SAP CRM if configured well is an enterprise solution that just keeps running.
Updated June 25, 2021

SAP CRM if configured well is an enterprise solution that just keeps running.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

SAP CRM (legacy editions)

Modules Used

  • SAP CRM Service

Overall Satisfaction with SAP Sales Cloud

We use SAP CRM across different accounts for varying reasons.
  1. To support users through service tickets/case management.
  2. As an end customer solution supporting financial case management.
This is used by different customer services departments.

Pros

  • Provides good end-to-end case management.
  • Case reporting is good.
  • Highly configurable.

Cons

  • Can be complex to train agents how to operate.
  • Not necessarily intuitive (unless you know SAP).
  • Requires more systems design/configuration than anticipated.
  • Overall this is a tier 1 solution and has a price tag associated with this.
  • When operational, the systems can be efficient with the right workflows.
  • New Fiori interfaces have made a huge difference.
Initial investment was already made in SAP and the cost of change did not stack up.
Well suited for international, enterprise-level CRM solution where consistency across countries is required.

Not so suited for fast, low-cost deployments.

SAP Sales Cloud Feature Ratings

6.8
Customer data management / contact management
8
Workflow management
7
Opportunity management
6
Integration with email client (e.g., Outlook or Gmail)
7
Interaction tracking
8
Channel / partner relationship management
5
6.3
Case management
8
Call center management
6
Help desk management
5
Marketing Automation ()
Not Rated
CRM Project Management ()
Not Rated
7.0
Forecasting
7
Pipeline visualization
6
Customizable reports
8
7.5
Custom fields
8
Custom objects
8
Scripting environment
7
API for custom integration
7
8.5
Role-based user permissions
9
Single sign-on capability
8
Social CRM ()
Not Rated
Integrations with 3rd-party Software ()
Not Rated
7.0
Mobile access
7

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