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SAP Customer Experience Features

Features Summary

Functionality

4.2

/5

208

Total features

20

11 categories

SAP Customer Experience features

Automated Routing
Campaign Management
Client Management
Contact Management
Customer Complaint Tracking
Customer Database
Email Management
For Small Businesses

Common features of CRM software

API
Activity Dashboard
Activity Management
Activity Tracking
Alerts/Notifications
CRM
Calendar Management
Calendar Sync

Price starts from

58

/user

Per month

Pricing options
Free plan
Subscription
Free trial

Screenshots

Contenders comparison

Functionality

4.2

/5

208

Price starts from

58

/user

Per month

learn more

Total Features

20

Unique features

  • ROI Tracking

  • Support Ticket Management

  • Automated Routing

  • For Small Businesses

Functionality

4.4

/5

17.1K

Price starts from

ic-pricetag

No pricing info

visit website

Total Features

205

Features in Common

14

Unique features

  • Document Management

  • Task Management

  • Assignment Management

  • Purchase Order Management

Functionality

4.5

/5

9K

Price starts from

25

/user

Per month

visit website

Total Features

53

Features in Common

2

Unique features

  • API

  • SSL Security

  • Customizable Questions

  • URL Customization

Common SAP Customer Experience comparisons

SAP Customer Experience logo
Oracle CRM On Demand logo
SAP Customer ExperiencevsOracle CRM On Demand
SAP Customer Experience logo
Sage CRM logo
SAP Customer ExperiencevsSage CRM
SAP Customer Experience logo
Pega CRM logo
SAP Customer ExperiencevsPega CRM
SAP Customer Experience logo
Dynamics 365 logo
SAP Customer ExperiencevsDynamics 365
SAP Customer Experience logo
Salesforce Sales Cloud logo
SAP Customer ExperiencevsSalesforce Sales Cloud
SAP Customer Experience logo
SugarCRM logo
SAP Customer ExperiencevsSugarCRM
SAP Customer Experience logo
NetSuite CRM logo
SAP Customer ExperiencevsNetSuite CRM

Reviewers who mentioned features said:

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

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Understand the customers and proactively find their needs with SAP Customer Experience

Reviewed 9 months ago

It is an excellent tool for us to maintain excellent customer relations. If you are using it regularly, you can easily understand what you should do next for customers.

Pros

It is an excellent tool for tracking the customer relationship because of its multiple channels and customizable tools.

Cons

It is not easy to use if you are not relevant with the SAP. However, after you are familiar with the interface everything is easier.

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

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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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360 degree of customer with full SAP CRM cycle

Reviewed 7 years ago
Pros

It has most of the part in configuration side which is release with the new model. Most of the things are now based on wizard which helps to understand the creation perfectly with less chances of error. The vendor has already customize and provided solution in the form of standard codes so we can just use it to further customize the system based on the requirement given by the client. It has come up with new features which are easy to implement and less complicates.

Cons

If the full lifecycle of SAP CRM(Marketing, sales, service) is implemented for any customer then it is always great because you don't have to depend on any other system for any other job. The thing which could be more better is the WebUi part, it could be something like webdynpro where everything is configuration and system populates everything for you.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

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Cumbersome menus and not enough access to data in one place

Reviewed 4 years ago

My biggest pet peeve is that when you hit the back button on your browser, it goes back to the login screen, so you have to use a little tiny back buttons - and depending on how many sub items you have entered, there are multiple back buttons on one screen - nothing like a normal web page visit.

Pros

Web-based product makes accessing from any computer simple. There are lot of features, which is also the biggest con as it makes it very hard to find what you are looking for at times. Hot links provide access to view customer master data, though it is typically hidden amongst random menus

Cons

Slow...The spinning wheel "Waiting" is it's own item to select when entering an IT ticket. It completely lacks intuitive menus - trying to find something would be simple if the menus were described better - but that is typical of German software, they think a different way than normal software flow, and make thing more difficult than they need to be - e.g. you have to click, then click, then click, then click again to finally get where you wanted to go. Unfortunately that is a normal process - you end up doing the same 5 clicks multiple times a day.

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

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SAP Review

Reviewed 7 months ago

my experience is good using this efficient , user friendly tool with accuracy of inventory and reports.

Pros

It is efficient tool for business , company mainting their inventory management , account side , as part of telecommunication industry we use this software for maintaing Modems, Drop wire , Rossets and this software make our job more easy.

Cons

My use on this software is limited as per my job requirement but one thing that i would share that instead of codes name enrty would be easy

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend2/10

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Too much for too little

Reviewed 3 years ago

In the end I have to say that he did his job. A normal CRM with standard functionality, considering that in 2019 there are less noble platforms, much more performing and definitely less expensive.

Pros

A few things in my opinion. I used this CRM for 2 years because the company I was working on had implemented it as a partner. I must say that as a discrete expert of CRM software this is the absolute worst that I have ever used. And for what it costs, I really don't think it's worth it.

Cons

Limited functionality, especially considering the cost per license. Quite closed system, difficult to integrate with third-party systems. Assistance almost non-existent, slow and non-conclusive.

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

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One of the best commerce platform out there

Reviewed 3 years ago

I have found SAP hybris a complete package with all the relevant features required in any e-commerce application. A lot of third party integrations has made it more usable and integrated with other systems. It also has presence on SAP cloud. So, overall its a good product.

Pros

1. It provides e-commerce functionality to the businesses, which helps in direct selling of the products from the producer to the consumer. 2. It provides almost all the e-commerce functionalities, and a lot of third party integrations for media(images, videos, etc.), tax calculations, payment providers, and a lot more already out-of-the-box. The product also has ample space to expand and customize...

Cons

1. There are still a lot of legacy bugs that needs to be fixed even in the core platform and commerce modules. 2. A lot of common functionalities are still not being provided and need to be implemented by the solution providers in every project. Such common functionalities can be provided out of the box. One such feature could be GDPR especially used within the projects involving EU sites. 3. SAP needs to focus more on technical improvement of the project and not just on marketing aspects. 4. SAP needs to publish a common set of steps publicly for the partners providing the solutions, starting from the setup of the project until the go-live of the project to avoid delays and to build better customer reputation.

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

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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 recommend8/10

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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 recommend10/10

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Customer focused comprehensive product by SAP

Reviewed 5 years ago

I would like to recommend this product to the business owners whose revenue is over a million dollars at least. Maintaining this product is easy.

Pros

The most important feature of this product is WebUI. You can configure the WebUI all the way you want - Navigation bar, report area, etc. Moreover, this product supports One-Order Framework. Every transaction type is processed in a single transaction code. This provides user an ease of access.

Cons

There are not major drawbacks of this product, but to provide comprehensive and end to end business solutions, this product must be integrated with other SAP products like SAP ERP, BI/BW, PI/XI, etc. Licensing cost is more, so small business need to consider pricing before planning implementation.

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

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Description of SAP CCS CRM

Reviewed 3 years ago

SAP CCS (CRM) It is the most complete platform in the market. It adapts easily (implementation) to the cases of the electricity industry (which is my experience), from the commercial area, customer service and its perfect connection with the MM material modules and sales and distribution SD, ... FI ... I enter others. The workflow is really his strength."

Pros

The way it leads from real life to the workflow. The integration of activities and their implications in real time with the areas through the ERP. Speed as you can adapt, improve and learn on the go.

Cons

Nothing. I should only indicate that the possible failures are in the training. They must ensure that SAP teachers have knowledge of field and SAP technology. When this happens everything is really excellent

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

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Why SAP CRM is better when it works with others.

Reviewed 7 years ago
Pros

I think that the idea of SAP CRM is brilliant, a way to house and store data so that your company can really get a handle of data mining which theoretically would allow you to plan and be more proactive vs reactive. Once you get the hang of the screens it is easy to understand how to accomplish what you're trying to input into SAP CRM. The system is really set up to help you try and capture the most relevant information to your business.

Cons

As I said the idea of SAP CRM is brilliant but from my experience (and it could be the way my company chose to implement it) the use of so many different platforms that don't actually talk to one another is a ridiculous way to implement any data capturing tool. We had to export from two different systems of SAP CRM and then load it into a BIOD just to get the information to talk to each other and make...

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

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We had 3 years working with SAP to integrate it with an electronic commerce platform. It was a free.

Reviewed 4 years ago

The benefits were economic. By being able to integrate it with an Opensource application of E-commerce we achieve the client's goal. We achieve the objectives and with that we increase our profits.

Pros

We improve our income as we integrate SAP ERP with new sales channels such as e-Commerce, managing to merge it with PRESTAHOP increasing revenues in the final customer.

Cons

The high costs of each module of SAP make many companies migrate to other solutions, in our case the client preferred to integrate the solution with an E-COMMERCE Opensource instead of acquiring the license of the manufacturer's own module, since it was practically impossible to maintain over time for their prices.

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

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One of the best CRM Software to use for large companies

Reviewed 4 years ago

Hignly recommended. As stated above, this is one of the best CRM Software to use for large companies. I have used it with my last two employers and though there were a few changes, the software was still easy use.

Pros

This is one of the best Customer Relationship Management (CRM) Systems to use for large companies. It is very user friendly when assigning and updating projects. It is also very useful in documenting projects for yourself and anyone the reviews said projects in the future.

Cons

Sometime the product numbers that are assigned can be very confusing. The number sequence can be off and cause a little confusion when searching in your own project list.

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

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Inventory management at its best

Reviewed 2 years ago
Pros

Once you have the correct access and TCodes SAP is a powerful beast. I use SAP daily to keep an eye on inventory locations and my team is able to refurbish service equipment using SAPs processes as well keep their time and materials used for said work.

Cons

SAP isn't the prettiest software as I know that might sway someone one way or the other but if you are looking for a powerful tool then it is the industry leader. It is also very clicky and the learning curve to the software is a long one but once you do your tasks a few times you won't need your notes much.

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

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Complete CRM, needed for all media and large business

Reviewed 3 years ago

We use the software to control and manage activities and services. receipt of material, travel management control of managers, presentation of accounting documents. It is the most used software in the company.

Pros

the management of all services under sap's care. Basically we have access from the logistics, delivery and receipt of suppliers, from the accounting and financial of these contracts. All delivered competently by the system.

Cons

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

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

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They are big for a reason - it's a functional and dependable system

Reviewed 4 years ago

You need to really understand the relationships of SAP before you start working in it, but even teaching database novices how to use SAP CRM is a pieces of cake for repetitious tasks.

Pros

The web interface is clean and easy to navigate. You don't need to remember alot of detail to figure out home to interact with records, contracts, vendors, price lists. The SAP GUI is a bit more detailed with more functionality. For navigating and editing individual records, it's wonderful.

Cons

Price agreements and customer lists are not easy to export in batch. Lots of clicking to get through multiple contracts, which can end up taking more time than actual analysis of the data.

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

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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 recommend6/10

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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..

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

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SAP Hybris suit is one of the best products for digital operations

Reviewed 4 years ago
Pros

This product has different pieces. They are SAP Hybris Commerce, SAP Hybris Marketing, SAP Hybris Billing. Hybris commerce is intuitive e-commerce tool and SAP Hybris billing is very intuitive tool for billing, consumption based charging, invoice consolidation subscriptions management.

Cons

We need different consultants for all the different sub products of SAP Hybris. This increases client's costs of implementation or roll out.

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

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SAP is pretty versatile and cane accomplish many tasks beyond just a customer management system.

Reviewed 4 years ago

The best benefits that I use it for is credit card processing as well as inventory management.

Pros

I really like that it can be used for many different things. We use it for everything from customer relation management to inventory tracking.

Cons

The thing I like the least has more to do with the setup we have rather than the software itself. We have customized it so much that any support or looking online for help is useless.

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

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It has been great experience with SAP CRM. It's a cost effective and easy to use with high quality.

Reviewed 5 years ago

It provides information which leads an insight into action, & maintains focus on productive activity. Thus, SAP CRM Sales helps the sales force of your business to secure customers, and then to develop and maintain beneficial relationship with them. It provides information which leads an insight into action, & maintains focus on productive activity. Thus, SAP CRM Sales helps the sales force of your business to secure customers, and then to develop and maintain beneficial relationship with them. Thus, SAP CRM Sales have a lot of features like dedicated interactions, seamless integration, insightful information, always accessible, and is user-friendly.

Pros

SAP Business Suite is based on SAP NetWeaver .NetWeaver provides the development and runtime environment for SAP applications and is used for the custom development and integration with other applications and systems.

Cons

CRM stands for Customer Relationship Management and is a set of methodologies and tools that helps to manage customer relationship in an organized way but the only thing is that it also helps to achieve 'Single face to customer', which means the customer will not get regular & actual information independent of channel through which the he or she is contacting your company.

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

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SAP Review - Wacker Neuson

Reviewed 7 years ago
Pros

SAP continues to develop cutting edge applications and working on a customer friendly user interface. They offer a full product line so a company is able to leverage integration to all aspects of their back office. They are introducing enhancements very quickly now based on actual user requests.

Cons

Prior to the Cloud offerings, the UI for CRM was clunky and not user friendly. Many times when questioning how something works because it doesn't work as a user would expect they would answer "it is working as designed".

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

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SAP CRM

Reviewed 3 years ago
Pros

data is easy to view and input, functionality meets the needs of our business especially sales monitoring, pipelines, product listings especially when sales team needs to be updated on the latest prices

Cons

complicated to use. its a hassle to use especially when you are out of the office and internet is slow. when there is a lag you need to redo the process from the start. we wish there was an offline mode. when we input new clients, new accounts all details are lost when the internet drops and you are unable to save.

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

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Customer Service SAP

Reviewed 4 years ago
Pros

There were various T-Codes I could input to pull up new functionality. It may seem very confusing at first, but with some practice, it can be quite intuitive.

Cons

Some searches took a long time - though it didn't happen often, sometimes the screen would freeze. The overall look seems a little outdated, but it is clean and easy to use.