All SAP Customer Experience Reviews

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Scott

Entertainment, 2 - 10 employees

Used more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

Reviewed October 2021

Inventory management at its best

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Sukesha

Verified reviewer

Education Management, 51-200 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

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

PROS

The feature I like best about SAP is its adaptability, it can be customised very easily as per the customers needs and the relevant sector.

CONS

It 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

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M. Sohaib

Verified reviewer

Utilities, 1,001-5,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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

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.

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.

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 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.

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Ravikumar

Verified reviewer

Computer Software, 51-200 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed October 2018

SAP Hybris application is boosting your organization

I am basically administrative consultant to deployed in the server and configuration of the sap application for the integration level

PROS

The hybris application have lack of clarity and more features inbuilt and inefficient solution and improve the optimization of your business.

CONS

I have not yet identified the failure of my application or organization level. it boosting my skill as well as improving the lot of additional feature. The one thing needs to delivery new add-ons on quarterly basis

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Ludmila

Verified reviewer

Electrical/Electronic Manufacturing, 1,001-5,000 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed April 2023

SAP experience

I use SAP every day for ordering components in our factory and also parts from external supplier, checking budget, add monthly hours, checking if any components is out of stock or how many pieces is in company

PROS

i have big overview about materials in company, possibility have a lot of information on one place

CONS

adding new roles is all time problem, using correctly transaction is not so easy

Tomasz

Farming, 201-500 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

3

FUNCTIONALITY

5

Reviewed May 2023

Engnineer in SAP

PROS

A multitude of functions that can be used on a daily basis.

CONS

It is quite complicated, has a lot of functions, but you need to know the names of these transactions in order to use them.

Megan

Information Services, 10,000+ employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

3

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed October 2023

SAP Review

PROS

- 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

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Logan

Verified reviewer

Construction, 11-50 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

SAP 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.

CONS

I 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.

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Anastasiia

Verified reviewer

Chemicals, 5,001-10,000 employees

Used daily for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

SAP offers a lot of features than can address most of the possible business cases.

CONS

The User Interface and User Experience is on a very low level - the interfaces seem to be very outdated when compared to the modern competitors.

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Syed Saad

Verified reviewer

Utilities, 10,000+ employees

Used weekly for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

Configuring 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.

CONS

Tweaking 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

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). - 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

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.

Michael

Machinery, 5,001-10,000 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

2

EASE OF USE

1

VALUE FOR MONEY

1

CUSTOMER SUPPORT

1

FUNCTIONALITY

3

Reviewed August 2019

Horrendous U/I and immensely slower to operate than competitors

More than a year beyond implementation normal tasks in a sales jobs average taking 50% longer than they did with a different program. I wouldn't recommend purchasing SAP's CRM software unless your goal is to piss off your top sales people and push them towards leaving for a competitor

PROS

The software has the "capability" of doing many things and being a one stop shop.

CONS

The U/I is atrocious is difficult to navigate even for young tech savvy people. Doing simple tasks can easily take 50% longer than they did before even years after implementation.

Jennifer

Marketing and Advertising, 501-1,000 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

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

PROS

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.

CONS

Only 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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

PROS

AI-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

CONS

The 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

Review Source
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

It 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.

CONS

Since, 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

Review Source
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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

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.

Dana

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

3

EASE OF USE

1

VALUE FOR MONEY

3

CUSTOMER SUPPORT

3

FUNCTIONALITY

3

Reviewed April 2018

Labor intensive data entry system, but gets the job done.

PROS

Once you get the hang of data entry in the system, it becomes second-nature. System does prompt you to make necessary corrections, but it's not always clear what it's asking you for.

CONS

It is very labor intensive, and the system constantly gives you error messages when a screen is not filled in 100% the way the system wants it to be. System does prompt you to make necessary corrections, but it's not always clear what it's asking you for.

Anonymous

1,001-5,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed September 2018

Convenient and accessible

PROS

Its allows you to process cash transaction in real-time. It provides the ease of tracking volume of transaction on a day to day basis. In addition, it aids the audit of possible theft and fraud transaction.

CONS

The license for the system is very costly. Also, one person at a time can use it. Multiple usage is not possible so you have to wait for the other user for you to proceed with your transaction.

Patrick

Computer Hardware, 10,000+ employees

Used daily for more than 2 years

Review Source: Capterra

OVERALL RATING:

2

EASE OF USE