What users are saying about
23 Ratings
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Score 7.8 out of 100
137 Ratings
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Score 8.5 out of 100

Likelihood to Recommend

Sparkcentral, by Hootsuite

This is a great tool to use to manage social media accounts especially if you have several different pages you manage like we do. It is very user friendly, and easy to train new agents on. I have no complaints. We love this tool! Thank you again Sparkcentral! You rock
Melinda Cox | TrustRadius Reviewer

SAP CRM

A perfect scenario to use [SAP] CRM tool would be with the intention of improving efficiency, speed, and creativity when selling products and services through marketing or improving the response time to customer concerns and providing quick solutions to their problems.
Magly Jhonson | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

Sparkcentral, by Hootsuite
SAP CRM
8.5
Customer data management / contact management
Sparkcentral, by Hootsuite
SAP CRM
8.8
Workflow management
Sparkcentral, by Hootsuite
SAP CRM
9.0
Territory management
Sparkcentral, by Hootsuite
SAP CRM
8.5
Opportunity management
Sparkcentral, by Hootsuite
SAP CRM
7.6
Integration with email client (e.g., Outlook or Gmail)
Sparkcentral, by Hootsuite
SAP CRM
8.5
Contract management
Sparkcentral, by Hootsuite
SAP CRM
8.4
Quote & order management
Sparkcentral, by Hootsuite
SAP CRM
8.6
Interaction tracking
Sparkcentral, by Hootsuite
SAP CRM
8.5
Channel / partner relationship management
Sparkcentral, by Hootsuite
SAP CRM
8.5

Customer Service & Support

Sparkcentral, by Hootsuite
SAP CRM
8.0
Case management
Sparkcentral, by Hootsuite
SAP CRM
8.4
Call center management
Sparkcentral, by Hootsuite
SAP CRM
7.5
Help desk management
Sparkcentral, by Hootsuite
SAP CRM
8.0

Marketing Automation

Sparkcentral, by Hootsuite
SAP CRM
8.3
Lead management
Sparkcentral, by Hootsuite
SAP CRM
8.5
Email marketing
Sparkcentral, by Hootsuite
SAP CRM
8.1

CRM Project Management

Sparkcentral, by Hootsuite
SAP CRM
8.4
Task management
Sparkcentral, by Hootsuite
SAP CRM
8.1
Billing and invoicing management
Sparkcentral, by Hootsuite
SAP CRM
8.5
Reporting
Sparkcentral, by Hootsuite
SAP CRM
8.7

CRM Reporting & Analytics

Sparkcentral, by Hootsuite
SAP CRM
8.6
Forecasting
Sparkcentral, by Hootsuite
SAP CRM
8.4
Pipeline visualization
Sparkcentral, by Hootsuite
SAP CRM
8.5
Customizable reports
Sparkcentral, by Hootsuite
SAP CRM
8.8

Customization

Sparkcentral, by Hootsuite
SAP CRM
7.9
Custom fields
Sparkcentral, by Hootsuite
SAP CRM
8.2
Custom objects
Sparkcentral, by Hootsuite
SAP CRM
8.3
Scripting environment
Sparkcentral, by Hootsuite
SAP CRM
7.5
API for custom integration
Sparkcentral, by Hootsuite
SAP CRM
7.6

Security

Sparkcentral, by Hootsuite
SAP CRM
8.7
Single sign-on capability
Sparkcentral, by Hootsuite
SAP CRM
8.8
Role-based user permissions
Sparkcentral, by Hootsuite
SAP CRM
8.6

Social CRM

Sparkcentral, by Hootsuite
SAP CRM
8.5
Social data
Sparkcentral, by Hootsuite
SAP CRM
8.2
Social engagement
Sparkcentral, by Hootsuite
SAP CRM
8.7

Integrations with 3rd-party Software

Sparkcentral, by Hootsuite
SAP CRM
8.2
Marketing automation
Sparkcentral, by Hootsuite
SAP CRM
8.6
Compensation management
Sparkcentral, by Hootsuite
SAP CRM
7.8

Platform

Sparkcentral, by Hootsuite
SAP CRM
7.5
Mobile access
Sparkcentral, by Hootsuite
SAP CRM
7.5

Pros

Sparkcentral, by Hootsuite

  • The biggest advantage of the Sparkcentral platform is its "inbox zero" philosophy. With this, our customer support requests are queued within the app, and agents need to work down the queue to keep it empty.
  • The app is designed from the ground up for customer care - instead of taking a generic social platform, and sprinkling in some customer care tools. Everything about Sparkcental is designed for helping our customers.
  • Sparkcentral allows us to do much better CRM. We can make customer notes, see recent interactions, determine who helped the customer (and when).
Anonymous | TrustRadius Reviewer

SAP CRM

  • Amazing integration capabilities with every other application out there. There will be no need to create external bridges to connect anything with SAP CRM since, it natively supports almost every application. We use it for ERP integrations as well.
  • Pull any type of reports with whatever data/format/time date range you want. This capability is also robust in SAP CRM, so it you need not spend hours creating reports manually. Reports can be pulled from the console itself.
  • Inbuilt modules are capable of almost any requirement. There are additional modules available as well, which can be installed on top of SAP CRM.
  • Customisability is also one of the great feature of this platform. Multiple variants can be created and saved for later use.
Anonymous | TrustRadius Reviewer

Cons

Sparkcentral, by Hootsuite

  • In the beginning our team had the option to see what another user was typing as they responded to a post. With the latest update, this was taken away. That feature was key for us to shadow agents remotely who are still in training to provide real time feedback.
  • Our company has a number of different brands that we manage. Having a truly unified queue would be a great addition for us!
  • The bulk resolve should allow the option to select on the posts that you wish to resolve instead of selecting a time frame for bulk resolve. Often we find that marketing posts generate more volume in the evening. However, there are sometimes posts where the customer needs assistance during that time. So, if we were to bulk resolve for a certain number of evening hours we would potentially miss a customer's concern through that option as it is currently. But, if the option was to go through and select on all marketing posts and then bulk resolve you would ensure that you are not missing a post where a customer needs assistance.
Anonymous | TrustRadius Reviewer

SAP CRM

  • SAP CRM Mobility is not successful so it is important to improve on this. Things have gotten much better since SAP acquitted Cyclo which works very well. We would like to see Cyclo expanded beyond sales management and inventory management to handle some of the other capabilities that the SAP CRM Mobility offered. However, Cyclo has brought incredible progress in this area.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Sparkcentral, by Hootsuite

Sparkcentral, by Hootsuite 8.7
Based on 4 answers
Sparkcentral has never given us a good reason to consider any other option. Aside from all the positive points I mentioned in previous areas of this review, something else that has really impressed us is their customer service (makes sense, they're a customer service company after all!). Any time we have a question or concern, we send them an email and we get a response almost instantly.
Andrew (Drew) Johnston | TrustRadius Reviewer

SAP CRM

SAP CRM 9.0
Based on 4 answers
The main reason is ease of integration with other SAP systems (ECC, BW, etc...), but also SAP CRM provides functionality that hasn't evolved as much in other competing CRM systems (mainly Trade Promotion Management and Market Resource Management). Additionally, I'm excited about the direction that SAP is headed with putting their business suite on HANA (in-memory relational database management system) and creating a better user experience with SAP Fiori.
Tom Leddy | TrustRadius Reviewer

Usability

Sparkcentral, by Hootsuite

No score
No answers yet
No answers on this topic

SAP CRM

SAP CRM 8.8
Based on 6 answers
The usability experience is great and I have nothing to complain about. Given the minimum technical requirements the tool works without delays, crashes and errors. At SAP CRM we have everything at our fingertips in a single tool for our business. As developer software I have a lot of relationships with customers and suppliers and the tool collaborates a lot on my journey.
Pedro Oliveira | TrustRadius Reviewer

Support Rating

Sparkcentral, by Hootsuite

Sparkcentral, by Hootsuite 9.0
Based on 4 answers
Sparkcentral is very concerned about its customer satifsfaction, and will go to great lengths to get issue fixed rapidly
Kim Daenen | TrustRadius Reviewer

SAP CRM

SAP CRM 9.5
Based on 7 answers
SAP CRM's support is un-matchable. Whether it be official vendor support or support on online forums, you will find answer to any problem instantly. The vendor has a very customer centric support, and since this tool has a global footprint, you can expect a very good global support.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Sparkcentral, by Hootsuite

Sparkcentral does what it has offered to do, where other software made empty promises, Sparkcentral delivers. They also inform us, anytime they are undergoing maintenance or when Twitter or Facebook has an API change, where in previous cases we would have to discover this ourselves.
Tukio Machini | TrustRadius Reviewer

SAP CRM

SAP CRM has an edge over others when it comes to shorten the sales cycle and improve overall sales productivity. Security features of SAP CRM are astonishingly above par. Help support is excellent.
Anonymous | TrustRadius Reviewer

Return on Investment

Sparkcentral, by Hootsuite

  • Positive: Clients really like the reporting features.
  • Positive: Being able to search users for our clients who may have reported a complaint [somewhere] other than on social media. Also being able to see if they've reached out to us but deleted a comment is helpful.
Renn Johnson | TrustRadius Reviewer

SAP CRM

  • Longer implementation time when client needs customization in SAP CRM based on their custom business processes. That leads to longer ROI.
  • Proper training is key step to ROI on SAP CRM.
  • Out of box solution gives quick ROI. When client is implementing process first time & adapts SAP CRM provided solution in their organization.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Sparkcentral, by Hootsuite

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Sparkcentral, by Hootsuite Editions & Modules

Edition
Starter Package$1
Omnichannel Package$$2
Enterprise Package$$$3
  1. Unlimited amount of seats, Best for starters in Messaging
  2. Unlimited amount of users, Best for growing Messaging Teams
  3. Unlimited amount of users, Best for advanced organizations
Additional Pricing Details
Starter Package $ Unlimited amount of seats Best for starters in Messaging Channels can include Facebook, Instagram, WhatsApp, Twitter, Web Chat, App Chat, SMS, Webform Access to all platform features Basic chatbot and automation options No API integrations Up to 2000 closed conversations/month Self service onboarding 24/7 support Omnichannel Package $$ Unlimited amount of users Best for growing Messaging Teams Channels can include Facebook, Instagram, WhatsApp, Twitter, Web Chat, App Chat, SMS, Webform, WeChat, Telegram, Line, ABC, RCS Access to all platform features AI based chatbot and automation options Standard API integrations Up to 5000 closed conversations/month Guided onboarding 24/7 support Enterprise Package $$$ Unlimited amount of users Best for advanced organizations Channels can include Facebook, Instagram, WhatsApp, Twitter, Web Chat, App Chat, SMS, Webform, WeChat, Telegram, Line, ABC, RCS Access to all platform features Advanced AI based chatbot and automation options Advanced API integrations Custom amount of closed conversations/month Customer Success Manager 24/7 support We calculate our price on monthly conversations. There is no extra fee for extra agents. Price on demand. (Request a Demo only, No Pricing Page available yet)

SAP CRM

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

SAP CRM Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Sparkcentral, by Hootsuite
9.9
SAP CRM
8.4

Likelihood to Renew

Sparkcentral, by Hootsuite
8.7
SAP CRM
9.0

Usability

Sparkcentral, by Hootsuite
SAP CRM
8.8

Support Rating

Sparkcentral, by Hootsuite
9.0
SAP CRM
9.5

Online Training

Sparkcentral, by Hootsuite
SAP CRM
7.0

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