CRM Sales, Best for companies with SAP ERP
Anonymous | TrustRadius Reviewer
May 15, 2018

CRM Sales, Best for companies with SAP ERP

Score 5 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • SAP CRM Sales

Overall Satisfaction with SAP CRM

SAP CRM Sales was being used by my previous organization by one department. Mainly a customer complaint department to improve customer service.

We implemented automated internal complaint creation to address problems, even before customer raises issues. That gave the organization a head start to resolving those issues as well as in the long-term improve services provided to customers with a high satisfaction rate.
  • Easy integration with other SAP modules. We integrated SAP CRM with SAP SD. Business users were pleased about that.
  • In the SAP CRM sales part, quotes/orders/returns processing is easy to use once business users have proper training. Also, SAP CRM IC (interaction center) handles communication through all channels very efficiently.
  • Easy to use CRM custom pricing in the sales area. Received positive reviews from business users when comparing with ERP.
  • Web-UI customization based on individual user's need.
  • SAP IC, call logging & Business partner/Contact management
  • Web-UI slow performance for certain scenarios/transactions. Especially, we experienced that with high volume of data. Hope this gets boost with HANA database.
  • High price to buy/implement SAP CRM when compared with other CRM products
  • Lacks in integration with SAP APO
  • Due to longer learning curve to use software & lack of proper training can easily lead to negative in end user community
  • Longer implementation time when client needs customization in SAP CRM based on their custom business processes. That leads to longer ROI.
  • Proper training is key step to ROI on SAP CRM.
  • Out of box solution gives quick ROI. When client is implementing process first time & adapts SAP CRM provided solution in their organization.
We selected SAP CRM because of [having an] existing system in SAP ERP. Integration of SAP CRM with ECC was easy & it does not make sense for any customer when they have to move a solution outside of SAP. Also, as we wanted to implement CRM Sales, that had positive reviews on pre-sales and sales process activities.
  • SAP CRM Sales - well suited for customer quotes, pricing, complaint creation etc.
  • SAP CRM IC - well suited for integration with all channels.
  • Not appropriate for small/mid size companies.

SAP CRM Feature Ratings

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