Friendly, Safe, and Easy To Learn But Rigid
November 15, 2021

Friendly, Safe, and Easy To Learn But Rigid

Aurpa Fiza | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • SAP CRM Sales

Overall Satisfaction with SAP CRM

We adopted SAP throughout the organization to address various issues, such as centralizing business process flow into one system. SAP handles sales opportunities, invoices, and documentation for our clients. We can manage sales activities such as shortening the sales cycle and increasing revenue with the help of it. Also, it helps us to plan for customer management, engagement, and marketing. It has been used to increase sales in various regions and improve service scenarios and customer communication.
  • Our customers benefit from SAP CRM's 360-degree views and case management capabilities.
  • As a middleware business tool, case reporting is excellent, and it works well with WM systems to communicate with various departments.
  • It is an excellent tool for tracking customer relationships across multiple channels, and it's easy to use.
  • The learning curve to learn how to use it and run different transactions can be steep.
  • The interface isn't the most modern or attractive, and it's a heavy tool.
  • The commands are not always clear or intuitive, and automatic updates to the knowledge base are unavailable.
  • It streamlines business processes, reduces manual work, and unifies customer communications.
  • Structured data to report on, make business-critical decisions and eliminate trade promotion confusion.
  • With a 360-degree view, it helps make better business decisions and improve customer service.
Our sales team finds SAP CRM to be far more user-friendly and sophisticated. When we discovered that the service we were using could not send out email marketing campaigns, we decided to switch. As a recommendation from our IT department, we decided to leave other behind and change to SAP.

Do you think SAP CRM delivers good value for the price?

Yes

Are you happy with SAP CRM's feature set?

Yes

Did SAP CRM live up to sales and marketing promises?

Yes

Did implementation of SAP CRM go as expected?

Yes

Would you buy SAP CRM again?

Yes

Using SAP CRM can help boost productivity, efficiency, and marketing strategy. Improvements are needed to make the architecture more user-friendly. Training is required, which is never easy when a new employee joins. It's not just for a single domain but for multiple threads that run simultaneously in companies.
SAP's customer service is quick and efficient, with a response time of fewer than some minutes. In either case, you'll get instant help from the vendor or online forums. In addition, the vendor provides excellent global support for this tool. Like Salesforce, SugarCRM, etc., it's probably fine as a standalone CRM option.
SAP CRM is suitable for its wide range of features and strong integration with SAP and non-SAP products. You'll have to decide whether or not you want to integrate the system with other SAP components before making any decisions. Salesforce, SugarCRM, etc., are all excellent options for standalone CRMs. At the same time, SAP CRM should be your first choice if you want end-to-end business processes across systems.

SAP CRM Feature Ratings

Customer data management / contact management
9
Workflow management
9
Territory management
9
Opportunity management
9
Integration with email client (e.g., Outlook or Gmail)
9
Contract management
9
Quote & order management
9
Interaction tracking
9
Channel / partner relationship management
9
Case management
9
Call center management
9
Help desk management
9
Lead management
9
Email marketing
9
Task management
9
Billing and invoicing management
9
Reporting
9
Forecasting
9
Pipeline visualization
9
Customizable reports
9
Custom fields
9
Custom objects
9
Scripting environment
9
API for custom integration
9
Role-based user permissions
9
Single sign-on capability
9
Social data
9
Social engagement
9
Marketing automation
9
Compensation management
9
Mobile access
9