SAP CRM if configured well is an enterprise solution that just keeps running.
Anonymous | TrustRadius Reviewer
April 20, 2020

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

Score 6 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • SAP CRM Service

Overall Satisfaction with SAP CRM

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

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
Case management
8
Call center management
6
Help desk management
5
Forecasting
7
Pipeline visualization
6
Customizable reports
8
Custom fields
8
Custom objects
8
Scripting environment
7
API for custom integration
7
Role-based user permissions
9
Single sign-on capability
8
Mobile access
7