Likelihood to Recommend
Any work environment where more than one team member is able to address certain customer requests. We used to use Groups, but then it was confusing as to whether or not someone responded, and we needed more transparency between team members. Another example is a person emailing with a billing question. We used to reply and add the billing department's email address or forward the email to billing, but with Hiver, simply assigning it to the billing HIVER Inbox allows anyone to reply directly to the customer without the issue of either the customer or team member remembering to reply all or accidentally replying only to the team member forwarding the email.
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It Instantly accesses the actual analytical data. What I like the most is the great possibility to manage the marketing expenditure or all the marketing tasks under the tool. Everything works particularly well because the front end is always very clearly structured and you always have a glimpse. However, complexity can be reduced in upcoming versions.
Read full review Pros It's easy to set up, and manage ongoing. The customer service and support is amazing- I get check ins, quick responses to enquiries and extras from time to time. It knows what it's doing- it's here to take the issue of gmail not being the best when it comes to shared inboxes and it has provided the perfect solution! Read full review The platform makes it easy to monitor progress and generate and view reports, which helps us better understand the data we've gathered. Case management from beginning to end is excellent, and the mobile application is incredible but somewhat limited in functionality, although it is well worth using. Intuitive and easy to use, it is possible to manage multiple emails and establish a pattern for automated responses. Read full review Cons There is currently no way to create a support ticket unless related to an email already received. It would be extremely beneficial to be able to take a call and create a support ticket within HIVER based on the call in the same manner that we can create a ticket from an inbound email. Read full review Their customer support is very difficult to reach out to - there needs to be a better option to chat with customer support than to constantly be transferred to different departments. The help pages could be more informational and user friendly. Read full review Likelihood to Renew
I know what SAP CRM can do in the future. We are very happy with the product and think it is a great choice for both SAP ERP users and even those who do not use other SAP products. We have both Salesforce and SAP CRM, and we feel that Salesforce is a good product for a few years, but SAP CRM is a more fully-featured product and is a better choice for complex organizations capable of running installed software of this complexity. It is often just a question of budget.
Read full review Usability
Easy to use
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Using SAP CRM can help boost productivity, efficiency, and marketing strategy. Improvements are needed to make the architecture more user-friendly. Training is required, which is never easy when a new employee joins. It's not just for a single domain but for multiple threads that run simultaneously in companies.
Read full review Reliability and Availability
Product was mostly available. A couple accessibility issues did exist when sending API calls, and there was either no response, or a delayed response.
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Support is there, can be slow at times.
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I never asked for support from SAP people and it was just our internal colleagues who were trained for this. Not sure if there is an option for them to help us in case of day-to-day issues we might face. I wish they had a better UI which would need lesser support.
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Training was mostly completed over a couple conference calls, and reading the API documentation. Our developers were able to implement quickly after reading the documentation.
Read full review Implementation Rating
The API documentation is good. Development team was able to implement in under two weeks, and normally we were told it was a 12-14 week process.
Read full review Alternatives Considered
Hiver was the only option we looked at. There didn't appear to be many alternatives in the market
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The main reason we decided to change the service is that the one we had previously had flaws in some of its functionalities such as sending email marketing and that is why we decided to make a change and adopt a new service to eliminate any persistent problems. Before acquiring "SAP CRM", we first evaluated all its functionalities and it seemed like a very good alternative since it has everything we need to address various job roles within our company.
Read full review Scalability
The platform is simple to use in many departments, and performance can be monitored effectively. The majority of channels have been digitalized, which has boosted output and enhanced consumer experiences. The majority of applications from different departments have been integrated with the ERP system, which has improved teamwork and standardized processes. Sales representatives may go deeper and give potential customers the most helpful information by monitoring performance.
Read full review Return on Investment Hiver has increased the efficiency by which we address emailed questions and concerns. Hiver increases transparency between team members. Information pertinent to one or more team members is searchable by all applicable team members making it easier to research a situation that otherwise could have been stored in details across separate member email histories. Read full review Fast user adoption due to easy of use web based user interface compared to traditional SAP transaction codes. Streamlining of business processing due to consolidation of functionality within SAP Sales Cloud screens. Lower cost of integration to SAP ERP ECC or S/4HANA using prebuilt seamless connectors. Read full review