154 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.8 out of 100
Based on 154 reviews and ratings
TOPdesk
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
290 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.5 out of 100
Based on 290 reviews and ratings
Feature Set Ratings
Sales Force Automation

7.8
SAP CRM
78%

TOPdesk
Feature Set Not Supported
N/A
SAP CRM ranks higher in 9/9 features
SAP CRM ranks higher in 9/9 features
Customer data management / contact management

9.3
93%
27 Ratings

N/A
0 Ratings
Workflow management

7.6
76%
28 Ratings

N/A
0 Ratings
Territory management

7.4
74%
23 Ratings

N/A
0 Ratings
Opportunity management

8.0
80%
26 Ratings

N/A
0 Ratings
Integration with email client (e.g., Outlook or Gmail)

7.6
76%
22 Ratings

N/A
0 Ratings
Contract management

7.0
70%
25 Ratings

N/A
0 Ratings
Quote & order management

7.2
72%
24 Ratings

N/A
0 Ratings
Interaction tracking

8.4
84%
26 Ratings

N/A
0 Ratings
Channel / partner relationship management

7.4
74%
27 Ratings

N/A
0 Ratings
Customer Service & Support

8.6
SAP CRM
86%

TOPdesk
Feature Set Not Supported
N/A
SAP CRM ranks higher in 3/3 features
SAP CRM ranks higher in 3/3 features
Case management

8.7
87%
21 Ratings

N/A
0 Ratings
Call center management

8.4
84%
22 Ratings

N/A
0 Ratings
Help desk management

8.6
86%
20 Ratings

N/A
0 Ratings
Marketing Automation

8.5
SAP CRM
85%

TOPdesk
Feature Set Not Supported
N/A
SAP CRM ranks higher in 2/2 features
SAP CRM ranks higher in 2/2 features
Lead management

8.0
80%
22 Ratings

N/A
0 Ratings
Email marketing

9.0
90%
18 Ratings

N/A
0 Ratings
CRM Project Management

8.2
SAP CRM
82%

TOPdesk
Feature Set Not Supported
N/A
SAP CRM ranks higher in 3/3 features
SAP CRM ranks higher in 3/3 features
Task management

8.4
84%
20 Ratings

N/A
0 Ratings
Billing and invoicing management

7.4
74%
20 Ratings

N/A
0 Ratings
Reporting

8.7
87%
18 Ratings

N/A
0 Ratings
CRM Reporting & Analytics

8.1
SAP CRM
81%

TOPdesk
Feature Set Not Supported
N/A
SAP CRM ranks higher in 3/3 features
SAP CRM ranks higher in 3/3 features
Forecasting

8.2
82%
24 Ratings

N/A
0 Ratings
Pipeline visualization

8.4
84%
22 Ratings

N/A
0 Ratings
Customizable reports

7.8
78%
25 Ratings

N/A
0 Ratings
Customization

7.8
SAP CRM
78%

TOPdesk
Feature Set Not Supported
N/A
SAP CRM ranks higher in 4/4 features
SAP CRM ranks higher in 4/4 features
Custom fields

7.8
78%
26 Ratings

N/A
0 Ratings
Custom objects

8.0
80%
26 Ratings

N/A
0 Ratings
Scripting environment

7.8
78%
22 Ratings

N/A
0 Ratings
API for custom integration

7.8
78%
21 Ratings

N/A
0 Ratings
Security

8.7
SAP CRM
87%

TOPdesk
Feature Set Not Supported
N/A
SAP CRM ranks higher in 2/2 features
SAP CRM ranks higher in 2/2 features
Single sign-on capability

9.2
92%
26 Ratings

N/A
0 Ratings
Role-based user permissions

8.3
83%
22 Ratings

N/A
0 Ratings
Social CRM

9.0
SAP CRM
90%

TOPdesk
Feature Set Not Supported
N/A
SAP CRM ranks higher in 2/2 features
SAP CRM ranks higher in 2/2 features
Social data

9.0
90%
13 Ratings

N/A
0 Ratings
Social engagement

9.0
90%
12 Ratings

N/A
0 Ratings
Integrations with 3rd-party Software

8.3
SAP CRM
83%

TOPdesk
Feature Set Not Supported
N/A
SAP CRM ranks higher in 2/2 features
SAP CRM ranks higher in 2/2 features
Marketing automation

9.0
90%
17 Ratings

N/A
0 Ratings
Compensation management

7.7
77%
15 Ratings

N/A
0 Ratings
Platform

8.4
SAP CRM
84%

TOPdesk
Feature Set Not Supported
N/A
SAP CRM ranks higher in 1/1 features
SAP CRM ranks higher in 1/1 features
Mobile access

8.4
84%
19 Ratings

N/A
0 Ratings
Incident and problem management

SAP CRM
Feature Set Not Supported
N/A

8.1
TOPdesk
81%
TOPdesk ranks higher in 7/7 features
TOPdesk ranks higher in 7/7 features
Organize and prioritize service tickets

N/A
0 Ratings

8.8
88%
140 Ratings
Expert directory

N/A
0 Ratings

8.1
81%
89 Ratings
Service restoration

N/A
0 Ratings

8.4
84%
90 Ratings
Self-service tools

N/A
0 Ratings

8.1
81%
129 Ratings
Subscription-based notifications

N/A
0 Ratings

7.5
75%
98 Ratings
ITSM collaboration and documentation

N/A
0 Ratings

8.0
80%
107 Ratings
ITSM reports and dashboards

N/A
0 Ratings

7.9
79%
114 Ratings
ITSM asset management

SAP CRM
Feature Set Not Supported
N/A

8.3
TOPdesk
83%
TOPdesk ranks higher in 3/3 features
TOPdesk ranks higher in 3/3 features
Configuration mangement

N/A
0 Ratings

8.8
88%
109 Ratings
Asset management dashboard

N/A
0 Ratings

8.2
82%
96 Ratings
Policy and contract enforcement

N/A
0 Ratings

8.1
81%
78 Ratings
Change management

SAP CRM
Feature Set Not Supported
N/A

8.0
TOPdesk
80%
TOPdesk ranks higher in 3/3 features
TOPdesk ranks higher in 3/3 features
Change requests repository

N/A
0 Ratings

8.0
80%
108 Ratings
Change calendar

N/A
0 Ratings

7.6
76%
88 Ratings
Service-level management

N/A
0 Ratings

8.5
85%
90 Ratings
Attribute Ratings
- SAP CRM is rated higher in 2 areas: Support Rating, Online Training
- TOPdesk is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Usability
Likelihood to Recommend

8.2
SAP CRM
82%
32 Ratings

8.6
TOPdesk
86%
140 Ratings
Likelihood to Renew

9.0
SAP CRM
90%
4 Ratings

9.2
TOPdesk
92%
50 Ratings
Usability

8.0
SAP CRM
80%
4 Ratings

8.9
TOPdesk
89%
24 Ratings
Availability

SAP CRM
N/A
0 Ratings

8.8
TOPdesk
88%
9 Ratings
Performance

SAP CRM
N/A
0 Ratings

8.2
TOPdesk
82%
9 Ratings
Support Rating

9.3
SAP CRM
93%
5 Ratings

8.4
TOPdesk
84%
218 Ratings
In-Person Training

SAP CRM
N/A
0 Ratings

7.3
TOPdesk
73%
1 Rating
Online Training

7.0
SAP CRM
70%
1 Rating

6.4
TOPdesk
64%
1 Rating
Implementation Rating

SAP CRM
N/A
0 Ratings

6.9
TOPdesk
69%
17 Ratings
Product Scalability

SAP CRM
N/A
0 Ratings

8.5
TOPdesk
85%
8 Ratings
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.
Customer Relationship Management Specialist
Green Light LtdInformation Technology & Services, 51-200 employees
TOPdesk
TOPdesk is best suited for mid-size and large-size organizations where employees can use a self-service portal to quickly find answers, report incidents, book resources, or call for support. It is not appropriate for enterprises and governmental organizations where the privacy of information is a must.
CEO
Curl LabsComputer Software, 51-200 employees
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.
Mapple Ltd
App developerComputer Software, 11-50 employees
TOPdesk
- TOPdesk provides a clean and modern interface for all of its modules. Many of the modules have a similar look and feel, which makes it easy for users to utilize each one.
- Its workflow system allows administrators and developers to define what needs to occur when certain events happen. This can ensure that processes happen in the correct sequence.
- TOPdesk includes a vast API system to allow for external systems to integrate with it, and for TOPdesk to communicate with external systems.
Sr. Help Desk Technician
East Tennessee State UniversityHigher Education, 1001-5000 employees
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.
Project Management Specialist
Westinghouse Electric CompanyOil & Energy, 5001-10,000 employees
TOPdesk
- Sometimes it is clunky to assign something to a specific person, unless you know the dept. that person is in.
- If your dashboards are not configured correctly, its very hard to find work assigned to you.
- The search function is only skin deep, unable to pull information on what was said in the ticket.

Verified User
Engineer in Information Technology
Education Management Company, 201-500 employeesPricing Details
SAP CRM
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—TOPdesk
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Starting Price
—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.

Verified User
Team Lead in Information Technology
Information Technology and Services Company, 10,001+ employeesTOPdesk
TOPdesk 9.2
Based on 50 answers
We have a multi-year contract and plan on keeping the database growing with our inventory. Techs are getting used to it and seem to like the ease of use and reliability of the cloud system. We have never seen it go down before and maintenance windows have been short and easy to work around.
Network Operations Manager
Presbyterian Church (U.S.A.)Religious Institutions, 501-1000 employees
Usability
SAP CRM
SAP CRM 8.0
Based on 4 answers
When we were not introduced to Salesforce, we were somehow managing with SAP CRM which allowed us to do a few tasks like lead assignment, managing partner access, service portal etc. as we have other modules of SAP but now we think marketing/sales needs more and we need visibility of leads more than what SAP CRM allow us.
Senior Marketing Specialist
BarcoElectrical & Electronic Manufacturing, 1001-5000 employees
TOPdesk
TOPdesk 8.9
Based on 24 answers
Sometimes I think some things are hard to find. I often do not know if I have to search in Settings or in Modules. In some cases the user has to do a lot of clicks for example to link a key to a user. Something could work a little smarter.
Applicatie beheerder
FPC de Rooyse WisselHospital & Health Care, 501-1000 employees
Reliability and Availability
SAP CRM
No score
No answers yet
No answers on this topic
TOPdesk
TOPdesk 8.8
Based on 9 answers
Like I said somewhere else in this review: the helpdesk of TOPdesk is top of the bill! In the Netherlands, that is. I can not plea for the helpdesks in other countries, but I guess the TOPdesk organization will make sure the quality of the helpdesk is the same in every country.
Network System Administrator
AidsfondsNon-profit Organization Management, 51-200 employees
Performance
SAP CRM
No score
No answers yet
No answers on this topic
TOPdesk
TOPdesk 8.2
Based on 9 answers
Although being a SAAS solution, TOPdesk performs pretty fast. One can imagine that any SAAS solution is slow or has hiccups, but we have not experienced such with TOPdesk. Pages load quickly, logging in goes smoothly.We have made reports on premise in the past - that always took some time, as you might expect with such complex tasks. It seems that in the SAAS solution TOPdesk somehow has managed to make it even faster!
Network System Administrator
AidsfondsNon-profit Organization Management, 51-200 employees
Support Rating
SAP CRM
SAP CRM 9.3
Based on 5 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.
Mapple Ltd
App developerComputer Software, 11-50 employees
TOPdesk
TOPdesk 8.4
Based on 218 answers
Support can be hit or miss. Sometimes response times are great and sometimes we have to continue to follow up to get answers. It appears that if the issue is hard or time consuming we get less assistance than if it is a quick fix.

Verified User
Manager in Finance and Accounting
Education Management Company, 501-1000 employeesIn-Person Training
SAP CRM
No score
No answers yet
No answers on this topic
TOPdesk
TOPdesk 7.3
Based on 1 answer
The training was short but effective. 1 day to train key users
Informationmanagement in public health
Stichting Informatie Voorziening ZorgHospital & Health Care, 1-10 employees
Online Training
SAP CRM
SAP CRM 7.0
Based on 1 answer
No answer on this topic is available.
TOPdesk
TOPdesk 6.4
Based on 1 answer
Simple training, Just to know the basics
System Engineer
Egency B.V.Information Technology and Services, 11-50 employees
Implementation Rating
SAP CRM
No score
No answers yet
No answers on this topic
TOPdesk
TOPdesk 6.9
Based on 17 answers
SAAS implementation on our end could not be done by TOPdesk due to the fact that they do not offer it. Ask directly from the beginning for support from a SAAS specialist.
Senior Manager IT Infrastructure
NGK Spark Plug Europe GmbHAutomotive, 201-500 employees
Alternatives Considered
SAP CRM
SAP CRM is a diversified, complex tool which can be customized to the company needs on many various levels. The main reason why a company could choose SAP CRM is to ensure all their needs are met in terms of a solution that can be adjusted to the processes within the organisation

Verified User
Team Lead in Information Technology
Internet Company, 1001-5000 employeesTOPdesk
TOPdesk was picked as our new Helpdesk solution due to the Asset Management module and the ability to integrate to Active Directory. When we work with the product demo we enjoyed the way TOPdesk does its work flow. Just about any field in the system is customizable. I have found their knowledge base of the product to be well written and up-to-date.
Helpdesk Administrator
PCUSANon-profit Organization Management, 201-500 employees
Scalability
SAP CRM
No score
No answers yet
No answers on this topic
TOPdesk
TOPdesk 8.5
Based on 8 answers
In connection with invoicing the various companies and departments, we have split these up within td. This is easy to get arranged.

Verified User
Project Manager in Information Technology
Farming Company, 201-500 employeesReturn 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.

Verified User
Consultant in Information Technology
Chemicals Company, 10,001+ employeesTOPdesk
- The self-service portal has allowed us to shift left massively. Students can find the solutions themselves very often.
- It has allowed easier collaborative working between teams.
- We are more efficient as we do not have to ask the student to repeat their question and we can record everything necessary in the incident. This provides an improved student experience as well as improved staff efficiency.
Student Service Desk Manager
Anglia Ruskin UniversityHigher Education, 1001-5000 employees