We loved using SAP Sales Cloud because as the names states, it is a cloud solution. You can access it everywhere, anytime, within and outside the office. This was very important because the commercial teams are the primary users, and are often travelling, visiting clients and away from a desk. We used it to store prospect information, create customer profiles, manage the sales activities, publish reports on sales activities and sales funnel, but also connect to marketing campaigns and keep track of marketing activities and response. The scope was therefore a sales tool and customer database.
Pros
Seemless integration with marketing campaigns
Build customer profiles with their preferences and interactions
Keep track of leads and assign them to sales members
Cons
Making it easier to navigate the software, some other platforms are more userfriendly and have easier to navigate interfaces
Inclusion of artificial intelligence tools that can help provide information on leads or make suggestions for marketing campaigns
A lot of customization is required to fit the needs of your company, you need to setup the structure of forms and fields that you wish to keep track of or make mandatory
Likelihood to Recommend
They are great if you want to have a one-stop-shop for contact management, sales and prospect funnel, and combine this all with marketing campaigns. It is cloud hosted, which has benefits to the users, especially if you are a global organization where travel is frequent. You do need a strong support team that will help configure, manage, clean the content, and train the users.
VU
Verified User
Analyst in Marketing (Oil & Energy company, 5001-10,000 employees)
We use SAP in our company for sales, operations, purchasing and accounting. We wanted to reduce customer dissatisfaction after the purchase of our
products, avoid legal issues and get more sales with the same clients.SAP CRM is well suited to take care of an enterprise organizations ticketing and incident management system.
Pros
It works on a framework which is well versed and simplified.
Interaction center and Service modules helps customer/employee services effectively by identifying all the history and searching knowledge base.
Cons
Not enough support sites for SAP CRM 7. Hard to get answers to technical issues
Mobile and Reporting capabilities
Likelihood to Recommend
Our sales operations were revolutionised by the implementation of SAP
Sales Cloud since it gave us a centralised platform for managing
customer connections. We were able to combine client information from
numerous sources into a single, complete database thanks to the
software. We were able to learn a lot about our customers' interests,
purchasing patterns, and interactions with our business thanks to this
comprehensive understanding of who they were.
VU
Verified User
Employee in Finance and Accounting (Mining & Metals company, 1001-5000 employees)
We use [SAP CRM] to simplify and improve the sales of our products and services, but we also use it to provide customer service and it is currently being implemented in two of our departments: Marketing and Support Center. The first commercial problem that is being solved with this tool is that now we can do our work in a faster and easier way since in the platform we can perform different tasks such as managing marketing sales to providing customer service without having to use several services separately.
Pros
It is very easy to create and view the reports we create within the platform, which is great as we can better analyze the data collected.
The mobile application is very good but somewhat limited in terms of functionality, but it is worth using it.
It is very easy to manage several emails and to be able to establish a pattern to give automated responses.
Cons
One of the things I don't like about "SAP CRM" is that there are no alerts or notifications which could warn when something happens within the platform.
It does not have integration with any type of social network.
The robust and unintuitive appearance makes it a bit complicated to use all its functionalities.
Likelihood to Recommend
A perfect scenario to use [SAP] CRM tool would be with the intention of improving efficiency, speed, and creativity when selling products and services through marketing or improving the response time to customer concerns and providing quick solutions to their problems.
We use SAP in our company for sales, operations, purchasing and accounting. The SAP CRM portion of it we use to keep track of our sales activities and leads, and is used for quoting as well. It's used every day by salespeople, both inside and outside, sales managers and by those of us in sales support as well.
Pros
Integration with other functions and departments. Data can be transferred from one area to another easily.
It can be customized to fit the needs of the particular business.
Report production is useful.
Keeping track of customer interactions, ability to save and review detailed notes.
Cons
It is not terribly user friendly and the learning curve to learn how to use it can be steep.
The user interface could be more pleasant to look at.
Commands are not always clear or intuitive.
Likelihood to Recommend
SAP CRM is good for a company with heavy order fulfillment and tracking needs or one with high volumes of sales transactions. If a business has a large volume of customers, customer interactions and/or sales leads to track, SAP CRM can be very useful. SAP CRM is an especially good fit for B2B or manufacturing businesses. It is probably not as appropriate for a smaller business.
