Most Comprehensive CRM Solution in the Market
Anirudh Reddy | TrustRadius Reviewer
January 27, 2015

Most Comprehensive CRM Solution in the Market

Score 9 out of 10
Vetted Review
Verified User
Review Source

Software Version

SAP CRM 7.01

Modules Used

  • SAP CRM Sales
  • SAP CRM Service
  • SAP CRM Interaction Center

Overall Satisfaction with SAP CRM

[We are] using SAP CRM to mainly support the Service Process. The solution addresses the creation of service orders and its subsequent process like service confirmations, resource planning, work performed, billing etc. The solution is also used to place sales orders in the system for service parts. Interaction Center is used by the agents to initiate and support the service process.
  • Address Key Functionalities like Sales Orders, Service Orders, Service Confirmation, Billing
  • Good Integration with the ERP system, Robust Architecture
  • Supports wide range of functional capabilities and industry wide best practices scenarios.
  • Improvements can be made to the UI. Need to make it more user friendly. With new web UI lot of improvements have been made but still falls behind other CRM systems like Sales Force in Usability.
  • The Web User Interface is a little slow compared to other CRM systems
  • Improved Service Process

Most Comprehensive CRM Solution on the Market !

1. SAP CRM supports a lot of Industry wide process. So Analyze and check what percentage of your needs can be fulfilled using out of the box solutions. This is a key feature when compared to other CRM systems.

2. Do you have a established business process? SAP CRM has been built keeping in mind the best practices used across different industries. This is very helpful when you are trying to define or improve a existing business process.

3. Are you already using a SAP ERP system? If so then integration is very easy and most of your master data can be downloaded from the ERP system which saves lot of time and effort!

4. Consider the infrastructure needs for SAP CRM. Its usually a little on the higher side compared to other systems.

5. If you are looking for Analytics then keep in mind that most of the Analytics features in SAP CRM are dependent on using SAP BI

SAP CRM Feature Ratings

Customer data management / contact management
9
Workflow management
7
Territory management
10
Opportunity management
10
Integration with email client (e.g., Outlook or Gmail)
8
Contract management
10
Quote & order management
10
Interaction tracking
7
Channel / partner relationship management
8
Case management
10
Call center management
8
Help desk management
6
Lead management
8
Email marketing
6
Task management
Not Rated
Billing and invoicing management
8
Forecasting
8
Pipeline visualization
8
Customizable reports
10
Custom fields
9
Custom objects
9
Scripting environment
6
API for custom integration
6
Single sign-on capability
8
Social data
Not Rated
Social engagement
Not Rated
Marketing automation
8
Compensation management
Not Rated
Mobile access
7