I recommend SAP CRM
February 19, 2016

I recommend SAP CRM

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

SAP CRM (legacy editions)

Modules Used

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

Overall Satisfaction with SAP Sales Cloud

We use SAP CRM as a customer interaction tool. We take calls and then service tickets are created. Apart from that we use SAP CRM to create sales orders and all sales related documents.
  • It is a web based application that can easily be accessed from any where.
  • It works on a framework which is well versed and simplified.
  • Concept of BOL makes it really easy to handle the application. The database is hit only once when we are either going in or coming out of application which reduces hits on the database.
  • Performance has always been a problem with SAP CRM. As a standard application it is pretty fast but once we start customizing it becomes pretty slow.
  • It is difficult to handle once the data count increases. Things get really slow.
  • CTI integration can be cumbersome some times. Many times a call just drops off and some times it never ends.
  • Customer service has improved.
  • Users can just run a URL instead of installing SAP GUI.
  • Customizing has become really easy.
We have SAP installed and we needed an application which could interact with already existing data from SAP. SAP CRM was the best fit as it was built on the same platform.
Yes, SAP CRM sales is really efficient. Even the service module is great (with the exception of CTI). Marketing was always a good aspect of SAP CRM.

SAP Sales Cloud Feature Ratings

Customer data management / contact management
10
Workflow management
7
Territory management
Not Rated
Opportunity management
10
Integration with email client (e.g., Outlook or Gmail)
7
Contract management
10
Quote & order management
10
Interaction tracking
7
Channel / partner relationship management
10
Case management
10
Call center management
5
Help desk management
Not Rated
Lead management
9
Email marketing
7
Task management
10
Billing and invoicing management
7
Reporting
10
Forecasting
7
Pipeline visualization
Not Rated
Customizable reports
10
Custom fields
10
Custom objects
10
Scripting environment
Not Rated
API for custom integration
6
Role-based user permissions
10
Single sign-on capability
10
Not Rated
Social data
Not Rated
Social engagement
Not Rated
Marketing automation
Not Rated
Compensation management
Not Rated
Not Rated
Mobile access
Not Rated