Works well for what we use it for as requested by a customer
July 02, 2022

Works well for what we use it for as requested by a customer

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Software Version

SAP CRM (legacy editions)

Overall Satisfaction with SAP Sales Cloud

I use SAP as a service manager, to process orders for a specific customers that they purchase from us on their end of the portal. I also support our company representatives that utilize the portal on a daily basis for processing orders and order correspondence. We also utilize the portal to process order red borders, if the requested delivery date is not available, and to advise if there are any delays with a previously confirmed order.
  • Order Communication
  • Order confirmation
  • Order Tracking
  • Their customer support is very difficult to reach out to - there needs to be a better option to chat with customer support than to constantly be transferred to different departments.
  • The help pages could be more informational and user friendly.
  • Order Transparency
  • Notifications of new orders
  • Confirmation process and tracking
  • A positive impact would be the fact that because we are only service managers for a customer we are not charged for additional user licenses.
  • A negative impact on ROI is that it is too easy for customers to create duplicate SAP Ariba accounts when trying to add new users. (at one point there was an order submitted to the incorrect account and then had a delay in processing.
  • To re-affirm my previous points it took us quite a while to get the accounts sorted out because of the lack of support expertise, and had MANY customer support calls before we figured out on our own that the duplicate account had been created (for an employee who was on maternity leave) and that that's where the new order went. THEN we still had to do additional account support calls to link the existing account to the new.
SAP CRM does not even begin to stack up against Zoho CRM, we use Zoho CRM as our Primary order processing system for all of our sales offices and it is much more user-friendly that our previous CRM software, Great Plains. We utilize SAP CRM Service Manager strictly for order receiving for several customers as they use SAP as their primary CRM software.

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

Not sure

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


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

I wasn't involved with the selection/purchase process

Did implementation of SAP Sales Cloud go as expected?

I wasn't involved with the implementation phase

Would you buy SAP Sales Cloud again?


SAP CRM service manager is well suited for our customer-specific interaction because our customer utilizes SAP CRM to submit their orders to us that are over a certain amount and have to go through upper-level approvals & processing on the customer end. It would not be as appropriate for a smaller company with a smaller business base.