SAP CRM vs TOPdesk | TrustRadius

What users are saying about

Learn More

Score 8.8 out of 10

Based on 154 reviews and ratings

Score 8.5 out of 10

Based on 290 reviews and ratings

Learn More

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

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

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

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

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

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

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

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

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

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

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

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

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

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

SAP CRM

82%

32 Ratings

8.6

TOPdesk

86%

140 Ratings

SAP CRM

90%

4 Ratings

9.2

TOPdesk

92%

50 Ratings

SAP CRM

80%

4 Ratings

8.9

TOPdesk

89%

24 Ratings

SAP CRM

N/A

0 Ratings

8.8

TOPdesk

88%

9 Ratings

SAP CRM

N/A

0 Ratings

8.2

TOPdesk

82%

9 Ratings

SAP CRM

93%

5 Ratings

8.4

TOPdesk

84%

218 Ratings

SAP CRM

N/A

0 Ratings

7.3

TOPdesk

73%

1 Rating

SAP CRM

70%

1 Rating

6.4

TOPdesk

64%

1 Rating

SAP CRM

N/A

0 Ratings

6.9

TOPdesk

69%

17 Ratings

SAP CRM

N/A

0 Ratings

8.5

TOPdesk

85%

8 Ratings

Pros

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.

Read full review

Aurpa Fiza

Mapple Ltd

App developerComputer Software, 11-50 employees

View all 32 answers on this topic

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.

Read full review

Dustin Fawver

Sr. Help Desk Technician

East Tennessee State UniversityHigher Education, 1001-5000 employees

View all 140 answers on this topic

Cons

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.

Read full review

Magly Jhonson

Project Management Specialist

Westinghouse Electric CompanyOil & Energy, 5001-10,000 employees

View all 32 answers on this topic

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.

Read full review

Verified User

Engineer in Information Technology

Education Management Company, 201-500 employees

View all 140 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

—

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 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.

Read full review

Verified User

Team Lead in Information Technology

Information Technology and Services Company, 10,001+ employees

View all 4 answers on this topic

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.

Read full review

John Glenn

Network Operations Manager

Presbyterian Church (U.S.A.)Religious Institutions, 501-1000 employees

View all 50 answers on this topic

Usability

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.

Read full review

Purnima Kapoor

Senior Marketing Specialist

BarcoElectrical & Electronic Manufacturing, 1001-5000 employees

View all 4 answers on this topic

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.

Read full review

Rianne Willems

Applicatie beheerder

FPC de Rooyse WisselHospital & Health Care, 501-1000 employees

View all 24 answers on this topic

Reliability and Availability

No score

No answers yet

No answers on this topic

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.

Read full review

Mark Coutinho

Network System Administrator

AidsfondsNon-profit Organization Management, 51-200 employees

View all 9 answers on this topic

Performance

No score

No answers yet

No answers on this topic

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!

Read full review

Mark Coutinho

Network System Administrator

AidsfondsNon-profit Organization Management, 51-200 employees

View all 9 answers on this topic

Support Rating

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.

Read full review

Aurpa Fiza

Mapple Ltd

App developerComputer Software, 11-50 employees

View all 5 answers on this topic

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.

Read full review

Verified User

Manager in Finance and Accounting

Education Management Company, 501-1000 employees

View all 218 answers on this topic

In-Person Training

No score

No answers yet

No answers on this topic

TOPdesk 7.3

Based on 1 answer

The training was short but effective. 1 day to train key users

Read full review

Wil Kuijpers

Informationmanagement in public health

Stichting Informatie Voorziening ZorgHospital & Health Care, 1-10 employees

View all 1 answers on this topic

Online Training

SAP CRM 7.0

Based on 1 answer

No answer on this topic is available.

TOPdesk 6.4

Based on 1 answer

Simple training, Just to know the basics

Read full review

Bart Wessels

System Engineer

Egency B.V.Information Technology and Services, 11-50 employees

View all 1 answers on this topic

Implementation Rating

No score

No answers yet

No answers on this topic

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.

Read full review

Karl Schuele

Senior Manager IT Infrastructure

NGK Spark Plug Europe GmbHAutomotive, 201-500 employees

View all 17 answers on this topic

Alternatives Considered

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

Read full review

Verified User

Team Lead in Information Technology

Internet Company, 1001-5000 employees

View all 32 answers on this topic

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.

Read full review

Joel Townsend

Helpdesk Administrator

PCUSANon-profit Organization Management, 201-500 employees

View all 140 answers on this topic

Scalability

No score

No answers yet

No answers on this topic

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.

Read full review

Verified User

Project Manager in Information Technology

Farming Company, 201-500 employees

View all 8 answers on this topic

Return on Investment

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.

Read full review

Verified User

Consultant in Information Technology

Chemicals Company, 10,001+ employees

View all 32 answers on this topic

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.

Read full review

Rachel Wright

Student Service Desk Manager

Anglia Ruskin UniversityHigher Education, 1001-5000 employees

View all 140 answers on this topic