SAP CRM is the king of ticketing and incident management systems
Sam Figueroa | TrustRadius Reviewer
August 03, 2016

SAP CRM is the king of ticketing and incident management systems

Score 8 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • SAP CRM Interaction Center

Overall Satisfaction with SAP CRM

SAP CRM is being used by my organization as a way to keep tracking of incident interactions and as a ticketing system. Using CRM allows us to consolidate all our incidents and help desk tickets in one system which can access globally. It also serves as a depository for knowledge base articles.
  • Ticket incident tracking
  • Knowledgebase article retention
  • Call interaction logging
  • Lacking is the ability to send automatic notifications regarding updates to the knowledge base
  • Lacks the ability to consolidate change controls linking to incident tickets
  • Lacking in the ability to utilize the cloud for a wider spectrum of visibility.
  • SAP CRM has had a great positive impact on ROI. It has allowed us to keep one central location of all incidents and help desk tickets. Eliminated the usage for other applications
  • The downside would be that SAP CRM does not appear to support our current cloud situation. Thus not fully allowing to utilize our newly invested technology.
  • Overall, SAP CRM is very good a incident and help desk ticketing system management. It also shines as a repository for knowledge base articles which can aid users in solving problems before calling in an incident.
SAP CRM worked best in our environment because it can fully tie into our existing ERP system. The ability to cross link data from other areas of SAP is a great bonus. It really shows how solid of an application SAP CRM can be. The other CRM systems we compared SAP CRM to, did not have as much integration with other SAP modules as SAP CRM did. Salesforce also had a very confusing interface. SAP CRM overall was our best bet.
SAP CRM is well suited to take care of an enterprise organizations ticketing and incident management system. It works very well within a large enterprise environment and of course it integrates well with other SAP modules. I don't feel CRM would be well utilized in a small business environment. It really shines when the user bases exceeds 100 users.

SAP CRM Feature Ratings

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