Item: SAP Sales Cloud
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

We use SAP CRM across different accounts for varying reasons.

To support users through service tickets/case management.
As an end customer solution supporting financial case management.

This is used by different customer services departments.

Pros and Cons

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.

Return on Investment

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.

Alternatives Considered

Unit4 Business World, Salesforce Service Cloud and Zendesk

Initial investment was already made in SAP and the cost of change did not stack up.

Other Software Used

Salesforce Service Cloud, Genesys Cloud (formerly PureCloud), HubSpot Sales

Likelihood to Recommend

Well suited for international, enterprise-level CRM solution where consistency across countries is required.

Not so suited for fast, low-cost deployments.

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

Software Version

Modules Used

Overall Satisfaction with SAP Sales Cloud