SAP Customer Experience vs Pega CRM Comparison

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Not intuitive Constant reload for every page

CRM is very good product , especially where an employer running call ceneters, CRM is more useful,

it is useful, it works in any company where they run call center for them

As it is a SAP product, it has powerful integration with other SAP systems

SAP crm is Outdated. And future product c4c is not complete

Good to control a company in different areas.

This CRM is hard to learn how to use at first.

SAP CRM is a very robust product and SAP has done well over the past decade to cater to the CRM needs of customers across industries. The best part of SAP CRM is that it not only integrates seamlessly with other SAP softwares but also with various non-SAP softwares providing options to enterprises to keep using certain legacy systems at the same time. CRM solutions in general are very customer centric...

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SAP CRM releases newer version at a relatively slower rate than most of its competitors. Configurations in SAP CRM backend still remains pretty complex and require highly skilled and experienced professionals to do so. Though SAP CRM can be used as a standalone product but the usability is drastically reduced when SAP ERP is not implemented. Standalone SAP CRM analytics is very basic in its present form and cannot cater to customer need without complex customization.Lastly, lets face it, SAP solutions are still heavily priced compared to other vendors and quite understandably SAP CRM consultants are pretty expensive to hire.

The SAP CRM product is a more user friendly and customer friendly product. Almost all kind of interaction for your business purpose the product is ready to use. The vendor provides almost all the time the new releases which incorporates new features in the products and help customers.

Not all the items or features of SAP CRM can be customised.

The concept of ECC & CRM workflows are well nurture than the previous versions. we reduced time on building code, testing, defect fixing etc.. The use of Service Management - SLAs are fantastic and We got a clean report what client was requesting us with help of minimal code.

Queue Management in SAP CRM & ECC was manual push. There's no alternative solutions.

Great program, easy to use, easy to navigate, and use reporting to your benefit. Agents, customers, and management all love SAP CRM.

Takes time to learn the system, just like any other program, once learned though can be used to your advantage.

I like that the CRM links directly to SAP and can dig out information directly. As long as information is loaded in SAP, it is in CRM

It can be PAINFULLY slow. I understand that there is a huge amount of data, but it would make life easier if it didn't have to chug through the data. Simply entering 1 ticket can double the time it should take as CRM loads/saves..

Great for CRM strategies, integrates to other SAP systems easily.

Non-SAP systems are not that easy to configure.

SAP CRM 7 hosted on web. That is most interesting thing.

Sometime it run little slow as it is hosed on web so speed should be improved

It is very user friendly and SAP is the market leader in ERP applications. SAP CRM, like other SAP applications,has evolved into multi-platform as well and hence you can even access it on your smartphone or tablet as well as on your desktop.

SAP CRM needs more documentation maintained so that it would be helpful for novices in the field

SAP CRM helps a lot in sales, customer service, sales analysis.

It could be a little more agile depending on the company's internet

I think it's great how SAP CRM takes care of its clients in an exceptional way and as it stands out in the management of customer relations, it certainly knows how to build a good relationship and keep its customers happy, excellent services and very versatile. , I am satisfied with what I achieved.

I really do not have any complaints about SAP CRM, only excellent reviews, I will not hesitate to return.

It's a super-powerful and feature-rich platform, suitable for medium and big businesses. Integration can take some time but if properly set is extremely valuable.

Pricing can get too high, depending on the usage. Integrations don't always play nice with each other.

SAP CRM is a more detailed way of handling customers. It can monitor all pre-sales activities like marketing campaigns.

The thing I don't like is the duplication of master data in CRM and SAP ERP which often causes inconsistencies.

It was a stable platform, the raw form we used before the CRM was implemented, the options and abilities were night and day between the CRM and the raw SAP ticketing system. The controlled version could be good for a group with limited abilities or job duties. For a working help desk, providing solution it was in the way.

It was not easily modified, you will need a skilled SAP programmer to support your CRM module. Too much room wasted on the graphic layout and no ability to change at the help desk end, the CRM for help desk was a burden. it struggles to provide useful info and ease of function.

CRM is the critical tool for sales force which we were manually following back then. SAP has enabled us an overall data and easy use with this program. I am able to find the CRM info for potential sales region and understand to analyze better.

Now i have actually switched the module but i think the mobile version should be more usable' since sales force has not always laptop with them. It should more like an app like the current apps we are using.

SAP CRM is very useful for maintaining notes on customer issues, orders, etc. It will link directly with SAP, and now you can pull actual specs from SAP right in CRM. It makes customer interaction easier with 'tickets' if multiple people have to interact with a customer.

CRM can be doggedly slow. It is a huge amount of information that it has to chug through, so it takes some time. Be careful not to hit the 'back' button at the top of the browser page like you usually do, or you may anger it. You have to click the tiny back button in CRM itself. The auto log out if you haven't used it for about an hour is kind of annoying.

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SAP - CRM is a very extensive tool and has virtually unlimited possibilities. Data analysis and reporting is great

For me it is a very good product but I often have problems with service. It is not intuitive and easy to use.

SAP CRM fitted very well into our workflows from the outset. The SAP implementation team saved us many sleepless nights.

Frankly there is nothing much to dislike. SAP CRM does what it says on the tin. We are very happy with the service offering.

There are a lot of back end settings that make SAP CRM one of the best CRM software out there. It can be customized and tuned whether the organization implementing it is a utilities company or an FMC i.e. it caters the needs of all kinds of organization.

Need highly qualified personnel to implement the CRM. The scope of implementation has to be carefully and properly defined with proper documentation at each stage of implementation. Any undocumented modification can result in a lot of garbage in the system within no time.

In SAP CRM, there are various modules like Service, Sales, Marketing etc. Service module provides extensive features including service orders, service plans. You can manage your company's sales through Sales module. Marketing consists of lead, campaigns, loyalty management etc. It is a poweful tool for any large business.

SAP CRM has WebUI, which is difficult to customize but easy to configure. You require a lot of SAP WebUI programming to enhance this WebUI.

I have worked on SAP CRM version 5* and 7* as a SAP Security Administrator and following are my observations - - Customer relationship management (CRM) focuses on the retention of customers by collecting data from all customer interactions with a company from all access points. - SAP CRM provides user flexibility with sales, service module and also external consumers (3rd party vendors). -...

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I would say the user experience for SAP CRM Web UI in terms of usability and acceptance is not that great (user friendly), it's a bit complex at times. Also, the cost of installation, product keys, maintenance, operational cost is high But, SAP CRM 7* versions have much better usability and has improved a lot from it's previous pre-predecessors.

- Rarely crashed and was very efficient in processing customer credit card requests. Took me only 1 day to be comfortable with software, was used to handle maintenance and changes of credit card accounts for TD Canada Trust bank.

- Certain processes for a customer couldn't be done in PEGA and another software had to be used (for example removing an overlimit block on customer credit card). Would be improved if all processes can be done through PEGA software.

The case management feature is very convenient to use. The user interface is very intuitive. Provides support to both front end and back end applications

So far not many. Pricing structure can be made better as compared to the competitors. Better customer support.

1. The software has customer service modules also integrated along with usual sales, marketing and CRM functionalities. 2. Multi-channel customer recognition capacities to provide complete data capture capabilities. 3. Since Pega is mainly BPM centric, a large number of clients have been able to find eligible use case an implemented Pega.

Making customization can be quite challenging technically and also later maintenance also may become cumbersome.

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The windows of communication are awesome, The security to interact with departments to sync with each other to provide a more meaning full and accurate decision making before getting back to the caller.

Certain data may have human flaws, such as grammar or old updates that may not be completely relevant to the caller or customers now status.