Good for a big company with SAP ERP. Not so good for small sales based companies.
August 30, 2016

Good for a big company with SAP ERP. Not so good for small sales based companies.

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Software Version

SAP CRM (legacy editions)

Modules Used

  • SAP CRM Sales
  • SAP CRM Marketing
  • SAP CRM Analysis

Overall Satisfaction with SAP Sales Cloud

It is s used by marketing, sales and the after-sales departments. We use it to get leads, and for tracking sales and cross sales. We are a team of 25 people and we want to improve our relationship with our customers. We wanted to reduce customer dissatisfaction after the purchase of our products, avoid legal issues and get more sales with the same clients.
  • SAP PLM (Product Lifecycle Management) is well designed and has many options.
  • We can implement customized business processes in our company. We integrated to our SAP ERP and other non SAP systems.
  • It supports all our customer-focused business areas (marketing, sales, service) getting a centralized tool.
  • Social CRM (SCRM) capabilities are weak, it's hard to get all our social networks centralized.
  • The have a poor User Interface. Our marketing team is mainly 25-35 people that really hate to work with SAP, so they are looking for alternatives.
  • SAP CRM is expensive, especially when we compare with many other CRM tools that are lean, easier to use and fully SaaS.
  • Negative ROI over massive sales with small prices. It's expensive when you have recursive sales with thousands of clients, like cloud services with low prices (we sell a cloud tool for $19 USD a month, and the cost to control our clients with SAP CRM takes all the margin).
  • Good ROI with big clients and on-premises recursive sales. We have corporate clients with annual payments around $20.000 USD and we can use SAP CRM for them because margins are big and it can help us to retain clients.
We selected SAP because we have SAP ERP. We have 2 branches: corporate and a small business. We like it in the corporate office, but for small business sales Pipedrive is better.
It is well suited for a large marketing team and companies that have SAP ERP. It is less appropriate for a small business. Its rigidity and lack of options is a major problem, especially for companies that want customization like ours.

SAP Sales Cloud Feature Ratings

Customer data management / contact management
8
Workflow management
3
Territory management
3
Opportunity management
9
Integration with email client (e.g., Outlook or Gmail)
6
Contract management
2
Quote & order management
6
Interaction tracking
9
Channel / partner relationship management
9
Case management
5
Call center management
9
Help desk management
9
Lead management
8
Email marketing
5
Task management
4
Billing and invoicing management
8
Reporting
3
Forecasting
8
Pipeline visualization
2
Custom fields
4
Custom objects
2
Scripting environment
7
Role-based user permissions
9
Single sign-on capability
7
Marketing automation
4
Mobile access
6