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

Provides a good insight into your customers interaction history

Anonymous | TrustRadius Reviewer
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.
  • 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
  • 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
It is very good for creating and tracking customer interactions. Need to ask: Will you have a big enough support staff to provide functional support as well as middle-ware support? The replication between ECC and CRM is complicated and requires a lot of attention to keep them in sync. After the implementation team leaves will you have enough staff to keep the system up?

SAP Sales Cloud Feature Ratings

4.3
Customer data management / contact management
3
Workflow management
2
Territory management
2
Opportunity management
3
Integration with email client (e.g., Outlook or Gmail)
5
Contract management
5
Interaction tracking
9
Channel / partner relationship management
5
5.0
Call center management
5
4.0
Lead management
4
CRM Project Management ()
Not Rated
3.5
Pipeline visualization
4
Customizable reports
3
5.8
Custom fields
5
Custom objects
6
Scripting environment
6
API for custom integration
6
9.0
Single sign-on capability
9
Social CRM ()
Not Rated
Integrations with 3rd-party Software ()
Not Rated
2.0
Mobile access
2

Using SAP Sales Cloud

50 - Customer Service, Account Administration, Warehouse Offices, Inside Sales