the “go-to” place for support and we’ll try to answer questions so that users can avoid having to pay to open a case with SAP.
View full review »it_user269151
Business Integration Manager at a financial services firm with 1,001-5,000 employees
Customer Service:
We've had very good customer support.
Technical Support:Technical support has been very good.
View full review »it_user432762
Senior Business Intelligence Tools Administrator at a healthcare company with 10,001+ employees
Customer support is spotty at best, and when they do get involved it has to be according to the support person's schedule. They contact you and if you are busy, it is hard for them to understand that as a customer you would like pre-notification and the ability to set some time aside.
View full review »it_user167046
Manager - Healh IT Systems, HIPAA and Compliance - Meaningful Use Analyst at a healthcare company with 501-1,000 employees
In my experience, technical support is good, although I haven't really had to call in for many issues.
View full review »it_user5802
BI Expert at a healthcare company with 1,001-5,000 employees
Customer Service: Customer Service from SAP is good. Not stellar and not horrendously bad. I give them 6.5 out of 10.Technical Support: Depending on who you get. Some of their Technical support people are super great, others seem pretty novice about their product.
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it_user456375
IT Senior Programmer Analyst at a transportation company with 1,001-5,000 employees
We have not used any support from SAP that I am aware of.
View full review »it_user448305
Programmer / Reports Designer at a printing company with 1,001-5,000 employees
I haven’t used the customer service or technical support options other than searching for documentation on syntax. Searching for help on syntax has been successful. There is a lot of information on the internet for Crystal Reports.
View full review »it_user432603
Town Clerk's Office: General IT, Crystal Reports, Laserfiche Admin, Granicus Admin at a local government with 501-1,000 employees
I've never needed to use it as I am able to find the answers on Google.
View full review »it_user449409
Corporate Trainer/Consultant at a tech consulting company with 51-200 employees
Their support is top notch, although you may have to pay for it.
View full review »it_user434991
Manager Data Sciences at a tech company with 5,001-10,000 employees
For installing, upgrading and billing issues, support is great. But for “how do you do this” type of questions, Ken Hamady on LinkedIn is wonderful.
View full review »it_user446937
Manager, Development at a computer software company with 1,001-5,000 employees
7/10
View full review »it_user161895
Database Expert at a financial services firm with 51-200 employees
As I mentioned above, the support is very, very good, especially so when working directly with the service reps. The website is a little cluttered and difficult to navigate, but I’ve found a lot of help through sites such as ITCentralStation.com and other online communities.
View full review »it_user448422
Senior Developer at a retailer with 1,001-5,000 employees
6/10
View full review »JC
reviewer1397571
Senior MIS Project Manager at a tech services company with 5,001-10,000 employees
In my division, we have not contacted technical support, but it's possible that some of the other divisions have.
My guess is that the support is good.
View full review »GE
GB432
Manager of Architecture/Design at a government with 501-1,000 employees
In my experience, the level of technical support is not good. They are, however, able to resolve issues in a timely fashion.
View full review »it_user140493
Developer at a government with 1,001-5,000 employees
For the most part, technical support is responsive and helpful. However, the majority of technical support is in another country which can cause problems scheduling a contact time and can hamper verbal communication.
View full review »it_user163092
Senior Reporting Consultant at a tech services company with 51-200 employees
Customer Service:
You try not to contact SAP, just Google search for answers to your problems.
Technical Support:You try not to contact SAP, just Google search for answers to your problems.
View full review »it_user446715
Consultant Commercial & ShipConnect / VRS at a computer software company with 501-1,000 employees
I wasn't aware of there being any.
View full review »it_user628023
Microsoft Nokia Service Manager at a comms service provider with 501-1,000 employees
Customer Service:
I would give customer service a rating of 4.5/5.
Technical Support:Technical support is good. I would give technical support a rating of 4.5/5.
View full review »it_user431850
Director at a tech consulting company with 51-200 employees
I've never needed to use customer service/technical support.
View full review »it_user142782
Data Analytics and Integration at a wellness & fitness company with 501-1,000 employees
Customer Service:
I've never had to contact customer service.
Technical Support:I've never had the need to use technical support.
View full review »it_user448395
Sr BOBJ/HANA Consultant at a manufacturing company with 501-1,000 employees
It's good.
View full review »it_user448683
Senior Programmer - DB Mgt & Crystal Reports at a computer software company with 51-200 employees
Terrible, if it wasn’t for the Google community there would not be any support at all.
View full review »Buyer's Guide
SAP Crystals
March 2024
Learn what your peers think about SAP Crystal Reports. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
768,740 professionals have used our research since 2012.
Buyer's Guide
Download our free SAP Crystal Reports Report and get advice and tips from experienced pros
sharing their opinions.
Updated: March 2024
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