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SAP Customer Experience vs Pega CRM Comparison

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Overview

Category Leaders

SAP CRM On-Demand is a cloud-based customer relationship management solution that integrates with SAP ERP, forming part of...

Pega is a customer relationship management and customer experience application designed by PegaSystems® Inc to help maximise...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

58

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.2

208

5

4

3

2

1

99

72

26

6

5

  • Value for money
  • Ease of use
  • Features
  • Customer support
92%
would recommend this app

3.9

13

5

4

3

2

1

6

3

2

1

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
90%
would recommend this app

Pros

SAP also has a great community of developers and professionals who help to share ideas and answer questions when it comes to configuring and customizing their solutions.

AB

Aneesh B.

This tool is great for organizing and storing data. We use it to store all of our clients information and data, and it works very effectively.

Rs

Raphael s.

It is so easy to use, and has so many options, the interaction with the clients are everything and this software its perfect for that.

KR

Katherine R.

Pros

Not enoughreviews yet

Cons

The software is quite complex, because of this, some problems with the client arises, much more due to misinformation of the user than the tool itself.
AvatarImg

Diogo T.

UI is awful, too much of it does not make sense how you get from one section to another. Been using it for years and I still have a hard time navigating.

AR

Anonymous Reviewer

Code-based transactions slow the system down at times, and the interfaces to sap-powered systems are also bad.

FP

Felipe P.

Cons

Not enoughreviews yet

  • Vendor responds to reviews
  • Last review2 months ago
  • Vendor responds to reviews
  • Last review10 months ago

Key features

  • Total features20
  • Alerts / Escalation
  • Automated Routing
  • Campaign Management
  • Client Management
  • Contact Management
  • Customer Complaint Tracking
  • Customer Database
  • Email Management
  • Email Marketing
  • For Small Businesses
  • For Startups
  • Forecasting
  • Interaction Tracking
  • Internal Chat Integration
  • Knowledge Base Management
  • Lead Management
  • Lead Segmentation
  • Live Chat
  • Mobile Access
  • Monitoring
  • Pipeline Management
  • Quotes/Estimates
  • ROI Tracking
  • Real Time Reporting
  • Referral Tracking
  • Reporting/Analytics
  • Routing
  • Sales Pipeline Management
  • Segmentation
  • Self Service Portal
  • Support Ticket Management
  • Territory Management
  • Total features20
  • Alerts / Escalation
  • Automated Routing
  • Campaign Management
  • Client Management
  • Contact Management
  • Customer Complaint Tracking
  • Customer Database
  • Email Management
  • Email Marketing
  • For Small Businesses
  • For Startups
  • Forecasting
  • Interaction Tracking
  • Internal Chat Integration
  • Knowledge Base Management
  • Lead Management
  • Lead Segmentation
  • Live Chat
  • Mobile Access
  • Monitoring
  • Pipeline Management
  • Quotes/Estimates
  • ROI Tracking
  • Real Time Reporting
  • Referral Tracking
  • Reporting/Analytics
  • Routing
  • Sales Pipeline Management
  • Segmentation
  • Self Service Portal
  • Support Ticket Management
  • Territory Management

Integrations

  • Total integrations65
  • Constant Contact
  • Gmail
  • Google Analytics 360
  • Google Calendar
  • HubSpot CRM
  • Mailchimp
  • Meta for Business
  • Microsoft 365
  • Microsoft Outlook
  • PayPal
  • QuickBooks Online Advanced
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Stripe
  • Twitter
  • WordPress
  • Xero
  • Zapier
  • Zendesk
  • Total integrations3
  • Constant Contact
  • Gmail
  • Google Analytics 360
  • Google Calendar
  • HubSpot CRM
  • Mailchimp
  • Meta for Business
  • Microsoft 365
  • Microsoft Outlook
  • PayPal
  • QuickBooks Online Advanced
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Stripe
  • Twitter
  • WordPress
  • Xero
  • Zapier
  • Zendesk

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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SAP Customer Experience logo

SAP Customer Experience

Complete solution for Small Businesses

Reviewed 10 years ago

SAP's functionality well-rounded and the pricing is competitive. It includes several integrated modules that support key customer facing functional (SAP CRM Sales, SAP CRM Marketing, SAP CRM Service, SAP CRM Interaction Center, SAP CRM Web Channel and SAP CRM Partner Channel Management). Overall, it is a very complete solution that meets all the needs that a small business might have towards a CRM.

Pros

No pros were added to this review

Cons

Not intuitive Constant reload for every page

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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SAP Customer Experience logo

SAP Customer Experience

SAP CRM JUNIOR CONSULTANT

Reviewed 7 years ago
Pros

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

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend3/10

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SAP Customer Experience

SAP CRM not good as standalone product

Reviewed 6 years ago

Since SAP is going to stop supporting on premise sap crm systems, there is no meaning of getting sap crm system now. And the future product called SAP Cloud for customer(C4C) is still not in its complete version. It is always better to go for Salesforce instead of SAP C4C/ CRM.

Pros

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

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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SAP Customer Experience

Good

Reviewed 4 years ago

I think that this CRM is a very good tool and if you learn to use it it opens a lot of opportunities in different companies.

Pros

Good to control a company in different areas.

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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SAP Customer Experience

An end to end solution with seamless integration capabilities

Reviewed 7 years ago
Pros

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...

Cons

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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SAP Customer Experience logo

SAP Customer Experience

Customer friendly

Reviewed 7 years ago
Pros

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.

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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SAP Customer Experience logo

SAP Customer Experience

Client worried abt SAP Social CRM Services, But we made him Confident!

Reviewed 7 years ago
Pros

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.

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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SAP Customer Experience logo

SAP Customer Experience

SAP CRM

Reviewed 4 years ago

Highly suggest SAP CRM in the worplace.

Pros

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

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

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SAP Customer Experience logo

SAP Customer Experience

SAP CRM Powerfull tool, can be difficult

Reviewed 4 years ago

Overall it is a very powerful tool, I just wish it was a little faster to respond and save.

Pros

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

Cons

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..

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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SAP Customer Experience

Great Business tool

Reviewed 4 years ago

Overall great application for any medium-large company.

Pros

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

Cons

Non-SAP systems are not that easy to configure.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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SAP Customer Experience

Very Compatible to user

Reviewed 2 years ago

Very much satisfied.

Pros

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

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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SAP Customer Experience

SAP CRM Technical and Functional Review

Reviewed 7 years ago
Pros

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.

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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SAP Customer Experience

SAP IS THE GREAT!

Reviewed 2 years ago

Improved all sales processes, customer service and support with accurate information stored in SAP

Pros

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

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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SAP Customer Experience

I think it's great

Reviewed 4 years ago
Pros

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.

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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SAP Customer Experience

Leading CRM platform

Reviewed 3 years ago

Great, feature-rich CRM but implementing it into business processes can take a while.

Pros

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.

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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SAP Customer Experience logo

SAP Customer Experience

SAP CRM Review

Reviewed 4 years ago
Pros

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

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend3/10

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SAP Customer Experience

Worked several years using SAP and the SAP CRM.

Reviewed 7 years ago
Pros

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.

Cons

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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SAP Customer Experience

Critical CRM Management for Sales

Reviewed 2 years ago

I find it "an invention" for developing sales business. SAP has made this for us easier. Especially salesmen have ability to seek right potential in CRM data and get benefits from it. Also analyze reports are very time saving as we are now using them on monthly sales meetings in order to understand the potentials.

Pros

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.

Cons

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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SAP Customer Experience

SAP CRM powerful tool, but huge.

Reviewed 4 years ago

Overall it is excellent to track customer concerns, questions, orders and contacts. It's just minor things like the time it takes to complete a task, and you have to search very specifically or you will get a lot of hits, or no hits at all.

Pros

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.

Cons

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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SAP Customer Experience

Great CRM - Not for everyone

Reviewed 6 years ago

SAP is a very robust and capable CRM just like Oracle, but neither of them is easy to use. It seems like everything that SAP can do takes a lot of effort to work. Once the whole CRM is configured properly it works like magic.

Pros

No pros were added to this review

Cons

No cons were added to this review

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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SAP Customer Experience

SAP - CRM

Reviewed 4 years ago
Pros

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

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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SAP Customer Experience logo

SAP Customer Experience

Excellent and engaging support from SAP

Reviewed 4 years ago
Pros

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

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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SAP Customer Experience

SAP CRM has everything an organization needs to deal with Customers

Reviewed 4 years ago
Pros

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.

Cons

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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SAP Customer Experience

Best CRM tool with vast features

Reviewed 4 years ago
Pros

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.

Cons

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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SAP Customer Experience

An application that best suits external portal and UI users

Reviewed 7 years ago
Pros

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). -...

Cons

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Pega CRM logo

Pega CRM

PEGA review

Reviewed 4 years ago

- I enjoy using PEGA CRM, very efficient, fast, rarely crashes and allows me to give a customer a great customer service experience over the phone

Pros

- 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.

Cons

- 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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Pega CRM

Pega Tool Reviews

Reviewed 3 years ago

Overall, I have had a very good experience using Pega as a tool and would definitely recommend it to my colleagues.

Pros

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

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Pega CRM

Enterprise Level CRM Tool by Pega systems

Reviewed 3 years ago
Pros

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.

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Pega CRM logo

Pega CRM

Edge back office

Reviewed 6 years ago

Unable to work well with Salesforce really need to see the complete 360 of the customer. Would like seamless integraion

Pros

No pros were added to this review

Cons

No cons were added to this review

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Pega CRM logo

Pega CRM

Pega CRM

Reviewed 10 months ago

My overall experience with Pega has been wonderful.

Pros

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.

Cons

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.