Iterable vs. SAP Service Cloud

Iterable is great for any marketing team looking to ramp up the capabilities on lifecycle marketing specifically if you're a company with a lot of data and/or SKU's the product makes handling a lot of complexities much simpler and enables my team to move much faster even as a small team

Incentivized

SAP Service Cloud is well suited with its omni-channel capabilities giving the possibility to collect service requests from different channels like phone, e-mail or CTI telephony. It also has nice User Interface (when it comes to desktop version). On the other hand SAP Service Cloud needs to be definitiely improved in terms of mobile app, which is horrible and it has limited development possibilities.

Incentivized

• It is easy to onboard new users with building communications. The drag and drop editor is very intuitive to use.
• Allows for complex data structures on user profiles and in events. This is a key reason we onboarded to Iterable and have stayed with it.

• First is It is highly effective when we consider Customer Relation Engagement.
• Good User Interface by which anyone can get used to it quickly.
• It is providing infinite opportunity of integration with other SAP solutions.
• Affordable Solutions with effective features.
• It has prebuilt charts which helps us to define customer journey with ease of efforts.

Incentivized

• Locale management: being able to copy and past a template section/row/content from a locale to another. Also, be able to duplicate any locale to any locale. So far we can just duplicate the default locale into the rest of the locales
• Outages - I feel in the last 1 and half, more outages are happening, impacting their clients
• Image library

Incentivized

• Integrating SAP Service Cloud with non-SAP systems can be challenging, i faced some hurdles when my IT team took 3 months to integrate the billing data from some other vendor and the system would run slow if you try to pull billing data
• Slow loading of the pages as compared to other consumer tech softwares we use
• Implementation costs and complexity of implementation makes it an option only for large enterprises with huge IT teams (and it can take a few months to implement)

Incentivized

Extremely easy to use, deeply integrated into our infrastructure

Now all our critical processes are streamlined & would like to explore the new feature to have user friendly experiences

Incentivized

Iterable is super easy to use. I have experience with competing platforms, but Iterable is by far the most intuitive platform to use. I also really appreciate the way the product team is willing to accept product requests

Incentivized

Iterable is there like 99.9% of the time. However, when it goes down, it grinds us to a halt. Most of the time, outages are an hour or less, but if that's at a peak time, it can be a nightmare. That said, when the worst does happen, there are frequent updates and an easy situation tracker that give you an estimate of how much longer you'll have to wait for the issue to be resolved.

Incentivized

The API is super quick. The UI can be a little sluggish depending on what you're loading, but overall Iterable performs great. Iterable appears to do a good job of making processes async so that one action isn't blocking another.

Incentivized

I've never experienced any issues with Iterable. As I and my colleagues have learnt the system and it's features, response to questions and advice from our account manager is always quick. Kevin knows the product well, and with the few tricky questions has hasn't been able to answer he's been quick to get back to us.

Incentivized

I have found that sometimes issues reported to the SAP takes more time also they lack system support with respect to the priority . Also we don't see RCA for the issues raised. Also turn around time for the issues is not fixed as the support is global sometimes the issues float here and there.

Incentivized

As mentioned previously, I was hired to do a migration from ActiveCampaign, and I stayed for 2 years as a power user of Itearble. Since leaving OneVision Resources, I have continued to volunteer my time in a regional user group, which I would not do if the platform, product, and company were not so strong and so marketer-forward.

Zoho Desk is the ultimate software for clear communication, but when we compared these two according to our needs, we found out that SAP Service Cloud is the best option for us. Since it provides everything in one location, Zoho Desk is somewhat lacking in this area. That was the reason for choosing SAP Service Cloud.

Incentivized

We've definitely tested scalability, and it's no line - it works. The process is pretty easy. Most of the times it goes off without a hitch. Any time we do encounter issues, our support team is quick to get on the job and very communicative as they work us through a successful launch.

Incentivized

• I do not have hard numbers, as I am not in the department that deals with those kinds of quantifications of impact. However, I do believe the use of Iterable has been a positive thing for us in providing more comprehensive data that is useful when dealing with customer tickets.

Incentivized

• After implementing SAP Service Cloud, we've noticed a noticeable drop in the average time it takes to resolve customer queries. Centralized communication and an efficient ticketing system enable our team to respond faster and more effectively.
• Our customer feedback scores have improved since using the platform. The integrated knowledge base has particularly empowered our team to provide immediate solutions to common queries, elevating the overall customer experience.
• The platform has streamlined our operations and reduced manual interventions, leading to decreased operational costs related to customer service. Automation features and AI integrations minimize repetitive tasks, allowing our team to tackle more complex customer concerns.

Incentivized