All SAP Customer Experience Reviews
1-25 of 242 Reviews
Sort by
Scott
Entertainment, 2 - 10 employees
Used more than 2 years
OVERALL RATING:
5
Reviewed October 2021
Inventory management at its best
Alex
Verified reviewer
Telecommunications, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2023
Comprehensive solution to address and strengthen customer-facing engagement.
The experience has been really good from the first interaction, it provided us with the ability to establish closer and more consolidated ties with our customers, SAP allowed us to create relationships with customers that last over time, an organic and consistent experience SAP has proven to be a comprehensive solution in all aspects, a robust solution that provided us with everything we needed to cover the needs of customers without forgetting productivity, 10/ 10 for SAP.
PROSIt gives us the ability to establish closer and stronger ties with our customers that will last over time, it allows us to collaborate with each of our functional business areas to provide a better customer experience. I am also impressed that such a complete and powerful solution can be implemented easily and quickly; I like its pay-per-use licensing approach, which is attractive to any company wishing to implement the system; it is cloud-based, which makes it easy to use. Last but not least its flexibility, adaptability and scalability as the size of demand varies.
CONSSo far we have not faced any difficulty or inconvenience while using it, being even more honest I don't have any negative comments to share.
Angelica
Verified reviewer
Pharmaceuticals, 5,001-10,000 employees
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2023
SAP Customer Experience Review: Enhancing Business Success through Seamless Customer Interactions
In order to manage client interactions and enhance sales procedures, I got the chance to use SAP client Experience during my internship in the university's pharmaceutical product development and research department. The program turned out to be a useful tool because it allowed for individualized interactions with clients and gave us a unified perspective of their journey. We were able to efficiently streamline our efforts and nurture prospects because to the powerful marketing automation features. Our ability to make data-driven decisions was made possible by the integration of SAP Customer Experience with SAP Analytics Cloud. All things considered, SAP client Experience was extremely important in improving our client engagement methods and raising our sales efficiency.
PROSFor companies looking for complete CRM solutions, SAP Customer Experience offers a variety of benefits. A unified view of customers across all touchpoints is made possible by its strong customer data management capabilities, enabling tailored and targeted interactions. Effective client involvement is made possible by the software's potent marketing automation features, which also include lead nurturing and campaign management. The seamless integration of SAP Customer Experience with other SAP products, including SAP S/4HANA and SAP Analytics Cloud, guarantees a smooth data flow and makes it possible to gain real-time insights for wise decision-making. Furthermore, the platform's flexibility and scalability enable organizations to expand and react to changing client demands.
CONSAlthough SAP Customer Experience has many advantages, there are a few things to bear in mind. The implementation procedure can be difficult and time-consuming, necessitating knowledge and careful planning. Additionally, small firms with tight budgets can find the software's pricing structure excessive. A severe learning curve has been mentioned by some users, especially when configuring advanced features and customizations. Last but not least, the platform's considerable capabilities can produce a complicated user interface, necessitating appropriate training and continuing support. These restrictions are, however, outweighed by the software's extensive features and scalability, which surpass its short-term drawbacks.
Sarah
Management Consulting
Used more than 2 years
OVERALL RATING:
2
EASE OF USE
2
CUSTOMER SUPPORT
2
FUNCTIONALITY
3
Reviewed April 2015
Why SAP CRM is better when it works with others.
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.
CONSAs 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 any sense. And even then the project itself was a long and exhausting process because trying to figure out the language it speaks in the Order Entry system vs. the Customer Inquiry system isn't the same and you have to force it to mesh the data together. The screens are cumbersome and not user friendly. There are so many different ways you need to input information to get to the screen that you actually want you need a manual for literally everything you have to do because it takes that many steps. I think SAP CRM would benefit from focus groups for their North American business partners. Not everyone does business the same but North America has big business's that would greatly benefit from this type of system if it were easier to understand and implement on a day to day basis.
Enrico
Information Technology and Services, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed February 2024
Why SAP Customer Experience Is The Best
I like the customer experience and customer service features The software comes with contact management and following on customer history is easy too.
CONSWith SAP Customer Experience, everything has been smooth.
Anonymous
501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
2
VALUE FOR MONEY
4
FUNCTIONALITY
4
Reviewed May 2023
provides real-time insights and analytics
SAP Customer Experience provides a comprehensive suite of solutions that can help businesses manage all aspects of the customer journey, from marketing and sales to customer service and support.
CONSThe software requires ongoing maintenance and updates, which may require additional resources and support.
Sukesha
Verified reviewer
Education Management, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
FUNCTIONALITY
5
Reviewed February 2023
Great CRM tool
I had an enriching and educational experience as I got to learn a new skill using SAP CRM
PROSThe feature I like best about SAP is its adaptability, it can be customised very easily as per the customers needs and the relevant sector.
CONSIt takes some time to learn to use the software, which might seem tedious to beginners but post that it is easy to use
Reasons for switching to SAP Customer Experience
Company decision
M. Sohaib
Verified reviewer
Utilities, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2018
SAP CRM has everything an organization needs to deal with Customers
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.
CONSNeed 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.
Megan
Information Services, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed October 2023
SAP Review
- Ability to get a list of all your sales orders-Ability to view customers credit limit
CONS- All of the blocks on orders can get complicated - It crashes a lot & can be quite slow
Logan
Verified reviewer
Construction, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed April 2019
A hearty program to organize details
Helpful but exhaustive.
PROSSAP gives the user the ability to organize multiple operations and is transparently available to anyone in the company to view and edit if need be. Helpful for large companies to create and organize portfolios for individual transactions.
CONSI found SAP to be a steep learning curve as there are many steps to do just one thing. It is not very creative and can be more of an exhaustive step in the job process than a streamlined step. It communicates with multiple internal parts so one change in one part may affect another so being highly detail oriented is recommended for this program.
Anastasiia
Verified reviewer
Chemicals, 5,001-10,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
3
FUNCTIONALITY
4
Reviewed September 2022
SAP as a primary tool for managing Customer Expierience
Good - it is easy to get the job done with SAP, but the user experience is quite poor.
PROSSAP offers a lot of features than can address most of the possible business cases.
CONSThe User Interface and User Experience is on a very low level - the interfaces seem to be very outdated when compared to the modern competitors.
Syed Saad
Verified reviewer
Utilities, 10,000+ employees
Used weekly for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed October 2019
SAP CRM is powerful, but lagging behind
I was part of the implementation team that implemented SAP at my company and a consultant at 2 other clients. This is a powerful software that can transform company’s customer service if you follow best practices.
PROSConfiguring SAP is always challenging but CRM module is relatively easy. It’s web UI is Easy to use and highly recommended for companies running sap already.
CONSTweaking or making new changes in a live system is both risky and difficult. If you are an expert in web interface and programming, it’s still easier.
Krunal
Management Consulting
Used more than 2 years
OVERALL RATING:
4
EASE OF USE
2
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed April 2015
An application that best suits external portal and UI users
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). - It is easily integrated with various SAP and non-SAP products like Identity management (IDM), 3rd party tools and ECC system - User access and administration is controlled through business roles maintained in SAP CRM system - Configuration required for running the various models (sales, consumer, etc) is maintained in ABAP backend in SPRO - Also, it is rated very high in terms of its Scalability and real time analysis and monitoring of Sales (provides a holistic view as needed) - Web UI (User Interface) helps user to enable & utilize business functionality extensively at one single point of source through replication process of business partners
CONSI 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.
Chris
Mechanical or Industrial Engineering, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
3
FUNCTIONALITY
4
Reviewed October 2018
SAP CRM powerful tool, but huge.
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.
PROSSAP 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.
CONSCRM 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.
Jennifer
Marketing and Advertising, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2023
My review for SAP Customer Experience
I like the extensive set of tools and capabilities that SAP Customer Experience offers, which makes it simple for businesses to manage client contacts, track customer data, and assess customer satisfaction. The platform's real-time data helps organizations understand client behavior and make wise decisions, allowing them to respond quickly to changing customer needs. Businesses can tailor the client experience to their specific needs thanks to the platform's inherent adaptability.
CONSOnly one aspect of SAP Customer Experience irritated me: its high price in comparison to competing customer relationship management platforms. For users who are unfamiliar with the SAP platform, it may not be the easiest to use.
Anonymous
1 employee
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed December 2022
SAP Customer Experience review
Overall my customer user experience is quite positive and I'm looking forward to using it again
PROSAI-powered insights help make each customer feel as if they were their own. This invaluable tool allows you to proactively engage and understand your consumer while respecting their privacy preferences at every point in their journey. Machine learning and intelligent automation help you engage and sell.it has so many options, customer interaction is seamless and the software is excellent for me
CONSThe User Interface of SAP is quite complex especially for newbies who are not techie although if you have an experience in Customer Service you will somehow get the hang of it somehow as time goes by but its not easy to understand
Nurul Amalina
Construction, 10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed May 2018
Truthfully user friendly.
Do consider how much your transactions and operations and also on the complexity level of your company, so that, it is worth of money to be using this software.
PROSIt is a value of money when it is being used for a company with complicated and huge transactions. The users able to customize by their own on the template or layout without having any assistance from the consultants unlike the other application. It is best to know that this software is best to promote paperless documentation and the users being able to work on it while staying at home.
CONSSince, this software is expensive and the process is complicated compared to the other simple software, it is not suitable to being used in a small company or a company that is having less operation and transactions.
Dipesh
Banking, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2018
Best CRM tool with vast features
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.
CONSSAP CRM has WebUI, which is difficult to customize but easy to configure. You require a lot of SAP WebUI programming to enhance this WebUI.
Tomasz
Farming, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
FUNCTIONALITY
5
Reviewed May 2023
Engnineer in SAP
A multitude of functions that can be used on a daily basis.
CONSIt is quite complicated, has a lot of functions, but you need to know the names of these transactions in order to use them.
Chris
Electrical/Electronic Manufacturing, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
2
VALUE FOR MONEY
4
FUNCTIONALITY
4
Reviewed October 2018
SAP CRM Powerfull tool, can be difficult
Overall it is a very powerful tool, I just wish it was a little faster to respond and save.
PROSI 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
CONSIt 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..
Pavi
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2018
SAP Hybris suit is one of the best products for digital operations
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.
CONSWe need different consultants for all the different sub products of SAP Hybris. This increases client's costs of implementation or roll out.
Prashant
Verified reviewer
Information Technology and Services, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2019
SAP hybris
I have been using SAP Hybrid for the past 8 years and would say it's the recommended framework for the current E-Commerce.
PROSEase of building the e-commerce applications using out of the box accelerator functionality. Dynamic building of promotions which helps non-technical person to build variety of promotions.
CONSI find SAP hybris documentation is not unto the mark which makes new people quiet difficult to learn SAP hybris.
Neha
Computer Software
Used more than 2 years
OVERALL RATING:
3
EASE OF USE
3
FUNCTIONALITY
4
Reviewed August 2015
360 degree of customer with full SAP CRM cycle
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.
CONSIf 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.
Matjaz
Information Technology and Services, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
1
VALUE FOR MONEY
3
CUSTOMER SUPPORT
1
FUNCTIONALITY
2
Reviewed November 2022
Sap Customer Experience
Not so satisfied, but the product (products in a package) are getting better with years,
PROSSupport ticketing option is a nice feature. Works great in a bigger companies. The response of a support engineer is another topic.
CONSVery slow software. Often crashes under heavy usage on the same page. Mobile support not done properly.
Anonymous
10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2022
Excellent Tracking
This is been a great tool to help us better serve our customers
PROSEasy to keep track of and work through customer complaints. This is a great tool for surveys to inquire about the customer experience.
CONSTraining can be cumbersome and difficult to work through