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field-service-management sap All Markets > Field Service Management

SAP

3.0 out of 5.0 (1 ratings)

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  • 3 out of 5.0, Reviewed

    Product(s): SAP CRM Service Manager

    the implementation was complex with heavy customization.

    Overall Comment

    n/a

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

    Use SAP consultants and experts to guide the implementation

    What do you like most about the product or service?

    integration into SAP master finance side very easily

    What do you dislike most about the product?

    The standard CRM functionality and subscription management capabilities did not appear to be standard in the tool and had to be custom built.

    What one thing do you wish the vendor did differently?

    The vendor worked in a very silo'd way. many customizations had inter dependancies that the consultants were not aware of and when we got into UAT the modules did not work together. We also expected the SAP consultants to guide us and advise more than they did. We were surprised that basic CRM functionality didn't appear to be available in the tool and had to be custom built.

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

    engage SAP experts at the begining of the project. The company tried to do it themselves and after 1.5 years finally engaged some experts.

    Product capabilities - overall comment

    Appears to have a lot of capability but it's hard to get to

    Integration & Deployment - Overall comment

    integrations to master data and in house systems had to be customized. no direct plug in's.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Ability to understand your organization's needs

(1)
4.0

Timely and complete response to product questions

(1)
4.0
Section
1

Integration & Deployment

Overall rating of integration and deployment

(1)
3.0

How long did your deployment take?

12 months or more


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

(1)
2.0

Ease of integration using standard APIs and tools

(1)
2.0

Quality and availability of end-user training

(1)
2.0

Ease of deployment

(1)
2.0
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(1)
4.0

Did you purchase a support package from the vendor?

Yes


Timeliness of vendor's response

(1)
3.0

Was the support package worth it?

I'm unsure


Section
1

Product Capabilities

Overall rating of product capabilities

(1)
4.0

Overall rating of service and support

(1)
4.0
1 2 3 4 5
Section
1

Additional Context

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

Business Analysts

End User Support Manager


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

Create internal/operational efficiencies

Drive revenue growth

Improve customer relations/service


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

Financial/organizational viability

Pre-existing relationships


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

EMEA

North America