SAP CRM or Salesforce, What is in it for you?
Prashanth Busa | TrustRadius Reviewer
Updated February 03, 2015

SAP CRM or Salesforce, What is in it for you?

Score 7 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • SAP CRM Sales
  • SAP CRM Marketing
  • SAP CRM Service
  • SAP CRM Interaction Center
  • SAP CRM Web Channel

Overall Satisfaction with SAP CRM

Used for automating and enabling Sales opportunity pipeline
Service Business functions like Service orders,Contract Manageament, Repairs, Dispatching of Field Engineers - has a matured solution for resource scheduling, Filing time and labor, Billing and Invoicing
  • Every Sales and Service business process. Tons of inbuilt features delivered out of box to enable these processes. Niche processes like Territory Management, Trade promotion Management, Campaign managements are delivered
  • Great CTI Integration capabilties. Call Center Integration, Phone and Email, Business Activities
  • Strong SAP ERP and Finance Integration in areas of Inventory Management, Accounting, Pricing, Master data etc.
  • UI and Ease of Use features needs a great facelift
  • Go-live and Deployment time can get very longer for a brand new implementation
  • Slow Performance. Very Annoying to the users.
  • Mobile and Reporting capabilities
  • Improve field capabilities to deliver customer service
  • Track field activities and head count planning
  • provide valuable data so that a Knowledge base can be built on how to solve future customer problems
Being in SAP ecosystem with SAP ERP and Finance already was a major driver. Now that Salesforce is such a slick mobile compatible product, would have definitely influenced our decision.

Customer service is now ever more important and demands continuous improvement to engage and collaborate. SAP CRM should be more agile and more efficient to stand out with Salesforce.
The organization's long term strategy and the maturity of the business process is a key driver in choosing this product.

SAP CRM is great fit, when:
You have matured Sales, Service and Marketing business processes and would like to streamline and get improved efficiency.
You have to implement end-end business process automation, not piecemeal.
You are already in the SAP landscape and ecosystem.
Integration with other SAP systems.









SAP CRM Feature Ratings

Customer data management / contact management
8
Workflow management
6
Territory management
7
Opportunity management
8
Integration with email client (e.g., Outlook or Gmail)
7
Contract management
10
Quote & order management
10
Interaction tracking
9
Channel / partner relationship management
8
Case management
9
Call center management
9
Help desk management
8
Lead management
8
Email marketing
7
Task management
5
Billing and invoicing management
10
Forecasting
6
Pipeline visualization
6
Customizable reports
6
Custom fields
10
Custom objects
9
Scripting environment
8
API for custom integration
8
Role-based user permissions
10
Single sign-on capability
9
Social data
4
Social engagement
4
Marketing automation
6
Compensation management
6
Mobile access
4