What users are saying about
110 Ratings
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Top Rated
238 Ratings
110 Ratings
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Score 7.1 out of 100

TOPdesk

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Top Rated
238 Ratings
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Score 7.2 out of 100

Likelihood to Recommend

SAP CRM

First try to understand the requirement and then you can build anything in SAP CRM with standard / non standard functionality. Whenever standard functionality cannot meet thebusiness needs, functional requirements are written by the business users and given to the APAP engineer to customize the product appropriately.
Anonymous | TrustRadius Reviewer

TOPdesk

TOPdesk is well suited to any information technology department or organization that operates on a ticket based system. The tracking and management of workloads is excellent, and in fact, the system is appropriate for any organization that track work based on tickets.
Any appointment based system can be modeled inside TOPdesk using the appointment planning board, allowing managers to see the planned appointments of employees.
Jason Barker | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

SAP CRM
7.3
TOPdesk
Customer data management / contact management
SAP CRM
7.8
TOPdesk
Workflow management
SAP CRM
7.2
TOPdesk
Territory management
SAP CRM
6.5
TOPdesk
Opportunity management
SAP CRM
7.1
TOPdesk
Integration with email client (e.g., Outlook or Gmail)
SAP CRM
7.2
TOPdesk
Contract management
SAP CRM
8.0
TOPdesk
Quote & order management
SAP CRM
7.6
TOPdesk
Interaction tracking
SAP CRM
7.3
TOPdesk
Channel / partner relationship management
SAP CRM
6.7
TOPdesk

Customer Service & Support

SAP CRM
6.6
TOPdesk
Case management
SAP CRM
7.2
TOPdesk
Call center management
SAP CRM
6.3
TOPdesk
Help desk management
SAP CRM
6.4
TOPdesk

Marketing Automation

SAP CRM
6.8
TOPdesk
Lead management
SAP CRM
6.5
TOPdesk
Email marketing
SAP CRM
7.1
TOPdesk

CRM Project Management

SAP CRM
7.8
TOPdesk
Task management
SAP CRM
8.1
TOPdesk
Billing and invoicing management
SAP CRM
7.5
TOPdesk
Reporting
SAP CRM
7.6
TOPdesk

CRM Reporting & Analytics

SAP CRM
7.9
TOPdesk
Forecasting
SAP CRM
7.9
TOPdesk
Pipeline visualization
SAP CRM
7.6
TOPdesk
Customizable reports
SAP CRM
8.2
TOPdesk

Customization

SAP CRM
7.5
TOPdesk
Custom fields
SAP CRM
8.0
TOPdesk
Custom objects
SAP CRM
8.0
TOPdesk
Scripting environment
SAP CRM
7.2
TOPdesk
API for custom integration
SAP CRM
6.7
TOPdesk

Security

SAP CRM
8.5
TOPdesk
Single sign-on capability
SAP CRM
8.4
TOPdesk
Role-based user permissions
SAP CRM
8.5
TOPdesk

Social CRM

SAP CRM
6.5
TOPdesk
Social data
SAP CRM
6.6
TOPdesk
Social engagement
SAP CRM
6.4
TOPdesk

Integrations with 3rd-party Software

SAP CRM
6.5
TOPdesk
Marketing automation
SAP CRM
6.4
TOPdesk
Compensation management
SAP CRM
6.5
TOPdesk

Platform

SAP CRM
7.2
TOPdesk
Mobile access
SAP CRM
7.2
TOPdesk

Incident and problem management

SAP CRM
TOPdesk
8.0
Organize and prioritize service tickets
SAP CRM
TOPdesk
8.5
Expert directory
SAP CRM
TOPdesk
7.3
Service restoration
SAP CRM
TOPdesk
7.7
Self-service tools
SAP CRM
TOPdesk
8.9
Subscription-based notifications
SAP CRM
TOPdesk
8.2
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
7.1
Asset management dashboard
SAP CRM
TOPdesk
7.7
Policy and contract enforcement
SAP CRM
TOPdesk
7.5

Change management

SAP CRM
TOPdesk
7.7
Change requests repository
SAP CRM
TOPdesk
7.8
Change calendar
SAP CRM
TOPdesk
6.9
Service-level management
SAP CRM
TOPdesk
8.3

Pros

SAP CRM

  • 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.
Tom Leddy | TrustRadius Reviewer

TOPdesk

  • 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.
Adrie Bergwerff | TrustRadius Reviewer

Cons

SAP CRM

  • 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
Pradeep Bele | TrustRadius Reviewer

TOPdesk

  • 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
Ian Short | TrustRadius Reviewer

Likelihood to Renew

SAP CRM

SAP CRM 9.0
Based on 4 answers
SAP's CRM is a very fast and effective tool. The ability to track things (credits, items, ect.) through CRM is vastly improved over the systems that I have used in the past. It is an incredble system, when it comes to pulling data that has been input back out. You can also run reports on anything in the system. This ability allows you the opportunity to print off reports and show them to customers so that they have a clear understanding of what you have been doing for them. In turn, this increases your value to your customers.
Aaron Norris | TrustRadius Reviewer

TOPdesk

TOPdesk 8.1
Based on 28 answers
TOPdesk is an integral and vital element of our IT support strategy. It provides excellent functionality and value for money. It is in use across multiple locations around the world, and we are actively looking for new ways to utilize it further.
Jim Scott | TrustRadius Reviewer

Usability

SAP CRM

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 6.9
Based on 8 answers
I haven't used other ticketing systems so I can't compare it to another else. There are some good and bad features but that would be the same with all ticket systems.
Randy MacFarland | TrustRadius Reviewer

Support Rating

SAP CRM

SAP CRM 7.3
Based on 1 answer
Typically, requests do get resolved. Sometimes it does take a bit of explaining the issues but then SAP accepts then and provides a fix
Sebastian Jungels | TrustRadius Reviewer

TOPdesk

TOPdesk 9.1
Based on 98 answers
Pre-sales support was decent, but the onboarding was not so helpful. This was due mainly to the fact that it was delivered in the form of a series of information-heavy tutorials that were too overwhelming too early on. I also found the online documentation somewhat lacking, as it was often written for a different version of TOPdesk than the one I was using.The support site is pretty good, and makes it very easy to report and get updates on problems (they utilize their own engine to drive the site). The one drawback I ran into was tickets being closed with the assumption that the recommended resolution was one I was familiar with, requiring no in-depth explanations or background info. This meant re-opening many tickets in order to get clarification on an answer, or to ask a follow-up question.
Bob Gruett | TrustRadius Reviewer

Implementation Rating

SAP CRM

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 6.0
Based on 5 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

I entered after the decision was made to implement TOPdesk and do not know if and which other products were considered. To my opinion, there are more products like TOPdesk to be taken into consideration when looking for an incident management / facility management etc. Some have more focus on the facility part, others on incident management (or only have incident management features). One should look well into the current and possible future needs of the organization, and the look and feel of the application, plus the capacity of providing good internal administration, in order to make the right decision. Choosing TOPdesk is not a bad decision in most cases!
Marije Snuverink | 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 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.
Jeff Walters | 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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