Capable but less intuitive
Vartika Prakash | TrustRadius Reviewer
February 20, 2016

Capable but less intuitive

Score 6 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • SAP CRM Sales
  • SAP CRM Web Channel
  • HTCM

Overall Satisfaction with SAP CRM

SAP CRM is being used by some of the clients of my organization which is a services consulting company. These clients have implemented SAP CRM for multiple purposes - business order to cash cycles, web ecommerce, digital marketing, service support etc.
  • Simple Order Management - Creation and seamless integration with ECC (for a business with low volume transactions).
  • One-order concept makes it very easy to learn and implement compared to other complicated SAP modules.
  • Customer specific pricing easy to handle and implement especially in WebChannel.
  • Since it is more of a front-ending tool for Business, the backend integration with SAP SD modules should be more seamless especially with the high volume of transactions.
  • Should at least support inventory management or a better integration with SD ATP or allocation check instead of only depending on SAP SD or other modules for order creation/management.
  • Product catalog replication and management is complicated and tedious, some way to make it more user-friendly would definitely be appreciated by business users who are not as tech-loving.
  • As I see from my client's engagement, better customer service indeed with the Service Module.
  • Also decent order management (simple processes) and easy to customize.
  • It still comes across as an add-on product to the existing SAP suite for a business and not as a fully independently functioning application for sales/service areas.
  • Ease of Use - SAP CRM is not as intuitive compared to Salesforce when it comes to screen flows or basic functionalities.
  • Marketing/Campaigns - SAP CRM compares better due to more capabilities and better integration with backend systems.
  • Salesforce has more generic UI and processes whereas SAP is more catered to the manufacturing or production Industry.
Overall it is a great addition to SAP's suite of applications. It was amazing when I started working on it as compared to Siebel etc. However compared to Salesforce or Hybris, I find it slightly less user-friendly and more complicated to implement the smallest of features for functional consultants. However, at the same time there are features that are well suited for large organizations and best industry practices especially catering to manufacturing firms. With improvising of the cloud offerings, it could definitely gain over the other simpler CRM ERPs.

SAP CRM Feature Ratings

Customer data management / contact management
7
Workflow management
6
Territory management
8
Opportunity management
7
Integration with email client (e.g., Outlook or Gmail)
6
Contract management
5
Quote & order management
8
Interaction tracking
7
Channel / partner relationship management
5
Case management
7
Call center management
6
Help desk management
Not Rated
Lead management
7
Email marketing
6
Task management
Not Rated
Billing and invoicing management
Not Rated
Reporting
4
Forecasting
Not Rated
Pipeline visualization
Not Rated
Customizable reports
7
Custom fields
6
Custom objects
6
Scripting environment
Not Rated
API for custom integration
7
Role-based user permissions
8
Single sign-on capability
8
Social data
Not Rated
Social engagement
Not Rated
Marketing automation
Not Rated
Compensation management
Not Rated
Mobile access
5