Provides a good insight into your customers interaction history
Updated March 20, 2015
Provides a good insight into your customers interaction history

Score 4 out of 10
Vetted Review
Verified User
Software Version
SAP CRM (legacy editions)
Modules Used
- SAP CRM Sales
- SAP CRM Interaction Center
Overall Satisfaction with SAP Sales Cloud
We use SAP CRM 7 mainly by our customer service / call center groups. Our customer service team is mailny in our corporate office but our warehouses throughout US and Canada use it to log calls with customers. We use it to log customer interactions and any "tasks" that need to be followed up on. We also use it for setting appointments in our inside sales group. Some of our Strategic Sales team members have used it to create and track sales leads. The product helps our employees have a good picture of the interactions of our customers with us.
Pros
- Able to see many details about your customer including locations, contact people and their phone and emails
- Able to see customer interaction history such as all calls into call center and warehouses, interaction with inside sales reps, view return history, complaint history, order history.
- Able to set appointments for calling customer back.
- Able to create tasks for other departments to follow up on with regard to taking care of customer needs
Cons
- SAP CRM could be easier to customize. Our users are always wanting something other than what is standard and you have to have an ABAP team to help. The user has no customzation ability.
- CRM Sales does not have a good way to secure other sales people from seeing your sales pipeline
- Not enough support sites for SAP CRM 7. Hard to get answers to technical issues
- Relies on replicating data from SAP ECC so that you have two versions of your customer information. Would like to see SAP ECC as the data source for customers and CRM could have additional data for interactions, sales leads, opportunities, etc.
- Positive ROI includes better customer service. Able to route and resolve issues and requests more quickly than just sending emails around.
- Positive ROI for increased employee efficiency because they have one place to look and see customer history and interactions
Used salesforce.com very briefly so can't fairly compare
SAP Sales Cloud Feature Ratings
Using SAP Sales Cloud
50 - Customer Service, Account Administration, Warehouse Offices, Inside Sales
Comments
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