SAP CRM at a glance
Sebastian Jungels | TrustRadius Reviewer
February 01, 2015

SAP CRM at a glance

Score 5 out of 10
Vetted Review
Review Source

Modules Used

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

Overall Satisfaction with SAP CRM

We are a consulting firm specializing in SAP CRM and other products. We use it internally as a playground, training and demo system. We are about to use SAP C4C internally for our sales team.
  • SAP CRM is extremely flexible and the tool of choice for complex business requirements that need a high level of customization
  • It integrates very well with SAP ECC, SAP BW and / or SAP CCtr (and other SAP products) natively which makes it a great application for customer engagement processes in the area of Sales, Service and Marketing
  • It is very robust and has a lot of features that can be utilized
  • Compared to modern CRM applications, SAP CRM lacks an intuitive and easy to use user interface. This is one of the commeon reasons for poor user adoption
  • It does not provide strong reporting or mobile capabilities like Cloud-based applications typically do. Additional hard- and / or software is typically required
  • Administering a CRM OnPremise application requires highly skilled IT staff. Configuration and customization processes are quite heavy and not as easy as compared to Cloud-based products
  • Improvement on business processes by a leaner It support and leas manual overhead
  • Structured data to be able to report on and therefore make business-critical decisions
  • Improvement of the customer service experience by offering a 360 degree view to eg contact center agents
  • Hollistic view of customer and material master data
  • Ability to integrate eith other SAP, non-SAP or legacy systems
  • Modern user interface compared to legacy environments
It all depends on
- business requirements and complexity
- time-to-deploy
- available IT budget and personnell

Typically, these days there are a lot of considerations as to why a SaaS based CRM makes more sense. Implementation costs for CRM OnPrem are very high and durations from project kick-off to GoLive are long.

SAP CRM Feature Ratings

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

SAP CRM Support

Typically, requests do get resolved. Sometimes it does take a bit of explaining the issues but then SAP accepts then and provides a fix
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Need to explain problems multiple times
Yes - Yes, in 75% of the times
I had to enhance a web UI component and extended a method. In the method I was not able to access an attribute of the super class as it was declared as private. I raised an OSS ticket and SAP provided a fix the very next day which was critical because we needed it last minute to fix a golive crucial defect.