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Multifunctional tool for marketing and customer service.
June 04, 2021

Multifunctional tool for marketing and customer service.

Magly Jhonson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

SAP CRM (legacy editions)

Modules Used

  • SAP CRM Sales
  • SAP CRM Marketing
  • SAP CRM Interaction Center
  • SAP CRM Web Channel

Overall Satisfaction with SAP Sales Cloud

We use [SAP CRM] to simplify and improve the sales of our products and services, but we also use it to provide customer service and it is currently being implemented in two of our departments: Marketing and Support Center. The first commercial problem that is being solved with this tool is that now we can do our work in a faster and easier way since in the platform we can perform different tasks such as managing marketing sales to providing customer service without having to use several services separately.
  • It is very easy to create and view the reports we create within the platform, which is great as we can better analyze the data collected.
  • The mobile application is very good but somewhat limited in terms of functionality, but it is worth using it.
  • It is very easy to manage several emails and to be able to establish a pattern to give automated responses.
  • One of the things I don't like about "SAP CRM" is that there are no alerts or notifications which could warn when something happens within the platform.
  • It does not have integration with any type of social network.
  • The robust and unintuitive appearance makes it a bit complicated to use all its functionalities.
  • In my opinion as a Project Management Specialist, I consider that this service has been very beneficial for our department and in general for the entire company since we have noticed how our marketing strategy has improved over time, as well as the response time what we offer to our clients.
The main reason we decided to change the service is that the one we had previously had flaws in some of its functionalities such as sending email marketing and that is why we decided to make a change and adopt a new service to eliminate any persistent problems. Before acquiring "SAP CRM", we first evaluated all its functionalities and it seemed like a very good alternative since it has everything we need to address various job roles within our company.

Do you think SAP Sales Cloud delivers good value for the price?

Yes

Are you happy with SAP Sales Cloud's feature set?

Yes

Did SAP Sales Cloud live up to sales and marketing promises?

Yes

Did implementation of SAP Sales Cloud go as expected?

Yes

Would you buy SAP Sales Cloud again?

Yes

A perfect scenario to use [SAP] CRM tool would be with the intention of improving efficiency, speed, and creativity when selling products and services through marketing or improving the response time to customer concerns and providing quick solutions to their problems.

SAP Sales Cloud Feature Ratings

8.0
Customer data management / contact management
10
Workflow management
9
Territory management
8
Opportunity management
8
Integration with email client (e.g., Outlook or Gmail)
9
Contract management
6
Quote & order management
7
Interaction tracking
7
Channel / partner relationship management
8
7.7
Case management
8
Call center management
7
Help desk management
8
8.5
Lead management
8
Email marketing
9
7.7
Task management
7
Billing and invoicing management
8
Reporting
8
8.0
Forecasting
8
Pipeline visualization
9
Customizable reports
7
7.3
Custom fields
7
Custom objects
8
Scripting environment
7
API for custom integration
7
9.0
Role-based user permissions
8
Single sign-on capability
10
Social CRM ()
Not Rated
8.5
Marketing automation
9
Compensation management
8
7.0
Mobile access
7

SAP Sales Cloud Support

Personally, I find SAP customer service very efficient as they respond in a period of 10 minutes or less.

Using SAP Sales Cloud

It is a fairly complete service that will help improve productivity, efficiency, and marketing strategy, but the architecture is a bit robust and needs improvements to be more intuitive.