Why SAP CRM is better when it works with others
Sarah Geist | TrustRadius Reviewer
January 28, 2015

Why SAP CRM is better when it works with others

Score 4 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • SAP CRM Marketing
  • SAP CRM Analysis
  • SAP BIOD

Overall Satisfaction with SAP CRM

SAP CRM is being used company wide. It is used for management of parts, cataloging instrument sales and customer purchase history information, Contact and user information, finance/budgetary information etc.
It allowed us to house all of the information of different platforms of SAP CRM, which made it an applicable tool company wide.
  • I think that the idea of SAP CRM is brilliant, a way to house and store data so that your company can really get a handle of data mining which theoretically would allow you to plan and be more proactive vs reactive.
  • Once you get the hang of the screens it is easy to understand how to accomplish what you're trying to input into SAP CRM.
  • The system is really set up to help you try and capture the most relevant information to your business.
  • As I said the idea of SAP CRM is brilliant but from my experience (and it could be the way my company chose to implement it) the use of so many different platforms that don't actually talk to one another is a ridiculous way to implement any data capturing tool. We had to export from two different systems of SAP CRM and then load it into a BIOD just to get the information to talk to each other and make any sense. And even then the project itself was a long and exhausting process because trying to figure out the language it speaks in the Order Entry system vs. the Customer Inquiry system isn't the same and you have to force it to mesh the data together.
  • The screens are cumbersome and not user friendly. There are so many different ways you need to input information to get to the screen that you actually want you need a manual for literally everything you have to do because it takes that many steps.
  • I think SAP CRM would benefit from focus groups for their North American business partners. Not everyone does business the same but North America has big business's that would greatly benefit from this type of system if it were easier to understand and implement on a day to day basis.
  • Once we moved SAP CRM to a SalesForce automation we definitely saw an improvement of lead conversion. The sales force was better able to understand the inquiries coming down their pipeline and know which leads were valuable and which leads were simply gathering data.
  • Once we moved to add on's of SAP CRM we were able to increase productivity by over 80% using an automatic import functionality vs manual data entry.
  • Once we imported everything into a SAP CRM BIOD our reporting capabilities were not only more efficient at understanding campaign structure and ROI but it was more user friendly and there for more efficient for employees to gather campaign data and build strategically off successful campaigns.
  • Salesforce.com,Business Objects SRC
I used these as more integration tools for SAP CRM so we could make sense of the data in SAP CRM. They were great tools that allowed us to present information to end users that was not only easy to understand it was also easy for them to navigate through which allowed for a better ROI and overall increase in productivity daily.
I think I would focus solely on implementation. Make sure you have a solid understanding company wide on how you would like to implement this system and what you would use it for. Take the time, even if it takes months to do the work and have a solid plan on how your company would like to use the system now, and ten to twenty years from now. If you do the hard grunt work up front then it should help the implementation and use of the product be a success in your company.

SAP CRM Feature Ratings

Customer data management / contact management
6
Workflow management
5
Territory management
6
Opportunity management
6
Integration with email client (e.g., Outlook or Gmail)
Not Rated
Contract management
6
Quote & order management
6
Interaction tracking
4
Channel / partner relationship management
4
Case management
Not Rated
Call center management
Not Rated
Help desk management
Not Rated
Lead management
6
Email marketing
6
Task management
6
Billing and invoicing management
5
Forecasting
5
Pipeline visualization
6
Customizable reports
4
Custom fields
Not Rated
Custom objects
Not Rated
Scripting environment
Not Rated
API for custom integration
Not Rated
Single sign-on capability
7
Social data
6
Social engagement
6
Marketing automation
5
Compensation management
Not Rated
Mobile access
Not Rated