Powerful and versatile, but not always easy to use
William Alvarez | TrustRadius Reviewer
April 04, 2017

Powerful and versatile, but not always easy to use

Score 7 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • SAP CRM Sales

Overall Satisfaction with SAP CRM

We use SAP in our company for sales, operations, purchasing and accounting. The SAP CRM portion of it we use to keep track of our sales activities and leads, and is used for quoting as well. It's used every day by salespeople, both inside and outside, sales managers and by those of us in sales support as well.
  • Integration with other functions and departments. Data can be transferred from one area to another easily.
  • It can be customized to fit the needs of the particular business.
  • Report production is useful.
  • Keeping track of customer interactions, ability to save and review detailed notes.
  • It is not terribly user friendly and the learning curve to learn how to use it can be steep.
  • The user interface could be more pleasant to look at.
  • Commands are not always clear or intuitive.
  • It has allowed us to integrate different departments into one infrastructure pretty seamlessly.
  • We can track customer interactions and link them to sales activity pretty easily, saving time and money.
  • Our salespeople can be more effective and increase sales by examining past customer activity and interactions and develop strategy based on past behavior.
I've only used proprietary or internal CRM software other than SAP in the past when working for other companies. SAP CRM is more versatile, customizable and comprehensive than those other programs. The main advantage those programs would have had over SAP CRM would be better user interfaces and easier, more intuitive commands.
SAP CRM is good for a company with heavy order fulfillment and tracking needs or one with high volumes of sales transactions. If a business has a large volume of customers, customer interactions and/or sales leads to track, SAP CRM can be very useful. SAP CRM is an especially good fit for B2B or manufacturing businesses. It is probably not as appropriate for a smaller business.

SAP CRM Feature Ratings

Customer data management / contact management
8
Workflow management
7
Territory management
7
Opportunity management
8
Quote & order management
9
Interaction tracking
8
Channel / partner relationship management
7
Case management
7
Call center management
6
Help desk management
7
Lead management
8
Task management
7
Billing and invoicing management
7
Reporting
8
Forecasting
6
Customizable reports
6
Custom fields
8
Custom objects
8
Scripting environment
6
API for custom integration
6
Role-based user permissions
9
Single sign-on capability
9
Compensation management
6
Mobile access
4