What users are saying about
147 Ratings
12 Ratings
147 Ratings
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Score 8.5 out of 100
12 Ratings
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Score 7.1 out of 100

Likelihood to Recommend

SAP CRM

SAP CRM is a well-designed platform for small to medium-sized businesses that want to manage their customer-centric operations through a single pane of glass. Changes can be made quickly and easily for different scenarios. Many features allow flexibility and scalability, making it ideal for large industries with significant capital and customer bases. Data automation helps maintain a healthy relationship with customers.
Aononna Tazin | TrustRadius Reviewer

ServiceMax

Small deployments, where you have some specific need for ServiceMax and absolutely need offline capabilities, and are willing to deal with the problems. Otherwise, you may be better off looking at the built-in Work Orders and field service module that Salesforce is now providing. Their app is direct competition for ServiceMax and integrates much better with cases and knowledge articles.
Hans Hong | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

SAP CRM
8.7
ServiceMax
Customer data management / contact management
SAP CRM
9.0
ServiceMax
Workflow management
SAP CRM
9.1
ServiceMax
Territory management
SAP CRM
8.5
ServiceMax
Opportunity management
SAP CRM
8.3
ServiceMax
Integration with email client (e.g., Outlook or Gmail)
SAP CRM
8.8
ServiceMax
Contract management
SAP CRM
8.6
ServiceMax
Quote & order management
SAP CRM
8.7
ServiceMax
Interaction tracking
SAP CRM
8.8
ServiceMax
Channel / partner relationship management
SAP CRM
8.6
ServiceMax

Customer Service & Support

SAP CRM
8.4
ServiceMax
Case management
SAP CRM
8.7
ServiceMax
Call center management
SAP CRM
8.3
ServiceMax
Help desk management
SAP CRM
8.3
ServiceMax

Marketing Automation

SAP CRM
8.4
ServiceMax
Lead management
SAP CRM
8.4
ServiceMax
Email marketing
SAP CRM
8.4
ServiceMax

CRM Project Management

SAP CRM
8.5
ServiceMax
Task management
SAP CRM
8.1
ServiceMax
Billing and invoicing management
SAP CRM
8.8
ServiceMax
Reporting
SAP CRM
8.7
ServiceMax

CRM Reporting & Analytics

SAP CRM
8.8
ServiceMax
Forecasting
SAP CRM
8.8
ServiceMax
Pipeline visualization
SAP CRM
8.7
ServiceMax
Customizable reports
SAP CRM
8.7
ServiceMax

Customization

SAP CRM
8.3
ServiceMax
Custom fields
SAP CRM
8.4
ServiceMax
Custom objects
SAP CRM
8.7
ServiceMax
Scripting environment
SAP CRM
8.2
ServiceMax
API for custom integration
SAP CRM
8.0
ServiceMax

Security

SAP CRM
8.8
ServiceMax
Single sign-on capability
SAP CRM
8.9
ServiceMax
Role-based user permissions
SAP CRM
8.6
ServiceMax

Social CRM

SAP CRM
8.8
ServiceMax
Social data
SAP CRM
8.6
ServiceMax
Social engagement
SAP CRM
8.9
ServiceMax

Integrations with 3rd-party Software

SAP CRM
8.5
ServiceMax
Marketing automation
SAP CRM
8.7
ServiceMax
Compensation management
SAP CRM
8.3
ServiceMax

Platform

SAP CRM
8.2
ServiceMax
Mobile access
SAP CRM
8.2
ServiceMax

Pros

SAP CRM

  • Our customers benefit from SAP CRM's 360-degree views and case management capabilities.
  • As a middleware business tool, case reporting is excellent, and it works well with WM systems to communicate with various departments.
  • It is an excellent tool for tracking customer relationships across multiple channels, and it's easy to use.
Aurpa Fiza | TrustRadius Reviewer

ServiceMax

  • As it's built on Salesforce, the reporting tools are fairly robust
  • The service flow managers can be setup to easily lead technicians to entering data in the right place
Anonymous | TrustRadius Reviewer

Cons

SAP CRM

  • One of the things I don't like about "SAP CRM" is that there are no alerts or notifications which could warn when something happens within the platform.
  • It does not have integration with any type of social network.
  • The robust and unintuitive appearance makes it a bit complicated to use all its functionalities.
Magly Jhonson | TrustRadius Reviewer

ServiceMax

  • Dispatch console seems slow and the data is more of a pull than a push into the database.
  • It seems to be a Ferrari and takes a lot of labor hours to configure.
  • Still does not integrate with Apple's products very well.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

SAP CRM

SAP CRM 9.0
Based on 4 answers
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.
Anonymous | TrustRadius Reviewer

ServiceMax

No score
No answers yet
No answers on this topic

Usability

SAP CRM

SAP CRM 8.7
Based on 6 answers
SAP CRM's usability involve tons and tons of use cases. It is not just for one domain, but multiple threads which run in parallel in companies. Ranging from big data analytics to resource management and housing sales data. SAP CRM is capable of all of these and even more. Therefore, it has a huge list of usabilities.
Anonymous | TrustRadius Reviewer

ServiceMax

No score
No answers yet
No answers on this topic

Support Rating

SAP CRM

SAP CRM 9.3
Based on 7 answers
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 Salesforce, SugarCRM, etc., it's probably fine as a standalone CRM option.
Aurpa Fiza | TrustRadius Reviewer

ServiceMax

ServiceMax 8.0
Based on 2 answers
Engaged account management. Support is based worldwide but handoffs have not been too painful.
Anonymous | TrustRadius Reviewer

Alternatives Considered

SAP CRM

SAP CRM is easy to use crm tools with excellent support. Lots of customization is available and increased ROI. High security and easy data analysis and display on dashboards. Builds healthy relation with customers, both pre sales and post sales. Huge variety of patches available depending on industry.
Anonymous | TrustRadius Reviewer

ServiceMax

ServiceMax has an offline capability, and also integrates with our Salesforce side of business. At the time, Salesforce did not have a field service application so we could not consider it, but if we could now, we would probably go with that instead. ServiceMax is also expensive. But at the time, ServiceMax was the only offering out there that integrated with Salesforce, had mobile offline capability, and could operate at the scale we needed.
Hans Hong | TrustRadius Reviewer

Return on Investment

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

ServiceMax

  • ROI for ServiceMax is mostly dependent on how in depth the organization wants the software. Our ROI is expected within the second year of operation due to the complexity of integration and the initial training requirements for in-house programmers.
  • Inventory control ROI is expected within year three or four due to the number of technicians and creating the foundation of information to import into ServiceMax. Expectations are the front end programming will be complete and our programmers will be better acquainted with the modules and architecture to make the inventory integration smoother than the initial integration.
  • Our organization has been working with ServiceMax for ten months and beginning to incorporate the financials to the work orders. This process has not been as seamless as once projected and the root causes are under investigation. It appears the original fields available to track time between employees were not in depth nor segregated sufficiently for granularity.
Anonymous | TrustRadius Reviewer

Pricing Details

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

ServiceMax

General

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

ServiceMax Editions & Modules

Edition
Subscription$100.001
  1. per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

SAP CRM
8.5
ServiceMax
6.0

Likelihood to Renew

SAP CRM
9.0
ServiceMax

Usability

SAP CRM
8.7
ServiceMax

Support Rating

SAP CRM
9.3
ServiceMax
8.0

Online Training

SAP CRM
7.0
ServiceMax

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