SAP CRM vs TOPdesk

• If you have an SAP ERP system, you get out-of-the box data integration and can easily configure end-to-end business processes that span multiple systems.
• While the core functionality is comparable to a lot of the other systems, SAP CRM is still one of the best solutions available for companies needing functionality like Trade Promotion Management, Market Development Funds, etc...
• The system is highly customizable and can be easily configured / enhanced to work in a wide variety of scenarios.

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• Support by TOPdesk is excellent. Until now, we didn't have any issues when support was requested.
• The latest version supports ADFS/SAML authentication. In the former version, this was an add-on you should buy.
• Continues development of the product bearing in mind the user's input.

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• There is not much room for improvement, as SAP has recently launched SAP C4 HANA as the improved version of SAP CRM with added functionality.
• SAP CRM has a little room for improvement in how efficient it is for users
• SAP CRM's performance could be improved in terms of Orders to be searched in the backend, and the DB level has to be improved

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• The tools for configuring events and actions need improving, especially the tool for events which, whilst very powerful, is cumbersome to use when configuring event criteria
• The built-in form designer within TOPdesk is adequate but could do with better features to allow for more dynamic forms. It would also benefit from being able to post data to custom fields rather than just into the Action box. There is quite a step up between the built-in form designer and the custom XFG form engine which is the only other solution which TOPdesk provide
• Asset management could do with some improvements as it can be a little inflexible when needing to customize the data being held as well as build processes around it

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• 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.

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• The quickest gain that we realized was reduced cost from our previous solution in terms of service contracts and on-premise infrastructure costs.
• Additional gains are also found in standard solution management and service disruption notification. We now have a company dashboard that can inform employees about any large or small service issues.
• Improved reporting has also allowed the department to focus resources where there are greater needs and monitor costs of service.

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