What users are saying about
137 Ratings
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Top Rated
269 Ratings
137 Ratings
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Score 8.5 out of 100

TOPdesk

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Top Rated
269 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

SAP CRM

A perfect scenario to use [SAP] CRM tool would be with the intention of improving efficiency, speed, and creativity when selling products and services through marketing or improving the response time to customer concerns and providing quick solutions to their problems.
Magly Jhonson | TrustRadius Reviewer

TOPdesk

If you work with the standard ITIL processes, TOPdesk meets everything.
If you want to configure and organize everything yourself, TOPdesk does not meet your wishes.
Easy to link to third party applications.
Linking TOPdesk environment of customers and / or suppliers (Collaboration Center).
See also my use case how we use TOPdesk.
Timo Snijders | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

SAP CRM
8.5
TOPdesk
Customer data management / contact management
SAP CRM
8.8
TOPdesk
Workflow management
SAP CRM
9.0
TOPdesk
Territory management
SAP CRM
8.5
TOPdesk
Opportunity management
SAP CRM
7.6
TOPdesk
Integration with email client (e.g., Outlook or Gmail)
SAP CRM
8.5
TOPdesk
Contract management
SAP CRM
8.4
TOPdesk
Quote & order management
SAP CRM
8.6
TOPdesk
Interaction tracking
SAP CRM
8.6
TOPdesk
Channel / partner relationship management
SAP CRM
8.5
TOPdesk

Customer Service & Support

SAP CRM
8.0
TOPdesk
Case management
SAP CRM
8.4
TOPdesk
Call center management
SAP CRM
7.5
TOPdesk
Help desk management
SAP CRM
8.0
TOPdesk

Marketing Automation

SAP CRM
8.3
TOPdesk
Lead management
SAP CRM
8.5
TOPdesk
Email marketing
SAP CRM
8.1
TOPdesk

CRM Project Management

SAP CRM
8.5
TOPdesk
Task management
SAP CRM
8.1
TOPdesk
Billing and invoicing management
SAP CRM
8.5
TOPdesk
Reporting
SAP CRM
8.8
TOPdesk

CRM Reporting & Analytics

SAP CRM
8.6
TOPdesk
Forecasting
SAP CRM
8.4
TOPdesk
Pipeline visualization
SAP CRM
8.5
TOPdesk
Customizable reports
SAP CRM
8.8
TOPdesk

Customization

SAP CRM
7.9
TOPdesk
Custom fields
SAP CRM
8.2
TOPdesk
Custom objects
SAP CRM
8.3
TOPdesk
Scripting environment
SAP CRM
7.5
TOPdesk
API for custom integration
SAP CRM
7.6
TOPdesk

Security

SAP CRM
8.7
TOPdesk
Single sign-on capability
SAP CRM
8.8
TOPdesk
Role-based user permissions
SAP CRM
8.6
TOPdesk

Social CRM

SAP CRM
8.5
TOPdesk
Social data
SAP CRM
8.2
TOPdesk
Social engagement
SAP CRM
8.7
TOPdesk

Integrations with 3rd-party Software

SAP CRM
8.2
TOPdesk
Marketing automation
SAP CRM
8.6
TOPdesk
Compensation management
SAP CRM
7.8
TOPdesk

Platform

SAP CRM
7.5
TOPdesk
Mobile access
SAP CRM
7.5
TOPdesk

Incident and problem management

SAP CRM
TOPdesk
7.6
Organize and prioritize service tickets
SAP CRM
TOPdesk
8.5
Expert directory
SAP CRM
TOPdesk
6.6
Service restoration
SAP CRM
TOPdesk
7.6
Self-service tools
SAP CRM
TOPdesk
8.0
Subscription-based notifications
SAP CRM
TOPdesk
7.7
ITSM collaboration and documentation
SAP CRM
TOPdesk
7.9
ITSM reports and dashboards
SAP CRM
TOPdesk
7.3

ITSM asset management

SAP CRM
TOPdesk
7.5
Configuration mangement
SAP CRM
TOPdesk
7.7
Asset management dashboard
SAP CRM
TOPdesk
7.0
Policy and contract enforcement
SAP CRM
TOPdesk
7.9

Change management

SAP CRM
TOPdesk
7.4
Change requests repository
SAP CRM
TOPdesk
7.7
Change calendar
SAP CRM
TOPdesk
6.9
Service-level management
SAP CRM
TOPdesk
7.5

Pros

SAP CRM

  • 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.
Anonymous | TrustRadius Reviewer

TOPdesk

  • 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.
Rob Slinger | TrustRadius Reviewer

Cons

SAP CRM

  • 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.
Anonymous | TrustRadius Reviewer

TOPdesk

  • 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.
Bernd Fredriks | TrustRadius Reviewer

Likelihood to Renew

SAP CRM

SAP CRM 9.0
Based on 4 answers
The main reason is ease of integration with other SAP systems (ECC, BW, etc...), but also SAP CRM provides functionality that hasn't evolved as much in other competing CRM systems (mainly Trade Promotion Management and Market Resource Management). Additionally, I'm excited about the direction that SAP is headed with putting their business suite on HANA (in-memory relational database management system) and creating a better user experience with SAP Fiori.
Tom Leddy | TrustRadius Reviewer

TOPdesk

TOPdesk 8.1
Based on 35 answers
We only recently converted to the SAAS version of TOPdesk, for the simple reason that this version is more expensive than the old on-premise version that we had been using in the year before.The advantages of this SAAS version are clear though: no problems anymore with updates or servers that fail. I am convinced that we will stick with TOPdesk in years to come.
Mark Coutinho | TrustRadius Reviewer

Usability

SAP CRM

SAP CRM 8.8
Based on 6 answers
The usability experience is great and I have nothing to complain about. Given the minimum technical requirements the tool works without delays, crashes and errors. At SAP CRM we have everything at our fingertips in a single tool for our business. As developer software I have a lot of relationships with customers and suppliers and the tool collaborates a lot on my journey.
Pedro Oliveira | TrustRadius Reviewer

TOPdesk

TOPdesk 8.6
Based on 22 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 9.0
Based on 6 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 8.1
Based on 6 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 9.5
Based on 7 answers
SAP CRM's support is un-matchable. Whether it be official vendor support or support on online forums, you will find answer to any problem instantly. The vendor has a very customer centric support, and since this tool has a global footprint, you can expect a very good global support.
Anonymous | TrustRadius Reviewer

TOPdesk

TOPdesk 8.7
Based on 133 answers
TOPdesk support is TOPnotch. The support engineers and setup people we encountered during our setup phase were knowledgeable and experienced with the design and setup of the optimum TOPdesk based on our requests, and were able to help us avoid snags that we would have otherwise encountered based on our unique setup. Requests since the initial setup period have been met with quick, easy to follow instructions to resolve the issues.
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 7.7
Based on 12 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 has an edge over others when it comes to shorten the sales cycle and improve overall sales productivity. Security features of SAP CRM are astonishingly above par. Help support is excellent.
Anonymous | TrustRadius Reviewer

TOPdesk

Speaking only to our specific implementation of Heat, which admittedly we did not put much effort into improving over time, we have noticed far better usability in every respect from hands-on ticket remediation all the way through to back-end system maintenance. Implementation was a significant exercise which required a great deal of planning and evaluation of our existing processes, but in spite of this “pain”, it was necessary to move from where we were to start down the path toward where we wanted to be.
Anonymous | TrustRadius Reviewer

Scalability

SAP CRM

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 7.9
Based on 6 answers
We have not yet much experience for scalability. There are some good features to make TOPdesk more scalable, for example the value mapping as part of action sequences.
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

  • 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
Ian Short | TrustRadius Reviewer

Pricing Details

SAP CRM

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

TOPdesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Rating Summary

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