SAP CRM -> How it increases Agent's Productivity
Anonymous | TrustRadius Reviewer
Updated July 25, 2019

SAP CRM -> How it increases Agent's Productivity

Score 6 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with SAP CRM

SAP CRM need to develop in Cloud....
  • I have used SAP CRM for many projects including marketing campaigns, equipment leasing, customer service (Interaction Center). Sales service marketing, e-commerrce, Interaction Center (call center), CRM mobile solution.
  • The Interaction Center is particularly powerful in providing a 360 degree view of the customer with a few clicks to call center agents with which customer service, customer retention and productivity increases.
  • With SAP CRM you can integrate with new products like SAP Syclo for mobility integration. One example of how we use this is the is using the audit manager to track how equipment is moving from one customer site to another. This way service engineers know where the equipment is. When a repair on equipment needs to be made, a service order is sent to mobile device, the engineer services the equipments and sends notification back over his mobile that the work has been completed. This is then integrated directly into the CRM back-end.
  • 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.
  • Better customer service: Interaction Center offers a 360 view of a customer. Previously, agents had to go to multiple places to get data. For example, customer data, invoices, delivery information were all located in different places With the new web UI from version 5.2 onwards, all this data is under the account overview so when a customer calls everything is in one place which greatly improves productivity. Call Interaction Records, shows all previous interactions with the customer from previous agents.
  • Great Marketing capabilities: Post service surveys, email marketing campaigns to different customer segments. This is all very easy to do and very fast.
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.

SAP CRM Feature Ratings

Customer data management / contact management
6
Workflow management
8
Territory management
Not Rated
Opportunity management
7
Integration with email client (e.g., Outlook or Gmail)
7
Contract management
7
Quote & order management
7
Interaction tracking
7
Channel / partner relationship management
Not Rated
Case management
6
Call center management
7
Help desk management
7
Lead management
7
Email marketing
Not Rated
Task management
Not Rated
Billing and invoicing management
Not Rated
Reporting
Not Rated
Forecasting
Not Rated
Pipeline visualization
Not Rated
Customizable reports
Not Rated
Custom fields
Not Rated
Custom objects
Not Rated
Scripting environment
Not Rated
API for custom integration
Not Rated
Role-based user permissions
Not Rated
Single sign-on capability
Not Rated
Social data
Not Rated
Social engagement
Not Rated
Marketing automation
Not Rated
Compensation management
Not Rated
Mobile access
Not Rated

Using SAP CRM

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.

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