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crm-customer-engagement-center sap All Markets > CRM Customer Engagement Center

SAP

3.8 out of 5.0 (6 ratings)

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We have aggregated ratings data on SAP but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 3 out of 5.0, Reviewed

    Product(s): SAP ECC

    Implementation had challenges but the team and vendor collaborated well.

    Overall Comment

    Had some communication issues initially, but did iron out.

    What one piece of advice would you give other prospective customers?

    Work closely with the Vendor and get expertise on board from day 1.

    What do you like most about the product or service?

    Ease of use, good UI.

    What do you dislike most about the product?

    Some complexity on user access.

    What one thing do you wish the vendor did differently?

    Better technical training.

    If you could start over, what would your organization do differently?

    Have some initial training on a tehnical level before diving into the imoplementation.


  • 3 out of 5.0, Reviewed

    Product(s): SAP CRM, SAP ECC, Other...

    SAP ECC watch the data

    Overall Comment

    Support is very slow. Difficulties with licensing and customer setup The underlying proceeses are good and MRP and ERP while hard to configure work well The underlying technology is antiquated Data conversion is the key and a huge task

    What one piece of advice would you give other prospective customers?

    Document you existing processes and all of the data needed to get them accomplished. Then map them to the SAP way not the other way around. Decide which process are key to you business and adopt SAP processes everywhere else.

    What do you like most about the product or service?

    Once setup the core processes ERP and MRP are well defined an run smoothly

    What one thing do you wish the vendor did differently?

    The contract does not tell you what you bought and more importantly what it is for. There is no help understand why and how you bought what you bought. Even less guidance on how to license it.

    If you could start over, what would your organization do differently?

    Workflow more processes to ensure the correct data configuration.


  • 5 out of 5.0, Reviewed

    Product(s): SAP ECC

    Solution inherited as part of divestiture.

    Overall Comment

    Product does what it needs to do...

    What one piece of advice would you give other prospective customers?

    Keep your implementation simple. Do not code for the exception. Have strong governance and controls around change management. Have good requirements, do not have the system do everything, people and process should be enabled before the core technology is changed.

    If you could start over, what would your organization do differently?

    I would have done a lean SAP pre-configured solution in line with the principles of the new operating company rather than take what was developed or "lifted and shifted" from the previous organization.


  • 4 out of 5.0, Reviewed

    Product(s): SAP ECC

    Pretty good overall

    Overall Comment

    Decent support and good enhancement pack frequency

    What do you like most about the product or service?

    one stop shop

    What do you dislike most about the product?

    not user friendly

    What one thing do you wish the vendor did differently?

    none

    If you could start over, what would your organization do differently?

    We have customized too much

    Service & support - overall comment

    get responses when we need it


  • 4 out of 5.0, Reviewed

    Product(s): SAP CRM, SAP ECC

    Implementation was complex but the outcome was a good consolidated Call Center experience

    Overall Comment

    The solution has worked well for us. It did require a good deal of time and tuning before we were able to implement. We were able to consolidate our sales, marketing, and Call Center into a single application. This helped shorten the time and complexity of our Call Center training for new agents. However, SAP's roadmap is moving those applications to separate instances now. There is Cloud for Customer, Hybris Marketing, and Hybris Commerce so the consolidation will be divided again and have to be integrated across applications.

    What one piece of advice would you give other prospective customers?

    With SAP splitting the application into different applications, I would look at those applications first rather than CRM. That way you will not have to migrate in the next 5 years. It is a complex application and will take time to implement. Get a good partner.

    What do you like most about the product or service?

    The consolidation and simplification for our call center agents.

    What do you dislike most about the product?

    The web UI uses iFrames heavily which can be difficult to program and is not as common as Divs today.

    What one thing do you wish the vendor did differently?

    They did a great job understanding our needs and implementing.

    If you could start over, what would your organization do differently?

    Brind in a boutique vendor earlier. We ended up working with Ecenta which specialized in CRM at the time. That made a lot of difference is the quality and speed of a complex implementation. We also used SAP to help tune CRM after go live. It is an application intensive rather than database intensive application so the tuning involved both development and infrastructure. I would start the tuning earlier in the process.

    Service & support - overall comment

    It is a good fit for our needs.


  • 4 out of 5.0, Reviewed

    Product(s): SAP ECC

    Needs a strong capacity to adapt processes.

    Overall Comment

    Good.

    What one piece of advice would you give other prospective customers?

    Don't focus much on the interface, make the maximum use of its business intelligence capabilities.

    What do you like most about the product or service?

    It helps you to be more structured.

    What do you dislike most about the product?

    Sometimes complexity.

    If you could start over, what would your organization do differently?

    Keep things more standardized.

    Product capabilities - overall comment

    Excellent.

    Service & support - overall comment

    Worldwide support available.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(5)
3.8

Timely and complete response to product questions

(6)
3.8

Pricing and contract flexibility (pricing and terms)

(5)
3.2
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(6)
4.2

How long did your deployment take?

12 months or more

9 - 12 months (<12)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(6)
4.3

Ease of integration using standard APIs and tools

(6)
3.7

Quality and availability of end-user training

(5)
4.2

Ease of deployment

(6)
3.7
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(6)
4.0

Did you purchase a support package from the vendor?

Yes


Timeliness of vendor's response

(6)
3.7

Was the support package worth it?

Yes

I'm unsure


Quality of technical support

(6)
4.0

Quality of peer user community

(4)
3.5
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(6)
4.3
Section
1

Additional Context

What was the nature of your involvement? Multiple responses allowed.

Application Lead

Development/Integration

Implementation, Maintenance or other IT support

Data Steward

Executive Sponsor

Technical assessment

Vendor Management

Vendor/Product Selection

Business Analyst

Functional Assessment

System Administrator


Why did you purchase the software or service? Multiple responses allowed.

Improve business process outcomes

Improve business process agility

Create internal/operational efficiencies

Improve customer relations/service

Drive innovation

Drive revenue growth

Enhance decision making

Improve compliance & risk management

Improve compliance and risk management

Improve supplier or partner relationships

Reduce time to market


What were the key factors that drove your decision? Multiple responses allowed.

Breadth of services

Strong services expertise

Financial/organizational viability

Pre-existing relationships

Product functionality and performance

Product roadmap and future vision

Strong consulting partnership

Strong customer focus

Overall cost

Strong user community


In which region(s) did your deployment take place?

North America

Asia/Pacific

Europe, Middle East and Africa

Latin America