Salesforce Marketing Cloud vs. SAP Service Cloud

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Salesforce Marketing Cloud
Score 7.9 out of 10
N/A
Marketing Cloud is an AI-powered, cloud-based digital marketing platform within the Salesforce Customer 360 ecosystem. Marketers can segment their audience, deliver personalized messages, track campaign performance, engage leads and accounts, and optimize strategies based on real-time insights.
$1,250
per month per installation
SAP Service Cloud
Score 8.5 out of 10
N/A
SAP Service Cloud helps deliver customer value and protect the brand with intelligent customer service. It enables the user to engage with customers at their convenience, connect service with the value chain and deliver greater profitability.N/A
Pricing
Salesforce Marketing CloudSAP Service Cloud
Editions & Modules
Account Engagement
$1,250
per month
Engagement
$1,250
per month
Intelligence
$3,000
per month
Loyalty Management
$20,000
per month
Personalization
$100,000
per year
Data Cloud for Marketing
$108,000
per year
No answers on this topic
Offerings
Pricing Offerings
Salesforce Marketing CloudSAP Service Cloud
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Salesforce Marketing CloudSAP Service Cloud
Top Pros
Top Cons
Features
Salesforce Marketing CloudSAP Service Cloud
Email & Online Marketing
Comparison of Email & Online Marketing features of Product A and Product B
Salesforce Marketing Cloud
7.9
167 Ratings
4% above category average
SAP Service Cloud
-
Ratings
WYSIWYG email editor8.1118 Ratings00 Ratings
Dynamic content7.9149 Ratings00 Ratings
Ability to test dynamic content7.8108 Ratings00 Ratings
Landing pages7.7117 Ratings00 Ratings
A/B testing8.2147 Ratings00 Ratings
Mobile optimization7.4107 Ratings00 Ratings
Email deliverability reporting8.3128 Ratings00 Ratings
List management7.9125 Ratings00 Ratings
Triggered drip sequences8.191 Ratings00 Ratings
Lead Management
Comparison of Lead Management features of Product A and Product B
Salesforce Marketing Cloud
7.9
121 Ratings
1% above category average
SAP Service Cloud
-
Ratings
Lead nurturing automation7.9107 Ratings00 Ratings
Lead scoring and grading7.7108 Ratings00 Ratings
Data quality management7.8113 Ratings00 Ratings
Automated sales alerts and tasks8.199 Ratings00 Ratings
Campaign Management
Comparison of Campaign Management features of Product A and Product B
Salesforce Marketing Cloud
7.9
111 Ratings
5% above category average
SAP Service Cloud
-
Ratings
Calendaring8.1100 Ratings00 Ratings
Event/webinar marketing7.794 Ratings00 Ratings
Social Media Marketing
Comparison of Social Media Marketing features of Product A and Product B
Salesforce Marketing Cloud
7.4
85 Ratings
2% below category average
SAP Service Cloud
-
Ratings
Social sharing and campaigns7.880 Ratings00 Ratings
Social profile integration7.036 Ratings00 Ratings
Reporting & Analytics
Comparison of Reporting & Analytics features of Product A and Product B
Salesforce Marketing Cloud
7.9
121 Ratings
7% above category average
SAP Service Cloud
-
Ratings
Dashboards7.9115 Ratings00 Ratings
Standard reports8.1120 Ratings00 Ratings
Custom reports7.797 Ratings00 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Salesforce Marketing Cloud
7.7
121 Ratings
3% above category average
SAP Service Cloud
-
Ratings
API7.487 Ratings00 Ratings
Role-based workflow & approvals7.986 Ratings00 Ratings
Customizability7.3108 Ratings00 Ratings
Integration with Salesforce.com8.5110 Ratings00 Ratings
Integration with Microsoft Dynamics CRM8.213 Ratings00 Ratings
Integration with SugarCRM7.410 Ratings00 Ratings
Third-party software integrations7.121 Ratings00 Ratings
Best Alternatives
Salesforce Marketing CloudSAP Service Cloud
Small Businesses
Vbout
Vbout
Score 9.9 out of 10
Simplify360
Simplify360
Score 7.8 out of 10
Medium-sized Companies
PFL Direct Mail Platform
PFL Direct Mail Platform
Score 9.2 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
Enterprises
PFL Direct Mail Platform
PFL Direct Mail Platform
Score 9.2 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Salesforce Marketing CloudSAP Service Cloud
Likelihood to Recommend
7.9
(325 ratings)
8.5
(82 ratings)
Likelihood to Renew
8.4
(114 ratings)
8.2
(2 ratings)
Usability
4.5
(35 ratings)
-
(0 ratings)
Availability
10.0
(11 ratings)
-
(0 ratings)
Performance
9.6
(9 ratings)
-
(0 ratings)
Support Rating
6.7
(36 ratings)
5.5
(1 ratings)
In-Person Training
5.0
(4 ratings)
-
(0 ratings)
Online Training
8.1
(7 ratings)
-
(0 ratings)
Implementation Rating
3.0
(17 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
5.0
(1 ratings)
-
(0 ratings)
Ease of integration
7.0
(2 ratings)
8.3
(51 ratings)
Product Scalability
7.7
(34 ratings)
-
(0 ratings)
Vendor post-sale
8.0
(3 ratings)
-
(0 ratings)
Vendor pre-sale
7.0
(3 ratings)
-
(0 ratings)
User Testimonials
Salesforce Marketing CloudSAP Service Cloud
Likelihood to Recommend
Salesforce
I rated this a seven because I love Salesforce, and it is excellent on the sales side. However, the marketing side has some pros and cons. It is terrific for keeping track of lead, customer, and dealer information, but it is not easy to automate workflows, integrate other software, or create well-designed emails. It is also straightforward to generate reports, which is very helpful in keeping track of lead progression to better market those leads and turn them into customers.
Read full review
SAP
Overall, SAP Service Cloud has a core set of functionality in which it performs well. Enterprise-level structured data collection, case categorisation, and single-channel case handling are very effective, and a good volume of service cases should fit within these parameters. When moving to more customised, atypical, or even just variant processes, however, configuration and streamlining of the system can quickly become very complex, costly, and/or not possible in its present form. Additionally, a very large volume of data is required to train any ML/AI models, so new and small customers will not benefit from these enhancements.
Read full review
Pros
Salesforce
  • Filter relevant content so you can priorize those that are more relevant and resolve it first
  • Measure the traffic in the different social networks, as well as the response rate, average response time and other relevant metrics
  • Configure automation rules to order the work of those who must interact with the customer
Read full review
SAP
  • First is It is highly effective when we consider Customer Relation Engagement.
  • Good User Interface by which anyone can get used to it quickly.
  • It is providing infinite opportunity of integration with other SAP solutions.
  • Affordable Solutions with effective features.
  • It has prebuilt charts which helps us to define customer journey with ease of efforts.
Read full review
Cons
Salesforce
  • The email builder does not offer any way to catch/check bugs across different email service providers
  • Creating SQL is not as easy as drag-and-drop; a lot of technical knowledge is required
  • Salesforce Marketing Cloud is sold as a marketing tool, but to be honest, you need a LOT of technical IT support to run the tool
  • Einstein metrics are across the board; if you have multiple audiences in one instance of Salesforce Marketing Cloud you can't segment the data.
Read full review
SAP
  • While SAP Service Cloud offers a wealth of features, its interface can sometimes feel overwhelming. For newcomers, especially those not tech-savvy, a more intuitive or simplified layout would be beneficial.
  • While it allows for some level of personalization, making deep customizations can be challenging. Given the unique requirements of our client's customer service, having more flexibility in tailoring the tool to our exact needs would be nice.
  • While SAP Service Cloud integrates well within the SAP ecosystem, it can sometimes be less smooth when linking up with non-SAP third-party tools. Enhancing these integrations would streamline our operations, especially when using other software tools alongside it.
Read full review
Likelihood to Renew
Salesforce
As of right now we have not seen any other program that integrates as seamlessly into our Salesforce platform. We have barely scratched the surface of all the features and use cases. It would be irresponsible to make a move to another platform in the near future. We have not come up against any limitations that would prompt a need to switch
Read full review
SAP
Now all our critical processes are streamlined & would like to explore the new feature to have user friendly experiences
Read full review
Usability
Salesforce
You won't find another solution that has as many features as Salesforce Marketing Cloud Interaction Studio. We all know Salesforce, we all know how big they are and it's not for nothing... Their tools do most of the things you want, need and even imagine. Using it is complicated, but the usability is infinite.
Read full review
SAP
No answers on this topic
Reliability and Availability
Salesforce
Upgrades and timing of the upgrades were communicated well and planned during off hours for our work. If we did have a campaign scheduled during that time, it would kick-off after the system was back active. There were a few unplanned system down times, but it was a rare occurrence and those times were also short in duration.
Read full review
SAP
No answers on this topic
Performance
Salesforce
Though the make up of MA apps is not built this way today, it would be nice to see them become more real-time. The integration between Salesforce and Pardot is not a true real-time integration. If I modify something in Salesforce, those changes are not automatically reflected in Pardot immediately. There is a delay of about 15 minutes before the systems sync. This delay, although not long, is less than ideal We would love the systems to be integrated real time such that changes are propagated from one system to the other immediately.
Read full review
SAP
No answers on this topic
Support Rating
Salesforce
They are really responsive and more than not solve the problem or give you insight to how you can manage the solution yourself. I do find however sometimes a long delay on the more complex issues when they need to loop in other departments. but overall a good experience with support
Read full review
SAP
I have found that sometimes issues reported to the SAP takes more time also they lack system support with respect to the priority . Also we don't see RCA for the issues raised. Also turn around time for the issues is not fixed as the support is global sometimes the issues float here and there.
Read full review
In-Person Training
Salesforce
The trainers at the Pardot user conference (Elevate and Connections) were very knowledgeable and presented the material well. Again, the content was targeted to more of a new user audience, and was not really relevant for folks who had been using the product for 2+ years.
Read full review
SAP
No answers on this topic
Online Training
Salesforce
Pardot's online training touches on all topics briefly and vaguely without much indepth exploration into how a final outcome could look, such as Nurturing Campaigns, Email templates, landing page templates, etc... The only true way to uncover Pardot's full capabilities is to have Front End design and coding experience. Without this key skill set, I would not recommend Pardot to another business.
Read full review
SAP
No answers on this topic
Implementation Rating
Salesforce
From an IT perspective, once you set up the Javascript beacon and start collecting data there is a waiting game. During this time you can start labeling your site actions which can be labor intensive for a single person, but you don't really have the final end-users on the platform yet. We did a lot of training so users were experienced, but it wasn't until they had their first tasks to accomplish that they started using the system and had questions. I'd recommend setting up some immediate goals for an end-user to start segmenting for the purpose of displaying message campaigns so you can jump start end-user action.
Read full review
SAP
No answers on this topic
Alternatives Considered
Salesforce
I think that all of the marketing platforms I have evaluated and used in the past serve different markets and purposes. Salesforce Marketing Cloud was more palatable to our team because of our existing tech stack where we had Salesforce CRM already deployed and in use. Compared to Marketo and Hubspot, Salesforce Marketing Cloud is a bit dated in terms of the UI/UX and the overall experience but still meets the needs of our organization. Mailchimp, however, isn't even playing in the same arena and is meant for small organizations and companies that don't have a need for a full fledged offering that SFMC brings to the table.
Read full review
SAP
AI features are behind what Microsoft offers in its Dynamics 365 Customer Service, but as we already had other SAP products, the integration was easier with SAP Service Cloud. Implementation time was a key aspect of our project.
Read full review
Contract Terms and Pricing Model
Salesforce
was not involved with this part but i have not heard about clompaints
Read full review
SAP
No answers on this topic
Scalability
Salesforce
Prior to this, we had no solution and literally were doing things on paper in a world where technology is outpacing paper. Having this process optimized has made it easier for the sales and marketing people to change information. From the training perspective, it has allowed us to see holes in where we could create additional support training, so the ROI here has been a lot more than just the optimization of a process.
Read full review
SAP
No answers on this topic
Return on Investment
Salesforce
  • Salesforce Marketing Cloud allows us to more efficiently reach out to a higher number of prospects.
  • Salesforce Marketing Cloud allows us to nimbly communicate important messages in a timely fashion to facilitate conversion.
  • Salesforce Marketing Cloud allows us to track who is opening our messages so that we can stop sending to those not interested and focus on the most engaged audiences.
Read full review
SAP
  • can help speed up issue resolution, reducing the time customers spend waiting for solutions
  • AI insights help predict the customer profile, satisfaction, and possible options for service resolutions
  • One stop for all historical customer service requests and data and useful to calculate who are high CLTV customers
Read full review
ScreenShots

Salesforce Marketing Cloud Screenshots

Screenshot of Pardot Analytics - Pardot's reporting and analytics can be used to perform true revenue impact analysis and closed-loop reporting.Screenshot of Pardot Email Analytics - The reach and impact of  email marketing efforts are displayed in real-time with advanced reporting and analytics by device, and email client.Screenshot of Pardot Forms and Landing Pages - Pardot's form and landing page builders are used to turn online traffic to leads with targeted offers and content marketing.Screenshot of Pardot Email Marketing - Lead nurturing flows are defined via an interface that enables definition of the simplest or most complex segmented and targeted campaigns.

SAP Service Cloud Screenshots

Screenshot of Screenshot of Screenshot of