What users are saying about
154 Ratings
<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
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

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

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

    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.
    Aononna Tazin | TrustRadius Reviewer

    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.
    Nabin Poudel | TrustRadius Reviewer

    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

    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.
    Dustin Fawver | 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

    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.
    Anonymous | TrustRadius Reviewer

    Pricing 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.
    Anonymous | TrustRadius Reviewer

    TOPdesk

    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.
    John Glenn | TrustRadius Reviewer

    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.
    Purnima Kapoor | TrustRadius Reviewer

    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.
    Rianne Willems | TrustRadius Reviewer

    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.
    Mark Coutinho | TrustRadius Reviewer

    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!
    Mark Coutinho | TrustRadius Reviewer

    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.
    Aurpa Fiza | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    In-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
    Wil Kuijpers | TrustRadius Reviewer

    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
    Bart Wessels | TrustRadius Reviewer

    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.
    Karl Schuele | TrustRadius Reviewer

    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
    Anonymous | TrustRadius Reviewer

    TOPdesk

    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.
    Joel Townsend | TrustRadius Reviewer

    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.
    Anonymous | 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

    TOPdesk

    • 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.
    Rachel Wright | TrustRadius Reviewer

    Add comparison