Likelihood to Recommend
NICE is well suited to measure the performance and overall fulfillment of individual employees in call centers/employees whose primary KPIs can be measured over phone interactions. It also does a good job of forecasting future potential as well as delineating individual metrics from team metrics. I haven't used it in situations outside of what I previously mentioned, but it seems like it works best with phone-tied metrics since NICE primarily focuses on this industry. That being said, I can see it being able to adapt to measure any type of Performance Metrics.
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I have used Sap sales cloud in both large scale enterprise as well as small business. In large scale org we had multiple teams, products and geographies hence its customization option make it adaptable to complex sales operations. In small scale org we had a straight business process and limited budget hence we found SAP sales cloud as a overkill compared to simple CRM solution. From my experience if anyone has a mon complex sales process and where the sale process is shorter such as B2C sales then SAP sales cloud extensive feature is not worth we can use simple CRM based solution in complex scenarios and B2B sales its value for money
Read full review Pros Love the seamless integration with SAP Business Systems. Different skill settings are great for measuring specific data points for individual employees and teams. Has the ability to calculate otherwise timely measurements such as call length and sales forecasts. Read full review This is very useful for users who do not want to open 3 4 links for each app related to CRM. I like the automated authorization system which has also simplified authorization management and supports multi-tenant cloud deployments among cloud service providers. It is more efficient than the "old-fashioned" method of paper contracts, printing, signing and writing to PDF. Read full review Cons The UI is a little outdated making it not super user-friendly-especially for employees who only use it every once in a while. Dashboards and data are a little slow compared to other PM systems I've used. Expansion into more CRM integrations would be nice. Read full review Allow more visibility of the fulfillment sales processes: delivery, invoice, billing... There are restrictions on Org. Structure talking about sales offices. They should work just like in the ERP Maybe allow simple logic programming routines to control fields behaviour (they are trying on V2) 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
In short, SAP CRM is a complete service that will help improve marketing strategy and productivity. It covers various topics, from big data analytics to resource management and housing sales data. SAP CRM has a long list of features and can do them all.
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.
Read full review Support Rating
SAP's customer service is quick and efficient, with a response time of fewer than some minutes. In either case, you'll get instant help from the vendor or online forums. In addition, the vendor provides excellent global support for this tool. Like
, SugarCRM, etc., it's probably fine as a standalone CRM option.
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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
When it comes to this specific situation (cell centers) NICE definitely has an ADP beat. The analytics, scheduling, and forecasts are extremely well-tailored for this situation. ADP has a more comprehensive solution in my opinion - I feel their UI and mobile app are also more user-friendly. But in terms of performance management functionality, NICE has a more robust system and is able to create additional metrics if we need them When I used ADP there were no custom options available.
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SAP Sales Cloud and
Sales Cloud have basically achieved feature parity. The decision comes down to your corporate vendor strategy as well as your integration strategy and UI preference. Back in 2017, we had chosen SAP Sales Cloud due to its native integration with SAP ERP. Back then, it was difficult to find best practice integration solutions between
and SAP ERP. Now that
has acquired middleware vendor Mulesoft, things may be looking different on that front.
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 Reduced the amount of time spending on analytics and forecasting methods. Takes less time and hassle transitioning to the Cloud. Outdated look and feel have made the learning curve/time-to-value longer than expected. Saved a ton of time and ensured first time scheduling accuracy. Read full review A positive impact would be the fact that because we are only service managers for a customer we are not charged for additional user licenses. A negative impact on ROI is that it is too easy for customers to create duplicate SAP Ariba accounts when trying to add new users. (at one point there was an order submitted to the incorrect account and then had a delay in processing. To re-affirm my previous points it took us quite a while to get the accounts sorted out because of the lack of support expertise, and had MANY customer support calls before we figured out on our own that the duplicate account had been created (for an employee who was on maternity leave) and that that's where the new order went. THEN we still had to do additional account support calls to link the existing account to the new. Read full review ScreenShots