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

Zendesk

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Top Rated
607 Ratings
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Score 8 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

Zendesk

Zendesk is a really good ticketing platform, but if one of your primary goals with a support solution is to better understand and connect with our customers, Zendesk may not be the best solution. The difficulty with getting historical context about the tickets that are submitted, and the lack of a customer profile to really provide real-time insight into how customers feel about their support experience or just overall sentiment about the organization, are a few of the reasons you may want to consider a more robust solution.
Carmen Johnson | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

SAP CRM
7.2
Zendesk
Customer data management / contact management
SAP CRM
7.7
Zendesk
Workflow management
SAP CRM
7.1
Zendesk
Territory management
SAP CRM
6.4
Zendesk
Opportunity management
SAP CRM
7.0
Zendesk
Integration with email client (e.g., Outlook or Gmail)
SAP CRM
7.2
Zendesk
Contract management
SAP CRM
8.0
Zendesk
Quote & order management
SAP CRM
7.6
Zendesk
Interaction tracking
SAP CRM
7.3
Zendesk
Channel / partner relationship management
SAP CRM
6.6
Zendesk

Customer Service & Support

SAP CRM
6.6
Zendesk
Case management
SAP CRM
7.1
Zendesk
Call center management
SAP CRM
6.2
Zendesk
Help desk management
SAP CRM
6.4
Zendesk

Marketing Automation

SAP CRM
6.7
Zendesk
Lead management
SAP CRM
6.4
Zendesk
Email marketing
SAP CRM
7.1
Zendesk

CRM Project Management

SAP CRM
7.7
Zendesk
Task management
SAP CRM
8.1
Zendesk
Billing and invoicing management
SAP CRM
7.5
Zendesk
Reporting
SAP CRM
7.6
Zendesk

CRM Reporting & Analytics

SAP CRM
7.8
Zendesk
Forecasting
SAP CRM
7.8
Zendesk
Pipeline visualization
SAP CRM
7.5
Zendesk
Customizable reports
SAP CRM
8.2
Zendesk

Customization

SAP CRM
7.4
Zendesk
Custom fields
SAP CRM
8.0
Zendesk
Custom objects
SAP CRM
8.0
Zendesk
Scripting environment
SAP CRM
7.2
Zendesk
API for custom integration
SAP CRM
6.7
Zendesk

Security

SAP CRM
8.4
Zendesk
Single sign-on capability
SAP CRM
8.3
Zendesk
Role-based user permissions
SAP CRM
8.5
Zendesk

Social CRM

SAP CRM
6.4
Zendesk
Social data
SAP CRM
6.5
Zendesk
Social engagement
SAP CRM
6.3
Zendesk

Integrations with 3rd-party Software

SAP CRM
6.4
Zendesk
Marketing automation
SAP CRM
6.3
Zendesk
Compensation management
SAP CRM
6.4
Zendesk

Platform

SAP CRM
7.2
Zendesk
Mobile access
SAP CRM
7.2
Zendesk

Incident and problem management

SAP CRM
Zendesk
7.9
Organize and prioritize service tickets
SAP CRM
Zendesk
8.3
Expert directory
SAP CRM
Zendesk
7.5
Subscription-based notifications
SAP CRM
Zendesk
7.1
ITSM collaboration and documentation
SAP CRM
Zendesk
7.9
Ticket creation and submission
SAP CRM
Zendesk
8.6
Ticket response
SAP CRM
Zendesk
8.3

Self Help Community

SAP CRM
Zendesk
7.5
External knowledge base
SAP CRM
Zendesk
7.6
Internal knowledge base
SAP CRM
Zendesk
7.4

Multi-Channel Help

SAP CRM
Zendesk
8.0
Customer portal
SAP CRM
Zendesk
7.4
IVR
SAP CRM
Zendesk
8.2
Social integration
SAP CRM
Zendesk
8.4
Email support
SAP CRM
Zendesk
8.1
Help Desk CRM integration
SAP CRM
Zendesk
8.1

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

Zendesk

  • Customisable ticketing engine - you can specify what fields should be filled on each ticket, if they are mandatory and customise what type of data needs to be entered. This ensures the right data is captured to assist resolve the query. It also means reports can be run from these fields.
  • Reporting and analytics - you can run reports based on the ticket data. This helps you understand what product features need to be improved or added, what new help content needs to be created, if particular macros need to be setup, efficiency of support team and more.
  • Integrations - Zendesk integrates with billing, CRM and other platforms so customer data is available in-app. This information assists the support team give the right information to the customer.
Nikhil George | 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

Zendesk

  • They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
  • We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.
Lou Gallo | 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

Zendesk

Zendesk 10.0
Based on 37 answers
It's the best day-to-day tool for customer care I have used in 16 years of working in the industry.Healthy happy teams get along well with the tool and I know that if I see it in use and being used well I can work with that team.
Forest Basford | TrustRadius Reviewer

Usability

SAP CRM

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.2
Based on 14 answers
The usability is great, but I do have to be honest and say that I still have a little trouble with the user interface sometimes. I have poor ability to differentiate between similar colors and sometimes if I am not directly in front of my screen I have trouble with the text inputs
Chase Sheaffer | TrustRadius Reviewer

Reliability and Availability

SAP CRM

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.6
Based on 13 answers
In all the time I have used it, I have only experienced "down-time" with it once, and guess what. It was during a scheduled downtime that i forgot about which was posted at least a month in advance.
Colby Wood | TrustRadius Reviewer

Performance

SAP CRM

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.0
Based on 10 answers
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Taylor Wielage | 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

Zendesk

Zendesk 6.1
Based on 26 answers
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Kevin Pearce | TrustRadius Reviewer

Online Training

SAP CRM

SAP CRM 7.0
Based on 1 answer
No answer on this topic is available.

Zendesk

Zendesk 7.9
Based on 9 answers
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Chase Sheaffer | TrustRadius Reviewer

Implementation Rating

SAP CRM

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 9.0
Based on 17 answers
If you're looking for a system that can tie all your channels together, allow you to report on just about any metric in regards to customer service, use chat, and build a knowledge base/FAQ all in one, Zendesk is it
Shane Swor | 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

Zendesk

We have used HelpSpot for several years prior to the transition to Zendesk. Our biggest gripe was the cost and limitations on what kind of communication channels could be integrated into HelpSpot. Zendesk allows us to have multiple communication channels even for the most basic users and to build on it. With a few changes to the overall system (like better social media support for attachments etc) and inbox enhancements, it can be great.
Nathan Sichilongo | 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

Zendesk

  • Zendesk can help large and small companies improve their customer service capabilities. Customer service can drive repeat sales, deflect returns, and increase customer satisfaction in measurable ways.
  • Zendesk can be more expensive than alternatives, however it is a more complete product than many alternatives, so the additional features and integration should be weighed against lower cost.
Brendan Farrar-Foley | TrustRadius Reviewer

Pricing Details

SAP CRM

General

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

SAP CRM Editions & Modules

Additional Pricing Details

Zendesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$5*

* per agent

Zendesk Editions & Modules

Edition
Support Essential$51
Zendesk Suite (Support, Guide, Chat, Talk)$891
Support Team$191
Support Professional$491
Support Enterprise$991
Support Elite$1991
Zendesk Duet (Support + Sell CRM - 40% off)$592
  1. per agent, per month
  2. per user, per month
Additional Pricing Details

Rating Summary

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