SAP CRM vs TOPdesk

• Amazing integration capabilities with every other application out there. There will be no need to create external bridges to connect anything with SAP CRM since, it natively supports almost every application. We use it for ERP integrations as well.
• Pull any type of reports with whatever data/format/time date range you want. This capability is also robust in SAP CRM, so it you need not spend hours creating reports manually. Reports can be pulled from the console itself.
• Inbuilt modules are capable of almost any requirement. There are additional modules available as well, which can be installed on top of SAP CRM.
• Customisability is also one of the great feature of this platform. Multiple variants can be created and saved for later use.

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• They are making good progress in developing API's for communication with other apps which is becoming more and more important. Also the development of a collaboration platform for easy connecting to other/customer (TOPdesk) systems is a positive move.
• In our company we will build a extensive API configuration to communicate with MS Dynamics and we already have several connections with customers that gives a better user experience.
• The events and actions module gives extra power to the system to overcome some limitations or automate manual actions.
• We use this option for a lot of different activities. One is for a notification when a certificate or application license is almost expired but there are a lot more applications for this function.
• Technical support department performs nicely and in a professional way.

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• SAP CRM Mobility is not successful so it is important to improve on this. Things have gotten much better since SAP acquitted Cyclo which works very well. We would like to see Cyclo expanded beyond sales management and inventory management to handle some of the other capabilities that the SAP CRM Mobility offered. However, Cyclo has brought incredible progress in this area.

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• Modeling more complicated workflows is difficult and could need the support of a consultant
• Graphical output of Topdesk is very limited. Users mainly will rely on Excel as reporting tool, except for some basic graphs that are provided in your dashboard by Topdesk itself.

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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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• We have been able to provide a more streamlined experience for staff and students when raising issues
• We have been able to replace 3 previous separate systems with TOPdesk and are looking to replace a 4th in the near future by using some of the TOPdesk features
• We have had to use quite a bit of staff time to configure and support TOPdesk which was not expected. Ideally it requires someone with dedicated time to administer which we did not take into account when implementing

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