CRM Sales, Best for companies with SAP ERP
May 15, 2018
CRM Sales, Best for companies with SAP ERP
Score 5 out of 10
Vetted Review
Verified User
Software Version
SAP CRM (legacy editions)
Modules Used
- SAP CRM Sales
Overall Satisfaction with SAP Sales Cloud
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.
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.