Top notch CRM system, a bit lost on its way in the CX universe
July 10, 2023
Top notch CRM system, a bit lost on its way in the CX universe
Score 8 out of 10
Vetted Review
Verified User
Software Version
Other
Modules Used
- Sales CRM
- Quotes and Contracts
- Sales Performance Management
- SAP Service Cloud
Overall Satisfaction with SAP Sales Cloud
With SAP Sales Cloud, we achieved our 360° view on the customer vision through the entire Lead-to-Cash process. Classical CRM functionality like activity, lead and opportunity management get enriched with operational and historical data through a native integration into the SAP S/4HANA backend.
Not only does SAP Sales Cloud make work in the Sales Department more efficient, it also eradicates borders and silos between departments. By merging it with SAP Service Cloud, Sales Managers and Sales Representatives can always check for ongoing service cases during visit preparation. Vice-versa, the service department can anticipate upcoming workload from new projects by cross-checking on opportunity lifecycles.
SAP Sales Cloud and Service Cloud work neatly together and are accessed in the same system sharing the same data. However, when adding further solutions to the portfolio, you will have to handle integration of different data models. As SAP Commerce Cloud, SAP Marketing Cloud, and other CX solutions by SAP are separate systems, with separate licensing and separate installations.
Not only does SAP Sales Cloud make work in the Sales Department more efficient, it also eradicates borders and silos between departments. By merging it with SAP Service Cloud, Sales Managers and Sales Representatives can always check for ongoing service cases during visit preparation. Vice-versa, the service department can anticipate upcoming workload from new projects by cross-checking on opportunity lifecycles.
SAP Sales Cloud and Service Cloud work neatly together and are accessed in the same system sharing the same data. However, when adding further solutions to the portfolio, you will have to handle integration of different data models. As SAP Commerce Cloud, SAP Marketing Cloud, and other CX solutions by SAP are separate systems, with separate licensing and separate installations.
- Seamless integration with service, i.e., by directly linking opportunities to service cases
- Full access to the customer history from the ERP backend
- Powerful embedded analytics, i.e. for managing forecast and sales funnels
- Performance could be improved. Some screens load 1-2 seconds, which is not much but can hinder a productive data entry flow.
- Integration to external document management systems would be appreciated to provide centrally managed customer agreements in the CRM flow.
- Innovation is slow. Seemingly minor improvement requests submitted to their improvement suggestion platform, with huge quality of life potential (like converting a plain text field into rich text for visit documentation) get ignored and not implemented despite receiving plenty of votes from several customers.
- Roadmap is intransparent. SAP Sales Cloud v2 (aka Intelligent Sales Cloud) is currently being developed. Migration scenarios from v1 to v2 are not yet provided, especially not for custom development done in v1.
- Accurate forecasting through Opportunity Pipeline management
- Eliminate manual processes between pre-sales and sales stages by utilizing the S/4HANA integration
- Single source of truth for contact data
Thanks to the ERP integration, we broke down data silos and are now using the same customer and contact accounts in CRM objects like activities and opportunities that we are using in classical ERP documents like sales orders. When a customer calls, all their previous touchpoints are available at hand.
SAP Sales Cloud and Salesforce Sales Cloud have basically achieved feature parity. The decision comes down to your corporate vendor strategy as well as your integration strategy and UI preference.
Back in 2017, we had chosen SAP Sales Cloud due to its native integration with SAP ERP. Back then, it was difficult to find best practice integration solutions between Salesforce and SAP ERP. Now that Salesforce has acquired middleware vendor Mulesoft, things may be looking different on that front.
Back in 2017, we had chosen SAP Sales Cloud due to its native integration with SAP ERP. Back then, it was difficult to find best practice integration solutions between Salesforce and SAP ERP. Now that Salesforce has acquired middleware vendor Mulesoft, things may be looking different on that front.
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?
No
Would you buy SAP Sales Cloud again?
No